Mark Fraser

Service-driven IT Specialist with extensive experience supporting corporate users, enterprise platforms, and business-critical software in fast-paced professional environments. Proven track record managing Tier 2 incident queues, automating user provisioning, and resolving complex hardware, software, and network connectivity issues across Windows, macOS, and mobile devices. Known for clear, non-technical communication with end-users and rigorous SLA adherence.

Brings deep industry context through decades of direct involvement in Calgary residential real estate and property operations.

Technical Analyst - Field Law - Calgary, AB

(2026-03 - 2026-06)

• Provided centralized Tier 2 operational and technical system support across core business platforms, enterprise legal applications, and cloud environments.
• Managed incident triage queues, reviewed system data logs to isolate and resolve escalated technical discrepancies, and maintained comprehensive solution runbooks.
• Administered user provisioning, digital access permissions, and identity management in Microsoft Entra ID and Active Directory.
• Supported secure remote connectivity (VPN) and resolved multi-platform hardware/software issues for corporate users.

IT Support Specialist - MLT Aikins LLP - Calgary, AB

(2024-11 - 2026-01)

• Delivered centralized technical and system support to 800–1,000 corporate users across multi-office regional operations.
• Managed high-volume ticket queues in ServiceNow, consistently meeting and exceeding service level agreements for incident triage and first-contact resolution.
• Troubleshot desktop hardware, mobile devices (iOS/Android), network printers, and core business applications across Windows and macOS environments.
• Collaborated with external technology vendors and infrastructure teams to diagnose system discrepancies and streamline platform stability.

IT Coordinator - Supported Lifestyles - Calgary, AB

(2022-06 - 2023-03)

• Delivered operational systems and desktop support across corporate offices and 80 satellite community locations.
• Audited shared network repositories and eliminated 98,000 redundant files to optimize operational data retrieval and user accessibility.
• Administered digital staff scheduling platforms and onboarded administrative personnel to internal workflows.

Resident / Property Manager - 308688 Alberta Ltd. - Calgary, AB

(1996-01 - 2025-03)

• Oversaw full-cycle residential property operations and facility administration across a 26-unit multi-family portfolio at 1170 Memorial Drive.
• Triaged mechanical, plumbing, and electrical service requests, dispatching specialized trades and coordinating contractor access.
• Managed digital records, tenant condition documentation (PCRs), lease execution, and compliance under the Alberta Residential Tenancies Act.