Alexander N. Rowe
Kitchener,ON
Summary
Forward-thinking Operations Specialist with 6+ years of experience with support and training in tech. Critical thinker, who has a high degree of skill in learning systems and cross discipline communication.
Overview
8
8
years of professional experience
Work History
Senior Support Specialist, Merchant Tax and Money
Shopify
Kitchener, ON
05.2020 - Current
- Communicated with multiple teams to gather context on new product launches and incidents that arose with products for documentation
- Acted as a point of contact on the support team for emerging incidents across the tax products on the platform
- Built and maintained training materials and training programs for new employees.
- Evaluated and generated reports on department metrics to upper management.
Escalated Technical Support Specialist
Shopify
Kitchener, ON
05.2018 - 05.2020
- Interpreted customer concerns with potential system faults and performed technical diagnosis to confirm issues
- Liaised with Shopify partners such as Avalara on cross company integrations and technical faults for documentation
- Participated in product launch and pre and post-mortem meetings with product teams to discuss impact and improve resources
- Reported technical errors and system faults to product development teams using tools such as GitHub and Jira
Education
Advanced Diploma With Honors - Electrical Engineering – Control Systems
Humber College Institute of Technology And Advanced Learning
Toronto, ON05.2016
General Arts And Science University Profile
Humber College Institute of Technology And Advanced Learning
Toronto, ON06.2013
Skills
- Case management
- Knowledge/expertise management
- Training & development
- Analytical
- People skills
- Technically inclined/Systems thinker
- Cross-functional communication
- Critical thinking
- Project management
- Program evaluation
References
- Dan Beaudoin, Senior Lead of Merchant Tax Support
dan@danbeaudoin.ca 647-567-6509
- Braden Kraft, Shopify Merchant Tax Support Lead
b.kraft@gmail.com 431-777-3027
- Melissa Johnston, Support Expert, Money & Product Solutions
melissarko@hotmail.com +353-877-957-679
- Natasha Nally, Senior Specialist, Merchant Tax Operations
tashanally@gmail.com +353-858-729-135
- Yuan Xu, Senior Developer
Yuan.xu@shopify.com 226-978-3577
- Eric Parizeau, Product Enablement Specialist
ericparizeau1@gmail.com 613-252-3977
Timeline
Senior Support Specialist, Merchant Tax and Money
Shopify
05.2020 - Current
Escalated Technical Support Specialist
Shopify
05.2018 - 05.2020
Advanced Diploma With Honors - Electrical Engineering – Control Systems
Humber College Institute of Technology And Advanced Learning
General Arts And Science University Profile
Humber College Institute of Technology And Advanced Learning