Drew Webb
Villa Rica,GA
Summary
Dedicated IT Support Technician with over four years of experience specializing in Tier II technical support and enterprise endpoint management. Proficient in configuring and maintaining both computers and mobile devices using Microsoft Intune and Autopilot, alongside managing identity and access through Active Directory and Microsoft 365. I have a proven track record of improving team efficiency through the creation of technical documentation and the mentorship of junior staff. Expert in diagnosing complex hardware and software issues while maintaining accurate inventory and asset tracking. Committed to delivering high-quality, scalable IT solutions within fast-paced, cross-functional environments.
Overview
9
9
years of professional experience
Work History
Tier II IT Support Technician
Janus International
Temple, GA
05.2022 - Current
- Regularly resolve 50–70 technical incidents weekly—handling approximately 50% of the total ticket volume for a 6-person team.
- Provide on-site Tier I & II support for the organization’s largest site, managing 350+ employees across three corporate offices and two high-pressure production facilities.
- Maintain a bi-weekly on-call rotation and provide dedicated end-of-month support for production facilities during inventory checks, ensuring continuous system uptime and emergency response.
- Documented user inquiries and solutions in ticketing system, improving knowledge base accuracy.
- Mentored junior support staff, fostering a culture of continuous learning and improvement within the team.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
PC Management
Southwire Company
Carrollton, GA
03.2019 - 04.2022
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Strengthened communication skills through regular interactions with others.
Floor Staff
Regal Cinemas
Douglasville, GA
03.2017 - 02.2019
- Operated point-of-sale systems efficiently, ensuring accurate transactions for all purchases.
- Collaborated with team members to ensure timely preparation and delivery of food and beverage orders.
- Trained new staff on operational procedures, promoting adherence to company standards and practices.
- Resolved customer complaints promptly, contributing to increased patron satisfaction and loyalty.
- Assisted with store opening and closing procedures, ensuring thorough preparation for each day''s business activities.
- Maintained a positive attitude throughout each shift, effectively navigating challenges and fostering a pleasant work environment for both staff and customers.
Education
Bachelor of Science - Computing
University of West Georgia
Carrollton, GA05-2029
Associate of Science - Computer Science
Georgia Highlands College
Rome, GA08-2022
Skills
- Microsoft Intune
- Microsoft 365
- Microsoft Exchange
- Active Directory
- ServiceNow
- Windows 10 & 11/MacOS
- iOS/iPadOS/Android
- Inventory Management
- Hardware Provisioning
- Technical Documentation
Timeline
Tier II IT Support Technician
Janus International
05.2022 - Current
PC Management
Southwire Company
03.2019 - 04.2022
Floor Staff
Regal Cinemas
03.2017 - 02.2019
Bachelor of Science - Computing
University of West Georgia
Associate of Science - Computer Science
Georgia Highlands College