Over thirteen years experience in the Tech space with an expansive background in Linux, Accessibility/Assistive Technologies, Communications, User Support/Experience, Learning & Development, Technical Writing, Mentorship, Event Organization/Promotion, and Mental Health Advocacy.
- Chicago, IL, United States
- spence@rcspence.com
- linkedin.com/in/spencerobert
Experience
Senior Operations Engineer, Robinhood (05/2021 - 09/2023)
- Employee Experience Lead
- CorpEng Communications and Documentation Lead
- Developed cross-team persona models for org-wide initiatives.
- Co-led successful rollout of company-wide AI support bot and developed knowledge ingestion policy/procedure.
- Developed and led multiple company-wide User Acceptance Testing initiatives.
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.
- Created, led, and facilitated a week-long global cross-team Linux training curriculum for internal support residents. Trained additional facilitators to ensure instructor coverage and availability.
- 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, driving creation of a dedicated Accessibility Support role.
- Created, organized, and led the first ever global platform support service team summit.
- Led and advocated for global morale, psychological safety, and well-being improvement projects and initiatives.
- Trained and mentored new CorpEng Internal Support teammates.
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.
BPO Analyst, Classic Properties (07/2006 - 07/2007)
- Property Condition Assessment
- Property Comparison
- Data Entry
Skills
OS: Debian and RHEL-Based Linux Distributions, MacOS, Windows, ChromeOS, iOS/Android-Based Mobile Operating Systems
Additional Skills and Experience: Shell Scripting, Assistive Technologies, Content/Tech Writing, Communications, Learning & Development, Instructional Design, Agile Methodology, Project Management, EDR/MDR, Network Support, Active Directory, Containers
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
Volunteering
826CHI (2023 - PRESENT)
- Volunteer
Wayward Council (2008 - 2012)
- Storefront Volunteer
- Event Organizer / Promoter
- IT / Web Designer
Hobbies
Writing (Fiction, Poetry), Stationery, Bullet Journaling, Horology/Watches, Reading, Playing Ukulele, Zine Making, Self-Hosting, Fortune Cookie Fortune Collecting