Evan Stewart
Advisor at Onward Media Group- Claim this Profile
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German - Learning -
Topline Score
Bio
LinkedIn User
Evan is a people leader who truly cares about the individuals on his team, encouraging them to grow, pursue stretch projects of interest, and think about their futures. I had the privilege of having Evan as a manager for 2.5 years, during which time he proved himself as a mentor, and I’m happy to be able to call him a mentor now as well, a few years after working together. Evan encourages his team to think outside the box, both with technical troubleshooting, and when solving any complex problem, technical or otherwise. As a manager Evan thoughtfully balances guiding his team through the day to day work, using his technical expertise to help the team work through any blockers, while also encouraging the team to reflect on their work and their goals, learn from their experiences, and think about their next steps. He truly has his team members’ backs, and values the opinions of everyone on the team. Evan’s next company and team will be so lucky to have him, and I’d gladly work alongside him in the future.
Erik V.
Evan is a natural leader, an excellent communicator, and an all-around fantastic person. I reported to Evan for 1.5 years, and in that time, he consistently empowered me to take on new projects, make business decisions, and find new avenues to improve my skills. He’s the kind of leader who wants to help foster your growth and development, and he’ll always help you find opportunities to learn more. Evan is a manager that leads by example. His ability to lead complex projects and balance various responsibilities while managing multiple teams is truly impressive. He facilitated a culture of autonomy and was always happy to discuss potential projects and process improvements. If you had an idea, Evan wanted to hear about it and would encourage you to pursue it. Outside of his management skills, Evan is incredibly personable and takes the time to connect with his team members. Evan genuinely cared about the people on his team and was always available to help me navigate tricky situations. I would strongly recommend Evan for any management role and will gladly work with him again at any point in the future.
Timothy Fraser
Support is generally a thankless adventure. Managing a support team is doubly thankless. Evan deserves all of the accolades for not only managing an extremely successful support team but finding ways to add value to the extremely varied customer base we are supporting. He understands the needs of the customer as well as the human element that often leaders miss. He is invaluable to the organization.
LinkedIn User
Evan is a people leader who truly cares about the individuals on his team, encouraging them to grow, pursue stretch projects of interest, and think about their futures. I had the privilege of having Evan as a manager for 2.5 years, during which time he proved himself as a mentor, and I’m happy to be able to call him a mentor now as well, a few years after working together. Evan encourages his team to think outside the box, both with technical troubleshooting, and when solving any complex problem, technical or otherwise. As a manager Evan thoughtfully balances guiding his team through the day to day work, using his technical expertise to help the team work through any blockers, while also encouraging the team to reflect on their work and their goals, learn from their experiences, and think about their next steps. He truly has his team members’ backs, and values the opinions of everyone on the team. Evan’s next company and team will be so lucky to have him, and I’d gladly work alongside him in the future.
Erik V.
Evan is a natural leader, an excellent communicator, and an all-around fantastic person. I reported to Evan for 1.5 years, and in that time, he consistently empowered me to take on new projects, make business decisions, and find new avenues to improve my skills. He’s the kind of leader who wants to help foster your growth and development, and he’ll always help you find opportunities to learn more. Evan is a manager that leads by example. His ability to lead complex projects and balance various responsibilities while managing multiple teams is truly impressive. He facilitated a culture of autonomy and was always happy to discuss potential projects and process improvements. If you had an idea, Evan wanted to hear about it and would encourage you to pursue it. Outside of his management skills, Evan is incredibly personable and takes the time to connect with his team members. Evan genuinely cared about the people on his team and was always available to help me navigate tricky situations. I would strongly recommend Evan for any management role and will gladly work with him again at any point in the future.
Timothy Fraser
Support is generally a thankless adventure. Managing a support team is doubly thankless. Evan deserves all of the accolades for not only managing an extremely successful support team but finding ways to add value to the extremely varied customer base we are supporting. He understands the needs of the customer as well as the human element that often leaders miss. He is invaluable to the organization.
