Experienced Operations Engineer with an over eleven-year history in the Tech space. Expansive background in Linux, Accessibility, Project Management, Customer Support, Training Creation/Facilitation, and Mentorship.
- Gainesville, FL
- spence@rcspence.com
Experience
Senior Operations Engineer, Robinhood (05/2021 - PRESENT)
Technical Support Engineer, Red Canary (08/2021 - 05/2022)
- Trusted partner on product functionality for customers and third-party vendors.
- Created Product Support and Known Issue documentation.
- Liaised with internal and external partner teams.
Corporate Operations Engineer, Google (12/2016 - 08/2021)
- Support Team subject matter expert and global escalation point for Linux and Accessibility-related issues.
- Developed and maintained globally utilized Linux support tools, training, and documentation.
- Developed and deployed Linux support and Accessibility improvements.
- Developed and led multiple global internal Linux Platform and Linux Professional Institute Certification (LPIC) training curriculums.
- Led formation of a support escalation and advocacy team for Accessibility.
- Mentored and Trained new teammates.
- Advocated for and led global morale and well-being improvement projects and initiatives.
Corporate Engineering Support Technician, Google (01/2015 - 12/2016)
- Provided global remote support for all major operating systems including Linux, MacOS, Windows, Chrome OS, Android, and iOS.
- Worked with managers and service owners to implement procedural and program-level changes.
- Organized team-building events.
IT Specialist, UF Health (04/2010 - 05/2014)
- Provided hardware, software, mobile, and network assistance for faculty, staff, and students.
- Securely disposed of storage media per HIPAA guidelines.
- Managed machines in Microsoft Active Directory / Group Policy.
- Maintained an up-to-date registry of machines in the IP Administration and Management System (IPAM).
- Liaised with hardware and software companies for additional troubleshooting, repairs, and exchanges.
- Assisted with college-wide migration from Windows XP to Windows 7.
Skills
OS: Linux, MacOS, Windows, ChromeOS, iOS, Android/Android-Based
Additional Skills and Experience: Shell Scripting, Python Scripting, Containers, Assistive Technologies, Project Management, Google Cloud Platform, EDR/MDR Products, Libre/OnlyOffice Suites, Network Support, Active Directory, Learning & Development
Education
Santa Fe College (2012 - 2013)
- Independent Study: SQL, HTML5, C++, Objective-C and iOS App Development
University of Florida (2007 - 2010)
- BA Religions Studies, Minor: Japanese
Broward College (2004 - 2007)
- AA General Studies & Humanities