Mathieu Bishara

IT Support Specialist with over 2 years of Tier 1 & 2 help-desk experience across Windows 10/11, Office 365, Active Directory, RingCentral VOIP, Linux, and AnyDesk. Assisted in a 500+-endpoint Windows 11 rollout; led Android AnyDesk deployment to 100+ mobile devices (including user guide);Performed Intune enrollment using PowerShell. Completed livelab traineeship at ITCareerSwitch. Currently pursuing CompTIA CYSA+ and an AEC in Cybersecurity & Prevention at Champlain College.

Second Line Support Analyst - BDO Canada - Montreal

(2025-12 - 2026-04)

• Delivered Tier 2 support to national offices, acting as the Primary escalation point for the Sault Ste. Marie (ON) branch through ServiceNow.
• Contributed to the BDO Grand Match merger by helping with user migrations, account onboarding, and environment integration.
• Supported network switch replacements and infrastructure upgrades to enhance reliability and performance.

Computer Service Desk Analyst - South Yorkshire Housing Association

(2024-12 - 2025-11)

• Provide Tier 1 & 2 support for hardware, software & network incidents via internal ticketing.
• Assisted in a Windows 11 upgrade across 500+ endpoints, maintaining 98% uptime.
• Led Android AnyDesk rollout to 100+ devices; authored step-by-step setup guide.
• Performed Intune enrollment using PowerShell

IT Technician (Trainee) - ITCareerSwitch

(2023-10 - 2024-11)

• Completed hands-on labs in Network+, Security+, CCNA (course-completion certificates).
• Assisted with system imaging, basic router/switch configuration & troubleshooting simulations.
• Documented lab findings and drafted best-practice write-ups for knowledge sharing.

Security Agent - Pharmascience

(2022-03 - 2022-04)

• Conducted facility patrols, risk assessments & access control checks, reducing security incidents by 15%.

Production Operator - Techo-Bloc

(2022-04 - 2022-10)

• Operated production machinery and enforced QA/safety protocols, achieving 99% compliance with zero lost-time incidents.
• Coordinated line changes and preventive maintenance to meet daily targets.

AEC - Cybersecurity & Prevention - Champlain College (2025-09)

Police Technology Program - Police Technology - John Abbott College (2020-01 - 2022-01)

High School Diploma - Centennial Regional Highschool (2015-06 - 2020-06)