Gunjankumar Upadhyay
Ottawa,ON
Summary
Dynamic and results-driven Team Manager, Escalations Head, and Facilitator with extensive experience leading high-performing teams in fast-paced environments. Skilled in problem-solving, conflict resolution, and driving process improvements to enhance operational efficiency. Proven ability to manage escalations and deliver exceptional customer service. Adept at fostering a collaborative and motivated work culture to achieve organizational goals. A natural leader with a passion for mentoring and developing talent. Ready to leverage my expertise to drive impactful outcomes for your team. Willing to relocate to: Ottawa, ON -
Overview
15
15
years of professional experience
Work History
Team Manager & Field Supervisor
Link-On Communications
Ottawa, ON
10.2017 - Current
- Managed a team of field technicians and supervised their day-to-day activities
- Motivated and mentored team members to achieve performance targets
- Implemented training programs to enhance team skills and knowledge
- Conducted regular performance evaluations to ensure team efficiency
- Coordinated with other departments to ensure seamless workflow
- Developed and implemented field operation procedures and protocols
- Monitored field activities to ensure compliance with company standards and regulations
- Facilitated communication between field team members and management
- Provided leadership and support to field technicians in challenging situations
- Oversaw scheduling and allocation of resources for field projects
- Implemented safety regulations and protocols for field operations
- Conducted regular site visits to ensure quality and safety standards are met
- Resolved conflicts and disputes within the team
- Prepared and analyzed field reports and performance data
- Collaborated with clients and stakeholders to address concerns and feedback
- Managed budget and expenses for field operations
- Identified and implemented process improvements to enhance team productivity
- Ensured timely completion of field projects within budget
- Maintained inventory and equipment for field operations
- Participated in the recruitment and onboarding of new field team members.
Telecom Technician
Link-on Communications
Ottawa, ON
04.2014 - 09.2017
- Installed, removed, maintained, and repaired aerial and underground telephone and other telecommunication transmission and distribution lines, cables, and associated hardware
- Installed, repaired, or maintained cable television lines and phone lines
- Spliced and repaired various types and sizes of telephone and other telecommunication cables
- Inspected and tested telecommunication transmission lines and cables for transmission characteristics and to locate faults
- Analyzed and recorded test results
- Communicated with other workers to coordinate the preparation and completion of work assignments
- Conducted follow-up calls to customers on outstanding issues
- Escalated customer inquiries to higher levels of management as required
- Specialized in fiber optic cables
- Provided leadership, coaching, and mentoring to a diversified workforce
- Provided technical training on an ad-hoc basis
- Monitored services provided by technicians to ensure exceptional customer service.
Technician
Systemax Communication
Ottawa, ON
10.2012 - 04.2014
- Installed, repaired, or maintained cable television lines and cables
- Spliced and repaired various types and sizes of telephone and other telecommunication cables
- Inspected and tested telecommunication transmission lines and cables for transmission characteristics and to locate faults
- Analyzed and recorded test results
- Climbed and worked aloft on poles, ladders, or other support structures
- Communicated with other workers to coordinate the preparation and completion of work assignments.
CSR - Customer Service Representative
Mac's Convenience Corp
Ottawa, ON
04.2011 - 02.2013
- Played a key role as a CSR, supporting daily operations within the store
- Managed stock control, merchandising, promotional advertising, marketing, and cash reconciliation
- Dealt with customer issues efficiently and effectively
- Provided excellent customer service.
Quality Assurance Analyst & Production In charge
Neocab Wires & cables
Anand, Gujarat
04.2009 - 12.2011
- Checked and processed raw material for production
- Conducted tests and quality checks on raw material and processed material
- Maintained product quality
- Managed production cycle schedule and planning
- Managed staff and schedules
- Maintained data and reports for production and quality checks
- Conducted safety inspections.
Education
Advanced Diploma in Electro-mechanics -
Algonquin College
01.2012
Diploma in Electronics & Telecommunications in Electronics & Telecommunications -
BBIT,Gujarat,India
01.2009
Skills
- Training
- Payroll
- Microsoft Office
- Excel
- Data Entry
- Human Resources
- Field Service
- CCTV
- Security
- Management
- Supervising Experience
- Service Technician Experience
- Maintenance
- Leadership
- Project Management
- Mechanical Knowledge
- Administrative assistance
- Structure cabling
- Fleet management
- Project Coordination
- Quality Control
- Network installation
- Equipment Repair
- Computer Networking
- Troubleshooting
- Blueprint Reading
- VoIP
- Office Management
- Analysis Skills
- Organization Operations & Administration
- Telecommunication
- Human Resources Management
- Network Support
- Help Desk
- Quality Assurance
- English
- Budgeting
- Computer skills
- Research
- Typing
- Serving
- Word processing
- Translation
- Cash handling
- Hospitality
- LAN
- Operating Systems
- VPN
- TCP/IP
- WAN
- Microsoft Windows
- Ethernet
- Technical Support
- Performance Coaching
- Employee Scheduling
- Performance Appraisal
- Meeting Facilitation
- Workforce Planning
- Staff Development
- Operational Excellence
- Employee Development
- Customer Service
- Policy Administration
- Revenue Forecasting
- Project Planning
- Process Improvement
- Emergency Response
- Customer Relationship Management
- Analytical Skills
- Documentation and Reporting
- Effective Communication
- Work Planning and Prioritization
- Training and Development
- Positive Attitude
- Self Motivation
- Team Development
- Attention to Detail
- Goal Setting
- Shift Scheduling
- Interpersonal Skills
- Problem-Solving Aptitude
- Team Leadership
- MS Office
- Computer Skills
- Idea Development and Brainstorming
- Onboarding and Orientation
- Multitasking
- Hiring and Training
- Employee Coaching and Mentoring
Additional Information
Personal Competencies: Adaptable, Well organized planner, Team Player, Management experience,Customer service experience, Strong technical knowledge, Effective communication, Self-motivated, Customer-oriented, Physically strong, Hard-working. Professional & Social References will be available as per the requirement
Highest Education
AEC / DEP or Skilled Trade Certificate
Personal Information
- Total Experience: 10
- Title: Team Manager, Escalations Head, Facilitator
Languages
- English
- Hindi
- Gujarati
Affiliations
- I am very good with the social activities in the local communities and doing volunteer work whenever my daily routine allows me to for multiple causes.
Languages
English
Full Professional
Hindi
Professional
Gujarati
Professional
References
References available upon request.
Timeline
Team Manager & Field Supervisor
Link-On Communications
10.2017 - Current
Telecom Technician
Link-on Communications
04.2014 - 09.2017
Technician
Systemax Communication
10.2012 - 04.2014
CSR - Customer Service Representative
Mac's Convenience Corp
04.2011 - 02.2013
Quality Assurance Analyst & Production In charge
Neocab Wires & cables
04.2009 - 12.2011
Advanced Diploma in Electro-mechanics -
Algonquin College
Diploma in Electronics & Telecommunications in Electronics & Telecommunications -
BBIT,Gujarat,India
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