Paige Cartwright
Austin,TX
Summary
IT professional with 11+ years of experience in operations, systems administration, endpoint management, and network infrastructure. Proven ability to design and maintain scalable IT systems, lead cross-departmental projects, and build IT processes that scale with the business. Known for outstanding communication skills, building strong documentation, and providing exceptional end-user support.
Overview
11
11
years of professional experience
Work History
Information Technology Administrator
Findhelp
08.2021 - Current
- Led three post-acquisition IT integrations (for Kiip, SchoolCare, Uno Health), unifying systems and standardizing software.
- Designed and implemented IT infrastructure across four physical offices, including networking, security, and access control systems. Full-stack network configurations to ensure reliability, performance, and security.
- Maintain all hardware inventory, software licensing, and asset lifecycle documentation. Abide and implement processes for NIST controls.
- Write and maintain internal IT policies, SOPs, and Hi-Trust/TxRAMP/FedRAMP audit-ready documentation.
- Regularly partner with Security and Compliance to strengthen security posture and meet audit requirements.
- Led incident response efforts, containing threats quickly with minimal disruption to business operations.
- Championed continuous improvements initiatives by identifying opportunities for streamlining workflows through GAM/Jira automations or process enhancements.
- Provision and de-provision user accounts, hardware, and software for a face paced startup.
- Develop and present IT onboarding sessions that blend clarity, humor, and thoroughness — earning consistent feedback as 'the best IT onboarding experience of their careers' from new employees.
- Manage P1-P4 help desk tickets with a 4.9/5 CSAT and 99% SLA consistently for over 4 years.
Technical Support Lead
Grande Communications, Inc.
07.2014 - 08.2021
- Delivered high-quality technical support across multiple brands, consistently ranking at the top for QA performance.
- Provided coaching and mentoring to team members to improve KPI metrics and service quality.
- Resolved technical issues including password resets, network troubleshooting, and system access through ticketing systems.
- Supported customer escalations and improved internal workflows for faster resolution times.
- Reduced call/chat wait times by implementing effective call routing strategies by representative expertice.
Education
Master of Business Administration (MBA) -
Texas State University
05.2019
Skills
- IT Operations & Systems Administration
- Network Administration & Architecture
- Endpoint Management (macOS, Windows, Chrome OS, iOS, Android)
- Identity & Access Management (JumpCloud/Google Workspace)
- SaaS Administration & Security (Atlassian, Zendesk, HubSpot, Salesforce)
- Asset Lifecycle & Inventory Management
- IT Documentation & SOP Development
- Incident Response & Management
- New Hire Onboarding & Offboarding
- Cross-Functional Communication & Leadership
Certification
- CompTIA ITF+
- CompTIA A+
- Extron Certified
Timeline
Information Technology Administrator
Findhelp
08.2021 - Current
Technical Support Lead
Grande Communications, Inc.
07.2014 - 08.2021
Master of Business Administration (MBA) -
Texas State University
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