LinkedIn User
Evan is a people leader who truly cares about the individuals on his team, encouraging them to grow, pursue stretch projects of interest, and think about their futures. I had the privilege of having Evan as a manager for 2.5 years, during which time he proved himself as a mentor, and I’m happy to be able to call him a mentor now as well, a few years after working together. Evan encourages his team to think outside the box, both with technical troubleshooting, and when solving any complex problem, technical or otherwise. As a manager Evan thoughtfully balances guiding his team through the day to day work, using his technical expertise to help the team work through any blockers, while also encouraging the team to reflect on their work and their goals, learn from their experiences, and think about their next steps. He truly has his team members’ backs, and values the opinions of everyone on the team. Evan’s next company and team will be so lucky to have him, and I’d gladly work alongside him in the future.
Erik V.
Evan is a natural leader, an excellent communicator, and an all-around fantastic person. I reported to Evan for 1.5 years, and in that time, he consistently empowered me to take on new projects, make business decisions, and find new avenues to improve my skills. He’s the kind of leader who wants to help foster your growth and development, and he’ll always help you find opportunities to learn more. Evan is a manager that leads by example. His ability to lead complex projects and balance various responsibilities while managing multiple teams is truly impressive. He facilitated a culture of autonomy and was always happy to discuss potential projects and process improvements. If you had an idea, Evan wanted to hear about it and would encourage you to pursue it. Outside of his management skills, Evan is incredibly personable and takes the time to connect with his team members. Evan genuinely cared about the people on his team and was always available to help me navigate tricky situations. I would strongly recommend Evan for any management role and will gladly work with him again at any point in the future.
Timothy Fraser
Support is generally a thankless adventure. Managing a support team is doubly thankless. Evan deserves all of the accolades for not only managing an extremely successful support team but finding ways to add value to the extremely varied customer base we are supporting. He understands the needs of the customer as well as the human element that often leaders miss. He is invaluable to the organization.
LinkedIn User
Evan is a people leader who truly cares about the individuals on his team, encouraging them to grow, pursue stretch projects of interest, and think about their futures. I had the privilege of having Evan as a manager for 2.5 years, during which time he proved himself as a mentor, and I’m happy to be able to call him a mentor now as well, a few years after working together. Evan encourages his team to think outside the box, both with technical troubleshooting, and when solving any complex problem, technical or otherwise. As a manager Evan thoughtfully balances guiding his team through the day to day work, using his technical expertise to help the team work through any blockers, while also encouraging the team to reflect on their work and their goals, learn from their experiences, and think about their next steps. He truly has his team members’ backs, and values the opinions of everyone on the team. Evan’s next company and team will be so lucky to have him, and I’d gladly work alongside him in the future.
Erik V.
Evan is a natural leader, an excellent communicator, and an all-around fantastic person. I reported to Evan for 1.5 years, and in that time, he consistently empowered me to take on new projects, make business decisions, and find new avenues to improve my skills. He’s the kind of leader who wants to help foster your growth and development, and he’ll always help you find opportunities to learn more. Evan is a manager that leads by example. His ability to lead complex projects and balance various responsibilities while managing multiple teams is truly impressive. He facilitated a culture of autonomy and was always happy to discuss potential projects and process improvements. If you had an idea, Evan wanted to hear about it and would encourage you to pursue it. Outside of his management skills, Evan is incredibly personable and takes the time to connect with his team members. Evan genuinely cared about the people on his team and was always available to help me navigate tricky situations. I would strongly recommend Evan for any management role and will gladly work with him again at any point in the future.
Timothy Fraser
Support is generally a thankless adventure. Managing a support team is doubly thankless. Evan deserves all of the accolades for not only managing an extremely successful support team but finding ways to add value to the extremely varied customer base we are supporting. He understands the needs of the customer as well as the human element that often leaders miss. He is invaluable to the organization.
