Adam Schaefer Email and Phone Number

Over the past 5 years I've gone from QA testing video games to answering tickets with front line customer support, to implementing our current Zendesk infrastructure. I've created knowlegebases, worked with IT to enable mobile titles to route directly into our workspace, and plummeted cost of operation by designing systems that bring work to agents and provide automated responses for issues that don't require a human touch. I can take Zendesk from a fresh-out-of-the-box state and build an entire customer support network. I've also spent years acting as the tools administrator for our vendor teams, acting as the intermediary between IT, HR, and their agents. Troubleshooting VMware access, tailoring Confluence SecGroups, and resetting Slack 2FA are commonplace.