Aspiring DevOps engineer with 3 years of cloud support experience. Served as acting manager for a team of 45 specializing in cloud support.
Additionally, I helped serve as a stand-in SME, providing up to level 3 support for GCP products. As well as replace Managers during their absence. Successfully resolving complex technical issues while enhancing learning and growth for team members. Resulting in leading key projects, improving our site's tickets per hour by 10 % and increasing ticket resolution rate by 12%
Experience
TELUS | GoogleJanuary 2023 - Present
Technical Support Agent
Provided Level 2 & 3 support to end-users in configuring, diagnosing, and resolving ticketed issues.
Installed, configured, and maintained operating systems (Linux, Windows) and version/security patches.
Deployed and maintained cloud environments within the GCP landscape to recreate clients environment and testing environments
Implemented Infrastructure as Code (IaC) using Terraform to simulate clients issue, or reduce manual repetive tasks.
Created, managed, and maintained containers and container environment(Docker, Kubernetes, GKE).
Developed scripts to automate recreate clients issues and fast track solutions(Python, Bash).
Configured building and maintaining pipelines using tools such as Jenkins
Trained as a subject matter expert, specializing in cloud infrastructure and containerization technology allowing me to address more urgent tickets.
Mentored new hires in cloud support roles. Providing hands-on training and guidance.
Optimized our support system by creating an automated process for our internal case distribution
Improved first-call resolution rates, reduced average handling time, and increased ticket per hour rates
Freelance
Turbo HausMay 2024 - Present
Configured users/groups by providing appropriate permissions.
Created and manage cabling within business needs. Measuring throughput, troubleshooting faulty cables and implementing best cabling standards.
Managed and created dashboards and monitoring tools for visibility on local environment.
Advised best practices on network environment and security concerns.
Installed networking hardware(switch, router, VPNs) with appropriate needs by implementing network protocols. (BGP, RIP, DNS, DHCP)
Madhatter PubOctober 2021 - July 2023
Managed system upgrades and scheduled backups to guarantee that systems operate properly and efficiently.
Advised with manual implementation of networking protocols. (BGP, SNMP, EIRGP, OSPF)
Implemented automated scripts for incremental and full backups outside of the businesses operational hours.
Education
Concordia University Business Technology Management (Bachelor Of Commerce)January 2025 - December 2029
Dawson College Network Administration (Associates)January 2022 - March 2023
Institut de tourisme et d'hôtellerie du Québec (ITHQ) Culinary Arts (Certificate)September 2016 - June 2017
Certifications
Projects
Case Management Automation: Created, developed, and maintained an internal process to help streamline case activity when case owners are absent through customized reports, spreadsheets and dashboards.
Ensured timely action on high-priority cases to meet Service Level Objectives (SLOs) and mitigate urgent or high-pressure situations.
By prioritizing unresolved cases, I help maintain service continuity, reduce client anxiety, and relieve workload pressures on my colleagues.
Created training documents and policies for newly implemented procedures. Lead the training to staff on the new procedures, ensuring smooth implementation across all departments.
HomeLab: Managed several environments to enable internal testing and issue recreation. For example, I have created a webserver on an Ubuntu virtual machine hosted on a cloud environment and backed up from my local environment using Rocky 9.
Setup networking protocols internally using networking components (swtich, routers, firewalls, port forwarding)
Technical Skills
Security: Cloud IAM, VPS SC, Vulnerability Management Networking: Firewalls, VPNs, Routing and switching protocols, LAN & WAN configurations Containerization: Docker, Kubernetes, GKE, VirtualBox, vmWare Infrastructure as Code (IaC): Terraform, Ansible Languages/Scripting: Python, Bash, HTML, CSS