Surekha Kumari

Technical and customer-support professional with post-secondary education in network infrastructure, systems administration, and information technology, combined with experience supporting users and operations in secure, technology-driven environments. Skilled in diagnosing issues, troubleshooting computer hardware and software, using digital systems, documenting incidents, protecting sensitive information, and providing calm, professional support. Experienced working independently and collaboratively while managing multiple priorities and maintaining positive relationships with employees, visitors, vendors, and service partners.

Data Centre Support Supervisor - Microsoft Data Centre - Richmond Hill, ON

(2024-02)

• Provide front-line support to employees, visitors, vendors and service partners in a secure data-centre environment, identifying needs and coordinating timely solutions.
• Use computer-based monitoring, security and operational systems to document requests, incidents and daily activities accurately.
• Respond to access, equipment, delivery and operational issues, gather relevant information, troubleshoot concerns and escalate when required.
• Support secure site operations by following access-control procedures, protecting confidential information and maintaining accurate records.
• Manage multiple priorities independently while collaborating with team members and external service providers in a high-responsibility environment.

Data Centre Support - RBC Data Centre - Guelph, ON

(2022-12 - 2023-10)

• Supported employees, guests and vendors in a secure financial-services data-centre environment and responded to user questions and access-related issues.
• Used C-Cure and other computer-based systems to manage access control, verify credentials and maintain key and property-removal records.
• Diagnosed routine operational and access problems, communicated procedures clearly and escalated issues appropriately.
• Prepared detailed shift logs and incident reports with strong attention to accuracy, confidentiality and compliance requirements.
• Worked with technology and security processes in a mission-critical environment requiring reliability, professionalism and careful documentation.

Security Officer - Region of Waterloo - Waterloo Region, ON

(2021-09 - 2022-10)

• Provided support to employees, visitors, residents and members of the public across multiple facilities and responded professionally to changing needs.
• Monitored alarms and surveillance systems, followed established procedures and documented incidents accurately.
• Worked independently and with multidisciplinary teams while maintaining confidentiality and positive working relationships.

Operational Manager - Tim Hortons - Kitchener, ON

(2019-01 - 2021-09)

• Resolved customer and employee concerns in a high-volume environment using active listening, troubleshooting and sound judgment.
• Assisted customers and staff with digital applications and front-of-house technology issues.
• Led, trained and coached employees while coordinating daily operations and maintaining service, productivity and compliance standards.
• Managed competing priorities, maintained accurate operational records and supported consistent customer service.

Applied Network Infrastructure and System Administration - Network Infrastructure and System Administration - Conestoga College Institute of Technology and Advanced Learning (2019)

Master of Information Technology - Information Technology - Guru Nanak Dev University (2017)

Bachelor of Computer Applications - Computer Applications - Guru Nanak Dev University (2014)