Paul Kragenbrink
@paulkragenbrink
Senior software support analyst specializing in remote tier-2+ application troubleshooting and AI-enabled solutions.
United StatesWhat I'm looking for
I am a Senior Software Support Analyst with extensive experience resolving complex application issues, supporting FinTech platforms, and working in 24/7 production environments. I have a strong track record at FIS supporting VisionIP, xVision, and FIS Reporting Suite, improving customer satisfaction and resolution times through knowledge base creation and hands-on troubleshooting.
I leverage AI tools and agents to boost team efficiency, served as an AI Team Captain coaching peers, and supervised implementation teams to drive workflow improvements. My background includes enterprise hardware/software support, Active Directory, and electronics repair, supported by a B.S. in Network Management.
Experience
Work history, roles, and key accomplishments
Provided 2nd-tier application support for FIS VisionIP, xVision and Reporting Suite, resolving complex issues that improved customer satisfaction and reduced resolution times; led AI adoption as AI Team Captain and authored knowledge base articles to increase team efficiency.
IT Help Desk Analyst
Farmers Insurance Group
Oct 2011 - Jul 2012 (9 months)
Handled inbound help desk tickets for proprietary claims software, Lotus Notes, Office and endpoints, resolving complex user issues and ensuring SLAs were met to maintain high service quality.
Supported enterprise customers on server hardware and software, troubleshooting RAID configurations, firmware/drivers and networking peripherals to improve product reliability and customer satisfaction.
Technical Support Representative
America Online
Delivered inbound support for the AOL application, achieving repeated recognition for outstanding performance and user satisfaction.
Integrated Test Equipment Operator
US Army
Maintained and repaired electronic components and test equipment for OH-58D aircraft systems, performing solder/card repair and display restoration to increase equipment readiness.
Technical Support Representative
Sprint PCS
Provided inbound technical support for mobile devices, consistently recognized for high performance and timely resolution of customer issues.
Education
Degrees, certifications, and relevant coursework
Southern Nazarene University
Bachelor of Science, Network Management
Completed a Bachelor of Science in Network Management focused on networking, systems administration, and IT support.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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