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James Tranfaglia

@jamestranfaglia

Technical support professional at FedEx Services who supported ServiceMax workflows and enterprise endpoints through September 2026.

United States

Message

At FedEx Services, I served as a ServiceMax subject matter expert and technical escalation resource, supporting technicians with application, work-order, incident, and asset-management workflows.

I provided remote and on-site support across a distributed enterprise environment, troubleshooting Windows endpoints, Microsoft 365, identity and access, VPN, and connectivity issues. I also configured and supported Windows 10/11 devices using Intune and Autopilot.

Previously, at Universal Networks Inc., I delivered managed IT support for small and mid-sized business clients, troubleshooting systems and networks and managing issues through resolution or escalation. I also administered Active Directory and deployed, migrated, and restored PCs.

Experience

Work history, roles, and key accomplishments

Technical Service Representative III

FedEx Services

Jun 2017 - Sep 2026 (9 years 3 months)

Served as a ServiceMax subject matter expert and technical escalation resource, providing remote and on-site support for Windows endpoints, Microsoft 365, and network infrastructure. Coordinated with vendors and internal teams to resolve hardware, connectivity, and application issues.

ServiceMax Windows 10 11 Microsoft 365 Entra ID Active Directory MFA Exchange Online Teams One Drive SharePoint Intune Autopilot VPN Networking Troubleshooting Documentation Vendor coordination

Network Analyst / Technician

Universal Networks Inc.

Feb 2007 - Jun 2017 (10 years 4 months)

Delivered remote and on-site IT support for multiple small and mid-sized business clients in a managed-services environment. Managed client support issues from troubleshooting through resolution, including Active Directory, Exchange, VPN, and network infrastructure.

Active Directory Group Policy Exchange Outlook VPN RDP Citrix Virtual Apps And Desktops Acronis Ghost GIMAGEX TCP IP DNS DHCP LAN WAN Networking Troubleshooting Documentation

Easy Tech / Business Machines Associate

Staples Inc.

Mar 2004 - Feb 2007 (2 years 11 months)

Diagnosed, repaired, upgraded, and maintained customer PCs and peripherals while managing service intake and documentation. Explained technical issues in customer-friendly language and trained associates on PC service procedures.

PC Repair hardware troubleshooting Customer Service Documentation Training