Puneet Gaind
Service Technician
Edmonton,AB
Summary
Experienced Telecom Technician with 8+ years in telecommunications, specializing in fiber optics, smart home security, and network systems. Proven track record in managing operations and providing excellent customer service. Demonstrated leadership as an Operations Manager, utilizing technical expertise and interpersonal skills to drive performance and ensure customer satisfaction.
Overview
16
16
years of professional experience
Work History
Service Technician
Telus Communications
04.2016 - 09.2024
- Installed, repaired Home Phone, Internet, TV, and Smart Home Security, and maintained fiber optic, copper, and telecommunications systems, ensuring optimal performance.
- 2023 Customer First Champion and 2019 Pinnacle award winner.
- Enhanced smart home security for clients through meticulous installation of alarm systems and surveillance equipment.
- Increased customer referrals through exceptional communication skills, addressing client concerns promptly and professionally.
- Conducted thorough site surveys, assessing potential security risks and recommending appropriate alarm system components.
- Assisted in growing company revenue by identifying cross-selling opportunities for additional security products or services during installations.
- Commissioned new fire alarm systems, installing related hardware and software required by facilities.
- Conducted site surveys and network assessments to determine project requirements
- Collaborated with cross-functional teams to troubleshoot and resolve technical issues
- Installed and repaired network cabling, hardware, and software to maximize operational efficiency.
- Installed and configured new devices and system components.
- Maintained accurate documentation of all installations, repairs, and inspections for easy reference in future troubleshooting efforts.
- Improved network performance by diagnosing and resolving complex telecommunications issues.
- Optimized network functionality for clients by performing comprehensive site surveys prior to installations or modifications.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
- Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
- Delivered comprehensive training sessions to new technicians, fostering a collaborative learning environment that resulted in increased skill development across the team.
- Stayed current with industry trends and emerging technologies, ensuring the ability to provide relevant recommendations to clients regarding system improvements or upgrades.
- Educated clients on the benefits of smart home technology, leading to higher adoption rates and a more extensive user base.
- Exceeded sales targets consistently by identifying potential leads through networking events and community outreach initiatives.
- Improved client security by installing and maintaining CCTV systems in residential and commercial properties.
- Demonstrated strong attention to detail when configuring settings, such as motion detection zones or video storage capabilities, within each CCTV system's software interface.
Operations Manager
Lubana Foods Inc.
02.2013 - 04.2016
- Oversaw daily operations, enhancing workflow efficiency and productivity across departments.
- Implemented quality control measures, resulting in a 15% reduction in operational costs.
- Led a team of 10, providing training, conducting interviews and development to improve skills and service delivery, and daily and weekly activities.
- Increased profit by streamlining operations.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Performed all purchasing and inventory duties for all the locations under the business.
- Managed customer inquiries and complaints, ensuring timely resolutions and maintaining high satisfaction rates.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Study market research and trends to determine customer demand, potential sales volume, and effects of competitors' operations on sales.
- Submit timely reports for gross sales and expenses to the business owner.
Customer Service Representative
Carillion Canada Inc.
02.2012 - 02.2013
- Delivered high-quality customer support, resolving inquiries and complaints effectively.
- Assisted in troubleshooting technical issues related to services, enhancing customer satisfaction.
- Maintained detailed records of customer interactions to improve service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Ensured that the relevant information is logged into the Carillion database to enable the accurate transfer of information to the appropriate department for action.
- Review logged calls on the database to monitor completion times, and ensure feedback is given to the caller in relation to their request.
- Follow the logging procedures for the whole unit, be the focal point for all calls, and fulfill performance targets of a contract.
Customer Service Representative
Universal Cyber Infoway Ltd.
01.2009 - 02.2011
- Managed a high volume of incoming calls in a courteous and professional manner, providing information and resolving issues promptly.
- Developed strong relationships with customers, ensuring repeat business and referrals.
- Collaborated with technical teams to escalate and address complex service problems.
- Managed vendor accounts and placed vendor and customer orders efficiently and accurately.
- Provided answers to inquiries related to products, order status, and shipments.
- Contacted customers, vendors, and shipping carriers when necessary to follow up on customer issues or orders and documented all actions and responses in the database.
Education
Windows Server Network Administrator Certificate - Information Technology
Northern Alberta Institute of Technology
Edmonton, AB 05.2001 -
Post-Baccaleurate Diploma - International Business Management
Mohawk College of Applied Arts And Technology
Hamilton, ON 05.2001 -
Bachelor of Information Technology - Information Technology
Punjab University
India 05.2001 -
Certificate - Microsoft Certified System Administrator
SQL Technologies And Training Center
India 05.2001 -
Skills
Gigabit-Capable Passive Optical Network (GPON), OTDR, Fusion Splicing, Testing Equipment, VoIP Systems, Network Protocols
LAN-WAN, DSL, VDSL2, Fiber Optics, Structured Cabling
Home Automation and Home Networking, Closed Circuit Television(CCTV), Alarm Systems and Management, Smart Appliance Configuration
Low Voltage Wiring, Access Control Systems, IoT Integration
Team Management, Training and Development, operational Efficiency
Planning, Execution, and Monitoring Of Telecom Projects
Equipment Troubleshooting and Preventive Maintenance
Customer Service and Technical Support
Employee Performance, Management and Training
Payroll Management and Operations Management
References
Available upon request.
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Accomplishments
2023 Telus Customer First Champion
2019 Telus Pinnacle award winner
Timeline
Service Technician
Telus Communications
04.2016 - 09.2024
Operations Manager
Lubana Foods Inc.
02.2013 - 04.2016
Customer Service Representative
Carillion Canada Inc.
02.2012 - 02.2013
Customer Service Representative
Universal Cyber Infoway Ltd.
01.2009 - 02.2011
Windows Server Network Administrator Certificate - Information Technology
Northern Alberta Institute of Technology
05.2001 -
Post-Baccaleurate Diploma - International Business Management
Mohawk College of Applied Arts And Technology
05.2001 -
Bachelor of Information Technology - Information Technology
Punjab University
05.2001 -
Certificate - Microsoft Certified System Administrator
SQL Technologies And Training Center
05.2001 -
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