Mathieu Bishara
Certified IT Support Technician
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About
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.
Experience
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.
Education
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)
