Shae Hoerster

About

IT Support Engineer with 7+ years of experience across MSP, enterprise, and regulated environments. Skilled in Windows Server, Azure, M365, networking, and IT procurement. Proven ability to manage complex technical issues, lead infrastructure projects, and support compliance initiatives—strong communicator with a customer-first approach, balancing security requirements with business needs.

Experience

CMIT Solutions

Sep 2024 – Aug 2025

Seattle, WA

Senior Support Engineer

• Provided high-level IT support for Small and Mid-sized Businesses clients, resolving complex hardware, software, and network issues remotely and onsite. • Administered Windows Server, AD, M365, and cloud infrastructures to ensure system stability and security. • Configured and maintained firewalls, routers, switches, and VPNs for secure, reliable connectivity. • Led IT projects including server migrations, network upgrades, and security enhancements. • Dispatched field technicians, triaged incoming calls, created tickets, and prioritized requests based on urgency and business impact. • Handled administrative tasks including scheduling service calls, updating client records, and maintaining service logs. • Coordinated shipping and receiving of IT equipment, ensuring smooth onboarding/offboarding of employees. • Created and maintained technical documentation, asset records, and process guides. • Mentored junior technicians and trained end-users on cybersecurity best practices.

Jan 2024 – Mar 2024

Seattle, Wa

Desktop Support Specialist II

• Provided technical support and facilitated computer setup, installation, and relocation requests. • Maintained and upgraded end-user PCs, Mac, Android, and related equipment for optimal performance. • Delivered comprehensive hardware, software, and network services support to end users. • Ensured reliable end-user support by following established processes and procedures. • Handled equipment provisioning, shipping, and collection for employee onboarding and offboarding. • Collaborated with IT team members to troubleshoot issues and streamline information communication.

Education

University of Phoenix

Jan 2019 – Jan 2021

Associate's degree, Information Technology

Skills