Credentials
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TDGA
Transportation of Dangerous Goods ActJun, 2011- Nov, 2024 -
WHMIS
Workplace Hazardous Material Information SystemJun, 2011- Nov, 2024
Experience
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Onward Media Group
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Canada
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Media Production
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1 - 100 Employee
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Advisor
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Jun 2023 - Present
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ContactMonkey
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Canada
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Technology, Information and Internet
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1 - 100 Employee
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Sr Manager - Technical Support (Consultant)
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Dec 2022 - May 2023
As a Consultant and Sr Manager - Technical Support, I was responsible for Strategy & Execution of key initiatives while creating & supporting technical support as it is introduced as a key function. Key Accomplishments: Building and leading the Support team and Support Operations function. Hired Technical Writer to improve the Help Center. Hired 2 Technical Support Specialists based on Monthly Ticket Volume and Forecast. Created a forecast to project future hiring… Show more As a Consultant and Sr Manager - Technical Support, I was responsible for Strategy & Execution of key initiatives while creating & supporting technical support as it is introduced as a key function. Key Accomplishments: Building and leading the Support team and Support Operations function. Hired Technical Writer to improve the Help Center. Hired 2 Technical Support Specialists based on Monthly Ticket Volume and Forecast. Created a forecast to project future hiring needs. Optimized Zendesk with the integration to Salesforce and introduced key macros. Reduced ticket volume by 90% in one queue by providing product feedback to development. Introduced Getguru.com to the organization for a central Internal Knowledge Repository to reduce time in onboarding and ensure Sales/Success had access to repeatable information. Show less As a Consultant and Sr Manager - Technical Support, I was responsible for Strategy & Execution of key initiatives while creating & supporting technical support as it is introduced as a key function. Key Accomplishments: Building and leading the Support team and Support Operations function. Hired Technical Writer to improve the Help Center. Hired 2 Technical Support Specialists based on Monthly Ticket Volume and Forecast. Created a forecast to project future hiring… Show more As a Consultant and Sr Manager - Technical Support, I was responsible for Strategy & Execution of key initiatives while creating & supporting technical support as it is introduced as a key function. Key Accomplishments: Building and leading the Support team and Support Operations function. Hired Technical Writer to improve the Help Center. Hired 2 Technical Support Specialists based on Monthly Ticket Volume and Forecast. Created a forecast to project future hiring needs. Optimized Zendesk with the integration to Salesforce and introduced key macros. Reduced ticket volume by 90% in one queue by providing product feedback to development. Introduced Getguru.com to the organization for a central Internal Knowledge Repository to reduce time in onboarding and ensure Sales/Success had access to repeatable information. Show less
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PartnerHero
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United States
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Sr. Operations Manager
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Apr 2021 - Dec 2022
As Sr. Operations Manager, I devised, executed and oversaw a comprehensive strategy to enhance customer confidence in our delivery standards, resulting in successful contract renegotiations based on improved team performance. PartnerHero is a Global BPO and responsible for leading support operations for many global businesses. Key Accomplishments: Prioritized regular communication between our team and partners, establishing a structured cadence of weekly, monthly and quarterly… Show more As Sr. Operations Manager, I devised, executed and oversaw a comprehensive strategy to enhance customer confidence in our delivery standards, resulting in successful contract renegotiations based on improved team performance. PartnerHero is a Global BPO and responsible for leading support operations for many global businesses. Key Accomplishments: Prioritized regular communication between our team and partners, establishing a structured cadence of weekly, monthly and quarterly deliverables, and ensuring critical partner management and contract negotiations. Spearheaded initiatives to elevate the capabilities of other Program Managers, fostering collaboration throughout the company and providing clear growth opportunities for employees and partners. Acted as a dedicated mentor to all team members, including seasoned representatives, those with call center experience, and fresh new agents on their first job. Reviewed and challenged the accuracy of contracts with partners, ensuring alignment between actual support provided and perceived support outlined in the agreement. Defined and verified all KPIs against new baselines. Developed and implemented a cleanup plan for Zendesk, procedures, and other third-party tools to streamline internal processes. Show less As Sr. Operations Manager, I devised, executed and oversaw a comprehensive strategy to enhance customer confidence in our delivery standards, resulting in successful contract renegotiations based on improved team performance. PartnerHero is a Global BPO and responsible for leading support operations for many global businesses. Key Accomplishments: Prioritized regular communication between our team and partners, establishing a structured cadence of weekly, monthly and quarterly… Show more As Sr. Operations Manager, I devised, executed and oversaw a comprehensive strategy to enhance customer confidence in our delivery standards, resulting in successful contract renegotiations based on improved team performance. PartnerHero is a Global BPO and responsible for leading support operations for many global businesses. Key Accomplishments: Prioritized regular communication between our team and partners, establishing a structured cadence of weekly, monthly and quarterly deliverables, and ensuring critical partner management and contract negotiations. Spearheaded initiatives to elevate the capabilities of other Program Managers, fostering collaboration throughout the company and providing clear growth opportunities for employees and partners. Acted as a dedicated mentor to all team members, including seasoned representatives, those with call center experience, and fresh new agents on their first job. Reviewed and challenged the accuracy of contracts with partners, ensuring alignment between actual support provided and perceived support outlined in the agreement. Defined and verified all KPIs against new baselines. Developed and implemented a cleanup plan for Zendesk, procedures, and other third-party tools to streamline internal processes. Show less
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Vidyard
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Canada
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Online Audio and Video Media
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200 - 300 Employee
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Sr. Manager - Technical Support and Professional Services
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May 2019 - Apr 2021
Lead the Internal Support team that is responsible for computers, software and internal infrastructure at Vidyard. Managing the External Support team that is responsible for providing excellent customer support for all of Vidyard's free, Pro and Enterprise customers. Managing and developing the Professional Services team to assist customers in realizing the potential of video with their customized solutions.
