Kenneth Lewis Jr
Beverly,NJ
Summary
Results-driven IT Support Specialist with hands-on experience supporting enterprise and legacy POS environments in hospitality and retail industries. Skilled in diagnosing complex hardware, software, and network issues while maintaining PCI compliance and strong security practices. Experienced in payment terminal deployment, networking troubleshooting, remote technical support, and system recovery procedures. Adept at resolving high-priority incidents and collaborating with engineering teams to restore critical systems quickly.
Offering a solid foundation in technical troubleshooting and customer service, ready to learn and grow in atechnical support environment. Brings aptitude for developing solutions to hardware and software issues that employers seek. Ready to use and develop problem-solving and communication skills in a Tech role.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Associate
Shift4
Pennsylvania
05.2025 - Current
- Provide Tier 1–2 technical support for enterprise POS systems used in hospitality, retail, and QSR environments.
- Diagnose payment transaction failures, terminal connectivity issues, and hardware malfunctions.
- Perform device recovery procedures, terminal replacements, and configuration updates.
- Deploy and manage payment devices using PaxStore, Titan, and Archos device management platforms.
- Troubleshoot LAN/WAN connectivity problems including IP conflicts, routing issues, and firewall restrictions.
- Use remote support tools such as LogMeIn and NICE CXone to resolve technical issues.
- Document incidents and resolutions in Salesforce ticketing systems.
- Collaborate with escalation engineers to resolve high-priority system outages.
- Maintain strict PCI compliance when handling merchant payment environments.
Inbound Stower
Amazon
Jersey
04.2020 - 02.2025
Education
Bachelor's Degree - Minor in Computer Science
Rutgers University – Camden
Associate Degree - Information Systems
Rowan College at Burlington County
Skills
- Operating Systems: Windows, Linux, UNIX
- Networking: TCP/IP, DNS, DHCP, LAN/WAN troubleshooting, router & firewall diagnostics
- POS & Payment Systems: Harbortouch, PaxStore, Titan, Archos device platforms
- Remote Support: LogMeIn, NICE CXone
- Ticketing & CRM: Salesforce
- Security: PCI compliance, cybersecurity fundamentals, access control, incident response
- Programming/Scripting: C, C, terminal script configuration
- Databases: Database troubleshooting and synchronization issues
- Remote support
- Ticket management
- VPN configuration
- Software installation
- Network configuration
- Operating systems
- Decision-making
- Desktop support
- Data entry
- Issue troubleshooting
- Service support
- Product knowledge
- Technical issues analysis
- Hardware troubleshooting
- Ticket support system management
- Microsoft outlook
- LAN/WAN
- Call center operations
- Hardware upgrades
- TCP/IP
- Performance testing
- Technical support
- System diagnostics
- Software diagnosis
- Systems analysis
- Technical documents comprehension
- Java full stack
Certification
- Google IT Support Professional Certificate – Google / Coursera
- Technical Support Fundamentals – hardware troubleshooting, operating system support, and IT service workflows
- The Bits and Bytes of Computer Networking – networking models, TCP/IP, DNS, DHCP, routing, and troubleshooting
- Operating Systems and You: Becoming a Power User – Windows and Linux administration, file systems, user management
- System Administration and IT Infrastructure Services – enterprise IT infrastructure, directory services, system imaging, and deployment
- IT Security: Defense Against the Digital Dark Arts – cybersecurity principles, encryption, authentication, and threat mitigation
- Google IT Security Professional Certificate – security monitoring, threat detection, access control, and incident response
Languages
English
Full Professional
Interests
- Video Game Design
- Coding and Programming
- App Development
- Web Development and Design
Timeline
Technical Support Associate
Shift4
05.2025 - Current
Inbound Stower
Amazon
04.2020 - 02.2025
Associate Degree - Information Systems
Rowan College at Burlington County
Bachelor's Degree - Minor in Computer Science
Rutgers University – Camden
Deans List
In university I was on the dean list