Omar Mansour
Toronto,ON
Summary
IT Support Specialist with extensive experience providing end-user support in academic and enterprise settings. Proficient in troubleshooting Windows 11, macOS, Microsoft 365, and AV systems while adhering to IT standards. Demonstrated ability to support hardware and software deployments, document service activities, and train non-technical users in dynamic environments. Strong focus on usability and security, with a proven track record of resolving issues with computer systems, mobile devices, and peripherals.
Overview
3
3
years of professional experience
Work History
IT Specialist
University of Toronto - Mississauga (UTM I&ITS)
Mississauga, Canada
10.2025 - Current
- Supported heterogeneous academic IT environment spanning Windows 10/11, macOS, and Linux/Unix systems for faculty, staff, and students.
- Resolved complex endpoint issues, including profile corruption, failed updates, VPN connectivity, and application conflicts via Bomgar/BeyondTrust and RDP.
- Deployed 10 to 15 systems weekly using SCCM, executing standardized imaging, application deployment, and hardware refresh cycles.
- Administered Microsoft 365 and academic applications, including Outlook, Teams, OneDrive, SAP, Adobe Creative Suite, and specialized research tools.
- Troubleshot network connectivity issues across Wi-Fi, VPN, DNS, DHCP, and email protocols (SMTP, IMAP, POP3).
- Managed AV systems for hybrid learning environments, supporting projectors, microphones, cameras, and podium technology in lecture halls.
- Authored knowledge base articles to improve first-contact resolution, and reduce recurring incidents.
- Delivered technical training to non-technical users, translating complex IT concepts for students, faculty, and staff.
- Collaborated with Tier 2/3 teams to escalate and resolve complex issues, while maintaining SLA compliance.
- Maintained high service standards across ticket queues, managing competing priorities in a fast-paced, interrupt-driven environment.
System Security Analyst
Toronto Stock Exchange
Toronto, Canada
05.2023 - 09.2025
- Engineered automated incident response playbooks in Palo Alto XSOAR, reducing mean time to triage by 40%, and eliminating repetitive manual workflows across 200+ security events monthly.
- Developed Python-based log analysis tools to identify security anomalies and correlate events across disparate data sources, enhancing threat detection accuracy, and reducing false positives.
- Orchestrated enterprise-wide phishing awareness campaigns for over 1,400 employees across four quarters, implementing risk-based training programs that reduced repeat click rates by tracking and remediating high-risk users.
- Delivered executive security awareness presentations that drove a 25% increase in suspicious email reporting, strengthening organizational security posture through enhanced user vigilance.
- Built interactive Looker Studio dashboards and Excel analytics to visualize security metrics and threat trends, enabling data-driven decision-making for C-suite stakeholders.
IT Integrated Support/Services Technician
Centennial College
Toronto, Canada
09.2022 - 05.2023
- Delivered Tier 1-2 IT support for faculty, staff, and students across Windows 10/11, macOS, Linux, Microsoft 365, Zoom, Teams, and web-based platforms.
- Managed classroom AV systems, troubleshooting projectors, Crestron audio equipment, and related hardware using established configuration standards.
- Supported printers and multi-function devices, resolving connectivity issues, clearing jams, replacing consumables, and coordinating vendor escalations for hardware failures.
- Deployed applications and patches across computer labs, using centralized endpoint management tools.
- Administered Active Directory user accounts, performing password resets, profile maintenance, and access troubleshooting for student populations.
Education
Honours Bachelor of Information Technology -
Centennial College
Toronto, ON01.2025
Skills
- System imaging and endpoint management
- Network troubleshooting
- Security incident response
- Customer service
- MS Office proficiency
- IT documentation
- LAN/WAN
- Quality assurance
Timeline
IT Specialist
University of Toronto - Mississauga (UTM I&ITS)
10.2025 - Current
System Security Analyst
Toronto Stock Exchange
05.2023 - 09.2025
IT Integrated Support/Services Technician
Centennial College
09.2022 - 05.2023
Honours Bachelor of Information Technology -
Centennial College