Paul Worthington
Burlington,ON
Summary
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Overview
16
16
years of professional experience
Work History
Technical Support Supervisor
Cogeco Inc.
01.2022 - Current
- Lead a team of 21 technical agents
- Coach to achieve team-wide KPI’s
- Collaborate from start to finish on cost-saving projects
- Create and deliver mid and end-of-year performance reviews
- Work daily with all facets of Google Suite
- Excel in an environment of constant change with procedures/new technologies added regularly
- Perform QA tasks and audits of the frontline to identify coaching opportunities
- Lead onboarding and exiting of employees
- Consistently achieved the highest employee satisfaction across technical and sales departments
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Worked closely with HR on many day-to-day tasks and was proficient in many labor laws
- Dealt with customer escalations from beginning to end
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Liaised with other departments to minimize network interruptions and possible downtimes.
Business Field Technician
Ledcor
03.2018 - 12.2021
- Troubleshooting and install various types of equipment such as Meraki and Juniper
- Speak with customers face to face and over the phone to best resolve their concerns and issues
- Work in a safety conscious environment to efficiently and effectively provide the best service to customers
- Effectively work to execute a wide array of B2B solutions
- Delivered high-quality work by diligently following standard operating procedures.
- Utilized safety practices with no complaints or accidents.
- Prepared and submitted reports to document work performed and provide progress updates to management.
CSD Technician, Residential/Business Wireline and IPTV
TELUS
01.2014 - 12.2017
- Acting manager for my team when required as well as filled acting role for 6 months (managed technician resources)
- Manage KPI’s and provide coaching
- Supported the team through a Lead Technician role for 4 years
- Mentor to new hires
- Deliver excellent customer provisioning and assurance services
- Provide customer support and training
- Focus on Customer Experience
- Manage dissatisfied customers through collaborative solutions
- Provide management support to facilitate customer delivery of services
- Complete Facilitation course to further augment my skills
- Fill the Rushman role for team
- Mentored under GM level
- Work at a manager level on SAP, SRM and Click
Field Engineer
Expertech
08.2011 - 12.2013
- Upgraded and conditioned lines for BellTV Network
- Delivered solutions for Engineering to improve network quality in the field
- Trained new hires on Splicing and on Bell/Expertech standards
- Lead tech directing a seven person crew
- Ran and managed deployment of bucket truck for crew
Residential/Business Wireline and IPTV Field Technician
Ledcor
01.2009 - 08.2011
- Deliver high quality customer provisioning / assurance and support services
- Team lead for management of customer issues
- Provide support to management / new hire training
Education
Law and Security Diploma -
Mohawk College
Hamilton, ON04.2007
Secondary School Diploma -
Aldershot High School
Burlington, ON04.2005
Skills
- Active with volunteering in the community over the past seven years, working at local fundraisers and festivals
- Took courses on 'connecting through conversations', 'coaching to develop', 'Inclusive leadership workshops' and participated in 'coaching circles' with various levels of leadership
- Proficient at working in team or independently on a variety of tasks and projects
- Excellent interpersonal skills with customers, colleagues and direct reports
- Used to an everchanging environment and enjoy new challenges
- Root Cause Analysis
- Field Operations
- Conflict Management
References
References Available on Request
Languages
English
Full Professional
Timeline
Technical Support Supervisor
Cogeco Inc.
01.2022 - Current
Business Field Technician
Ledcor
03.2018 - 12.2021
CSD Technician, Residential/Business Wireline and IPTV
TELUS
01.2014 - 12.2017
Field Engineer
Expertech
08.2011 - 12.2013
Residential/Business Wireline and IPTV Field Technician
Ledcor
01.2009 - 08.2011
Law and Security Diploma -
Mohawk College
Secondary School Diploma -
Aldershot High School
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