Ray Appleton
Nanaimo,B.C.
Summary
Seasoned Operations Supervisor offering over 30 years of experience. Knowledgeable about financial oversight, supply chain management and personnel development. Committed to bringing experience, hard work ethics and knowledge to take on new challenges.
Overview
38
38
years of professional experience
11
11
Certification
Work History
Telecommunications Technician
Driftwood Communications
Nanaimo, BC
08.2023 - 03.2024
- Diagnose and/or correct all technical problems (Basic, Hi-Speed Internet, DTV and Home Phone) to the satisfaction of the customer and in accordance with Roger's specifications.
- Install Cable Television services and products in accordance with established Installation Standards.
- Informed customers of enhanced company products in an effort to secure increased sales.
- Completed company documentation pertaining to calls in accordance with the department processes and standards.
- Completed all service change requests in a timely professional manner
- Completed all assigned projects within established time parameters and standards. Adhered to all applicable health and safety regulations, both legislatively mandated and as outlined in our company's policy.
- Strived for flawless execution. KEY SUCCESS FACTORS: Accountability, Adaptability, Customer 1st.
Telecommunications Technician
DVC Communications Ltd
Vancouver, BC
07.2021 - 06.2023
- Install and Service Internet, cable television, Digital Cable Terminals, Digital Phone Terminals and home entertainment equipment for our customers
- Exchanged and collected Shaw equipment to ensure products are performing at an efficient level
- Maintained accurate inventory information for all installation equipment
- Ensured all work orders were coded accurately and submitted in a timely manner
- Demonstrated and promoted the benefits of Shaw’s products and services • Preformed consistent outstanding customer service
Production Technician
Century Signs & Awnings
Squamish, BC
01.2020 - 03.2020
- Coordinating projects with our designers and account managers.
- Daily coordination and tracking of jobs on the go with print/production.
- Maintaining inventory of materials and consumables.
- Installation of awnings, vinyl and other signage using ladders, scaffolding and platform bucket truck.
- Assist in other areas of production, creation, finishing and packaging.
- Prepared and assembled materials and set up and operated. production equipment in accordance with current manufacturing practices and standard operating procedures.
- Maintained a clean and safe work environment.
- Reported and documented unsafe conditions and faulty equipment.
- Transformed work area by increasing production, reducing turnover, eliminating waste and enhancing quality.
Technical Operations Supervisor
Shaw Cable Systems G.P.
Squamish, BC
03.2006 - 03.2018
- Supervised team of 17 employees with continuous evaluations, effective schedules and performance improvement strategies.
- Managed employees; recruitment and staffing, coaching, mentoring, employee development, performance management and compensation recommendations.
- Identified resources needed to complete tasks, resolved issues with personnel and maintained deliverable estimates.
- Kept close eye on technical projects and day-to-day operations to maintain productivity and performance standards.
- Be knowledgeable of and ensured team adhered to all applicable safety standards, company guidelines, Health & Safety regulations and provided training requirements where needed.
- Oversaw maintenance and safety inspections for vehicle fleet including equipment and devices.
- Developed forward-thinking solutions to expected technical issues.
- Created presentations detailing actionable technical improvements to maximize resources.
- Worked successfully with diverse groups of coworkers to accomplish goals and address issues related to our products and services.
- Built and engaged relationships with team and customers – daily communication with team members, supervising engagement levels.
- Identified and removed any barriers to the team or the business.
- Lead and developed the business – roll out of new products, processes and tools, finding opportunities for improving business.
- Gave daily to the delivery of an outstanding customer experience – handling customer critical issues, supervising work quality, and providing daily support to the team.
- Maintained effective communications with all departments to ensure the highest level of customer service.
- Motivating and inspiring everyone to do their best work while maintaining morale and workplace harmony.
Plant Technician
Whistler Cable Television
Whistler, BC
04.1992 - 03.2006
- Maintained a valid full class-5 driver’s license with annual abstract review.
- Comfortable working outside year-round. Worked various shifts including evenings, out-of-town work, rotational on-call duties, weekends and statutory holidays when required.
- Physically able to perform all aspects of the job including working at heights, heavy lifting, and maneuvering through tight crawl spaces.
- Knowledgeable with computer systems, networking, computer components, LAN, cable and TV setups, phone, internet applications and browsers. I am very comfortable with troubleshooting these topics patiently with customers in person or over the telephone.
- Traveled to a customer's home on pre-set appointment using company vehicle.
- Installed products and services or troubleshot malfunctions and diagnosed issues to service equipment quickly and fully.
- Always performed work with safety on top of mind and adhered to all safety requirements.
- Educated customers in realizing the full benefit of their products and services.
- Thoroughly documented customer interactions and escalated all issues.
