Simi Kaur Email & Phone Number

Markham, Ontario, Canada

• Implement and manage secure deployment of endpoint, network, and web security solutions for clients.• Obtain and maintain Level 2 Secret Clearance, providing Cyber Security services for Canadian government clients.• Conduct regular audits of client networks to ensure adherence to industry standards and compliance regulations.• Translate client requests into actionable policies and deploy them to managed systems, minimizing outages.• Design and implement secure cloud environments for clients transitioning from traditional data center infrastructures.• Develop automated tools to improve incident response times, threat detection, analysis, and remediation processes.• Oversee capacity assessments and problem resolutions, addressing urgent client scenarios promptly and effectively.• Lead troubleshooting sessions to identify and resolve issues, ensuring adherence to client SLAs.• Create and maintain technical documentation, including SOPs, Playbooks, and Runbooks for operational consistency.Key Accomplishments:o Reduced security incidents by 30% through comprehensive policy implementation, extensive employee training programs.o Improved security incident response times by 40% with the development and deployment of automated detection tools.

Ottawa, Ontario, Canada

• Provided advanced troubleshooting support for installation issues and configurations across Windows, Linux, and Mac OS platforms.• Built strong relationships with stakeholders to coordinate work activities and ensure project goals are met.• Onboarded and tested security log sources for centralized management systems, ensuring functionality and accuracy.• Used software tools to solve customer issues and continuously improve support processes and workflow efficiency.• Accurately recorded support cases to track issues, ensure timely resolution, and perform necessary follow-ups.• Mentored team members to ensure adherence to policies and best practices, enhancing overall team performance.• Documented SIEM detection rules with detailed information for SOC and Detection Engineers, improving security monitoring.• Managed and deployed EDR rules, advising on health, performance, and tuning for optimal security effectiveness.• Analyzed and developed detection rules based on Red Team activities, leading meetings to address emerging threats.Key Accomplishments:o Authored a comprehensive Alerting and Detection Strategy Framework (ADS) that improved SIEM detection rule documentation by 50%.o Increased cybersecurity awareness among staff by 60% through communications on best practices and emerging threats.

Ottawa, Canada Area

• Provided technical support for advanced hardware and software issues, including troubleshooting and issue resolution.• Delivered onsite support for law firms, performing initial problem analysis and troubleshooting technical problems.• Installed and configured PCs, laptops, tablets, and peripherals, including application software and automation tools.• Acted as a liaison between network users and technical staff, communicating the status of problem resolution.• Conducted analyses to identify threats, vulnerabilities, and assess risks to computing resources and infrastructure.• Expedited issue resolution through effective communication with end-users, technical teams, and vendors as needed.• Performed periodic audits of service desk operations to ensure compliance with internal policies and ITIL standards.• Contributed to the service desk team’s growth by participating in recruitment, onboarding, and training efforts.• Documented common problems and error trends to improve workflows and service desk operations efficiency.Key Accomplishments:o Streamlined issue resolution processes, reducing average resolution times by 25% and enhancing service efficiency.o Played a key role in service desk team growth through effective recruitment, onboarding, and training initiatives.

Kingston, Ontario, Canada

• Developed comprehensive project plans and manage deliveries for the deployment of M365 tenant solutions.• Analyzed current Canadian Force College configurations and document M365 implementation and migration directives.• Managed and supported DND CFC networks, ensuring efficient operation for server and end-user group setups.• Assisted Office 365 support teams with advanced technical issues, maintaining service tickets in the Help Desk database.• Led problem resolution and trend analysis for incidents, managing the entire lifecycle of issues effectively.• Provided coaching and feedback to enhance team performance, fostering a positive and collaborative work environment.• Managed multiple projects simultaneously, prioritizing tasks based on urgency and alignment with organizational goals.• Monitored project progress, identify potential risks, and implement corrective actions as needed to ensure success.• Maintained detailed records of project outcomes and progress to support ongoing evaluation and future planning.Key Accomplishments:o Successfully deployed M365 tenant solutions, enhancing collaboration and productivity across the Department of National Defense.o Improved team performance by 25% through regular coaching and development, fostering a positive and collaborative environment.

Ottawa, Canada Area

• Conducted internal audits to identify improvement areas in the organization’s information security program and processes.• Strengthened network security through regular risk assessments and implementation of appropriate countermeasures and controls.• Implemented strict access controls for remote users to mitigate risks associated with remote access and external threats.• Assessed vendor security during procurement to ensure compliance with company policies and industry best practices.• Created and managed a tier-1, 2 Sales Force ticketing system for efficient technical support and issue tracking.• Deployed and maintained critical servers and services, including SQL, Exchange, DNS, DHCP, and Active Directory.• Supported legal teams with technical expertise in investigations involving cybercrime, data breaches, or security incidents.• Enhanced cybersecurity awareness by conducting employee training sessions and developing comprehensive disaster recovery plans.• Administered firewalls, IDS/IPS, and anti-virus software to detect and mitigate potential security threats and risks.Key Accomplishments:o Developed comprehensive disaster recovery plans, significantly enhancing organizational resilience against potential security threats.o Managed vendor relationships, ensuring timely delivery and compliance of essential security products and services, reducing procurement delays by 30%.

