Brent Nielson
West Kelowna
Summary
10+ years of hands-on experience monitoring and servicing telecommunication systems and troubleshooting equipment. Analytical and logical team player recognized for handling tasks quickly and accurately. Conducts professional and positive communication with the public. Comfortable working independently or within a team.
Overview
13
13
years of professional experience
Work History
In Home Technician Level III
Rogers Communications
04.2023 - Current
- Managed quality control and maintained high level of customer satisfaction.
- Adjusted or modified equipment to enhance equipment performance or to respond to customer requests.
- Adhered to applicable regulations, policies and procedures for health, safety and environmental compliance.
- Participated in training to maintain technical expertise and proficiency on applicable equipment.
- Trained customers on proper operation, maintenance and safety of newly installed equipment.
- Troubleshot systems to determine appropriate resolution for reported problems.
In Home Technician Level II
Shaw Communications
01.2015 - 04.2023
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Tested systems, noting issues and completing preventive maintenance.
- Liaised with internal departments to optimize productivity and efficiency.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
Service Technician
Shaw Communications
09.2013 - 01.2015
- Maintained certifications and completed training on systems and components.
- Handled yearly and preventive maintenance to keep vehicles in good working condition.
- Set up and operated mechanical and manual tools and equipment.
- Trained new team members on service processes to increase productivity.
- Traveled to customer locations to complete work for pre-set appointments.
- Followed established safety rules, OSHA guidelines and company safety policies and procedures.
- Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
- Evaluated systems according to predetermined checklist and noted issues.
Sales Support Specialist
Shaw Communications
05.2012 - 09.2013
- Supervised sales reps, managed daily performance and provided feedback to increase productivity.
- Communicated key information regarding products, promotions and sales incentive contests to foster competitive drive.
- Reported sales metrics to senior management and suggested improvements that could be made to increase the value of collateral.
- Lead inside sales meetings to outline projected goals and marketing campaigns.
- Recruited and trained new employees to meet job requirements.
- Met with each associate to establish realistic monthly sales goals.
- Prepared and presented sales reports to upper management.
Customer Solutions Expert
Shaw Communications
09.2011 - 04.2012
- Met and consistently exceeded revenue targets with proactive, customer-specific suggestions of accessories and related items.
- Handled calls promptly and with courteous professionalism.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Informed customers of promotions to increase sales productivity and volume.
- Stayed current on company offerings and industry trends.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Presented professional image consistent with company's brand values.
- Negotiated prices, terms of sales and service agreements.
- Second in national sales company wide
Education
Acting Essentials - Acting
Vancouver Film School
Vancouver, BC03.2007
Skills
- Maintenance and repair
- Quality control
- Deadline compliance
- Customer interaction
- Issue resolution
- Health and safety regulations
- Product knowledge
- Staff training and motivation
- Stock management
- Team member motivation
- Expertise in installations
- Service ticket accuracy
- Troubleshooting and analysis
- Preventive maintenance
- Knowledge of industry best practices
- Worksite preparation
- Problem-solving
Timeline
In Home Technician Level III
Rogers Communications
04.2023 - Current
In Home Technician Level II
Shaw Communications
01.2015 - 04.2023
Service Technician
Shaw Communications
09.2013 - 01.2015
Sales Support Specialist
Shaw Communications
05.2012 - 09.2013
Customer Solutions Expert
Shaw Communications
09.2011 - 04.2012
Acting Essentials - Acting
Vancouver Film School
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