Open to opportunities

Krow TheWizard

@krowthewizard

Message

I am an IT support specialist delivering POS installations and customer-focused solutions.

United States

Message

What I'm looking for

I'm seeking a customer-facing technical role supporting POS, payment systems, or IT operations where I can lead post-sales onboarding, troubleshoot complex integrations, and grow within a collaborative, process-oriented team.

I am an IT support specialist with hands-on experience installing, maintaining, and troubleshooting POS, payment, and desktop systems for retail, hospitality, and enterprise clients. I focus on preventing downtime and ensuring data and network integrity through regular maintenance and upgrades.

As a Point of Sales Installer and technical lead, I have managed specialists, served as the primary post-sales point of contact, and overseen product training, onboarding, and assigned account management duties. I handle on-site and remote support, firmware updates, and real-time error logging to resolve issues in live environments.

In product and systems roles I work directly with customers to craft workflows and provide IT support to non-technical users, represent products at industry events, and participate in UAT and PCI-compliance related activities. I have triaged processing issues with payment gateways, vendors, and issuing banks, and evaluated integrations between POS/PMS applications and acquiring hosts.

I bring a customer-first mindset and clear communication to technical support, with strengths in training, case management, and cross-functional collaboration. I am driven to improve implementations and deliver reliable, scalable solutions that reduce friction for end users and operations teams.

Experience

Work history, roles, and key accomplishments

Current

Point of Sales Installer

Current

Nextep Systems

Jan 2023 - Present (2 years 7 months)

Install, update, and repair POS hardware and software, ensuring network, system, and data availability through preventative maintenance and upgrades. Serve as primary post-sales contact managing onboarding, product training, technical support, and triage of payment gateway and terminal issues.

Payment Gateways Troubleshooting Customer Onboarding Remote Support Merchandising

Current

Product Specialist

Current

Native Instruments

Oct 2018 - Present (6 years 10 months)

Work directly with customers to understand needs and deliver workflow solutions, installing and repairing software and hardware for dozens of clients weekly. Provide IT support and educate non-technical clients while representing the company at industry events and trade shows.

Customer Support Installation Technical Support Workflows

Technical Systems Specialist

Versapay

Sep 2021 - Nov 2022 (1 year 2 months)

Supported payment platform implementations and UAT, ensured PCI compliance, and evaluated/triaged client software service requests to maintain payment processing and fund collection. Reviewed VAR sheets during onboarding to ensure successful merchant account configuration and payment flows.

PCI Compliance UAT Payment Processing Troubleshooting Customer Support Onboarding Ticketing Systems

Service Desk Coordinator

ThyssenKrupp Elevator

May 2018 - Jun 2022 (4 years 1 month)

Provided base-level IT and desktop support, maintained network and system availability through preventative maintenance and upgrades, and managed call flow to resolve technical issues. Created cases and claims for damaged or lost items and supported non-technical personnel with timely resolutions.

IT Support Desktop Support Active Directory Ticketing Maintenance Customer Service Case Management

Healthcare Representative

Teletech

Apr 2015 - Apr 2018 (3 years)

Provided remote customer support assisting patients with medical billing and payments, resolving inquiries and facilitating payments to improve collections. Delivered empathetic phone-based service and guided callers through billing options and processes.

Customer Service Billing Support Remote Support Data Entry Patient Advocacy CRM

Airline Passenger Assistant

Hartsfield-Jackson Atlanta International Airport

Jan 2015 - Jan 2016 (1 year)

Assisted passengers with boarding and pre-flight needs, ensuring quality customer service and safe, efficient passenger flow. Supported travelers with navigation and accommodation needs across the airport.

Customer Service Communication