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Drew, Support Team Leader

Posted: February 17th, 2015 Posted In: Employee Spotlight

Our Employee Spotlight highlights the great talent we have here at Angus. Today we get to know the Support Team Leader, Drew.

Drew, what is your education and background?

I have a Bachelor of Arts in Speech Communication from the University of Waterloo. In terms of employment history I’ve done a lot of things: I’ve worked in retail, sales, hospitality, I’m a certified bartender, and have done support for consumer products. Generally in the past I’ve worked in service-related jobs.

So what do you do currently and what are your main responsibilities?

I’m the Team Lead for our Support group. I ensure that all incoming requests are handled in a timely manner and that the highest level of support is offered to all clients. Escalated issues are brought to my attention, and I work with other departments to resolve issues quickly. I also take the time to review issues to identify if there are any process changes we can make sure other customers don’t have the same problems.

Have your responsibilities expanded since you started working here at Angus?

I started working at Angus over 8 years ago and in that time, my responsibilities have changed significantly. My knowledge of processes, resources, and the system itself has helped me grow within the company and explore different departments. So while I have had various responsibilities while immersing myself in different roles at Angus Systems, my primary focus has stayed and will stay the same: help the customer / team as best as I possibly can.

What do you like most about working at Angus Systems?

There is an atmosphere of trust here that I like. I like that I’m given the space to focus and get my work done quickly without a lot of interruptions. There’s also a kind of family community here, we generally get along well.

What are some of the things you’ve learned while working here?

I’ve learned a lot more about the development process in general, how an idea or feature request gets turned into something workable. As far as my skill set goes, I’ve been learning a lot more about the programming languages we use.

Is there some contribution that you’re proud of?

Client Services has a knowledge base that I spent a lot of time adding information to, over a period of about four years. Although that might not sound flashy or particularly impressive, I’m proud of the time I spent contributing to that knowledge base; I still add to it, actually, when something occurs to me. I’d like to think that all the time I spent adding to the knowledge base made other people’s jobs easier.

Is there something that people would be surprised to know about you?

I started out with no formal computer training whatsoever. Everything I learned about computers was either self-taught or learned on the job.

If you weren’t working at Angus, what would you be doing?

It’s hard to say. After working here for a few years, I’ve had the odd idea about certain kinds of work I could probably do or learn to do, but I don’t think those ideas would have occurred to me without the experience I’ve acquired here. If I hadn’t ever found a job at Angus, I’d probably be working in technical support somewhere – assuming I didn’t take a leap of faith and open a small sandwich shop or something like that.

What are some of your personal hobbies and interests?

Cooking, photography, videography, music – I taught myself to play the guitar. I’m basically interested in learning new things. Artistic stuff.

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