Andrew Powell
West Chester,PA
Summary
Dedicated information technology professional currently providing technical support & systems administration in a large user environment. Skilled & experienced problem-solver with the ability to communicate with users at all levels of technical proficiency to troubleshoot & resolve desktop, laptop, mobile, network & peripheral issues. Bringing multiple years of experience in both the information technology & customer service fields.
Overview
7
7
years of professional experience
Work History
Hardware Support Agent
Cantaloupe Inc.
05.2025 - Current
- In this role, I act as a first-line support agent for over 30,000 devices, including credit card readers and kiosks.
- I assist users daily with connection issues, software and firmware updates, payment and account problems, and other technical concerns.
- Collaborating with a team of 15 help desk agents, I handle incoming phone and email requests to ensure timely and effective issue resolution.
Information Technology Specialist
Helping Hands Family
01.2025 - 05.2025
- Acted as a key point of contact for 43 clinics, providing end-to-end IT support and coordination across multiple systems.
- Managed user accounts, devices, and licensing through Microsoft 365, Entra ID, and Intune, ensuring secure access and compliance with organizational standards.
- Oversaw device procurement and inventory control to maintain accurate asset tracking and minimize downtime.
- Supported clinic staff with technical troubleshooting, application setup, and issue resolution, fostering smooth daily operations and reliable system performance.
Technology Help Desk Student Manager
Millersville University
09.2020 - 06.2024
- Led the Help Desk team in providing support for Windows and Mac systems through phone, email, and in-person channels.
- I supervised daily operations, mentored staff, and coordinated with other technology teams to ensure timely resolution of issues.
- Using the SysAid ticketing system, I tracked and resolved hardware, software, and network problems across a wide range of devices, including Macs, iPads, Linux machines, Smartboards, and classroom podiums.
- I consistently approached user conflicts with empathy and efficiency, maintaining a calm and helpful demeanor while delivering effective technical solutions.
Technology Sales Associate/Computer Repair Technician
Staples The Office Superstore
09.2018 - 07.2021
- Diagnosed and repaired desktops, laptops, and peripherals, addressing hardware, software, and virus issues.
- I provided technical support and guided customers in selecting computers, software, and accessories to meet their needs.
- I managed service tickets to ensure timely resolution of repair requests and contributed to achieving store sales goals through product recommendations and customer education.
Education
Bachelor of Science - Information Technology
Millersville University of Pennsylvania
05.2024
Skills
- Windows
- MacOS
- Linux
- Operating systems
- Business apps
- Printing technology
- Network infrastructure
- Microsoft ODice
- Adobe Suite
- PowerShell
- Active Directory
- Jamf
- Banner
- Google Workspace
- SysAid
- Autotask
- Jira
- ServiceNow
- Customer support
- Telephony
- Communication
- Active listening
- Canvas
- Kahoot
- Quizlet
- Google Classroom
- WAN/LAN connectivity
- Routers
- Firewalls
- Switches
- HTML
- CSS
- Java
Phone
Cell, 484-467-3911
Timeline
Hardware Support Agent
Cantaloupe Inc.
05.2025 - Current
Information Technology Specialist
Helping Hands Family
01.2025 - 05.2025
Technology Help Desk Student Manager
Millersville University
09.2020 - 06.2024
Technology Sales Associate/Computer Repair Technician
Staples The Office Superstore
09.2018 - 07.2021
Bachelor of Science - Information Technology
Millersville University of Pennsylvania