Open to opportunities

James Finney

@jamesfinney

Message

I resolve Microsoft support issues through secure, client-focused Tier 1 troubleshooting.

United States

Message

What I'm looking for

I'm seeking an IT support role where I can apply Tier 1 Microsoft troubleshooting, secure identity verification, incident management, and client-focused communication while continuing to build my security knowledge through CompTIA Security+ preparation.

At Sutherland Global Services supporting Microsoft, I delivered remote Tier 1 desktop and platform troubleshooting for global users, managed incident tickets end to end, and followed secure identity-verification protocols before modifying account privileges.

I've consistently met operational metrics and high CSAT requirements by translating stressful technical failures into clear, client-focused troubleshooting workflows. I'm actively preparing for CompTIA Security+ and bring foundational coursework in web development and graphic design.

My logistics and dispatch background adds disciplined experience in asset tracking, documentation compliance, routing, SLA-focused operations, and conflict resolution across high-volume environments.

Experience

Work history, roles, and key accomplishments

Technical Support Agent

Sutherland Global Services

Jun 2016 - Dec 2017 (1 year 6 months)

Delivered remote technical troubleshooting and Tier 1 desktop/platform architecture support for global Microsoft users. Managed full lifecycle incident resolution tracking systems, logging user queries and executing escalation workflows.

MacOS Microsoft Word Incident Management Systems Technical Troubleshooting Identity Verification Customer Service Conflict Resolution