Support Engineer

Ramandeep Kaur

Seattle, WA 559-***-**** adjqf6@r.postjobfree.com www.linkedin.com/in/ramansandhu1704 EDUCATION

Bachelor of Science in Information Technology June 2020 University of Washington Tacoma (ABET Accredited) – CGPA :3.8/4.0 Tacoma, WA Awards and honors: Graduated Cum Laude, Dean’s List (fall 2018, spring 2019, fall 2019, winter 2020) Extracurricular leadership: President of Women in Cybersecurity WORK EXPERIENCE

Support Specialist –King County PAO, Seattle WA May 2020-Present IT Intern – King County PAO, Seattle, WA June 2019- April 2020 Technical Support for 700+ users in a public organization.

• Increase the system efficiency by automation of repetitive tasks by using batch files to migrate data for 500+ user from the local server to cloud.

• Provide 1st and 2nd line technical support to 750 onsite and remote customers and resolved them with proper documentation to decrease the resolution times for similar issues.

• Consult with developers, technical experts to formulate documentation and coordinate training with the customers and serve as a point of contact for implementation, upgrade of the product in customer’s environment.

• Audit the charges in asset management on monthly basis and provide cost reduction of monthly charges by 10% within first month of project.

PROJECTS

Enterprise Management- Enterprise Services setup

• Configured, deployed server configurations including, Exchange, SQL Server, Active Directory Domain Services, SharePoint on a virtual environment.

• Worked with AWS services(EC2, Route53, CloudWatch, DynamoDB) to setup website for the customer with the inventory updates and maintained the website with adding alerts for changes for continuous availability of data.

• Installed, configured, and maintained chat server, mail server, MariaDB by adding required administrative permissions to different users.

Campus Map – navigation application

• Designed the indoor layout of the buildings by utilizing WRLD 3D API and QGIS, added 3 floor layers and alternate ids to uniquely identify the floors and rooms and provide an indoor route within buildings.

• Created and maintained user stories and sprint backlogs to address the user needs and maintained the process by utilizing Agile Scrum practices. Conducted Sprint Retrospectives to follow up on items for improvement.

• Identified potential project risks and escalated the issues to the team members and took actions to develop a mitigation plan in 1 week to provide a quality product to the customer. Pen testers – finding vulnerabilities in a system

• Performed vulnerability assessment on 20 hardware components, evaluated the system vulnerabilities and provided a remediation plan to improve the security procedures.

• Recommended changes in the networking components and changed the accessibility permissions on services by changing the group policies in Active Directory for user accounts.

• Developed risk assessment documentation to produce physical and network System Security Plans and ensured data availability, integrity, and confidentiality. Retail Traffic – ecommerce application with retail database

• Used quantitative data to develop an understanding of demographics, seasons which improved the overall sales and helped organizations improve the instore stock by 7.8%.

• Developed technical presentations and proposals for implementation of no-contact pay system to improve the utilization of technical tools and provide a better shopping experience to customers through application.

• Proposed improved models in terms of staffing to deal with the high demand holiday rush and increase availability of services forecasted from the past data.

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