James Dolberry
End User Services Manager | IT Operations | ServiceNow | KPI-Driven Leader | 17+ Years in Enterprise IT
- Role
- Technical Support Manager at FTI Consulting
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
About James Dolberry
IT Operations leader with 17+ years of experience across enterprise support, network engineering, and project delivery. Currently managing End User Services (EUS), with accountability for team performance, operational execution, and measurable service outcomes.I lead a team responsible for incident and request fulfillment in ServiceNow, recurring task execution, and front-line technical support. I focus on building structure, tracking the right metrics, and improving service quality through disciplined reporting, workflow design, and continuous feedback.I work closely with internal stakeholders to surface trends, resolve friction points, and improve responsiveness across the support organization.
Experience
Technical Support Manager
Mar 2025 — Present · Boston, MA, US
Education
Colorado Technical University
BA, Business Management; Marketing
Northeastern University
AS, Electrical Engineering Technology
1990 — 1993
Skills
- Active Directory
- Windows Server
- Cisco Technologies
- Microsoft Exchange
- Troubleshooting
- Servers
- Voip
- IT Management
- Networking
- Hardware
- Wan
- Databases
- Ninja Skills
- Mcsa
- Disaster Recovery
- Data Center
- Weapons Handling
- Network Security
- Network Design
- Network Engineering
- Microsoft Certified Professional
- Firewalls
- Technical Support
- Lan-Wan
- Information Technology
- Microsoft Office
- Network Administration
- Vmware
- Computer Hardware
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