Devin Stackpole has over 10 years of experience in retail and POS systems training and support. He has a proven track record of developing and facilitating innovative training programs to support service desk operations. Currently a retail and POS systems trainer, he has held prior roles including service desk team lead and senior specialist. He is skilled in troubleshooting issues, managing projects, and analyzing metrics to improve processes.

1. Devin Stackpole
Qualifications
Solutions-focused, team oriented Retail and POS Systems Trainer with broad based experience.
Effectively create and facilitate innovative customer service and technical support training to
Service Desk. Offer specific training programs to help workers maintain or improve job skills.
Proven ability to work well with others and communicate process change to others. Broad
understanding of computer hardware and software; including installation, configuration,
management, troubleshooting, and support. Possess excellent communication skills critical to
interacting with IT and other business partners. Analytical thinker capable of providing strategic
input to Management. Develop and maintain training manuals and guides using adept technical
writing technique. Evaluate knowledge items prepared by team members. Dedication to
validating accuracy and relevance of knowledge items while simultaneously updating existing
training materials.
Professional Experience
The Pantry, Inc. (2008-Present)
Retail and POS Systems Trainer (2012-Present)
 Develop and facilitatetraining to address technical skills, soft skills, leadership, new
applications, new hire orientation, and business skills. Train new employees on HEAT,
ACD/Nortel telephony systems, and POS troubleshooting. Work closely with Retail
Systems and other subject matter experts in the development and delivery of technical
and support training of existing, enhanced, and/or new applications. Facilitatedtraining
for the PDI Enterprise migration and acted as a subject matter expert during rollout.
Tracked and managed small project teams for Windows 7 Migration project for
approximately 1600 stores, requiring daily communications with project management.
Worked with PC Support to design and facilitate corporatetraining for the Meeting
Room Manager to Outlook 2010 Migration via both classroom and WebEx sessions.
Assisted in comprehensive review of approximately 600 knowledge articles in
preparation of transitioning to new Sharepoint 2010 site.
Service Desk Team Lead (2011-2012)
 Managed daily work flow on the desk for 1600 stores, averaging approximately 10,000
tickets per month. Assisted with troubleshooting tickets. Delegated tasks to team
members and assisted with escalations. Duties included monitoring Nortel, tracking
analyst’ performance through metrics, and running/maintaining reports in compliance
vanstack@windstream.net

2. with SOX regulations. Supported PCI Compliance program. Tracked attendance, assisted
with logging/working tickets as needed, and evenly distributed work load. Compiled and
reviewed data on weekly basis for vendor meeting. Ran the AS400 jobs on weekends,
such as DR backups, and changed server tapes. Acquired excellent leadership and team
coaching skills for a team of 30 specialists . Exhibited thorough understanding of Service
Desk Operations; including vendor management, escalation processes, and daily metrics
review.
Service Desk Senior Specialist (2010-2011)
 Assisted customers with trouble tickets on advanced level through live calls in a timely
manner. Accepted escalated tickets from level 1 and 2 groups. Analyzed tickets to
identify trends and pinpoint root cause. Worked on special projects as requested by
management, such as KSS Implementation and the acquisition of 42 new locations .
Contributed knowledge articles to a newly formed knowledge base. Assisted in the
submission of knowledge items to the customer facing ‘My Help Desk’ site.
Service Desk Specialist (2008-2010)
 Worked as a level 1 specialist accepting live incoming calls. Gained excellent
troubleshooting skills and acquired ability to work well with minimal supervision.
Assisted customers quickly and obtained a high first call resolution level. Acquired
critical customer service and soft skills.
Service Desk Dispatcher (2008)
 Repaired hardware/computers returned from the field. Built, staged, and shipped PDI
computers to stores. Assisted with setup of new computers once they were received.
Logged voicemail into HEATto distribute amongst Service Desk specialists. Assisted
specialists with shipping other POS related equipment to the field.
Education
 LPN Diploma
Central Carolina Community College. Pittsboro, NC. 6/2006
 Associate in Arts
Central Carolina Community College. Sanford, NC. 6/2002
 High School Diploma
Lee County Senior High. Sanford, NC. 5/2000
Certifications/Technical Expertise
ITIL Foundations, 2013
Certified in Retalix Storepoint Basics & Advanced Situational Troubleshooting, 2010

3. VeriFone VASC Certification, 2010
HDI Support Center Analyst, 2010
HDI Support Center Team Lead, 2013
Successful completion of Langevin’s Course Design/Developer Course, 2013