Clint Burns

Experience

• 

  Best Buy

  Sept 2007 - Sept 2011

  Operations Senior

  Supervised Cashiers and Customer Service Representatives, diffusing difficult customer situations when required. Consolidated nightly cash deposit. Trained new employees and supervised their development. Opened and closed store. Was a member of the store’s human resources committee throughout the duration of employment.

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  Charcut Roast House

  May 2011 - Dec 2012

  Server

  Assisted guests in order selection by promoting specific menu items and specials. Responded to inquiries regarding meal preparation and service. Coordinated with kitchen staff to ensure timely and accurate order preparation.

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  Canadian Institute of Traditional Chinese Medicine

  Jan 2013 - Mar 2013

  Instructor

  Coordinated, composed and lectured classes in Western Nutrition, Human Physiology and Human Anatomy. Assembled and administered assignments and exams.

• 

  Market Eatery

  Jan 2013 - Aug 2013

  Supervisor

  Crucial component in the opening of the restaurant, including the creation and implementation of new policies and procedures, adapting continuously to promote efficiency and fluidity. Assisted in training of new staff, restaurant promotion and event planning.

• 

  Cilantro Restaurant

  Aug 2013 - Sept 2017

  Server, Manager

  Utilized customer service skills to ensure guest enjoyment, adapting to the needs of the guest as required. Large table responsibilities developed delegation and multitasking skills while working in a strong, team-based environment. Revitalized new hire training program to include mentorship with senior staff and sommelier to better ensure staff success, eventually assisting in managerial duties including closing and securing the restaurant, ordering and scheduling.

• 

  Industrial Paramedic Services

  Aug 2013 - Dec 2015

  Emergency Medical Responder

  Provided medical care within Alberta College of Paramedics scope of practice in industrial settings. Conducted DOT certified alcohol and drug tests for pre- employment, post incident and reasonable cause situations. Documented all patient care and testing on corresponding patient care report or incident investigation, respecting patient confidentiality according to FOIP policy.

• 

  Maple Leaf Environmental & Safety Ltd

  Apr 2014 - Aug 2014

  Emergency Medical Responder

  Provided medical care within ACP scope of practice for well shut downs, performed DOT certified alcohol and drug tests for pre-employment, post incident and reasonable cause situations.

• 

  Canadian Paramedical Services Inc.

  Jan 2016 - Sept 2017

  Emergency Medical Technician

  Achieved and maintained patient stability and comfort in accordance with Alberta Occupational Competency Profile (AOCP), delivering optimum patient care in sporting, recreation and industrial environments, supervising venues with upwards of 10,000 guests, often triaging multiple patients and prioritizing treatment regimes. Provided physical, physiological and emotional support to patients and their families in distress.

• 

  Slack

  Nov 2017 - Jun 2024

  - Collaborated with Account Executives and cross functional partners to drive complex, multi-stakeholder deal cycles, addressing diverse, mission-critical business problems across multiple industries including technology, health care and life sciences, resulting in $5 million ACV.- Guided customers through the technical discovery and evaluation process, breaking down complex topics into meaningful conversations focused on business value, security architecture and API integration. 3x quarterly top performer.- Adjusted high-impact presentations for executive and operational stakeholders, including compelling demos at Frontiers, Dreamforce and Enterprise Connect.- Served as a “go-to” for product questions within security, SSO and API integrations, earning the manager-nominated “Force Multiplier” and “Extra mile” awards.- Trained and mentored new SEs, earning the peer-nominated “Collaborator Extraordinaire” and “People’s Choice” awards.- Rewrote and restructured SE onboarding material to focus on high impact technical skills, and actively contributed to the development of the customer-facing Slack certified exam. Show less - Partnered with Account Executives to drive complex, multi-stakeholder deal cycles across industries to solve diverse mission-critical business problems- Drove the discovery process, helping to uncover your customer’s current pains and align to their business objectives- Prepared and delivered high impact presentations and demonstrations that tell Slack's differentiated story- Partnered with customers to design Slack based solutions that drive value and significant business impact- Guided customers through the evaluation process of Slack ensuring that our solution meets key business objectives and technical requirements- Acted as a liaison between Product, Marketing and Sales, sharing customer feedback to help craft the product roadmap Show less - Providing support for large enterprises to configure complex SAML integrations, using identity providers like Okta, ADFS, Ping, Azure, and OneLogin, as well as custom integrations.- Supporting onboarding of thousands of users, leveraging the SCIM API and partner identity providers.- Cross functional collaboration pre and post sales to unblock onboarding and scale - Providing customer-facing insight to engineers to build new features, prioritize bug fixes and unblock customer issues- Supporting enablement for new features, ensuring support agents have accurate and robust troubleshooting documentation- Partnering with identity providers like Okta, Microsoft Azure, OneLogin and Ping to improve cross company support and expedite resolutions- Training new support agents in identity management and developing onboarding materials to facilitate quick apprehension- Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation. Show less - Delivered fast and accurate answers to customers over email and phone, working closely with admins and Slack champions to help build customer faith and trust. - Restructured internal identity documentation, contributing to the ongoing learning of my team as we scaled. - Helped spearhead screen-share support calls, allowing the team to better assist customers through complex configurations and migrations. - Mentored new agents in identity and calls, echoing internal learning philosophies to cultivate confidence and proficiency in team members. Show less

  • Lead Solutions Engineer - Large Enterprise

    Apr 2024 - Jun 2024

  • Sr. Solutions Engineer, Enterprise

    Feb 2022 - Apr 2024

  • Solutions Engineer, Mid Market

    Feb 2021 - Feb 2022

  • Associate Solutions Engineer, Mid Market

    Jun 2020 - Feb 2021

  • Senior Customer Experience Agent

    Jul 2019 - Jun 2020

  • Customer Experience Agent

    Sept 2018 - Jul 2019

  • Associate Customer Experience Agent

    Nov 2017 - Sept 2018
• 

  Webflow

  Jun 2024 - now

  Senior Solutions Engineer