IT Support Engineer | Junior Systems Administrator
Caden Page
I bring 4+ years of MSP experience supporting Windows environments, Microsoft 365, Active Directory, identity, and business networks. Promoted to IT Service Engineer, I supported 80+ business clients and resolved technical escalations and security incidents.
Technical skills
core stack across my MSP experienceSystems, tools, and support capabilities developed across my MSP experience.
Systems & identity administration
- Windows 10/11 & Windows Server
- Active Directory & Microsoft Entra ID
- Group Policy
- User provisioning & workstation deployment
Microsoft 365 & security
- Microsoft 365 & Exchange Online
- Multi-factor authentication (MFA)
- Account compromise remediation
- Access management
Networking & VoIP support
- TCP/IP, DNS & DHCP
- VPN, Wi-Fi & VLANs
- Switches, firewalls & access points
- Network troubleshooting & VoIP administration
Tools & recovery
- NinjaRMM & Sophos Central
- Datto SaaS Protection
- Axcient backup & disaster recovery
- Client file recovery
IT service management
- ConnectWise Manage
- Technical documentation & SOPs — ITGlue & SharePoint
- SLA management
- Advanced remote & on-site technical support
Experience log
reverse chronologicalIT Service Engineer
Executech- Managed ticket lifecycle and provided remote/on-site engineering support for 80+ SMB clients across on-premises and cloud environments.
- Served as an internal technical escalation point, diagnosing hardware, software, network connectivity, and Active Directory / Group Policy faults.
- Led security incident response efforts, mitigating multiple Microsoft 365 account compromises and remediating an active VoIP system breach.
- Recovered client files through Datto SaaS Protection and Axcient backup and disaster recovery tools.
- Administered client network infrastructure — firewall configuration, VoIP provisioning, and physical layout/cabling improvements.
- Maintained an 80%+ weekly billable utilization rate in ConnectWise Manage while strictly adhering to client SLAs.
IT Service Technician
Executech- Provided front-line technical support and triage for inbound client requests via phone and email, with meticulous ticket documentation.
- Troubleshot and resolved multi-vendor hardware and software issues across Windows desktop and server environments.
- Improved technical documentation and SOPs using ITGlue and SharePoint.
- Achieved numerous 100% customer satisfaction ratings through proactive communication and timely issue resolution.
Promoted from IT Service Technician to IT Service Engineer in April 2024.
IT Support Specialist
Spring Solutions- Supported clients with troubleshooting tickets across hardware, software, and networking.
- Assisted new employee onboarding, including account creation and workstation setup.
- Managed IT equipment inventory and coordinated vendor orders for client needs.
Selected engagements
from the fieldA closer look at a few of the harder problems I've handled inside client environments at Executech.
Microsoft 365 compromise response
securityLed incident response efforts to mitigate multiple Microsoft 365 account compromises in client environments, applying account compromise remediation and access management skills.
VoIP breach remediation
securityRemediated an active VoIP system breach by identifying and neutralizing rogue accounts as part of client security incident response.
Network & cabling optimization
infrastructureImproved network reliability by optimizing physical layouts and cabling, administering firewall configurations, and provisioning VoIP systems for client environments.
Client file recovery
reliabilityRecovered client files using Datto SaaS Protection and Axcient backup and disaster recovery tools as part of my IT Service Engineer responsibilities.