Resume

MILWAUKEE, WISCONSIN

Hi, I’m
JD Claas.

You focus on your passion.
I’ll handle the rest.

I help small business owners identify practical ways to improve their business and make their websites easier to find, explore, and use. With Google Analytics, SEO tools, and customer feedback, I turn traffic and search insights into ideas for clearer content, stronger calls to action, and a smoother path to inquiries or bookings.

Explore my experience Connect on LinkedIn

HOW I WORK

Understand.
Solve. Explain.

Whether I’m troubleshooting a web platform, helping a clinical team through a device upgrade, or setting up employee accounts, I start with the person using the system.

I bring a practical approach to diagnosing issues, documenting the details, and communicating the next steps to technical and nontechnical teams.

Small business owners should be able to stay focused on the passion that built their business. I can take care of the supporting responsibilities - website updates, business tools, organization, and everyday technology help - so there is more room for the work that matters most.

PROFESSIONAL BACKGROUND

Experience that connects
people and systems.

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InContex Inc.

Customer support

Customer Support Specialist

Supported customer-facing web systems while working across sales and implementation teams.

  • Organized workflows in ClickUp and helped troubleshoot issues across web platforms.
  • Connected customer needs with the teams responsible for implementing solutions.
Customer experienceClickUpCross-team collaboration

New World Now LLC

Sep 2022 – Nov 2022

West Allis, WI

Help Desk Support Specialist

Helped clients nationwide troubleshoot websites and registries for educators, courses, and certifications.

  • Reproduced bugs, documented troubleshooting steps, and organized support tickets.
  • Communicated resolutions to internal teams, stakeholders, and end users.
Web platformsDebuggingIssue documentation

Advocate Aurora Health

Jan 2021 – Jan 2022

Milwaukee, WI

PC Management

Helped staff resolve technology issues and navigate computer upgrades with clear, patient customer service.

  • Guided users through device transitions, transferred data, and configured applications to support their everyday work.
  • Troubleshot Windows, Microsoft 365, printing, and application issues, explaining solutions in plain language.
Troubleshooting & customer serviceDevice deploymentWindows

Advocate Aurora Health

Sep 2020 – Jan 2021

Milwaukee, WI

HIT Service Analyst

Provided responsive help desk support, diagnosing computer, application, hardware, and access issues for staff.

  • Used knowledge resources to diagnose issues and guide team members through resolutions.
  • Resolved account and access problems, documented support requests, and communicated next steps to users and technical teams.

Devise and Resilient

Feb 2020 – Sep 2020

Milwaukee, WI

IT Consultant

Administered the organization’s server and Microsoft 365 environment, created employee accounts and profiles, and monitored the server for issues.

Ox Optimal

Mar 2019 – Jun 2019

Milwaukee, WI

Marketing Analytics Intern

Worked with Google Analytics, Google Ads, and Amazon advertising data to evaluate keyword strategies and identify opportunities to improve campaign performance.

TOOLS & STRENGTHS

A versatile technical toolkit.

IT systems & support

Helping people use their everyday technology with confidence.

  • Microsoft 365
  • Windows
  • Active Directory
  • ServiceNow
  • Hardware troubleshooting
  • Account & access management
  • Device upgrades & data migrations
  • Application configuration & user guidance

Business strategy & website performance

Finding practical improvements and using data to decide what to test next.

  • Business & competitor research
  • Google Analytics & traffic analysis
  • SEO tools & keyword research
  • Content & call-to-action improvements
  • Customer journey & booking-flow review
  • Baseline measurement & improvement testing

Web & customer experience

Connecting platform support with business needs.

  • Website & registry support
  • Bug reproduction
  • Technical documentation
  • ClickUp workflows
  • Customer service & user guidance
  • Stakeholder communication

AI skills

Applying AI to research, content, and business workflows—with clear instructions, careful review, and human judgment.

  • ChatGPT prompting & task design
  • Business & competitor research
  • Marketing analytics & content insights
  • Website & marketing content development
  • AI workflow & agent planning
  • Source verification & output quality review
  • Responsible AI use, privacy & human approval
  • Website prototyping & coding practice

SELECTED AI PROJECTS

  • Designed an AI-assisted weekly marketing workflow for clicks, keyword searches, social analytics, and competitor updates.
  • Created reusable prompts for traffic analysis, uncertainty labeling, baseline measurement, and human review.
  • Built and revised a private clickable Luna Verde Beauty & Wellness website concept with a provider directory, workshop hub, owner brief, and simulated non-live actions.
  • Designed proposed AI support workflows for Milwaukee small businesses, including website maintenance, appointment intake, FAQ drafting, marketing content, and reporting.
  • Created proposed multi-agent organizational models with coordinator, specialist, evaluator, and human approval roles.
  • Developed AI-assisted business plans, marketing strategies, financial planning materials, and client pitch presentations.

TRAINING

  • OpenAI Academy Applied AI Foundations — in progress
  • OpenAI Academy AI Foundations — practical prompting, context, output review, uncertainty awareness, and responsible AI use

EDUCATION

A foundation for building.

2019

Coding Bootcamp

UW Extension Program

2014

Information Technology

Milwaukee Area Technical College

LET’S CONNECT

Good work starts
with a conversation.

Want to improve your website or find practical ways to grow your business? Let’s talk about your goals and where support could help most.

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