- Delivered exceptional customer experience while staying within our support scope guidelines.
- Promoted and sold the features, advantages, and benefits of products and services to our customers.
- Filled out work orders, repair logs, and maintenance plans to document all work completed.
- Identified opportunities to improve customer service levels.
- Provided feedback to leadership teams to improve environment.
- Demonstrated customer service experience within retail, sales, or call center environments.
- Technical acumen, stayed up-to-date on the latest industry trends.
- Diagnosed, repaired and built all components of an outside coaxial/fiber optic network.
- Operated test equipment related to the maintenance of 2-way coaxial and fiber systems including system analyzers, field strength meters, TDR and locators.
- Maintained accurate system records and supported documentation regarding all work orders.
- Logged services performed in service ticket system accurately.
- Completed yearly maintenance visits, including examining previously completed work.
- Looked for opportunities to improve our business and elevate customer experiences.
- Employed time management and multi-tasking skills to maintain high service levels.
- Worked independently and as part of a team to go above and beyond while contributing to our companies overall success.
- Excellent organizational and multi-tasking skills and adaptable to changing priorities and challenging situations.
- Always maintained a positive “can do” attitude and a customer focused approach when dealing with challenging situations with integrity, empathy and sincerity.
- Worked with various internal departments to collaborate and resolve complex, customer-impacting issues in an effective and timely manner.
- Various other duties as needed.
Theater/Amusement Center Manager
Whistler Conference Center
Whistler, BC
09.1986 - 04.1992
- Directed all day-to-day operations of the facility to provide safe and enjoyable guest experiences.
- Recruited and hired individuals demonstrating passion, dedication and added value to the team.
- Provided leadership to 7 employees through coaching, feedback and performance management.
- Represented integrity and professionalism in business, serving as mentor and role model to staff.
- Managed scheduling for employees to optimize productivity.
- Motivated employees to share ideas and feedback and led team members to work together to achieve targets.
- Trained, managed and motivated employees to promote professional skill development.
- Kept the facilities clean, safe and well-organized to maximize productivity and provide professional impression to all our patrons.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets.
- Reviewed and submitted accurate bi-weekly payroll to satisfy human resources obligations and maintain high employee satisfaction.
- Contributed to organizational initiative to achieve weekly sales, budget and other targeted goals.
Education
High School Diploma -
Selkirk Secondary School
Kimberley, BC06.1983
Skills
- Management
- Supervision and training
- Recruiting and hiring
- Employee development
- HR knowledge
- Warehouse operations
- Customer relationship management
- Delegation
- Schedule management
- Customer retention
- Profit and loss accountability
- Performance improvements
- Tech experience
- Mechanically inclined
Accomplishments
10 years Service Technician, apprenticeship for CATV Journeyman in 2001.
CATV Journeyman status 2006.
Job promotion to Technical Operations Supervisor for Shaw Cable Systems, Squamish and Bowen Island 2008.
Technical Operations Supervisor for Shaw Cable systems Sea to Sky, area expanded to include Whistler and Pemberton plus provide support to Lillooet 2016.
Consistently maintained high customer satisfaction ratings.
Led team to achieve high customer experience, engagement and earned recognition from upper management with financial reward.
Certification
5 yrs representing Local and Regional Health & Safety committees for Shaw Cable Systems.
Certified in C.P.R., First Aid BCLS “A” , Fire, Safety and Security procedures.
Certified in Electrical Safety & Awareness.
Certified in Fall Arrest.
Certified for Bucket Truck Operation and Safety.
Certified in Low / Moderate Traffic control.
Certified in Confined Spaces Entry.
Trained in W.H.I.M.I.S. chemical handling.
Super Host training seminar with Tourism B.C.
Completed Management Skills B.C. Place Stadium.
Graduated 2yr Foundations of Leadership course in 2016 with Shaw Cable Systems.
References
Doug Lepard - Focus Communications - Kelowna, B.C. 250-258-9547
Wayne Mannix - Tree Faller - Comox, B.C. 250-240-0275
Mike Lavigne - Business Operations, (Roger's Cable) - Squamish, B.C. 778-970-0191
Jason Basaraba - Supervisor, Driftwood Communications Ltd - Saanichton, B.C. 250-588-2378
Timeline
Telecommunications Technician
Driftwood Communications
08.2023 - 03.2024
Telecommunications Technician
DVC Communications Ltd
07.2021 - 06.2023
Production Technician
Century Signs & Awnings
01.2020 - 03.2020
Technical Operations Supervisor
Shaw Cable Systems G.P.
03.2006 - 03.2018
Plant Technician
Whistler Cable Television
04.1992 - 03.2006
Theater/Amusement Center Manager
Whistler Conference Center
09.1986 - 04.1992
High School Diploma -
Selkirk Secondary School
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