Technical Support Analyst

BRENDA M. SPENCER

Marietta, Ohio ***** 740-***-****

**********.**@*****.*** www.linkedin.com/in/brenda-spencer96 SUMMARY

Innovative and goal-oriented Information Technology Support Analyst with track record of success in driving continuous improvements to networks. Extensive experience in technical support, system maintenance, diagnostics, and end-user training. Well-versed in all aspects of data processing. Detail-oriented problem solver accomplished at configuring, installing, and upgrading equipment.

Technical Support Troubleshooting Computer Networking Data Analysis Cybersecurity Network Support Project Management Configuration Software and Hardware Installation Agile Methodology KEY ACHIEVEMENTS

• Performed device upgrade completion by replacing 120 Zebra XT15 with MC9400 to improve efficiency by 20%.

• Achieved client replacement by completing 100 HP to Dell Wyse client, resulting in 30% enhanced performance.

• Implemented hardware and software upgrades that improved system performance by 40%.

• Executed VoIP transition success by managing 800 Avaya VoIP phones’ switch to Polycom in three months.

• Thinned client management by configuring Wyse Management Suite, resulting in a 15% decreased device downtime.

• Resolved over 500 support tickets with a 98% customer satisfaction rate. EXPERIENCE

CONSTELLIUM, Ravenswood, West Virginia

Information Technology Support Analyst, 2023-2024

• Backed up camera image files to a Plasmon device, in the process of switching over to GoAnywhere for image storage.

• Imaged PC, cell phone setup, and various software installs for users.

• Deployed 100 Dell Wyse 3000 OptiPlex clients, replacing legacy HP Thin Clients on the plant floor at Constellium, supporting 250 end users.

• Achieved seamless device transition for 250 employees by replacing 120 obsolete Zebra XT15 devices with Zebra MC9400 units, improving workflow efficiency.

• Enhanced data management by backing up TB of camera images to Plasmon, transitioning to GoAnywhere for scalable storage.

• Maintained infrastructure uptime by replacing 10 Cisco switches during scheduled downtime on plant floor. CONSTELLIUM, Ravenswood, West Virginia

Automation Systems Technician, 2022-2023

• Improved device oversight for 15 Dell Wyse Thin clients by setting up Wyse Management Suite, resulting in 25% reduction in manual maintenance time.

• Configured and deployed TestSuite software on six new LAB computers, facilitating communication between five MTS fracture machines.

• Upgraded Avigilon camera system by configuring cameras, adding user views, and patching into area switches.

• Enabled reliable data backups for 100 plant floor computers by setting up Synology backup routines, increasing data security coverage by 25%.

• Replaced switches and set ports to certain VLAN depending on the connected device.

• Imaged floor PC and AD for users and computers.

Brenda M. Spencer, Page 2

WORKSPEND INC., THERMO FISHER, Marietta, Ohio

Document Control Specialist, 2021-2022

• Reviewed and updated randomization data to ensure compliance with formatting requirements in accordance with Marietta procedures.

• Reviewed, logged errors, and filed hard-copy DHRs to meet GDP, GMP, and ISO standards, before sending to Iron Mountain for storage.

• Created paper and CD manuals per product to send to customers.

• Developed DHR reminder notes for start-up meetings for production.

• Reviewed, filed, and recorded Excel training records for employees according to GDP and GMP.

• Used Agile to review documents for SuccessFactors for training.

• Created non-conforming issue tags in SAP.

• Closed out RED tag tickets, scrapped inventory, and moved inventory in SAP.

• Cross-referenced semi-finished parts to be used according to BOM. THE CITIZENS BANK COMPANY, Beverly, Ohio

Information Technology Support, 2020

• Procured 10 desktops and laptops. Imaged, deployed, and installed bank-specific software.

• Created support tickets with bank vendors (Jack Henry) when issues developed.

• Set up and installed CoreDirector, Core Teller, Xperience, FedReporter SmartY9, and SmartCall for users.

• Installed Xperience platform banking software, which ran off two local servers.

• Monitored security logs from off-site vendors for issues from within or outside environment.

• Accessed computers at other sites remotely to assist users with N-able.

• Set up and monitored VPN connections and Exchange Mail Server setting through Sophos firewall.

• Activated jacks and ports on network switches and port security. Separated printers to VLAN.

• Attended Ohio Bankers League virtual conferences on network security and phishing. AGILE-1, CHEMOURS WW PLANT, Washington, West Virginia Polycom Deployment Project, 2019

• Implemented and managed plant-wide switch of 800 Avaya VoIP phones to Polycom and Teams phones.

• Utilized RealPresence resource manager for monitoring and setting up Polycom devices.

• Converted and set up 10 conference phones from SFB to Teams mode.

• Assisted remote users at other manufacturing sites with phone issues. AGILE-1, CHEMOURS WW PLANT, Washington, West Virginia IT Infrastructure Specialist, 2015-2019

• Handled out-of-scope issues while company was still in separation process.

• Assisted users with SW installs for Windows 10, Outlook, Microsoft Authenticator, OneDrive, and Teams.

• Installed site-specific software, including Lotus Notes DB, ETQ, IP21, SAP, SharePoint, LIMS, and FLIR.

• Requested access rights in My Access for users to access various programs.

• Installed Microsoft apps on Apple and Android phones.

• Collaborated with Ricoh vendor when printers needed to be replaced or upgraded.

• Assisted in distributing and patching in VoIP phones on network switches.

• Copied user data from one server to another.

• Switched over static printers to new network.

• Troubleshot and assisted users through Skype, email, and in-person with C-pass certificate issues. Brenda M. Spencer, Page 3

ADDITIONAL EXPERIENCE

NESCO RESOURCE, DECISION ONE, DUPONT, Belle, West Virginia, Project Team Lead, 2015. Trained and oversaw eight new staff on re-imaging and deploying 250 PCs in three months. Scheduled staff to meet with customers. Contacted appropriate sources when issues were encountered. Tracked time of staff and logged staff time sheets. Consulted with site point of contact daily on issues regarding project completion.

NESCO RESOURCE, DECISION ONE, DUPONT, Washington, West Virginia, Windows 7 Migration Project, 2014-2015 HEALTH RECOVERY SERVICES, Athens, Ohio, Hardware, Software, and Network Support, 1999-2014. Researched, procured, and sustained HW and SW computers in five counties and 10 sites. Activated and reset 190 employees in Active Directory, email, and Netsmart software. Ran Cat 5 lines and networked new sites with SEOVEC. Switched LAN connections between remote sites from high-speed data line to WAN, using wireless, DSL, cable, and fiber connections. Configured routers and switches for LAN and WAN IP addresses for each site. Oversaw Netsmart (Unix-driven software) software patches and nightly backups on server. EDUCATION

WASHINGTON STATE COMMUNITY COLLEGE, Marietta, Ohio Associate of Applied Science, Data Processing, Minor in Accounting WASHINGTON COUNTY CAREER CENTER, Marietta, Ohio

Coursework in Data Processing and Accounting

CERTIFICATION

Sophos Engineer Certificate, Learning Modules through SuccessFactors PROFESSIONAL DEVELOPMENT

Azure Administrator and Fundamentals, K21 Academy, 2025 Fiber Training given by WCCC, Intro to Cyber Security, WSCC, 2025 CNC Mill and Fusion 360 given by AOMC, 2025

Pump training given by Total Equipment Company, 2025 White Belt Training, Intro to Green Belt, Constellium, 2024

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