JAMES TRANFAGLIA
Hudson,NH
Summary
IT support professional with 18+ years of experience supporting end users, Windows endpoints, Microsoft 365 services, identity/access, network connectivity, and distributed operations. Hands-on experience includes Microsoft 365, Entra ID (Azure AD), Active Directory, Exchange Online/Outlook, Teams, OneDrive, SharePoint, Intune, Autopilot, MFA, Windows 10/11 deployment, VPN/remote access, asset management, and remote troubleshooting. Known for independently owning issues through resolution and communicating clearly with users and technical teams.
Overview
1
1
Certification
23
23
years of professional experience
Work History
Technical Service Representative III
FedEx Services
Boston, New England
06.2017 - 09.2026
- Administered and supported Microsoft 365 services across a distributed enterprise environment, including Exchange Online/Outlook, Teams, OneDrive, SharePoint, Entra ID (Azure AD), Active Directory, MFA, groups, permissions, and account access.
- Configured, deployed, and supported Windows 10/11 PCs, laptops, and mobile devices using enterprise endpoint-management processes, including Intune and Autopilot, while minimizing user downtime.
- Provided remote and on-site help desk support for hardware, software, connectivity, VPN, and access issues; maintained asset records, coordinated equipment replacements/returns, and documented completed work.
- Served as a ServiceMax subject matter expert for work-order and asset-inventory workflows, helping technicians resolve application/process issues and maintain accurate operational records.
- Partnered with NOC teams on router, core-switch, network-switch, and wireless-access-point installations and upgrades; completed site validation and checkout documentation.
- Coordinated with vendors and contractors for equipment support, Ethernet wiring, and network-upgrade preparation; addressed patch-panel, data-jack, and basic cabling issues when practical.
Network Analyst / Technician
Universal Networks Inc.
Wakefield, MA
02.2007 - 06.2017
- Delivered on-site and remote IT support for small and mid-sized business clients, troubleshooting Windows workstations, applications, email, connectivity, hardware, and network issues.
- Administered Active Directory users, groups, permissions, domain membership, and Group Policy; supported Exchange/Outlook, VPN, RDP, Citrix XenApp, and other remote-access solutions.
- Imaged, configured, and deployed PCs using Acronis, Ghost, GImageX, and related tools; migrated/restored user environments and performed hardware upgrades as needed.
- Installed and supported desktops, laptops, tablets, printers, servers, NAS devices, routers, switches, firewalls, wireless access points, patch panels, and network drops.
- Managed support tickets and coordinated with software vendors, hardware support teams, and service providers to resolve issues and complete infrastructure changes.
Easy Tech / Business Machines Associate
Staples Inc.
Saugus & East Wareham, MA
03.2004 - 02.2007
- Diagnosed, repaired, upgraded, and maintained customer PCs and peripherals while managing service intake, documentation, and completed-system return processes.
- Explained technical issues and solution options in customer-friendly language and trained associates on PC service procedures.
Education
High School Diploma -
St Mary's Jr/Sr High School
Lynn05-2002
Skills
- Endpoint & Device Support: Windows 10/11, Intune, Autopilot, PC/laptop deployment, imaging/reimaging, iOS/Android devices, hardware/peripherals, printers, scanners
- Microsoft 365 & Identity: Microsoft 365, Entra ID (Azure AD), Active Directory, users/groups/permissions, MFA, Exchange Online, Teams, OneDrive, SharePoint, Outlook
- User & Access Support: Account provisioning/access, security groups, permissions, Microsoft Office, VPN/RDP, remote-user support, user configuration and troubleshooting
- Networking: Routers, switches, wireless access points, firewalls, patch panels, network drops, wired/wireless connectivity troubleshooting
- IT Operations: Asset inventory, lifecycle management, ServiceMax, ticket/work-order management, preventive maintenance, vendor coordination, documentation
Certification
CompTIA Network+ Certification | Acrotrain, Beverly, MA | 2010
Personal Information
Title: IT SUPPORT TECHNICIAN | SYSTEMS & END-USER SUPPORT
Timeline
Technical Service Representative III
FedEx Services
06.2017 - 09.2026
Network Analyst / Technician
Universal Networks Inc.
02.2007 - 06.2017
Easy Tech / Business Machines Associate
Staples Inc.
03.2004 - 02.2007
High School Diploma -
St Mary's Jr/Sr High School