Dana Heitland

[email protected] • +16047991521 • Chilliwack, BC V2R 2P9

PROFESSIONAL SUMMARY

Customer-focused professional with experience providing high-quality service to diverse members of the public. Skilled in clear communication, problem-solving, and handling inquiries or concerns with professionalism and empathy. Proven ability to work efficiently in fast-paced environments while maintaining a positive customer experience.

WORK EXPERIENCE

Bookkeeper
09/2021 - Present
McBride Bookkeeping , Abbotsford, BC
• Maintain day-to-day financial records, including AR/AP and sales reporting
• Submit GST, PST, and payroll remittances
• Reconcile bank, credit card, cash, and vendor accounts
• Communicate with clients to gather documentation and clarify transactions
• Assist with special projects, including multi-year catch-up bookkeeping
• Support month-end reporting, audits, and ensure compliance with tax regulations
• Identify and resolve errors in financial data
Bilingual (English & German) Technical Support & Customer Service - FLIR Security
05/2014 - 10/2016
Stream Global Services , Chilliwack, BC
• Provided troubleshooting and technical support for security camera systems in both German and English, ensuring optimal performance and high customer satisfaction
Technical Support
08/2012 - 05/2013
Stream Global Services , Chilliwack, BC
• Provided remote troubleshooting for Dell computers, resolving hardware and software issues by guiding customers step-by-step over the phone and through remote connections.
Technical Support, Provision Shaw Digital Phone, Provision Shaw Digital Phone Support, Service Delivery Specialist
11/2005 - 10/2010
Shaw Cablesystems G.P. , Winnipeg, MB
• Resolved backend errors related to Shaw Digital Phone systems by utilizing SQL queries to diagnose and correct database issues, ensuring service reliability and performance.
• Served as helpdesk support for internal customers and field technicians, handling technical issues and managing escalation calls to ensure prompt resolution.
• Installed and troubleshot Shaw Digital Phone services on customer accounts, providing technical support and assisting field technicians to ensure seamless service delivery.
• Provided troubleshooting and technical assistance for Internet, Cable TV, and Shaw Digital Phone services. Diagnosed connectivity issues, resolved service interruptions, guided customers through setup and configuration, and ensured timely resolution to enhance user experience and satisfaction.
Technical Support
10/2004 - 11/2005
Convergys , Winnipeg, MB
• Provided technical support for internet connectivity, troubleshooting network issues to ensure reliable service.

EDUCATION

Bookkeeping for small Businesses (Secondary School)
02/2020 - 05/2020
University of Fraser Valley , Chilliwack, BC
Webdesign (Master CIW Designer)
01/2001 - 01/2002
Midwestern School of Business & Technology , Winnipeg, MB
ESL (Student)
01/2000 - 01/2001
University of Winnipeg , Winnipeg, MB
Office Administration (Office Management Assistant)
01/1996 - 01/1999
Berufsbildende Schulen I Celle Germany , Celle

SKILLS

CERTIFICATIONS

Bookkeeping for small Businesses
05/2020
Serving It Right (SIR)
12/2025
Liquor and Cannabis Regulation Branch (LCRB)

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