IT Support Technician MSP Remote Support Specialist

Mason Sieloff

Canton, Ohio **********@*****.*** 330-***-**** linkedin.com/in/masonsieloff/

IT Support Technician Remote Help Desk MSP Experience PROFESSIONAL SUMMARY

IT Support Technician with hands-on experience in a Managed Service Provider (MSP) environment delivering remote technical support to end users across multiple client networks. Experience troubleshooting Windows systems, Microsoft 365, Active Directory, VPN connectivity, printers, and endpoint-related issues using ticketing systems and remote support tools. Familiar with using ConnectWise Manage and ScreenConnect in fast-paced support environments. Customer-focused with clear communication, consistent documentation, and efficient issue resolution. CCNA and CompTIA Network+ certified. SKILLS

Technical Support & Systems

Remote Technical Support • Windows 10/11 • Endpoint Troubleshooting • Hardware & Software Troubleshooting • Printer & Peripheral Support • PC Provisioning Microsoft & Identity

Microsoft 365 • Active Directory (User & Group Support) • Password Resets • MFA Support • Outlook & Office Apps

Networking & Access

VPN Support • Network Connectivity Troubleshooting • Wi-Fi & LAN • DNS & DHCP Fundamentals

Tools & Platforms

ConnectWise Manage • ScreenConnect • RDP • VoIP / SIP Phone Systems Service Desk Skills

Ticket Documentation • Incident Management • Service Desk Workflows • Customer Communication

EXPERIENCE

IT Support Technician, Virtual Data Works, Akron, Ohio 2025 – Present

• Delivered remote IT support for 35+ client companies using ConnectWise RMM and ScreenConnect, troubleshooting hardware, software, and network issues across diverse environments.

• Managed cloud and network systems, including Microsoft 365 (M365), Active Directory, Sophos firewalls, Ubiquiti networking gear, and SIP phones, ensuring uptime and reliable client operations.

• Streamlined IT operations by provisioning devices, maintaining accurate documentation, and resolving tickets efficiently to improve client support and response times.

Associate, M.S Enterprise, Canton, Ohio 2020 – 2022

• Identified and evaluated profitable real estate investment opportunities by conducting market analysis, resulting in a 75% return on investment within 14 months through strategic property selection, targeted renovations, and resale.

• Delivered an exceptional tenant experience by maintaining open communication, responding quickly to maintenance requests, and ensuring that all concerns were handled professionally and efficiently.

EDUCATION

A.S in Computer Network Administration and Security Technology, Stark State College CERTIFICATIONS

CCNA, CompTIA Network+, Studying for Offensive Certified Security Professional and MS-900 INDUSRTY SKILLS

• Remote Systems Administration & Support

Delivered technical support to 35+ client companies using ConnectWise RMM and ScreenConnect, troubleshooting Windows endpoints, network devices, and peripherals. Resolved hardware, software, and connectivity issues while maintaining high service reliability.

• Cloud & Account Management

Managed Microsoft 365 (M365) and Active Directory environments, onboarding new users, provisioning accounts, configuring email, phone extensions, and workstation setups, and applying standard operating procedures to ensure consistent user experiences.

• Networking & Security Administration

Accessed and maintained client network devices including Sophos firewalls, Ubiquiti switches and access points, and SIP phones. Managed VPN connections using OpenVPN configurations and monitored network health to enforce security policies.

• Ticketing & Process Optimization

Utilized ConnectWise Manage to log, track, and resolve support tickets, prioritizing issues based on SLA requirements. Documented resolutions, escalated complex cases, and applied troubleshooting procedures to streamline support workflows.

• Client-Focused Communication & Support

Provided end-user guidance and troubleshooting instructions with clear, professional communication. Assisted clients in device setup, software configuration, and best practices for safe computing, ensuring minimal downtime. OTHER ACTIVITIES

• Attended Northeast Ohio ISACA meeting with speaker Dave Kennedy of TrustedSec

• Participated in Queen City Convention Cincinnati 2025

• Volunteered to assist elderly individuals with computer and medical needs

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