Enterprise IT Operations,
Infrastructure Automation & ITSM Governance

Advanced Tier 3 technical escalations, SaaS billing ledger reconciliation, and enterprise identity/SSO troubleshooting within strict tool-access boundaries.

• Diagnosed complex SaaS billing exceptions and usage ledger disputes across Stripe Sigma SQL, Metronome usage ledgers, and Forge.
• Remediated SAML 2.0 / SSO lockouts, IdP configuration defects (Okta, Entra ID), and SCIM vs. JIT provisioning mismatches.
• Architected CaseDesk (v1–v11.7.4) and the caseAssist governance framework with default PII scrubbing and a 26-gate pre-send verification engine, sustaining a 90%+ QA accuracy pass rate across 9 sha256-verified releases.

Incorporated B2B IT consulting practice delivering infrastructure documentation, SOP re-engineering, network segmentation, and operational stabilization.

• Deliver infrastructure documentation, SOP engineering, and field IT deployment services for SMB and enterprise clients under a formal corporate practice.
• Design modular client runbooks, device-provisioning SOPs, and 90-day IT operations stabilization roadmaps that eliminate tribal knowledge and key-person dependency.

Tier 2 hardware, software, identity, and endpoint infrastructure operations supporting 1,000+ faculty, staff, and researchers.

• Provisioned, imaged, and managed Windows 10/11 and macOS endpoints using Microsoft Intune, Windows Autopilot, and Kandji, remediating rollout defects from an initial Apple device management deployment.
• Administered hybrid identity lifecycles, licensing, and security group permissions across on-premises Active Directory and Microsoft Entra ID while maintaining 95%+ ServiceNow SLA compliance.
• Authored the institutional UTM device provisioning SOP and engineered an ITIL 4 / KCS Knowledge Management Governance redesign featuring a RACI ownership matrix and a 13-metric KPI health framework.

Tier 2 operational escalation, queue backlog clearance, and cryptographic identity management in a 24/7 mission-critical policing environment.

• Systematically triaged and cleared an aging ServiceNow escalation backlog, resolving 100+ complex technical cases.
• Administered Entrust PKI digital security certificates, encrypted signing workflows, and role-based access controls across Active Directory and Azure AD.
• Conducted incident pattern analysis to isolate recurring hardware/software defects and staffed extended-hours operational rotations.

Enterprise endpoint lifecycle logistics, Day-1 onboarding, solo field network commissioning, and multi-channel Tier 1/2 technical support.

• Managed end-to-end hardware lifecycle operations (procurement intake, zero-touch staging via Intune/Autopilot/MDT/SCCM, warranty repairs) and authored the enterprise device provisioning SOP.
• Deployed as solo field IT specialist to commission remote construction trailers and sales offices, installing Fortinet firewalls, switches, and wireless infrastructure.
• Maintained 95%+ SLA compliance across Tier 1/2 support queues, executing Azure AD identity provisioning, MFA administration, and interactive Day-1 onboarding.

Healthcare clinical workstation support, regional polling station tabulator deployment, and multi-tenant SMB desktop/network administration.

• Delivered clinical workstation and peripheral support at University Health Network (UHN) under strict patient-privacy and uptime standards.
• Configured, tested, and troubleshot voting tabulators, modems, and network equipment across regional polling stations for Elections Ontario, plus SMB client infrastructure at TCP Network Services.

Six years of high-volume federal regulatory adjudication at ESDC, preceded by consumer lending and compliance roles at RBC and BMO.

• Administered federal employment insurance claims, verified high-volume financial data, and interpreted complex legislative frameworks with documented audit precision.
• Underwrote personal lending facilities, executed account reconciliations, and maintained strict regulatory compliance.