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Lead - Technical Support
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Jan 2018 - May 2019
Set objectives, develop, motivate, and measure results for a team of 10 individual contributors on the technical support team both in Kitchener and overseas. Owned the training and ongoing relationship with an outsourced support team in the Philippines. Drove an initiative to automate support offering by migrating support tooling to Zendesk from Salesforce Service Cloud. Integrated an AI tool(Solvvy) to help deflect ~20% of all support cases. Responsible for interviewing and hiring… Show more Set objectives, develop, motivate, and measure results for a team of 10 individual contributors on the technical support team both in Kitchener and overseas. Owned the training and ongoing relationship with an outsourced support team in the Philippines. Drove an initiative to automate support offering by migrating support tooling to Zendesk from Salesforce Service Cloud. Integrated an AI tool(Solvvy) to help deflect ~20% of all support cases. Responsible for interviewing and hiring new staff. Escalation point for support cases deemed urgent. Work with Product to find pieces of the product that can be changed to alleviate caseload.
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Technical Support Specialist
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May 2016 - Jan 2018
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RouteOptix
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Kitchener, Canada Area
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Software Support Analyst
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Aug 2014 - May 2016
As a Software Support Analyst, I deliver continuous technical assistance to new and existing customers via phone and email, ensuring their needs are met promptly and efficiently. Oversee installation, updates, and testing processes for a diverse clientele of 100+ clients concurrently. Spearhead digital marketing efforts and serve as the company's ambassador at global trade shows, promoting the brand and its offerings. Skillfully manage a plethora of daily tasks, ensuring client… Show more As a Software Support Analyst, I deliver continuous technical assistance to new and existing customers via phone and email, ensuring their needs are met promptly and efficiently. Oversee installation, updates, and testing processes for a diverse clientele of 100+ clients concurrently. Spearhead digital marketing efforts and serve as the company's ambassador at global trade shows, promoting the brand and its offerings. Skillfully manage a plethora of daily tasks, ensuring client satisfaction and keeping projects streamlined and on schedule. Key Accomplishments: Fully onboarded customers in 3 days during onsite training Lead a project to implement a new mapping system for use in the application Quickly became a resource that customers asked for while providing excellent support Became a Subject Matter Expert on how customers used the software Show less As a Software Support Analyst, I deliver continuous technical assistance to new and existing customers via phone and email, ensuring their needs are met promptly and efficiently. Oversee installation, updates, and testing processes for a diverse clientele of 100+ clients concurrently. Spearhead digital marketing efforts and serve as the company's ambassador at global trade shows, promoting the brand and its offerings. Skillfully manage a plethora of daily tasks, ensuring client… Show more As a Software Support Analyst, I deliver continuous technical assistance to new and existing customers via phone and email, ensuring their needs are met promptly and efficiently. Oversee installation, updates, and testing processes for a diverse clientele of 100+ clients concurrently. Spearhead digital marketing efforts and serve as the company's ambassador at global trade shows, promoting the brand and its offerings. Skillfully manage a plethora of daily tasks, ensuring client satisfaction and keeping projects streamlined and on schedule. Key Accomplishments: Fully onboarded customers in 3 days during onsite training Lead a project to implement a new mapping system for use in the application Quickly became a resource that customers asked for while providing excellent support Became a Subject Matter Expert on how customers used the software Show less
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BlackBerry
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Canada
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Software Development
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700 & Above Employee
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IT - Corporate Device Recycling Program Specialist
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Nov 2010 - Feb 2013
- Provided technical support for internal clients, acting as primary point of contact for inventory, SAP, and device repair. - Contributed to cost-saving initiative to save $1 billion by optimizing costs of logistics and minimizing inventory-related expenses. - Trained colleagues on set-up and functionality of new devices. - Led department-wide continuous improvement programs and inventory audits across multiple global sites. - Provided technical support for internal clients, acting as primary point of contact for inventory, SAP, and device repair. - Contributed to cost-saving initiative to save $1 billion by optimizing costs of logistics and minimizing inventory-related expenses. - Trained colleagues on set-up and functionality of new devices. - Led department-wide continuous improvement programs and inventory audits across multiple global sites.
