James McClain
Jefferson,OR
Summary
Detail-oriented IT support professional with a background in technical troubleshooting, user account administration, device provisioning, and network infrastructure support. Experienced supporting users in high-volume service environments, managing incident documentation, resolving login and connectivity issues, and performing secure account recovery procedures. Combines hands-on experience with telecommunications infrastructure, endpoint setup, and customer-focused technical support to deliver efficient solutions and maintain system reliability.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Relationship Consultant 3
U.S. Bank
02.2023 - Current
- Verifying customer identity and performing secure account maintenance, including credential resets, account updates, and access recovery while adhering to strict financial security protocols.
- Opening and configuring consumer and business accounts, ensuring accurate system entry, regulatory compliance, and proper account provisioning.
- Reviewing client information to diagnose service issues and providing tailored solutions, documenting requests and coordinating follow-up when additional support is required.
- Building long-term client relationships through proactive outreach, follow-ups, and problem resolution, ensuring consistent support and positive customer experiences.
Low Voltage Technician
A&E Security and Electronic Solutions
08.2022 - 01.2023
- Performed technical troubleshooting and root-cause analysis on network connectivity, telecommunications, and security systems, minimizing downtime and restoring service for end users and critical systems.
- Configured, maintained, and supported network infrastructure and connected systems including switches, routers, VoIP/telephone systems, CCTV, access control, and fire alarm systems.
- Installed, terminated, labeled, and tested structured cabling systems including Cat5/Cat6, fiber optic, coaxial, AV, fire alarm, and security cabling, supporting reliable network connectivity and infrastructure for enterprise environments.
- Utilized specialized diagnostic and testing tools to validate cable integrity, network performance, and system functionality.
Banker Coach
Wells Fargo
05.2020 - 08.2022
- Delivered Tier 1 technical and customer support in a high-volume call center, troubleshooting account access, login issues, and online banking functionality.
- Created and managed customer support tickets, documenting incidents, troubleshooting steps, and resolutions while escalating complex cases when necessary.
- Performed secure account recovery and password resets by verifying customer identity and issuing one-time passcodes through proprietary banking software.
- Provided training and mentorship to new bankers, supporting onboarding and improving service quality within the support team.
Mobile Expert
OSL Retail Services
03.2018 - 04.2020
- Provided technical support and consultation to customers by identifying device issues and recommending appropriate wireless devices, software features, and service solutions.
- Managed inventory tracking, device lifecycle handling, and accessory management while maintaining accurate documentation of transactions and configurations.
- Assisted users with data backup, restoration, and device-to-device transfers, migrating contacts, photos, applications, and account settings across iOS and Android platforms.
- Performed device provisioning and activation for smartphones and tablets, including account setup, carrier configuration, and feature enablement.
Education
Bachelor of Science - Information Technology
Strayer University
RemoteSkills
- Information security
- Problem-solving skills
- End user support
- Hardware installations
Certification
- CompTIA A+
Timeline
Customer Relationship Consultant 3
U.S. Bank
02.2023 - Current
Low Voltage Technician
A&E Security and Electronic Solutions
08.2022 - 01.2023
Banker Coach
Wells Fargo
05.2020 - 08.2022
Mobile Expert
OSL Retail Services
03.2018 - 04.2020
Bachelor of Science - Information Technology
Strayer University