Dan Klaus
City Of Saint Peters,MO
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Well-versed in Incident Response and working in 24/7 uptime environment. Offering 8 years of experience in Technical Support.
Overview
15
15
years of professional experience
Work History
Senior Support Analyst
Retail Technology Group
09.2015 - Current
- Increased client retention rates through consistent follow-ups and proactive resolution of any outstanding concerns or questions.
- Reduced call wait times by redesigning the support workflow to prioritize urgent issues effectively.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Conducted regular performance evaluations for support staff members to ensure alignment with company goals.
Support Center Training Coordinator
Retail Technology Group
04.2017 - Current
- Verified training program compliance with applicable laws and regulations.
- Increased employee retention rates through targeted training interventions and career development opportunities.
- Compiled training handbook and related course materials.
Certified Swing Manager
McDonald's
05.2009 - 09.2013
- Collaborated with other managers on the implementation of company-wide operational improvements that enhanced overall efficiency across multiple locations.
- Motivated staff to perform at peak efficiency and quality.
- Enhanced customer satisfaction through consistently providing friendly and efficient service.
Education
High School Diploma -
Living Word Christian High School
O'Fallon, MOSkills
- Attention to Detail
- Computer System Diagnostics Software
- Stakeholder Communication
- Hardware support
- Software Support
- Lifecycle Management
- Network Troubleshooting
- Customer service expert
- Call Management
- Analytical and Methodical
- Help Desk Support
- Disaster Recovery
Accomplishments
Managed and Implented Windows 10 Hardware Upgrade Project for 700 Red Lobster Locations, 2016
Created and Hosted Support Analyst Onboarding Seminar RTG Training Classroom, 2017
Seamlessly transitioned my team to remote work due to COVID19, 2020
My professional career has been constantly expanded due expectations from leadership. Regularly relied upon to train colleagues.
Technologies
SCCM Remote Desktop Control
Microsoft OS
PowerShell
Active Directory
Microsoft System Center Configuration Manager
Office Suite
Batch Files
Command Prompt
Windows Server
SQL Database
DNS, DHCP, IPV4
Wireless Networking
Network Switch Management
LogMeIn Remote Desktop
NCR Command Center
Timeline
Support Center Training Coordinator
Retail Technology Group
04.2017 - Current
Senior Support Analyst
Retail Technology Group
09.2015 - Current
Certified Swing Manager
McDonald's
05.2009 - 09.2013
High School Diploma -
Living Word Christian High School