Craig Heath

Experienced professional with a diverse background in working for organizations of varying sizes, as well as independently as a contractor. Committed to fostering client development and optimizing IT/CRM processes. Skilled in analyzing, targeting, creating, evolving, acquiring, and retaining multi-channel customer support for regional and international corporations. Strong work ethic and values collaboration within a team to ensure exceptional support for colleagues and customers alike. Self-motivated and adept at multitasking, prioritizing tasks, and paying attention to detail. Driven by a passion to understand the business and constantly seek opportunities for improvement and excellence. Demonstrates exceptional analytical and diagnostic abilities to effectively address basic to complex requests in a professional and timely manner. Thrives both independently and within a collaborative team environment.

• Worked for small to large organizations as well as independent contractor.
• Dedicated to client development and IT/CRM process.
• Ability to analyse, target, create, evolve, acquire and retain multi-channel customer support for varied regional and international corporations.
• Strong work ethic and appreciation of working as part of a team to ensure support is provided to both colleagues and customers.
• Self-motivated professional with the ability to multi-task efficiently, prioritize tasks and pay attention to details.
• Strong desire to understand the business and look for continuous improvement and excellence.
• Strong analytical and diagnostic skills with an ability to resolve basic to complex requests in a professional and timely manner.
• Comfortable working independently as well as working within the team environment.

• 01/01/20, Current, Leadership, PVS Contractors Inc., Field Locate Supervisor, Hamilton Regions, Maintaining a safe, secure, work environment; developing personal growth opportunities., Accomplish staff results by communicating job expectations; planning, monitoring and apprising job results; coaching and counselling employees., Consistently support team members in-field through role modelling, teaching, guiding, and auditing., Regular communications with Regional Operations Manager to resolve any issues., Commitment to innovate and continuous learning., Management of OPTTickets and pools.
• 01/01/18, 12/31/19, Manager, Taylor Moving and Storage, IT Director and Warehouse Manager, Hamilton/Halton Regions, Replaced current paper process for inventory control and implemented updated App software (VOXME). Responsible for full roll out and support/training for all users., Replaced Norstar phone system with VOIP product. Responsible for all user and extension setup. Provided training and support to users through migration process., Replaced paper Bill of Lading with digital version. Created document and process to allow full digital copies, signatures and billing through Google Docs., Created and managed training materials for all end users., On site diagnostics, research and apply fixes, preventative maintenance of systems explaining to users the cause and solution in clear language for a client base of 25 on site staff., Provided Portal based support for off-site Operations staff of 40+., Worked with App developer to connect and maintain CRM database (Solve360) for client services., Creation and implementation of tool for onsite and remote Estimate spreadsheet.
• 01/01/09, 12/31/15, IT Support, Independent Contractor with Nerds On Site, Leading Small to Medium Enterprise Clients in all scopes of IT support, Golden Horseshoe, Daily basis dealt with client issues and concerns to determine source of IT issues and provide brief assessment to client before setting appointment., Dealt with fast paced on site diagnostics, research and apply fixes, preventative maintenance of systems explaining to customers the cause and solution in clear language for a client base of 3,000+ clients., Responsible for budget from $100-$30,000 dollars. Completed all aspects of invoicing for clients including breakdown of services and hardware changes and any future recommendations., Provided in depth needs analysis for all business clients to review all on site hardware, procedures and provided written reports of findings with action plans, costs and timelines., Submit group invoices, review monthly reports to ensure performance and client surveys demonstrate positive results.
• 01/01/06, 12/31/09, Computer Programming and Support, Yardi, Technical Account Manager & Maintenance Module Specialist, International, Respond to inquiries via calls, emails, and web support for 300+ client base., Provided accurate and timely response to ensure satisfaction was maintained by researching and testing solutions., Tracked software issues through creation and delivery of Trouble Reports showing recreation steps and program specific output., Developed and enhanced client relations by guiding clients through implementation of product through working with on-site implementation, and follow-up tracking via issues log and live support on weekly basis., Maintain International client base.
• 01/01/99, 12/31/06, Manager, Andrejs Property Management, Property Manager/Regional Manager, Responsible for the care and maintenance of 15 properties made up of high-rise and commercial condominiums in the Golden Horseshoe., Work with property Boards of Directors to establish annual goals and budgets., Lead over 17 direct reports to ensure flawless delivery of agreed to goals., Responsible for effectively administering multiple $1,000,000 budgets. This includes management of all service contractors., Lead contact for all residents, Board of Directors and owner emergencies/questions/concerns., Responsible for attending all meetings and ensuring complete customer satisfaction.