Ian Evans
Calgary,AB
Summary
Personable, dependable and dedicated Customer Service Representative with extensive experience in Technology driven industries and environments.
Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients.
Motivated to maintain customer satisfaction and contribute to company success.
Articulate, enthusiastic and results-oriented with demonstrated passion for building strong customer and client relationships, cultivating partnerships and growing businesses.
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
30
30
years of professional experience
Work History
Customer Solutions Specialist
geoLOGIC Systems Ltd.
Calgary, , AB
06.2022 - 12.2022
- Provided exemplary, continuous customer care & troubleshooting of simple to complex solutions for various geoLOGIC software subscribers as well as specific documentation requests.
- Promoted high value customer satisfaction by resolving problems with knowledgeable and friendly service within a fast paced call center environment.
- Occasionally remote WFH when required.
- Primarily focused towards geoSCOUT S/W daily performance, enhancement & documentation issues.
- Extensive of Salesforce, Teams, Zoom, Outlook platforms. Kept records of customer interactions transactions, thoroughly recording details of inquiries.
- with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
- Engaged in conversation with customers by telephone, or online to provide up to date information, guidance and troubleshooting about products or services related to geoLOGIC systems SaaS inquiries.
RTOC Technician
Cold Bore Technology
Calgary, AB
11.2021 - 02.2022
- Real Time (RT) continuous support, monitoring and troubleshooting for Field Technician help desk queries.
- Timely response, resolution of S/W, connectivity issues with insurance of continuous and reliable Frac and Wireline data from multiple simultaneous North American Oil & Gas fracturing - completion operations as required.
- Participated in training to maintain technical expertise and proficiency on applicable equipment.
- Troubleshot systems to determine appropriate resolution for reported problems with usage.
- Individual customer specific job set up and documentation processes, moves, adds and changes.
- 100% remote WFH 24/7 12hr. shift rotations.
Locate Technician
CONSOLIDATED UTILITY SERVICES
Calgary, AB
07.2020 - 11.2020
- Provided highly accurate underground radio detection & surface marking of Public/Private/Commercial utilities, including: Telus, Enmax, Atco & City of Calgary Water Services
- Assisting AFL and Ledcor lead directional drilling contractors with Telus Pure-Fiber Project deployment in multiple urban communities in the Calgary area.
- Searched for underground utilities in various weather conditions and notified supervisor of field issues.
- Used paint, flags and other methods to communicate utility information to excavators and other appropriate personnel.
Brand Ambassador
FERVENT EVENTS INC
Calgary, AB
11.2019 - 11.2019
- Promoted positive company image through superior customer service experiences.
- Events Tent @ Calgary Exhibition & Stampede fairgrounds during 2019 Grey Cup Festival Week
- In association with Shaw Event - Promotional - Marketing - Advertising Teams (evening shift) Assisted with the highly successful operation of the Shaw Grey Cup Festival tent .
- Conversed with customers to share information about products and services.
- Introduced sales, promotions and other brand initiatives to gain customer loyalty.
- Organized and carried out promotional events, set up and tore down event sites and interacted with customers.
TeQ Shield MSS Confined Space Technician
UNITED SAFETY LTD
Airdrie, AB
10.2019 - 11.2019
- Teq Shield and Guardian – Confined Space Technician Training Program – Confined Space Monitor training with state of the art remote AV full duplex and command center operations training and testing.
- Fall Arrest & Confined Space training, WHIMIS, H2S & Hazardous Environment Monitoring and Emergency Response Systems.
- Set up and testing of mobile information AV field command center.
- Followed safety practices to safeguard against injury and damage to property.
Assistant
Life Path Wellness Center
, AB
02.2016 - 09.2019
- To the Life Path Corporate Headquarters management team with Special Projects and Events, including specialized Construction, Maintenance, Logistics assignments - on a part-time (on-call & causal) basis.
Event Coordinator
SI Systems Ltd - TELUS COMMUNICATIONS INC
Calgary, AB
08.2016 - 06.2017
- Broadband Marketing -'TELUS-Pure-Fibre'
- Special Events coordination + engagement of the general public at various community based events providing prospective TELUS customers with knowledge FTH (Fibre-To-Home) technology
- Applied industry knowledge and personal expertise to customize meetings, conferences and conventions to specific standards.
