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.
