Senior IT Support Analyst

DAVID B. CLAUSEN

Cary, NC 919-***-**** ************@*****.***

SENIOR ANALYST / IT SUPPORT / CUSTOMER SERVICE

PROFESSIONAL SUMMARY

Results-driven professional with 11+ years of experience in IT support and help desk operations, combined with extensive customer service, HVAC, transportation, and retail experience dating back to 1989. Skilled in troubleshooting software, hardware, network, enterprise application, and end-user issues. Experienced supporting customers through telephone, email, chat, and ticketing systems while providing accurate, timely resolutions. Strong communication, problem-solving, and customer-service skills. CORE IT & SUPPORT

Technical support, troubleshooting, customer service, Windows 10/11, Microsoft 365, Active Directory, SharePoint, Salesforce, SCCM, Citrix, remote-support tools, Cisco VoIP/Meraki, VPN, wireless/Bluetooth, iOS/Mac/Linux, Chrome OS/Chromebooks, enterprise applications, POS/handheld scanners, ticket management, and database systems. PROFESSIONAL EXPERIENCE

Senior Analyst HCL America Cary, NC 2015 – Present

• Provide technical support through telephone, email, chat, and ticketing systems.

• Troubleshoot software, hardware, application, network, and end-user access issues.

• Install software, antivirus tools, patches, and related updates.

• Support Windows, iOS, Chrome OS/Chromebooks, enterprise applications, and Active Directory.

• Document issues accurately and use remote-support and enterprise tools to resolve customer problems. Lead Installation Mechanic IDEAL HVAC Holly Springs, NC 2014 – May 2015

• Assisted homeowners with troubleshooting heating and air-conditioning issues.

• Performed retrofit installations according to blueprint specifications and applicable building codes.

• Worked directly with customers to explain service needs and installation requirements. Installation Mechanic ARS Rescue Rooter Raleigh, NC 2011 – 2014

• Performed residential HVAC installation and service-related work.

• Worked with customers to identify heating and air-conditioning concerns and complete requested work. Bus Driver Wake County Public School System Raleigh, NC 2007 – 2011

• Provided safe and dependable transportation for Wake County Public School students in grades K–12.

• Maintained professional communication with students, families, school personnel, and the public. RETAIL & CUSTOMER SERVICE EXPERIENCE

Retail Associate Target North Carolina 2010

• Provided customer service and assistance in a fast-paced retail environment.

• Supported store operations, merchandise handling, and customer needs. Retail Associate Sam's Club North Carolina 2005

• Provided member service and assisted with day-to-day retail operations.

• Supported merchandise handling and customer needs in a high-volume warehouse retail environment. Additional Retail Experience 1989 – 2005

• Retail and customer-service experience with positions dating back to 1989, including cashiering, store operations, merchandise handling, and direct customer service.

EDUCATION & TECHNICAL TRAINING

• Wake Technical Community College, Raleigh, NC — HVAC / Electrical Code Studies, 2008–2011

• HCL IT Bootcamp — Cary, NC, 2015

• Microsoft Virtual Academy — JavaScript, C#, Java, HTML, CSS Programming

• Udemy Online Training — Full-Stack Web Development, Front-End/Back-End Programming, Android App Development

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