Ottawa, Canada Area

• Developed and implemented custom scripts to automate repetitive tasks, improving accuracy and efficiency in operations.• Participated in cross-functional teams to tackle complex technical challenges, ensuring effective communication with stakeholders.• Provided helpdesk support for proprietary software, addressing end-user issues and maintaining excellent service standards.• Supported small business customers with technical issues, documenting problems, and generating reports for workflow improvement.• Escalated service questions to appropriate client representatives, ensuring prompt and effective resolution of issues.• Created service orders and request technician assistance for defective parts or complex technical problems.• Configured Cisco Firewalls and support Barracuda Spam filters, maintaining optimal performance and security.• Improved system performance by promptly identifying and resolving technical issues, ensuring high user satisfaction.• Stayed updated on company products and service procedures to provide accurate and efficient client assistance.Key Accomplishments:o Increased accuracy and efficiency by automating repetitive tasks with custom scripts, reducing manual effort.o Enhanced user satisfaction by resolving technical issues promptly and efficiently, improving overall support quality.

Ottawa, Canada Area

Seek to work in an environment that will challenge me further; while allowing me to contribute to the continued growth and success of the organization. Obtain a position that will provide me the ability to apply my sales and work experience to a growing industry. Look forward to working with a company that promotes quality products and services; and provides me with the opportunity to meet and exceed assigned sales goals. Consultative selling approach coupled with the energy and drive as an individual contributor with minimal supervision or team selling environment. • Greet customers and assist them in finding the merchandise• Upsell products to meet sales targets utilizing referral base and strong customer relationships• Engage customers in order to provide to them what they need in terms of product and quality services• Responded to customer inquiries, complaints and comments on a daily basis, and determined corrective action for high-call volume department• Daily use of Microsoft Office: Word, Excel, PowerPoint, and Outlook

Ottawa, Canada Area

▪ Provided end user support for 11 sites, including Managers and Directors□ Support included: Windows 7, Xerox Printers, CMS, Citrix, Cisco Virtual Private Network Client and Gateways and other third party software▪ Participated in various cross-functional projects□ Successfully configured and deployed over 400 BlackBerrys to the field staff as part of the Mobility Personal Support Project□ Deployed custom Windows 8.1 Pro laptops to 12 nurses□ Provided Windows 8.1 Pro training▪ Provided end user mobile device support for Blackberry OS 5 and OS 10▪ Configured Managed Engine Service Desk Plus▪ Research for solutions and enhancements for Carefor Information Management infrastructure:□ Configured Kali Linux server for lab▪ Wrote technical support solutions in a knowledge base▪ Managed users through Active Directory and Exchange Servers▪ Setup video conferencing▪ Provided support for Microsoft Office 2010 and 2013▪ Worked with the Network administrator to troubleshoot daily issues▪ Worked with Windows Server 2003/2008

Ottawa, Canada Area

• Maintained servers and systems to ensure network operations are uninterrupted during peak usage periods.• Led training sessions on new software applications to enhance user proficiency and reduce support requests.• Performed diagnostics and troubleshooting of system issues, documenting resolutions and maintaining equipment inventory.• Provided specialized technical support to clients via phone, email, and help tickets, addressing various issues.• Designed and wrote technical documentation with guidelines to assist future users and support teams effectively.• Assisted both local and remote staff with software, hardware, and network issues to ensure operational efficiency.• Provided customer support to 100+ clients daily, including on-call support for critical issues across businesses.Key Accomplishments:o Increased user proficiency and reduced support requests through effective training sessions on new software.o Provided exceptional customer support, maintaining high satisfaction levels through prompt and efficient problem resolution.

Ottawa, Canada Area

▪ Monitored labs in the absence of lab instructor▪ Recreated common hardware issues and help students tackle problems▪ Troubleshoot and repair lab systems▪ Setup up labs and servers before the start of a lab ▪ Flexibility and ability to plan, prioritize, and execute multiple task in a fast paced environment▪ Track and report defects from discovery to successful correction, validation and verification

Computer Systems Technician, Computer And Information Sciences And Support Services

Bachelor Of Technology (B.Tech.), Computer Technology/Computer Systems Technology, 3.5

Activities and Societies: Gyming, Reading, Watching,CookingGraduated