Darren Whitney
Alexandria,VA
Summary
Accomplished professional with several years of information technology support experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs. Committed to providing efficient, high-quality support.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT SPECIALIST - STORE SOLUTIONS
Lidl US
, United States
02.2019 - 03.2026
- Act as a key liaison between store-level IT users and central systems teams, ensuring reliable operation of IT infrastructure across 200+ retail locations.
- Analyze and resolve second-level technical incidents related to hardware, POS systems, and enterprise applications, improving issue resolution time and reducing recurring problems.
- Coordinate in-store IT operations such as hardware rollouts, system upgrades, and onsite troubleshooting to support new store openings and technology updates.
- Process and fulfill IT service requests including account provisioning, hardware deployment, and software installation, aligning with ITIL standards.
- Investigated recurring POS failures through log analysis and root-cause methods, implementing configuration controls that enhanced system stability.
- Monitored network performance and addressed connectivity issues proactively.
- Collaborate with international IT teams on cross-border initiatives and system alignment; completed onboarding and systems training in Germany HQ.
- Provided hands-on coaching to store staff on basic troubleshooting and system use, increasing frontline confidence and reducing repetitive support requests.
- Implemented software updates and maintained system security protocols effectively.
- Developed documentation for IT processes, improving team efficiency and enhancing knowledge sharing.
- Architected and maintained centralized SharePoint site with custom permissions, automated workflows, and structured document libraries to ensure data integrity and facilitate information sharing.
IT HELPDESK ANALYST
Infinite Computer Solutions
Tampa/St. Petersburg, Area
01.2014 - 03.2015
- Resolved technical incidents with timely solutions, enhancing employee productivity and reducing business downtime.
- Served as initial contact, providing technical support to corporate employees by diagnosing and resolving hardware, software, and peripheral issues.
- Managed lifecycle of complex issues, escalating to Tier 3 engineering teams and coordinating technician dispatch for on-site support.
Education
MASTER'S DEGREE - INFORMATION TECHNOLOGY
Florida Institute of Technology
Florida10-2024
BACHELOR'S DEGREE - BUSINESS ADMINISTRATION, COMPUTER INFORMATION SYSTEMS
New England College
Henniker, NH01-2018
Skills
- POS systems
- Device configuration
- IT service management
- Incident management
- Network troubleshooting
- ServiceNow
- Technical documentation
- Google/Microsoft productivity
- Problem resolution
Certification
- ITIL FOUNDATION CERTIFICATE IN IT SERVICE MANAGEMENT, Master certificate in IT service management
- CERTIFICATE OF ACHIEVEMENT IN ITIL FOUNDATION, Essentials of IS Security
Timeline
IT SPECIALIST - STORE SOLUTIONS
Lidl US
02.2019 - 03.2026
IT HELPDESK ANALYST
Infinite Computer Solutions
01.2014 - 03.2015
MASTER'S DEGREE - INFORMATION TECHNOLOGY
Florida Institute of Technology
BACHELOR'S DEGREE - BUSINESS ADMINISTRATION, COMPUTER INFORMATION SYSTEMS
New England College