- Drove growth in event management business by continuously researching and implementing improved strategies to exceed client expectations.
Event Coordinator
S.I. Systems Ltd
Calgary, AB
09.2016 - 06.2017
- Special Events coordination + engagement of the general public at various community based events providing prospective TELUS customers with knowledge FTH (Fibre-To-Home) technology
- Organized event facility, food and beverage selections and audio-visual arrangements.
- Utilized internal databases to prepare and distribute guest lists, electronic invitations and registration processes.
- Worked in tandem with department head to coordinate logistics of all calendar events.
Merchandising Specialist-Brand Ambassador
SPARGROUP Canada INC
Calgary, AB
05.2015 - 06.2017
- In-store retailing & technology demonstration + brand awareness of NEST & FITBIT (Smart-Home & Wearable Technology) consumer electronics via Best Buy stores in area.
- Created merchandise displays based on planogram.
- Displayed appropriate signage for products and sales promotions.
- Communicated and coordinated planogram execution with store management.
- Monitored stock to maintain sufficient quantity of featured product.
- Organized engaging front-facing displays to capture customer interest and drive revenue growth.
- Consistently put customers first by handling needs with sense of urgency and compassion.
- Recommended merchandise to customers based on needs and preferences.
MWD Lab Technician
Phoenix Technology Services LLP Global Technical Center
Calgary, AB
01.2011 - 01.2015
- Maintained, tested and analyzed specialized MWD (Measurement-While-Drilling) equipment, tools and accessories used in directional and horizontal drilling operations
- Collaborated with multiple departments to identify potential improvements & the implementation of new products, training and testing services
Electronic Assembly Technician
Hemisphere GPS
Calgary, AB
09.2010 - 02.2011
- Through-Hole component soldering and quality control of various GPS product assemblies and highly specialized electronic components
- Assisted with various R&D prototype product builds as well as taking ownership of 'Super-Tracker'
- Project
- IBM 3897XP MICR MNTH ND Operations Specialist
IBM 3890XP MICR Phase IV Image MNTH-ND Operator
Symcor Inc.
Calgary, AB
08.2003 - 06.2009
- Integrated data and file processing for the top 5 financial institutions in Canada, including, RBC,TD, BMO, Scotiabank, ATB
- Reported failures, malfunctions or wear issues on equipment to supervisor.
- Collaborated with coworkers to perform projects quickly and meet business goals.
- Maintained production and quality documentation.
- Observed and troubleshot equipment and machines to detect malfunctions and notify appropriate personnel of needed repairs.
- Assessed and corrected jams in equipment.
- Followed daily preventive maintenance schedule for cleaning and lubricating machinery.
- Used daily system logs to document production information, discussing issues with management.
- Met or exceeded target for on-time customer shipments.
- Assisted IBM Technical Support Teams with day-to-day technical performance issues
Field Support & Escalations Representative
Star Choice Communications
Calgary, AB
09.2002 - 03.2003
- Facilitated customer service, account administration, activation & installation operations of DTH satellite television programming
- Resolved and coordinated business solutions of customer and dealer inquiries
Manufacturing and Repair Technician
NORTHERN TELECOM LTD - NORTEL NETWORKS LTD
Calgary, AB
07.1992 - 09.2000
- Utilized project management skills for the completion of customized requests for high profile customers (Internal and External) - Implementation of NPI (New Product Introduction) ISO 9001 compliant Quality
- Tracking System
- Repaired and tested printed circuit packs for advanced telecommunications systems and networks
- ESD/EOS Quality Control & Engineering Change Notification administration
- Read and understood diagrams and schematics to accurately perform repairs.
- Performed system and component failure analysis using diagnostic troubleshooting techniques.
- Followed repair processes, driving high quality and short cycle time.
- Communicated with management, engineering and quality departments to solve technical repair problems.
- Tested parts and mechanisms to meet tolerances and product specifications.
