Spencer Brelje
Saint Paul,MN
Summary
Experienced with troubleshooting and resolving application issues in complex environments. Utilizes effective problem-solving skills to ensure seamless application functionality. Knowledge of providing excellent user support and maintaining system integrity. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
8
8
years of professional experience
Work History
Application Support Analyst
Proto Labs
06.2022 - Current
- Provided support in constructing relationships within customer base to provide opportunity for expansion and growth.
- Enhanced application performance by identifying and resolving technical issues in a timely manner.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
- Maintained strong relationships with stakeholders by providing exceptional service and communication throughout issue resolution process.
- Used Ivanti, FreshService, Azure DevOps to track, maintain and update trouble tickets.
- Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
- Developed custom scripts for automating routine tasks resulting in increased efficiency within the team's daily operations.
- Assisted in the development of user guides and knowledge base articles for increased self-service capabilities.
- Documented procedures for troubleshooting common issues, contributing to a more efficient support process.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Collaborated with upper management to drive strategy and implement new processes.
- Maintained a 95% user satisfaction rating and greater than 90% resolution SLA for completing tickets.
- Brought attention to larger SOX, ITAR compliance issues to maintain compliance with legal entities.
Desktop Support Analyst
Proto Labs
12.2021 - 06.2022
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications, and peripheral equipment.
- Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
- Provided on-site and remote technical support to users.
- Troubleshot various technical issues dealing with printers, network and phone systems.
- Installed new hardware and software, patched systems, and configured settings.
- Developed comprehensive documentation on procedures, guidelines, and best practices for desktop support functions.
- Contributed to the success of IT projects by assisting with hardware installations, upgrades, and migrations and documenting new processes.
- Achieved 95% customer satisfaction and 90% resolution SLA managing 4 locations alone.
Service Desk Analyst
Proto Labs
10.2020 - 12.2021
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Provided after-hours support as needed to minimize business impact during downtime events.
- Provisioned new user accounts and managed user access complying with SOX regulations.
IT Service Desk Representative
TEKsystems
08.2018 - 09.2020
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Participated in the development and implementation of IT projects, providing valuable input based on service desk experience and end-user expectations.
- Increased first-call resolution rates by providing thorough troubleshooting and leveraging extensive knowledge of company systems and applications.
- Assisted with onboarding and training new Service Desk Representatives, sharing best practices and expert insights on company systems.
- Coordinated hardware refreshes for users requiring updated equipment, ensuring seamless transitions with minimal disruption to daily tasks.
Education
Computer Sciences
Saint Paul College
Saint Paul, MNSkills
- Ticket management
- Customer support
- Incident management
- Log analysis
- Defect identification
- Scripting languages
- ITIL framework
- Operating systems
- Troubleshooting documentation
- Teamwork and collaboration
- Problem-solving
- Adaptability
Timeline
Application Support Analyst
Proto Labs
06.2022 - Current
Desktop Support Analyst
Proto Labs
12.2021 - 06.2022
Service Desk Analyst
Proto Labs
10.2020 - 12.2021
IT Service Desk Representative
TEKsystems
08.2018 - 09.2020
Computer Sciences
Saint Paul College