Summary
Overview
Work History
Education
Skills
Certification
Timeline
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James P. Finnen

Northampton

Summary

Dynamic Service Desk Engineer with a proven track record at Continuous Networks, adept at resolving complex technical issues and enhancing operational efficiency. Proficient in Active Directory and VPN management, I excel in collaboration and problem-solving, consistently achieving minimal downtime and improving user satisfaction through effective IT support strategies.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Service Desk Engineer

Continuous Networks
05.2024 - Current
  • Resolve 20+ end-user issues daily to minimize downtime, using the Halo PSA ticketing system.
  • Troubleshoot software, OS, networking/VPN, and server issues remotely via Ninja RMM and Screen Connect
  • Utilize Hudu KB, ChatGPT, and peer collaboration to research and resolve technical problems
  • Perform onboarding/offboarding through Active Directory, Azure, and Google Workspace
  • Update internal documentation and write new knowledge base articles as needed
  • Image PCs and laptops using IMMYbot; deploy WAPs, network switches, and other IT infrastructure during on-site visits

Support Technician

BerkOne
07.2023 - 05.2024
  • Resolved 15-20 user tickets daily using Track-IT; ensured minimal downtime for business operations
  • Handled hardware/software/VPN troubleshooting and patch management using Automate RMM
  • Imaged desktops/laptops via MDT and provisioned VMs and VDI sessions per SOP
  • Tracked IT assets and assisted with hardware lifecycle tasks
  • Performed physical network tasks: cable termination, installing switches, and server backup coordination

Information and Security Operations Associate

Sports Info Solutions
12.2022 - 06.2023
  • Provided Tier 1 support via Spiceworks ticketing; resolved software, hardware, and VPN-related issues
  • Tracked and managed inventory via Snipe and Excel
  • Reimaged laptops via PXE Boot; upgraded hardware including SSDs and RAM
  • Handled secure offboarding (account deletion, privilege revocation, asset retrieval)
  • Managed onboarding via Active Directory, Google, O365, and Slack admin portals; coordinated equipment shipping for remote hires
  • Modified user privileges via AD and Computer Management using RDP over VPN
  • Tracked audit and security-related tasks using Notion productivity suite

Education

B.S. - Cybersecurity and Information Assurance

Western Governors University
Salt Lake City, UT
03.2025

A.A.S. - Business Management

Northampton Community College
Bethlehem, PA
05.2005

Skills

  • SIEM
  • VPNs
  • MFA
  • Endpoint Protection
  • Active Directory
  • Azure
  • O365
  • Google Workspace
  • MDT
  • PXE Boot
  • IMMYbot
  • TCP/IP fundamentals
  • Nmap
  • Network switch configuration
  • Cable installation
  • Halo PSA
  • Track-IT
  • Spiceworks
  • Ninja RMM
  • PowerShell
  • CLI tools
  • Hudu KB

Certification

  • CompTIA Security+
  • CompTIA CySA+
  • CompTIA PenTest+
  • ISC² SSCP
  • CompTIA Network+
  • CompTIA A+
  • CompTIA Project+
  • ITIL Foundation

Timeline

Service Desk Engineer

Continuous Networks
05.2024 - Current

Support Technician

BerkOne
07.2023 - 05.2024

Information and Security Operations Associate

Sports Info Solutions
12.2022 - 06.2023

B.S. - Cybersecurity and Information Assurance

Western Governors University

A.A.S. - Business Management

Northampton Community College

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James P. Finnen