Summary
Overview
Work History
Education
Skills
Timeline
Military Service
Additional Information
Generic
Andrew Wood

Andrew Wood

Punta Gorda,FL

Summary

Diligent professional with strong background in systems support, adept at diagnosing and resolving technical issues efficiently. Skilled in hardware and software troubleshooting, network management, and customer service. Known for fostering collaboration and adapting to evolving needs, ensuring seamless operations and high-quality results.

Overview

21
21
years of professional experience

Work History

Systems Support Technician

Cheney Brothers Inc.
Punta Gorda, FL
04.2021 - Current
  • Provide warehouse support for night time office personnel, selectors, and forklift drivers, ensuring uninterrupted operations
  • Utilize AS400 to re-enable accounts, improving user access and minimizing downtime
  • Utilize SAP to change and process sales orders, enabling timely downloads by routing personnel
  • Communicate via Windows email and Teams to coordinate support and resolve issues efficiently
  • Troubleshot hardware and software issues across multiple systems to ensure operational efficiency.
  • Installed, configured, and maintained network equipment to support organizational connectivity requirements.
  • Provided technical support for end-users, resolving inquiries and enhancing overall user experience.

IT Network Support Technician

Hussmann/Panasonic
Sarasota, FL
07.2018 - 12.2019
  • Installed computer networks, including network cabling and hardware, to support business connectivity
  • Troubleshot system issues, reducing network downtime and improving reliability
  • Installed and tested software, ensuring compatibility and optimal performance
  • Organized upgrade schedules, minimizing disruption to business operations
  • Provided technical guidance to team members, enhancing overall support quality
  • Managed software deployment using SCCM and Ghost (GSS), streamlining installation processes
  • Configured and managed CCTV systems, improving facility security
  • Configured and managed card access systems, enhancing building access control
  • Troubleshot network issues, ensuring minimal downtime and optimal performance.
  • Assisted in configuring and maintaining hardware for network systems.

Product Support Engineer

Jwaala / Alogent
Telecommute
10.2017 - 02.2018
  • Solicited relevant information from clients to troubleshoot non-routine problems effectively, increasing resolution speed
  • Documented solutions that solved client problems and clearly presented them to clients and team members, improving knowledge sharing
  • Provided clients with workaround solutions to resolve production incidents until permanent solutions were available, minimizing client downtime
  • Understood client business workflows and product implementations to better support client needs
  • Escalated urgent client issues within the team or Technical Support, ensuring timely resolution
  • Reported software issues to Product Development and created defect records with supporting data, facilitating faster fixes
  • Prepared test environments simulating client environments to assist in error recreation and determine appropriate actions
  • Tested patch releases and configuration changes to software products, ensuring quality before deployment
  • Integrated knowledge from a range of technologies to address complex work assignments
  • Participated in customer installations, upgrades, and training, enhancing client satisfaction
  • Collaborated with cross-functional teams to enhance product functionality and improve user experience.

Installer / Service Tech

Best Buy
Sarasota, FL
10.2007 - 07.2014
  • Installed and reinstalled software such as Microsoft Office and anti-virus programs, ensuring system security and productivity
  • Set up, tested, and configured networks, desktops, laptops, and printers to support customer technology needs
  • Achieved a 100% customer satisfaction rate by responding to and resolving an average of five field service requests per day
  • Explained company offerings to promote products and services, increasing client engagement
  • Installed and removed home theater systems, including wire pulling, device termination, and mounting back boxes
  • Installed electronic components to enhance home entertainment systems
  • Documented and reported each installation in the company log book, ensuring accurate service records
  • Examined systems to locate problems such as loose connections and broken insulation, improving system reliability
  • Ran diagnostic tests to verify equipment functionality, reducing repeat service calls
  • Installed a wide range of consumer electronics and appliances with precision and care.
  • Provided exceptional customer service during installation processes, ensuring client satisfaction.

Installer/Technician

Pro Audio Services
North Port, FL
04.2005 - 10.2007
  • Performed full-service home theater installations, enhancing client entertainment experiences
  • Completed home theater audio and video wiring, ensuring high-quality sound and visuals
  • Troubleshot systems to quickly resolve technical issues and minimize downtime
  • Collaborated with small teams to provide installation services and support, improving project efficiency
  • Installed and calibrated professional audio equipment for various events, ensuring optimal sound quality.
  • Collaborated with project managers to determine installation requirements and timelines for effective execution.
  • Conducted on-site assessments to troubleshoot audio issues, providing swift solutions to enhance event experiences.

Education

Associate of Science - Information Technology

ITT Technical Institute
Fort Myers, FL
01-2016

Skills

  • Communication skills
  • Help Desk
  • Desktop Support
  • SCCM
  • AS400
  • Network Support
  • Software Troubleshooting
  • Network installation
  • Computer skills
  • Operating Systems
  • Ghost Solution Suite
  • Problem Solving
  • Test Environment Setup
  • SAP
  • Active Directory
  • Technical Support
  • DNS
  • Analytical Thinking
  • Writing skills
  • Help desk experience
  • Wireless networking
  • Remote support capabilities
  • Hardware installation
  • Application support
  • System maintenance
  • Mobile device support

Timeline

Systems Support Technician

Cheney Brothers Inc.
04.2021 - Current

IT Network Support Technician

Hussmann/Panasonic
07.2018 - 12.2019

Product Support Engineer

Jwaala / Alogent
10.2017 - 02.2018

Installer / Service Tech

Best Buy
10.2007 - 07.2014

Installer/Technician

Pro Audio Services
04.2005 - 10.2007

Associate of Science - Information Technology

ITT Technical Institute

Military Service

  • US Army | Germany and Saudi Arabia
  • July 1987 to September 1995

Additional Information

  • Authorized to work in the US for any employer
  • Strong communication skills
  • Working independently
  • Leadership
  • Object-oriented design
  • System administration
  • Managing tight deadlines
  • Help Desk

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