Gourav Kaila
Scarborough,Canada
Summary
Results-driven field operations professional with a strong background in telecommunications, customer service, and team leadership. Experienced in managing and coaching unionized technicians to achieve service, safety, and efficiency targets. Adept at problem-solving, building collaborative relationships, and driving continuous improvement. Recognized for combining technical expertise with people-first leadership to deliver exceptional customer experiences and operational excellence.
Overview
5
5
years of professional experience
Work History
SUBJECT MATTER EXPERT, FIELD SERVICES
Bell Technical Solutions
Toronto, Canada
07.2022 - Current
- Lead, mentor, and coach teams of field technicians, enhancing technical skills, customer service, and job performance in a unionized environment.
- Handle escalated customer issues, applying strong problem-solving skills to resolve complex service challenges while maintaining high satisfaction levels.
- Support workforce development by monitoring progress of new hires, leveraging analytics to measure effectiveness of coaching programs and improve performance outcomes.
- Partner with cross-functional teams and management to identify root causes of recurring issues and implement long-term solutions.
- Maintain accurate performance records, preparing reports to support operational planning and decision-making.
- Promote a culture of safety, accountability, and teamwork across diverse technician teams.
TELECOMMUNICATION TECHNICIAN
Netoptim Network Services Inc.
Brampton, Canada
11.2020 - 05.2022
- Led structured cabling and network expansion projects at enterprise and residential facilities, ensuring quality and compliance with client standards.
- Supervised site surveys, installation, and testing of fiber optics (fusion splicing, single/multi-mode) and copper cabling for large-scale deployments.
- Coordinated with team members to allocate resources and complete projects on time and within budget.
- Oversaw installation of security systems (cameras, card readers, door automation, NVRs) and network equipment (routers, switches, WAPs, VOIP systems).
- Served as team lead on major projects, such as ASC Retirement Homes (Whitby & Hamilton), building networks from the ground up for 56-room facilities and upgrading surveillance and communication infrastructure.
Education
Post-Graduate Certificate - COMPUTER SYSTEMS AND NETWORK TECHNOLOGY
Centennial College - Progress Campus
Scarborough, ON04.2020
Bachelor's - Computer And Information Systems
Shaheed Bhagat Singh State Technical Campus
Punjab, India04.2017
Skills
- Troubleshooting
- Operating Systems
- Software
- Security
- Languages
- Networking
- Inter-personal
References
Available upon Request.
Timeline
SUBJECT MATTER EXPERT, FIELD SERVICES
Bell Technical Solutions
07.2022 - Current
TELECOMMUNICATION TECHNICIAN
Netoptim Network Services Inc.
11.2020 - 05.2022
Post-Graduate Certificate - COMPUTER SYSTEMS AND NETWORK TECHNOLOGY
Centennial College - Progress Campus
Bachelor's - Computer And Information Systems
Shaheed Bhagat Singh State Technical Campus