Alexander Kroeger
Vancouver
Summary
Results-driven IT professional with over 7 years of experience in IT systems management and technical support. Expertise in troubleshooting, system optimization, and process improvement across various industries. Holds certifications in AWS, ITIL, and CompTIA, leveraging technical skills to enhance user experiences and drive operational efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Desk
Pacific Seafood
02.2025 - Current
- Provided excellent customer service for ticket types of all complexities.
- Implemented automated software installations of popular applications with inTune
- Developed end-user & internal training & documentation for various processes.
- Partnered with users to provide effective solutions
- Provided remote and in-person technical support for users all over the country via phone/chat/email
- Trained new service desk technician
Service Desk
Take 2 IT Consulting / CVENT
12.2024 - 03.2025
- Enhanced user satisfaction by providing technical support to 65 local users.
- Streamlined onboarding and off-boarding processes for efficient device management.
- Developed a knowledge base, reducing ticket volume through effective issue resolutions.
- Collaborated with management to identify and implement service desk improvements.
- Documented service desk requests for future reference and training initiatives.
Maintenance Technician & Team Lead
Element 6 Technologies
05.2021 - 05.2024
- Secured two promotions by enhancing team efficiency and boosting production output.
- Automated metric reporting with Excel and Power-Query, improving production transparency.
- Partnered with engineering staff to innovate process creation and improvement projects.
- Reduced plasma reactor malfunctions through root-cause analysis, enhancing system reliability.
- Streamlined production processes, reallocating 600 labor hours via Six Sigma project.
- Enhanced CVD reactor uptime using 3D modeling and printing for technical projects.
IT System Administrator
Cost Less Auto Parts
09.2019 - 03.2021
- Achieved 99% uptime by troubleshooting LAN, Wi-Fi, and printer issues.
- Deployed and maintained IT resources across three cities, enhancing operational efficiency.
- Streamlined onboarding by administering over 100 Active Directory user accounts.
- Automated data entry, saving eight hours weekly through VBA macros and workflows.
- Oversaw day-to-day administration of the auto parts ERP system, ensuring alignment between inventory, delivery, sales, and store management teams.
Store Manager and Tier 3 IT Support
McDonald's (Papa Restaurant Management)
10.2014 - 01.2018
- Enhanced expertise in franchise IT systems through intensive training at Hamburger University.
- Trained staff on new technology systems, boosting user proficiency and operational efficiency.
- Collaborated with stakeholders to align store goals with organizational objectives.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Education
Master of Science - Information Technology Management
Western Governors University
Salt Lake City, UT06-2026
Bachelor of Science - Information Technology
Western Governors University
12.2025
Skills
- User Support & Troubleshooting
- Automation & Scripting
- Application Support & Deployment
- IT Service Management
- Adaptability & Continuous Learning
- Technical communication
- Cloud Technologies (AWS)
- Verbal and written communication
- Staff training and development
- Documentation and reporting
Certification
- CompTIA Security+ Certification | Expires May 2028
- CompTIA Network+ Certification | Expires April 2028
- CompTIA A+ Certification | Expires: August 2027 Validates expertise in troubleshooting, hardware, and software support across diverse IT environments.
- ITIL 4 Foundation Certification | Expires: July 2027 Certified in IT service management best practices, leveraging ITIL frameworks to streamline IT workflows and enhance service delivery.
- AWS Certified Cloud Practitioner | Expires: November 2027 Demonstrates foundational knowledge of AWS cloud infrastructure and services and applied skills in cloud migration projects and system optimization.
Timeline
Service Desk
Pacific Seafood
02.2025 - Current
Service Desk
Take 2 IT Consulting / CVENT
12.2024 - 03.2025
Maintenance Technician & Team Lead
Element 6 Technologies
05.2021 - 05.2024
IT System Administrator
Cost Less Auto Parts
09.2019 - 03.2021
Store Manager and Tier 3 IT Support
McDonald's (Papa Restaurant Management)
10.2014 - 01.2018
Master of Science - Information Technology Management
Western Governors University
Bachelor of Science - Information Technology
Western Governors University