Mua Ferdinand

Results-driven Senior IT Support Analyst (Tier 2/3) with over 8+ years of experience supporting enterprise environments across banking, government, and telecommunications sectors. Proven expertise in resolving escalated technical issues, root cause analysis, and system optimization. Strong background in SQL querying, PowerShell scripting, system integrations, and endpoint management, with hands-on experience supporting large-scale systems, cloud environments, and data-driven platforms.

Adept at collaborating with cross-functional teams (development, infrastructure, and security) to deliver long-term solutions and improve system performance.

Mobile software development - Computek college

(2025-09 - 2026-03)

Level 2 / Escalation Support Analyst - Defence Construction Canada

(2024-02 - 2025-09)

• Served as a primary escalation point (Tier 2/3) for complex incidents unresolved by Tier 1 teams.
• Performed deep root cause analysis (RCA) on recurring system, application, and infrastructure issues, reducing repeat incidents.
• Utilized SQL queries to investigate backend data inconsistencies, validate transactions, and troubleshoot application-level issues.
• Designed and executed PowerShell scripts to automate user provisioning, system health checks, patch validation, and incident remediation.
• Collaborated with development, infrastructure, and cybersecurity teams to resolve multi-tier technical issues impacting production systems.
• Supported enterprise applications and SaaS platforms, ensuring high availability and performance.
• Monitored system performance and logs to proactively detect anomalies and prevent outages.
• Created and maintained knowledge base articles, runbooks, and troubleshooting guides for Tier 1 and Tier 2 teams.
• Participated in problem management processes, identifying trends and implementing preventive measures.
• Managed incidents and service requests using ServiceNow, ensuring SLA adherence and proper escalation.
• Led troubleshooting for endpoint management (Intune, SCCM, Autopilot) including deployment failures and configuration issues.
• Supported cloud-based identity and access management (Azure AD / Entra ID) including MFA, conditional access, and user lifecycle.
• Conducted post-incident reviews and contributed to continuous improvement initiatives.

Level 2 Support / Escalation Analyst - Tata Consulting Services – BMO

(2023-02 - 2024-02)

• Provided advanced troubleshooting and escalation support for enterprise systems, resolving high-impact technical issues.
• Performed problem trend analysis to identify recurring issues and implemented long-term fixes.
• Automated IT operations using PowerShell scripting, improving efficiency and reducing manual workload.
• Managed software deployments, patching, and system configurations using SCCM and endpoint management tools.
• Supported large-scale enterprise environments, including device provisioning, application packaging, and OS deployment.
• Collaborated with cross-functional teams (security, infrastructure, and development) to resolve system-wide issues.
• Participated in incident response, escalation handling, and system recovery processes.
• Provided technical recommendations to improve system performance, security, and reliability.
• Maintained detailed documentation of incidents, resolutions, and preventive actions.

Technical Support Analyst (Advanced Support Environment) - Government of Canada (House of Commons & Elections Canada)

(2022-02 - 2023-01)

• Delivered advanced technical support across distributed national IT environments, supporting critical government operations.
• Conducted in-depth system and network analysis to troubleshoot complex connectivity, deployment, and infrastructure issues.
• Coordinated with telecom, WAN/LAN, and infrastructure teams to resolve high-priority incidents.
• Validated data flows, system integrations, and application performance across multiple environments.
• Supported large-scale IT deployments, including system migrations, reconfigurations, and infrastructure upgrades.
• Monitored system capacity and performance, ensuring optimal resource utilization and availability.
• Documented technical processes, deployment strategies, and troubleshooting procedures.
• Participated in daily operational reviews and incident management meetings to track progress and resolve blockers.
• Identified risks and implemented mitigation strategies to ensure system stability and security.

Level 2 Support / Escalation Analyst - Airbus / Bombardier Canada

(2020-11 - 2022-02)

• Provided advanced troubleshooting and escalation support for enterprise systems, resolving high-impact technical issues.
• Performed problem trend analysis to identify recurring issues and implemented long-term fixes.
• Automated IT operations using PowerShell scripting, improving efficiency and reducing manual workload.
• Managed software deployments, patching, and system configurations using SCCM and endpoint management tools.
• Supported large-scale enterprise environments, including device provisioning, application packaging, and OS deployment.
• Collaborated with cross-functional teams (security, infrastructure, and development) to resolve system-wide issues.
• Participated in incident response, escalation handling, and system recovery processes.
• Provided technical recommendations to improve system performance, security, and reliability.
• Maintained detailed documentation of incidents, resolutions, and preventive actions.

IT Technician / Cybersecurity Analyst - Scotiabank – Ottawa - Ottawa

(2017-09 - 2019-08)

• Performed advanced system monitoring, threat detection, and vulnerability assessments across enterprise environments.
• Conducted data analysis on security events, identifying patterns and potential risks.
• Executed incident response processes, including detection, containment, eradication, and recovery.
• Developed scripts and tools using PowerShell and Bash to automate monitoring and reporting tasks.
• Supported SIEM tools and security platforms to analyze logs and detect anomalies.
• Participated in penetration testing and vulnerability remediation activities.
• Assisted in the development of security policies, playbooks, and incident response frameworks.
• Collaborated with IT teams to improve system security posture and compliance.

Bilingual Network Administrator - HSBC Bank – Montreal - Montreal

(2016-02 - 2017-08)

• Managed and supported enterprise network infrastructure, including routers, switches, firewalls, and VPNs.
• Performed network troubleshooting, performance tuning, and capacity planning.
• Supported system integrations and backend network services across multiple environments.
• Identified and resolved network vulnerabilities and security risks.
• Collaborated with vendors and internal teams to implement network improvements and upgrades.
• Documented network configurations, procedures, and troubleshooting guides.
• Provided technical training and support to users and junior IT staff.

Bilingual Client Representative - FRAUD - CIBC Bank - Montreal - Montreal

(2014-11 - 2016-01)

• Managed and investigated potential fraud and dispute cases.
• High risk reviews of real time application for potential fraud risk.
• Reviewed cases to determine the legitimacy of the claim and challenge cardholders are appropriate.
• Analyzed information to look for commonalities and trending relationships among fraud cases.
• Conducted outbound calls with cardholders to verify validity of transaction activity.
• Communicated with other Analysts and Managers regarding fraud trends detected or suspected.
• Thoroughly completed assigned work to minimize any monetary loss to company.
• Responded to cardholder requests pertaining to the status of their dispute claims.
• Analyzed and process Fraud/dispute cases while ensuring all internal service levels are met.

Diploma - Cybersecurity Analyst - Willis College of Business, Technology, healthcare (2019-09)

Bachelor of Arts - English and French - University of Douala (2007-09 - 2010-08)