Tyrique Mt

IT professional with 3+ years of hands-on experience in enterprise technical support, hybrid infrastructure, and healthcare systems. Skilled in Windows Server, Linux, networking protocols, and AWS cloud services, with direct exposure to HIPAA-equivalent PHI compliance and mission-critical uptime environments. Targeting cloud support and junior cloud engineering roles where technical depth and operational experience drive impact.

Technical Support Specialist - Connexall – GlobeStar Systems - Toronto

(2025-05 - 2026-06)

• Delivered Tier I technical support for Connexall’s high-availability middleware deployed across on-prem and hybrid infrastructures, ensuring 99.99% uptime in mission-critical healthcare environments.
• Administered and troubleshot Windows Server (2008-2022) environments, performing routine system maintenance, patching, and log analysis to ensure optimal performance and compliance with ISO standards and PHI handling protocols.
• Supported enterprise software components integrated via multiple networking protocols including TCP/IP, UDP, SNMP, LDAP, and HL7, ensuring proper routing and processing of clinical and operational data.
• Queried and manipulated SQL databases to resolve incidents, verify system states, and support backend configurations across multiple tenant and healthcare integrations.
• Managed and responded to incidents using Jira and custom ITSM tools, adhering to SLA timelines and participating in root cause analysis and knowledge base expansion.
• Provided remote technical support via VPN and secure RDP sessions, including VPN configuration, endpoint access control, and secure tunnel troubleshooting.
• Familiar with integration and data exchange across SaaS platforms, and contributed to environment wide upgrades, including configuration validation and rollback planning to support high-stakes go-lives.
• Ensured strict compliance with Protected Health Information (PHI) standards, handling sensitive data in accordance with HIPAA-equivalent practices used in Canadian healthcare systems.
• Participated in a 24/7 support rotation, with responsibilities including post-mortem documentation, log correlation, and escalations related to server-level outages and integration failures.

IT Analyst - Durham College - Oshawa, Canada

(2024-05 - 2024-08)

• Spearheaded the deployment and configuration of IT assets, leveraging Active Directory, Symantec GHOST, and VPN technologies to ensure seamless onboarding.
• Reduced asset downtime by 30% through efficient troubleshooting and hardware repairs, maintaining optimal system functionality.
• Streamlined inventory management by handling up to 70 IT assets daily, ensuring accurate tracking and asset lifecycle management.
• Optimized network infrastructure by configuring and maintaining lab and classroom connectivity, adhering to industry standards.
• Achieved a 100% first-contact resolution rate for IT support tickets, demonstrating strong problem-solving skills and customer service excellence.

Call Center Representative - TD Bank - Markham, Canada

(2022-09 - 2024-05)

• Delivered high-quality support for credit card clientele, increasing customer satisfaction rating by 20% through effective problem resolution.
• Managed high-volume inbound and outbound calls, resolving inquiries while maintaining accurate account information in CRM systems.
• Improved customer retention by 15% through proactive complaint resolution and account management strategies.
• Collaborated with internal teams to refine customer service workflows, enhance efficiency and response times.

Call Center Representative - OYA Solar Inc. - Toronto, Canada

(2021-09 - 2021-12)

• Increased lead qualification efficiency by 25% through refined data gathering and analysis of property and utility information.
• Maintained detailed records of customer interactions, ensuring seamless follow-ups and optimized client communications.
• Consistently met Quality Assurance and key performance metrics, contributing to a high standard of service excellence.

Customer Service Representative - Centurion Asset Management Inc. - Toronto, Canada

(2020-02 - 2021-07)

• Strengthened customer relationships by ensuring timely and professional handling of inquiries, improving customer satisfaction scores.
• Streamlined appointment scheduling and follow-ups using Microsoft Outlook, increasing operation efficiency.
• Maintained an organized and systematic lead management process, ensuring accurate records and enhanced customer tracking.

Accounts Receivable Representative - Neopost Canada - Markham, Canada

(2019-04 - 2019-09)

• Assisted in reducing outstanding receivables by 20% through strategic follow-ups and proactive collection efforts.
• Performed monthly deposits reconciliations and collection summary reports, ensuring financial accuracy.
• Optimized data entry processes using Oracle, BB, and Excel, improving efficiency in financial record management.

Sales Lead - Footlocker Canada - Toronto, Canada

(2015-01 - 2020-06)

• Increased sales revenue by 35% by training and mentoring staff on effective sales techniques and customer engagement.
• Developed strong customer relationships, leading to higher retention rates and repeat business.
• Collaborated with management to refine store operations, enhancing overall productivity and customer experience.

Computer Systems Technology - Durham College (2023-01 - 2025-04)