Randi Schaeffer
Southington,CT
Summary
Service manager with over 20 years of customer service experience and 10 years of technical support experience. Recognized for rapid resolution of customer issues. Achieved three promotions in six years at Kelser Corp, demonstrating dedication to service excellence and a positive work ethic. Proficient in troubleshooting a wide range of technical issues, from end-user operating system problems to complex server-level challenges. Adaptable contributor who excels in both leadership and collaborative roles as required.
Overview
9
9
years of professional experience
Work History
Service Desk Manager
Kelser Corp
Glastonbury, CT
08.2024 - Current
- Managed day-to-day functions of support engineer team, ensuring prompt resolution of support tickets and fulfillment of all service level agreements.
- Created detailed documentation for software, hardware, and network configurations.
- Train new support specialists, fostering a culture of learning and professional growth.
- Served as an L3 escalation point for more complex issues.
- Developed and implemented procedures and standards to optimize support desk operations.
- Analyze support metrics and reports to identify trends and areas for improvement.
Service Desk Engineer
Kelser Corp
Glastonbury, CT
01.2019 - Current
- Managed ConnectWise ticket board and responded to customer requests in a timely manner
- Delivered level-1 and level-2 support to customers for technical needs via phone and email.
- Conducted troubleshooting efforts to identify and rectify technical issues such as operating system failures, hardware discrepancies, printing concerns, MDM setups, networking difficulties, and application support
- Installed, configured and tested desktop computers, laptops and peripherals.
- Provided onsite assistance to customers as needed
- Documented troubleshooting steps taken during incident resolution process and created KB articles as needed.
- Resolved customer inquiries in a timely manner while providing excellent customer service.
Service Desk Technician
TEKsystems
Hartford, CT
09.2018 - 01.2019
- Provide first level technical support for Travelers through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives.
- Provide accurate and first time call resolution
- Triage issues and assign tickets to correct queue groups
Account Manager
CDW-G
Shelton, CT
02.2016 - 07.2018
- Build and manage client/vendor relationships while selling professional services and technology solutions to meet IT and workflow initiatives
- Collaborate with clients to identify technology needs and build a road map to achieve goals.
- Manage and coordinate projects for multiple businesses simultaneously
- Collaborate on sales strategies, discuss account trends, advise changes within accounts and coordinate quotes and sales opportunities within those accounts
- Track and forecast productivity and SLA Metrics
Education
High School Diploma -
Hornbeck High School
Hornbeck05-2002
Skills
- Technical support and training
- Incident management
- Documentation creation
- Customer service
- Incidence response
- Change management
- Communication skills
- Windows 7, 8, 10, and 11 support
- Windows Server
- ConnectWise Manage PSA (ticketing system)
- ConnectWise RMM (PC management and patching)
- Meraki GUI for network troubleshooting
- Aruba Central
- Sophos Central Endpoint Management
- Jamf/Sophos MDM
- M365 admin
- Exchange Online, email management
- Entra ID management (Azure AD)
- SharePoint migration software
- SharePoint creation and management
- Active Directory
- iOS/Android
- VMware
- Datto DR
- Hardware troubleshooting skills
- Software troubleshooting skills
- Remote Desktop management tools- (VNC, RDP, Team Viewer, CWRMM)
- VPN (Fortinet, SonicWall, Meraki)
- DHCP/DNS
Timeline
Service Desk Manager
Kelser Corp
08.2024 - Current
Service Desk Engineer
Kelser Corp
01.2019 - Current
Service Desk Technician
TEKsystems
09.2018 - 01.2019
Account Manager
CDW-G
02.2016 - 07.2018
High School Diploma -
Hornbeck High School