Technical Support Business Intelligence

Kraig Geise

Lewiston, MN ***** +1-507-***-**** ******@*****.*** LinkedIn

Professional Summary

Experienced IT professional with a strong foundation in business intelligence and data analytics. Proven ability to leverage SQL, Tableau, and Power BI to transform complex datasets into actionable insights that drive strategic decision-making. Demonstrated expertise in optimizing processes, implementing data-driven improvements, and collaborating cross-functionally to support technical and business objectives.

Skills

• Technical Support & Troubleshooting: Technical Support, Help Desk, Software Troubleshooting, Problem management, Application support, Customer Care Experience

• Operating Systems: Microsoft Windows Server, Microsoft Windows, Operating Systems, Linux, Ubuntu, Solaris

• Networking & Infrastructure: TCP, TCP/IP, VPN, DHCP, WAN, LAN, DNS, Network administration, Network Support, Network Engineering, Computer Networking, Remote Access Software, Load Balancing, Active Directory

• Databases & Business Intelligence: Oracle, MySQL, SQL, Relational databases, Crystal Reports, Tableau, Power BI, SAP ERP, Business intelligence, Data Visualization, Data Analytics

• Programming & Web Development: XML, CSS, HTML5, Java, JavaScript

• General IT & Project Management: IT, System Administration, Project management, Agile, Analysis skills, Communication skills, Authentication, Microsoft SharePoint, Microsoft Exchange, VMWare, Microsoft Excel, PC Hardware Configuration Work Experience

Computer Danamics Apr 2025 - Aug 2025

Systems Administrator Cologne, MN

• Diagnosed and resolved complex technical issues remotely, applying technical support expertise to ensure optimal system performance and customer satisfaction.

• Customized and installed software configurations to ensure seamless integration and mitigate connectivity issues.

• Addressed customer inquiries regarding system administration and software use, documenting interactions in alignment with CRM practices.

• Prepared detailed equipment quotes, advising clients on network hardware and PC configuration to support technical networking needs.

• Executed remote software installations and upgrades using specialized tools, enhancing system reliability and minimizing downtime.

• Managed Microsoft Office 365 licensing and user configurations, reinforcing efficient use of Windows operating systems and boosting productivity by 15%.

• Obtained multiple IT certifications, bolstering technical support skills and improving overall system diagnostics. Mayo Foundation for Medical Education and Research Mar 2012 - Oct 2024 Technical Specialist-Strategy Rochester, MN

• Led technical initiatives and collaborated with stakeholders to leverage data analytics and drive strategic decision-making, utilizing SQL and data visualization tools such as Tableau to convert complex data into actionable insights.

• Collected, analyzed, and synthesized technical data to identify trends early and ensure proactive system maintenance, thereby supporting operational improvements.

• Implemented process improvements by automating manual tasks and optimizing data reporting, which increased team productivity by 20%.

• Collaborated with cross-functional teams to troubleshoot network issues and resolve technical challenges, ensuring continuous system reliability and efficient IT configurations.

• Utilized expertise in Microsoft Suite, SQL, WordPress, and SharePoint to streamline data systems and support enhanced technical support processes.

Hiawatha Broadband Communications, Inc Mar 2001 - Mar 2012 Sr. Internet Analyst/Help Desk Supervisor Winona, MN Sr. Internet Analyst/Help Desk Supervisor Winona, MN

• Enhanced client satisfaction and network reliability by delivering effective technical support, consulting, and network administration services for a diverse range of clients.

• Consistently recognized for delivering exceptional customer service, resulting in a 20% increase in client retention and numerous positive customer testimonials.

• Enhanced server performance and reliability by implementing Ubuntu OS optimizations, resulting in 95% less downtime.

• Enhanced system security and operational efficiency by effectively managing security updates, server configurations, and server software installations.

• Conducted SQL database creation for tracking customer problems and inventory of network equipment, improving issue resolution time and inventory management

• Delivered expert second and third-level support for help desk operations, server applications, and user interface software, significantly boosting user satisfaction and system performance.

• Conducted customer training on Microsoft Windows and Apple Macintosh OSX.xx, boosting user proficiency by 20% and reducing support requests by 30%.

Hiawatha Broadband Communications, Inc Jan 2003 - Dec 2003 Server Management/Maintenance Winona, MN

• Performed maintenance on mail servers, radius/authentication servers, and web servers, ensuring optimal performance and reliability

• Procured and audited customer network equipment within the Identity Theft team, significantly improving network security and boosting customer trust.

Dura-Tech Industries Inc Nov 2000 - Jan 2001

Chemist La Crosse, WI

• Enhanced project efficiency and reduced errors by providing technical support for projects, programs, and process improvements in the chemical industry.

• Ensured adherence to ISO and QS standards by conducting measurements and documentation of process parameters, resulting in enhanced quality control and compliance.

• Reviewed and analyzed defect data for process improvement and assisted in PPAP submissions. Education

Winona State University-Winona, MN Dec 1999

Bachelor's, Physical Science

Winona State University-Winona, MN Jun 1986

Associates, General Studies

Certifications and Licenses

• Driver's License:October 2021 to October 2026

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