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