Application for User Support Technician Role
Resume:
Mark Alexander
403-***-**** ****.***********@*****.***
Hiring Manager
Alpha Computer & IT Solutions
Drayton Valley, AB
Dear Hiring Manager,
I am writing to express my interest in the User Support Technician position with Alpha Computer
& IT Solutions in Drayton Valley. With hands-on experience providing end-user technical support, system setup, Microsoft 365 administration, Active Directory management, and troubleshooting hardware and software issues, I am confident I would be a strong fit for this role. In my current role as IT Support Assistant with the Lethbridge Public Library, I provide frontline technical support across multiple branches, resolving hardware, software, network, printer, and audiovisual issues while maintaining a high level of customer service. My responsibilities include setting up and deploying computers for staff use, installing and configuring operating systems and software, managing user accounts in Active Directory, supporting Microsoft 365 services, and documenting solutions to improve support efficiency. This experience aligns closely with the responsibilities outlined in your job posting, particularly responding to users experiencing technical difficulties, setting up equipment, and providing guidance and training to users. While I greatly value my current position and the experience I have gained, my role is a permanent part-time position. I am now seeking a full-time opportunity where I can continue to develop my career, take on additional responsibility, and contribute more broadly to an organization’s IT operations.
I am particularly interested in this opportunity in Drayton Valley because I enjoy living and working in smaller communities and appreciate the opportunity to provide direct, hands-on IT support where you can really make a difference for users and businesses. I enjoy working closely with users to solve problems, improve their systems, and ensure their technology works reliably so they can focus on their work. I believe my technical skills, organization, and team- oriented approach would allow me to contribute effectively to your team. Thank you for your time and consideration. I would welcome the opportunity to discuss how my skills and experience would make me a strong addition to Alpha Computer & IT Solutions. Sincerely,
Mark Alexander
Mark Alexander
Email: ****.***********@*****.*** LinkedIn:www.linkedin.com/in/markgavinalexander Location: Lethbridge, Alberta, T1K 4L4 Mobile: 403-***-**** PROFESSIONAL SUMMARY
Results-driven IT Support professional with experience supporting multi-site environments. Proven ability to resolve technical incidents efficiently, administer secure Microsoft 365 and Active Directory environments, and implement system improvements that reduce recurring support issues. Recognized for strong communication, technical precision, and proactive IT operations management.
WORK EXPERIENCE
IT Support Assistant (Permanent Part-time) Jul 2024 - Present Lethbridge Public Library • Lethbridge, Alberta
Provide frontline IT support for multi-branch operations, resolving hardware, software, network, printer, and AV incidents with high first-contact resolution.
Administer Microsoft 365 (Exchange, Teams, SharePoint, licensing) for organizational users, ensuring secure access and service
Manage Active Directory accounts, OUs, and Group Policies to maintain domain security and operational efficiency.
Maintain Windows Server file permissions and backup processes supporting organizational data integrity.
Implemented Total Network Inventory (TNI), improving IT asset visibility and lifecycle tracking across all locations.
Reduced recurring support requests by developing user documentation and delivering targeted staff training.
Led and staged Windows 11 deployments across two branches, ensuring compatibility testing and minimal service disruption.
Monitor system logs and validate fixes prior to ticket closure to ensure full resolution and service reliability.
IT Intern May 2024 - Jun 2024
Altis MSP • Lethbridge, Alberta
Delivered desktop and laptop troubleshooting services for business clients.
Performed data migrations and system cloning with minimal downtime.
Deployed devices using Microsoft Autopilot and assisted with network configuration tasks. Warrant Officer, Presidential Protection Service Nov 1999 - Aug 2021 South African Police Service • South Africa
Close protection to South African presidents, deputy presidents, and foreign dignitaries.
Managed radio communications, IT, and technical support.
Installed and monitored CCTV systems.
Provided Investigated incidents and prepared relevant reports. EDUCATION
Computer Information Technology Diploma Sep 2022 - Jun 2024 Lethbridge College • Lethbridge
SKILLS
Microsoft 365 Administration Active Directory and GPO Management
Windows Server IT Asset and Inventory
Control
Hardware and Software Troubleshooting
Network and Telecommunications
Support
Documentation and User Training
System Security and Access Control Vendor Coordination KEY PROJECTS
Implemented Total Network Inventory (TNI): Researched, deployed, and now maintain the library’s network inventory system for automated hardware/software visibility.
Active Directory Cleanup: Renamed domain computers, reorganized OUs, and improved management consistency.
Community Room Documentation: Created detailed AV technology documentation and trained staff, reducing support requests.
Windows 11 Deployment: Executed staff and public computer upgrades across two branches, resolving compatibility and imaging challenges.
Gaming PC Rollout: Prepared and configured high-performance gaming computers for public use.
Youth Technology Program: Refurbished older computers for hands-on “How to Build a PC” youth workshops.
REFERENCES
References will be provided on request.
Contact this candidate