Support Specialist Case Manager
Resume:
RUPINDER BOPARA
IT Specialist
Toronto, ON M5A
********.******@*****.***
PROFESSIONAL EXPERIENCE
Computer Support Specialist - University of Windsor (2018 - 2024)
● Support Faculty & Staff with desktop/laptop, printers, mobile devices, student labs, and other computing hardware/software
● Projects: Blackboard QA testing: instructor & student profiles; rush upgrade of entire system for campus due to COVID-19, Y2K20: Win 10 to Win 11 upgrades campus wide machines, COVID-19 contact tracing android tablets
● Xerox printer upgrades for campus, 3rd party vendor collaboration for software: HMIS training (Pinchin Ltd. Tilbury locale) scheduling software (InTime) & CCTV (Gentec) for campus security. Updating antiquated and legacy software systems such as GoPrint for printing solutions IT Service Delivery Technician - City of Chatham (2016 - 2018)
● Assisted local system support positions at satellite IT departments: Police, Ontario Works, Library, Energy. Operated within a 24/7 on-call rotation with colleagues
● Dealt with complex issues, analyzed them & provided solutions A/V Crestron with vendor/colleagues for council chambers
● Worked with external IT departments, software vendors, and local business units to determine requirements & solutions
● Upgrade of PCs to Windows 10, Mobile Phone rollouts, creation of knowledge base documentation Technical Case Manager - TekSavvy Solutions Inc. (2015 - 2016)
● Promoted within 6 months from Technical Support Representative to Case Manager
● Interacted professionally & in a friendly manner with major Telecom vendors in Canada
● Analyzed complex network information & provided solutions using logic & computer science methodology
● Handled stressful situations & utilized time management skills
● Took on cases that needed more hands-on involvement with the vendor & the business clients Client Services Analyst - Humber College ITS (2011 - 2012)
● Provide front-line incident management & basic request fulfillment services to staff, faculty & students from across the college campuses
● Receiving, recording, classifying, investigating, and resolving tickets using established processes
● Helped to ensure the best achievable levels of service availability were maintained by aligning resources, developing & maintaining accurate records, as well as devising and applying a consistent approach to all tickets
EDUCATION
IT Network & Cybersecurity Bachelor Honours - Ontario Tech University (2012 - 2015) UOIT Capstone: Human Activity Monitoring, Collaborators: Austin Athaide, Abel Bacchus, & James Conway-Beaulieu
Developed Web Applications for Human And Monitoring and Smart City Technology using PHP, HTML5 and JavaScript to enhance transit efficiency. Created intuitive data models to illustrate real-time SQL database values. Administered and installed Linux web servers and SQL databases to collect and store information from mobile applications.
Special Topics in IT: Big Data Applications, Collaborator: Bryan Pham With UOIT's partnership with Baden-Wuerttemberg Cooperative State University (DHBW), I partook in a two-week intensive program with German exchange students and professors. Four major tasks were to be completed. The skills that I have gained are: being able to use RapidMiner as a tool to data mine and use a process pipeline (loading data and applying a learning model which will best allow a predictive analysis based on algorithms). Using OpenMR & MapReduce and programming queries to process and make sense of large amounts of big data. Programming in PostgreSQL to take large .csv raw data and construct a database with a star schema, which can easily be accessible by queries that are run against the transformed data. Using all of the above methods and skills acquired, a final group project consisted of extracting, transforming and loading two different big data sets into an optimal data model in a data warehouse. Accompanying Microsoft’s PowerBI tools in Excel to import, visualize, and analyze our data model (ROLAP) with a star schema. The goal of this project was to integrate two different data sets and try and predict a correlation between two independent sources.
IT Network Technician Diploma - Humber College (2010 - 2011) VOLUNTEER
Society of Women Engineers Toronto - Co-facilitator (2021 - Present) SKILLS
● Azure Active Directory
● Agile Processes
● Computer Security
● Microsoft Entra
● AZ-900 Azure Fundamental
● ITIL version 4 certified
● IT Operations
● Great communicator
● Advanced Networking
● Kali Linux
● Project Management
● Azure AI Essentials
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