Theresa Schafer
HOWARDS GROVE,WI
Summary
Experienced with providing comprehensive technical support to end-users, ensuring smooth operations. Utilizes problem-solving skills and effective communication to address and resolve issues promptly. Strong understanding of troubleshooting techniques and collaborative support environments.
Overview
15
15
years of professional experience
Work History
Manager
Milwaukee PC
01.2018 - 03.2020
- I was responsible for all customer support, assisting customers with decision making on needed pc products, training employees and maintaining inventory within the workplace.
- Increased customer satisfaction by providing prompt and effective technical support to end-users experiencing issues with computer systems or software applications.
- Enhanced end-users experience by providing timely and effective desktop support services.
Technology Support Specialist
Sheboygan Falls School District
04.2014 - 12.2017
- I was in charge of handling the Help Desk phones and responding to approximately 80 percent of the tickets in a timely fashion.
- Providing support for approximately 1600 users.
- Developed user-friendly training materials to facilitate quick adoption of new technologies among team members and clients alike.
- Managed incident ticketing system effectively, prioritizing urgent requests and escalating critical issues when necessary.
- Served as a liaison between management and technical staff, translating complex concepts into actionable plans for non-technical stakeholders.
- Implemented new systems and software upgrades, ensuring seamless integration into existing infrastructure without disrupting workflow.
- Assisted in the development of IT budgets and resource allocation plans to maximize efficiency across departmental operations.
- Helped streamline repair processes and update procedures for support action consistency.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
IT Consultant
Datamax IT Services
05.2013 - 03.2014
- I provided customer service and desktop support to all county employees.
- Contract for Sheboygan County Help Desk Administrator/IT Technician.
- Increased client satisfaction by providing timely and effective troubleshooting support for various technical problems.
- Recommended and installed upgrades and helped businesses to plan for technology to match growth.
- Facilitated seamless system migrations with minimal disruption to operations using careful planning, execution strategies, and risk mitigation techniques.
Installer Service Specialist
Sedona Technologies
09.2012 - 03.2013
- I worked in conjunction with IBM to do installations of computers, printers, servers, and battery backups at State Farm Offices throughout Wisconsin.
Intern
Lakeshore Technical College
10.2010 - 05.2012
- I spent much time troubleshooting computer systems and removing viruses from staff and faculty computers.
- Resolved computer and system networking problems to maintain user productivity.
- Maintained documentation and resources regarding problem resolution for reference in future instances.
IT Help Desk Coordinator
Pros 4 Technology
06.2019 - 08.2019
- I assisted customers via remote support as well as in person, responding to approximately 20 plus help desk tickets a day.
Owner/Operator
Fat Cow Pub & Eatery
06.2022 - Current
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
Education
Associate of Science - Computer And Information Systems
Lakeshore Technical College
Cleveland, WI05-2012
Skills
- Strong interpersonal skills
- Effective problem resolution
- Management of Google applications
- Remote troubleshooting
- Customer support ticket handling
- Windows 10 & 11
- Software launch management
- Customer support
- Desktop support
- Technical issues analysis
- Onboarding
- Application troubleshooting expertise
- Software installation expertise
- Help desk application proficiency
Timeline
Owner/Operator
Fat Cow Pub & Eatery
06.2022 - Current
IT Help Desk Coordinator
Pros 4 Technology
06.2019 - 08.2019
Manager
Milwaukee PC
01.2018 - 03.2020
Technology Support Specialist
Sheboygan Falls School District
04.2014 - 12.2017
IT Consultant
Datamax IT Services
05.2013 - 03.2014
Installer Service Specialist
Sedona Technologies
09.2012 - 03.2013
Intern
Lakeshore Technical College
10.2010 - 05.2012
Associate of Science - Computer And Information Systems
Lakeshore Technical College
Personal Information
Title: IT Help Desk Coordinator
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