Drew L. Email & Phone Number

Kernersville, NC, US

• Oversees the implementation of technical solutions by working directly with the client and their POS Vendor to complete Inmar’s onboarding process
• Handles incoming support issues by investigating and researching reported retailer/partner issues
• Identifies manual work that can be automated through technological processes for optimal efficiency
• Creates knowledgebase guides and establishes standard operating procedures
• Works with team members to meet milestones and deadlines, using project management tools to track progress
• Experienced in configuring multiple Point of Sale systems (ISS45v8, ACS-IR, Scanmaster 2, etc.) to interface with Inmar’s technical solutions

635 Vine St, Winston-Salem, NC 27101

2100 Silas Creek Pkwy, Winston-Salem, NC 27103

• Started in June of 2017 as a Work-Based Learner (paid part-time intern), but was then brought on as a part-time employee at the start of January 2018. The pay, hours, and responsibilities were kept the same during this.
• Provided exceptional walk-in and phone tech support to students, staff, faculty, and guests of Forsyth Tech
• Utilized FreshService (ITSM software) to triage, troubleshoot, and resolve tickets within Forsyth Tech’s SLA
• Trained coworkers on hardware, networking, and security concepts
• Completed project work and workstation deployment across multiple Forsyth Tech campus locations
• Primary support of Windows 7 and 10; secondary support of Windows XP, Vista, and 8

Kernersville, North Carolina Area

• Trained new employees to ensure proficiency in food preparation, safety procedures, and customer service
• Point person for logistical issues and after-hour emergencies
• Accepted and excelled with managerial duties during transition of management team
• Designed plan to increase efficiency and productivity
• Troubleshot POS computer system and card reader