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Checkers Cleaning Supplies
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London, Canada Area
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Logistics Specialist
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Dec 2009 - Sep 2010
- Developed a comprehensive understanding of inventory control and warehouse operations acting as customer service lead at high-traffic warehouse. - Developed a comprehensive understanding of inventory control and warehouse operations acting as customer service lead at high-traffic warehouse.
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Hewlett Packard Enterprise
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Specialty Tech Support
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Sep 2009 - Dec 2009
- Provided hardware and software support to customers and employees, including training, troubleshooting and problem resolution - Held a 95% Total Problem Resolution statistic for length of employment. - Provided hardware and software support to customers and employees, including training, troubleshooting and problem resolution - Held a 95% Total Problem Resolution statistic for length of employment.
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Australia - Work and Travel
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Australia
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Multiple Companies
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Feb 2007 - May 2009
- Spent 3 years travelling abroad gaining invaluable international work experience. - Travelled to many countries including United States, Australia, Cambodia, Indonesia, and Germany. - Was employed at various jobs throughout the travelling time period to fund my travels, and gained many skills in the process. - Companies included: - Optus - Customer Retention Specialist providing customers with opportunities to benefit from staying with current mobile phone provider -… Show more - Spent 3 years travelling abroad gaining invaluable international work experience. - Travelled to many countries including United States, Australia, Cambodia, Indonesia, and Germany. - Was employed at various jobs throughout the travelling time period to fund my travels, and gained many skills in the process. - Companies included: - Optus - Customer Retention Specialist providing customers with opportunities to benefit from staying with current mobile phone provider - Breakwater Marina - Read blueprints and assisted in the construction of a marina extension comprised of berths to suit vessels that ranged between 10m and 18m in length. The project required 47 semi-trailer loads to deliver it to location for assembly. Show less - Spent 3 years travelling abroad gaining invaluable international work experience. - Travelled to many countries including United States, Australia, Cambodia, Indonesia, and Germany. - Was employed at various jobs throughout the travelling time period to fund my travels, and gained many skills in the process. - Companies included: - Optus - Customer Retention Specialist providing customers with opportunities to benefit from staying with current mobile phone provider -… Show more - Spent 3 years travelling abroad gaining invaluable international work experience. - Travelled to many countries including United States, Australia, Cambodia, Indonesia, and Germany. - Was employed at various jobs throughout the travelling time period to fund my travels, and gained many skills in the process. - Companies included: - Optus - Customer Retention Specialist providing customers with opportunities to benefit from staying with current mobile phone provider - Breakwater Marina - Read blueprints and assisted in the construction of a marina extension comprised of berths to suit vessels that ranged between 10m and 18m in length. The project required 47 semi-trailer loads to deliver it to location for assembly. Show less
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Education
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2018 - 2019
Communitech Academy
Strong Leaders, Organizational Leadership -
2018 - 2018
Communitech Academy
Leadership WTF (Where to Focus), Organizational Leadership
Community
