RUPALI MARWAHA
Edmonton
Summary
Results-driven IT professional currently working with EPCOR EDTI as a Co-op student with the Operational Network and Security team in addition to more than 2 years of experience in a support desk environment. I bring in valuable experience of working with OT systems and strong communication skills.
Overview
3
3
years of professional experience
Work History
CO-OP Student, Operations Network and Security
Epcor EDTI
05.2024 - Current
- Worked closely with the team to create support documents for new projects.
- Assisted with fine tuning the SIEM tools towards getting more targeted alerts as well as reducing false positives.
- Assisted with patch management as well as updating baselines.
- Gained hands on experience in supporting devices in a highly critical OT environment.
- Gained knowledge about NERC CIP standards and also C2M2 Security framework.
- Worked closely with other teams across EDTI to complete deliverables for a project.
- Assisted with organizing the primary data center.
- Gained insights into process of audit evidence collection.
- Gained hands on experience with endpoint monitoring software as well as other vulnerability management and compliance tools
LAB MONITOR
NORTHERN ALBERTA INSTITUTE OF TECHNOLOGY
10.2023 - 04.2024
- Assist students in need of access to lab rooms
- Keep track of students maintaining a timesheet with sign-ins and out
- Monitor and report any issues pertaining to classroom or lab hardware equipment
- Ensuring the lab is securely locked before leaving campus.
IT SERVICE CENTRE ANALYST
SOBEYS CANADA
01.2023 - 09.2023
- Provided remote IT support for incidents and requests in a 24/7, fast-paced environment via various contact channels
- Resolved incidents within defined SLAs and used ITSM tools to track tickets
- Demonstrate IT and system knowledge providing efficient technical support
- Troubleshooted network issues and monitored network health using Cisco Meraki
- Administer MFA and AD using Azure and On-Premises servers along with POS servers
- Contributed to departmental efficiency by documenting knowledge opportunities, staying updated on technology changes, and implementing continuous improvements.
TECHNICAL SUPPORT ASSOCIATE
CONCENTRIX
03.2021 - 12.2022
- Provided over-the-phone technical support for the customer of the client assisting with the use and troubleshooting of operating systems such as MacOS, iOS and Windows
- Experience in assisting customers with password resets and managing users using the active directory as well as documenting all the calls using the internal ticketing system
- Provided user support for Office 365 applications including Outlook, Word, PowerPoint, and Excel
- Assisting users with connecting output devices such as printers to their computers using the correct drivers
- Provided support for the client's cloud platform to help customers create backups and safely store data on the client's cloud platform
- Assisted consumers with hardware troubleshot and escalated to level 2 support when needed.
Education
BACHELOR OF APPLIED INFORMATION SYSTEM TECHNOLOGY - NETWORK MANAGEMENT -
NORTHERN ALBERTA INSTITUTE OF TECHNOLOGY
Edmonton, AB06.2024
COMPUTER SYSTEMS TECHNICIAN - NETWORKING (WITH HONOURS) -
GEORGIAN COLLEGE
Barrie, ON08.2020
Skills
- Ability to communicate effectively both written and verbal
- Experience in working with SIEM tools
- Experience in working with critical OT systems
- Understanding of SCADA systems
- Experience of creating support documents for both technical and non-technical audiences
- Knowledge of Network Security with strong knowledge of Firewall basics
- Self-motivated, multitasking, analytical thinker
and possess a strong desire to succeed and
meet goals - Highly skilled with time, task and data management abilities
- Experience of working with Microsoft Office products
- Self-motivated, multitasking, analytical thinker and possess a strong desire to succeed and meet goals
Timeline
CO-OP Student, Operations Network and Security
Epcor EDTI
05.2024 - Current
LAB MONITOR
NORTHERN ALBERTA INSTITUTE OF TECHNOLOGY
10.2023 - 04.2024
IT SERVICE CENTRE ANALYST
SOBEYS CANADA
01.2023 - 09.2023
TECHNICAL SUPPORT ASSOCIATE
CONCENTRIX
03.2021 - 12.2022
BACHELOR OF APPLIED INFORMATION SYSTEM TECHNOLOGY - NETWORK MANAGEMENT -
NORTHERN ALBERTA INSTITUTE OF TECHNOLOGY
COMPUTER SYSTEMS TECHNICIAN - NETWORKING (WITH HONOURS) -
GEORGIAN COLLEGE