Cloud Operations Specialist | IT Systems & Infrastructure

Led multi-site operations, compliance programs, and technical project delivery across 15 years. Delivered 200+ projects on schedule and within budget by directing cross-functional teams of up to 200 personnel. Reduced compliance incidents through audit-ready documentation systems and safety protocols. Managed project budgets totaling $2M+ annually. Created and maintained technical process documentation for 20+ operational procedures. Coordinated incident response and root-cause analysis for project-critical failures. Maintained internal IT needs including office network setup and support, workstation maintenance, and website/hosting administration.

Provided L2/L3 support for multi-tier national payment networks and major financial institutions across Canada. Reduced average incident resolution time by about 30% by building a structured escalation triage process for firmware, API, and connectivity failures across 5,000+ networked payment terminals. Coordinated QA reviews and integration rollouts for 3-5 major deployments per quarter. Trained and mentored a 6-person support team on troubleshooting protocols. Produced technical runbooks and post-incident documentation. Maintained secure, stable operations across payment network infrastructure serving 10+ major financial institutions with 99%+ uptime.