Education
CSTS2020 -
Alberta Construction Safety Association (ACSA)
10.2022
Canadian Red Cross – Standard First Aid CPR/AED: (Cert. 40107291) Fall Arrest -
Canadian Red Cross Society
Calgary, AB04.2021
In-house Fall Arrest training certification for Confined Space Monitoring -
United Safety Ltd.
Airdrie, AB10.2020
Forklift Operator Safety Training Course Cervus Equipment: (Cert. -
CSTS
01.2020
Fork Lift - (propane Powered - Sitdown) Certification (Cervus) -
Cervus Equipment Ltd.
Calgary, AB02.2018
Certification in Customer Service Skills - Customer Service Skills + FOIP
Bredin College
Calgary, AB01.2016
AMP III 'Designing LAN Cabling Systems -
Southern Alberta Institute of Technology
Calgary, AB06.2002
Network Cabling Certification (Honours - Network Cabling
Southern Alberta Institute of Technology
Calgary, AB04.2001
Telecommunication Management Certification in Telecommunications - Premises Equipment and Telecommunications Management -
Mount Royal College
06.1999
Skills
- Public Relations (5 years)
- Call Center
- Customer Service Care and Support
- Windows 10/11, UNIX, SAP, Oracle, OS2-Warp, JAVA, Pandora, SQL, CUBE, Salesforce, Atlassian/JIRA
- Adobe In-design, Adobe Photoshop, Adobe Illustrator, Python, UX, (10 years)
- Data Entry and Typing
- Organizational Skills
- Scheduling
- Marketing
- Time Management
- Document control (10 years)
- Inventory Management (8 years)
- Marketing (5 years)
- Help Desk
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- Multitasking and Prioritization
- CRM Software
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Call Documentation
- Inbound and Outbound Calling
- Microsoft Office Suite
- Workflow Management
- Special Events Planning
- Information Verification
- Administrative Recordkeeping
- Client Relations
Timeline
Customer Solutions Specialist
geoLOGIC Systems Ltd.
06.2022 - 12.2022
RTOC Technician
Cold Bore Technology
11.2021 - 02.2022
Locate Technician
CONSOLIDATED UTILITY SERVICES
07.2020 - 11.2020
Brand Ambassador
FERVENT EVENTS INC
11.2019 - 11.2019
TeQ Shield MSS Confined Space Technician
UNITED SAFETY LTD
10.2019 - 11.2019
Event Coordinator
S.I. Systems Ltd
09.2016 - 06.2017
Event Coordinator
SI Systems Ltd - TELUS COMMUNICATIONS INC
08.2016 - 06.2017
Assistant
Life Path Wellness Center
02.2016 - 09.2019
Merchandising Specialist-Brand Ambassador
SPARGROUP Canada INC
05.2015 - 06.2017
MWD Lab Technician
Phoenix Technology Services LLP Global Technical Center
01.2011 - 01.2015
Electronic Assembly Technician
Hemisphere GPS
09.2010 - 02.2011
IBM 3890XP MICR Phase IV Image MNTH-ND Operator
Symcor Inc.
08.2003 - 06.2009
Field Support & Escalations Representative
Star Choice Communications
09.2002 - 03.2003
Manufacturing and Repair Technician
NORTHERN TELECOM LTD - NORTEL NETWORKS LTD
07.1992 - 09.2000
CSTS2020 -
Alberta Construction Safety Association (ACSA)
Canadian Red Cross – Standard First Aid CPR/AED: (Cert. 40107291) Fall Arrest -
Canadian Red Cross Society
In-house Fall Arrest training certification for Confined Space Monitoring -
United Safety Ltd.
Forklift Operator Safety Training Course Cervus Equipment: (Cert. -
CSTS
Fork Lift - (propane Powered - Sitdown) Certification (Cervus) -
Cervus Equipment Ltd.
Certification in Customer Service Skills - Customer Service Skills + FOIP
Bredin College
AMP III 'Designing LAN Cabling Systems -
Southern Alberta Institute of Technology
Network Cabling Certification (Honours - Network Cabling
Southern Alberta Institute of Technology
Telecommunication Management Certification in Telecommunications - Premises Equipment and Telecommunications Management -
Mount Royal College
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