Rheals Journey

About Me

Technology enthusiast with 3 years of cloud support experience. Served as acting manager for a team of 45 specializing in cloud support. Helped serve as a stand-in SME, providing up to level 3 support for GCP products. 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 | Google January 2023 - Present

Cloud Solutions Engineer

Provided Level 2 & 3 support to end-users in configuring, diagnosing, and resolving ticketed issues.
Experienced work in Linux and Windows environments for system configuration, troubleshooting, and automation.
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.
Diagnosed and resolved low-level OS and service issues using logs and command-line tools.
Authored and maintained technical documentation, runbooks, and troubleshooting guides.
Developed Python scripts to automate system validation, environment replication, and issue reproduction.
Created, managed, and maintained containers and container environment(Docker, Kubernetes, GKE).
Administered and troubleshot Kubernetes clusters, resolving pod failures, networking issues, and configuration errors.
Utilized Git for version control and collaborative development across multiple teams.
Configured, built, and maintained pipelines (Jenkins, Gitlab, ArgoCD).
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 Haus May 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 Pub October 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 & Certificates

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

Comptia
Network +
A +
December 2025
November 2025

Linux Foundation
Linux Foundation Certified System Administrator November 2024

Google Cloud
Associate Cloud Engineer April 2023

Projects

Automated Case Management Distribution

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.

Ex: Successfully created a webserver on an Ubuntu virtual machine hosted on a cloud environment(digital ocean), backed up from my local environment (Rocky 9), using Docker to use a container to host the webpage and securing with Caddy.

Additionally, hosting the programing requirements throught a github account while using Terrafrom to deploy the resource and Ansible to mange it with.

Setup networking protocols internally using networking components (swtich, routers, firewalls, port forwarding)

Technical Skills

Systems Administration (Linux, Windows): LFCS Certified, User & permission management, System logging & monitoring, Disk managemnet
Cloud & Infrastructure: Amazon Web Services, Azure, Google Cloud Platform, Digital Ocean
Security: Cloud IAM, VPS SC, Vulnerability Management, Caddy,
Networking: Firewalls, VPNs, Subnetting and routing protocols(BGP, EIRGP, RIP, OSPF, CIDR), LAN & WAN configurations
Virtualization: VirtualBox, VMware
Containerization: Docker, Kubernetes, GKE
Infrastructure as Code (IaC): Terraform, Ansible
Languages/Scripting: Python, Bash, HTML, CSS
CI/CD: Gitlab, Jenkins, Argo
Data Analysis Tools: Excel, Google Sheets, Tableau, Looker Studio(GCP)
Version Control: Git

Rheal Cote-Gallinger