Robert Spencer
La Crosse,WI
Summary
I’m a results-driven Telecom & Network Specialist with 10+ years of hands-on experience supporting enterprise-level infrastructure, endpoint support, and IT systems. Known for my problem-solving mindset and calm approach during high-pressure outages, I excel at installing, troubleshooting, and optimizing voice and data networks across healthcare environments. I bring a unique combination of technical expertise, customer-focused service, and the ability to work independently while collaborating across departments. Whether I’m setting up VoIP systems, configuring routers, deploying new workstations, or training peers I’m committed to building seamless, efficient systems that help others do their jobs better.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Telecom / Network Specialist
Mayo Clinic
07.2022 - Current
- Install, configure, and support telecom and data network infrastructure in a complex medical environment
- Troubleshoot and resolve hardware/software issues related to enterprise network and telecom systems
- Lead internal escalation during service outages; serve as liaison with impacted users
- Collaborate with engineers to test and validate new telecom solutions and assess long-term supportability
- Prioritize support requests based on criticality and organizational impact
- Collaborated with cross-functional teams to troubleshoot and resolve connectivity issues.
- Led initiatives to streamline communication between diverse IT departments, improving response times.
- Troubleshot and maintained networking devices and infrastructure across enterprise.
Endpoint Support Specialist I
Mayo Clinic Health System
02.2018 - 07.2022
- Deployed over 300 workstations for clinical staff, achieving a 25% boost in user satisfaction
- Diagnosed, repaired, and replaced Apple and Windows-based systems with a 95% first-time resolution rate
- Partnered with cross-functional teams on major IT rollouts and training initiatives
- Delivered customer-first service, addressing requests and escalating as needed for resolution
- Contributed to process improvements in device setup, resource utilization, and system workflow
Help Desk Support Specialist
Mayo Clinic Health System
12.2015 - 02.2018
- Delivered first-line support across multiple systems, ensuring issues were logged and resolved efficiently
- Assisted users with technical issues using guided troubleshooting and knowledge base documentation
- Followed up on resolutions to ensure user satisfaction and system functionality
- Troubleshot and resolved complex IT problems, ensuring minimal disruption to clinical operations.
- Developed training materials for end-users, improving knowledge retention and reducing repeat inquiries.
- Mentored junior staff in troubleshooting techniques and customer service best practices, fostering professional development.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
Network Engineer
Adoni
10.2014 - 12.2015
- Installed, configured, and maintained LAN/WAN infrastructure and IP-based systems
- Collaborated with engineers to scope network projects and estimate hardware/software needs
- Diagnosed connectivity issues, optimized performance, and executed security protocols
- Managed vendor relationships and documented all network and equipment changes
- Designed and implemented network solutions to enhance system performance and reliability.
- Monitored network infrastructure to identify and resolve issues proactively.
- Evaluated emerging networking technologies to identify infrastructure improvement opportunities.
- Boosted system availability by conducting regular maintenance tasks, including firmware updates and hardware replacements.
- Enhanced security by implementing firewalls, VPNs, and access control systems.
- Reduced downtime with proactive monitoring of network devices and rapid troubleshooting.
- Diagnosed network problems involving combination of hardware, software, power and communications issues.
Education
No Degree - Network And System Administration
Western Governors University
Salt Lake City, UTSkills
- Apple Certified Repair
- HP Workstation Support
- PC/Mac Deployment
- Network Monitoring Tools
- Active Directory
- Customer-Focused Troubleshooting
- Documentation
- Cross-Team Collaboration
- Wireless networking proficiency
- Project management
- Customer support and service
- End user support
Certification
- Apple Certified Mac Technician (ACMT)
- HP Printer/Workstation Repair Technician
Timeline
Telecom / Network Specialist
Mayo Clinic
07.2022 - Current
Endpoint Support Specialist I
Mayo Clinic Health System
02.2018 - 07.2022
Help Desk Support Specialist
Mayo Clinic Health System
12.2015 - 02.2018
Network Engineer
Adoni
10.2014 - 12.2015
No Degree - Network And System Administration
Western Governors University
Skills
VoIP Systems, Switch/Router Deployment, LAN/WAN Troubleshooting, Apple Certified Repair, HP Workstation Support, PC/Mac Deployment, Cisco Networking, Network Monitoring Tools, Active Directory, Customer-Focused Troubleshooting, Documentation, Cross-Team Collaboration
Personal Information
Title: Telecom & Network Specialist