Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

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, ON
04.2020

Bachelor's - Computer And Information Systems

Shaheed Bhagat Singh State Technical Campus
Punjab, India
04.2017

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
Gourav Kaila