Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shelik Spencer

Cibolo,TX

Summary

Knowledgeable Help Desk Technician with robust background in technical support. Skilled in resolving complex issues efficiently and enhancing user satisfaction. Proven ability to troubleshoot and maintain systems while demonstrating strong communication and problem-solving skills.

Overview

14
14
years of professional experience

Work History

Tier 2 Remote Support Technician

Skyriver IT
San Marcos, TX
10.2025 - Current
  • Provide advanced remote support for systems, servers, and networks across Windows and Microsoft 365 environments, resolving 100-200 tickets monthly.
  • Administer user accounts, permissions, and security groups in Active Directory and Azure AD, ensuring strict adherence to access control policies.
  • Performed maintenance and troubleshoot virtual environments including VMware and Hyper-V to support business-critical applications.
  • Utilize remote monitoring and management tools to proactively identify and resolve issues, maintaining ~95% SLA compliance.
  • Collaborate with system administrators on infrastructure improvements and automation initiatives.
  • Develop and maintain technical documentation, increasing first-contact resolution rates by ~15%.
  • Mentor Tier 1 technicians and assist in onboarding new team members while serving as an escalation point.

Tier 1 Remote Support Technician

Skyriver IT
San Marcos, TX
01.2023 - 10.2025
  • Installed and configured hardware, software, systems, networks, printers, and scanners.
  • Maintained user accounts in Active Directory and Exchange Server environments.
  • Troubleshot system issues related to network connectivity, software installation and configuration, printing.
  • Provided technical support to users via telephone or remote access.
  • Monitored system performance and implemented preventive maintenance procedures.
  • Assisted with the deployment of new applications and updates to existing applications.
  • Managed inventory of IT assets such as laptops, desktops, servers and peripherals.
  • Created documentation for common IT tasks such as troubleshooting steps for various types of problems.
  • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
  • Maintained positive working relationship with fellow staff and management.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Responded to telephone, email and in-person inquiries regarding software and hardware operation, use and repair.
  • Managed over 20 calls per day.

Help Desk Specialist I

ASM Research
San Antonio, TX
11.2019 - 01.2022
  • Delivered Tier 1 and Tier 2 technical support in a secure, government-regulated environment.
  • Resolved user issues related to access, performance, and connectivity with a ~95% satisfaction rating.
  • Managed user accounts and permissions using least-privilege principles and strong access control practices.
  • Maintained accurate documentation while handling 40+ tickets per day in a high-volume environment.
  • Ensured strict compliance with security and data handling policies, contributing to zero access-related security incidents.

Sergeant, Radio Operator-Maintainer

United States Army
United States
01.2012 - 11.2019
  • Managed and maintained radio and satellite communication systems supporting mission-critical operations.
  • Installed and troubleshot network and communication infrastructure across multiple deployment environments.
  • Accounted for over $3M in equipment with zero loss incidents.
  • Led teams in deploying and sustaining operational networks, achieving over 99% uptime.
  • Trained and mentored junior personnel, improving qualification rates by ~20%.
  • Coordinated with federal agencies, including the U.S. Secret Service, to support secure communications.

Education

Associate of Applied Science - Information Technology (Cyber Security)

Saint Philip’s College
San Antonio, TX
08-2026

High School Diploma -

Hopewell High School
Hopewell, VA
06-2010

Skills

  • Service Desk & Remote Support: Enterprise ticketing systems (ServiceNow, Autotask, ConnectWise), triage, escalation
  • Systems & Endpoint Support: Windows OS (desktop/server), basic macOS support
  • Identity & Access Management: Active Directory, Azure AD, SSO, Okta (familiarity)
  • Collaboration Tools: Microsoft 365, Google Workspace, Slack
  • Security & Compliance: Access control, patching, data protection, secure documentation
  • Infrastructure & Virtualization: VMware, Hyper-V, LAN/WAN, DNS, DHCP, backup & recovery
  • Automation: PowerShell scripting for administrative tasks
  • Soft Skills: Customer service, communication, problem-solving, adaptability

Accomplishments

  • 7+ years of combined IT, communications, and service desk experience
  • Consistently resolve 25–40+ tickets daily with ~95% SLA compliance
  • Improved first-contact resolution by ~15% through enhanced documentation
  • Maintained zero loss accountability for $3M+ in equipment
  • Increased team training effectiveness by ~20% through mentorship

Timeline

Tier 2 Remote Support Technician

Skyriver IT
10.2025 - Current

Tier 1 Remote Support Technician

Skyriver IT
01.2023 - 10.2025

Help Desk Specialist I

ASM Research
11.2019 - 01.2022

Sergeant, Radio Operator-Maintainer

United States Army
01.2012 - 11.2019

Associate of Applied Science - Information Technology (Cyber Security)

Saint Philip’s College

High School Diploma -

Hopewell High School