Jordan Handy

Jordan​​ ​Handy c​:​ ​-​ ​|​ ​e​:​-​ ​|​ ​Linkedin​:​ ​www.linkedin.com/in/jordan-handy Summary Experienced​ ​systems​ ​administrator​ ​and​ ​project​ ​manager​ ​with​ ​a​ ​demonstrated​ ​history​ ​of​ ​working​ ​in​ ​the​ ​IT industry.​ ​Skilled​ ​in​ ​Product​ ​Management,​ ​Web​ ​Development,​ ​and​ ​Cloud​ ​Solution​ ​Architecture.​ ​Strong support​ ​professional​ ​with​ ​a​ ​Bachelor​ ​of​ ​Computing​ ​(Honours)​ ​focused​ ​in​ ​Computer​ ​Software​ ​from Queen's​ ​University. Core​ ​Competencies Web​ ​Programming Object-oriented​ ​programming Remote​ ​work E-commerce Stakeholder​ ​Relations Project​ ​Management Communication​ ​Skills Leadership​ ​Skills Problem​ ​Solving Critical​ ​Thinking Strategic​ ​Planning Cloud​ ​Services Cross​ ​functional​ ​Collaboration Analytical​ ​Skills Organization Time​ ​Management Project​ ​Scope​ ​&​ ​Requirements Work​ ​Experience Sears,​ ​Canada​ ​(March​ ​2017​ ​–​ ​October​ ​2017) Point-of-Sale​ ​Administrator​ ​/​ ​Technical​ ​Analyst ● ● ● ● ● ● ● ● ● ● ● Integral part of the POS replacement project team, and systems analysis in migrating from mainframe to​ ​cloud,​ ​with​ ​the​ ​existing​ ​point-of-sale Lead​ ​trainer​ ​for​ ​Beta-test​ ​associate​ ​store​ ​training​ ​on​ ​the​ ​new​ ​POS​ ​platform Created​ ​training​ ​documentation,​ ​using​ ​Google​ ​Sites Main contact for vendor management, communicating vendor requirements, documenting change, testing​ ​requirements,​ ​and​ ​tracking​ ​defects Technical​ ​analysis​ ​of​ ​software​ ​products QA,​ ​testing​ ​of​ ​new​ ​software​ ​project,​ ​and​ ​product​ ​testing Business​ ​analysis,​ ​leading​ ​to​ ​noticeable​ ​improvements​ ​in​ ​business​ ​process,​ ​and​ ​execution Oversee​ ​Sears’​ ​POS​ ​operations​ ​with​ ​popup​ ​shops​ ​and​ ​retail​ ​locations,​ ​to​ ​ensure​ ​effective​ ​operation Written​ ​requirements​ ​documentation,​ ​and​ ​process​ ​flow​ ​diagrams POS software architecture security analysis, and lockdown procedures, including operating system and​ ​network​ ​hardening Writing​ ​technical​ ​support​ ​documentation​ ​to​ ​assist​ ​end-users​ ​and​ ​stakeholders Project​ ​Manager​ ​(March​ ​2017​ ​–​ ​September​ ​2017) ● ● ● ● ● Management​ ​of​ ​the​ ​Sears​ ​Popup​ ​Shop​ ​from​ ​implementation,​ ​to​ ​execution,​ ​resulting​ ​in​ ​a​ ​successful increase​ ​in​ ​awareness​ ​of​ ​the​ ​Sears​ ​brand Shopify​ ​expertise​ ​was​ ​used​ ​to​ ​deliver​ ​a​ ​critical​ ​deliverable,​ ​acting​ ​as​ ​a​ ​subject​ ​matter​ ​expert​ ​within the​ ​organization Oversee​ ​the​ ​proper​ ​training​ ​for​ ​Popup​ ​shop​ ​associates,​ ​to​ ​ensure​ ​proper​ ​business​ ​practices,​ ​and​ ​a refreshing​ ​customer​ ​experience Managing​ ​the​ ​product​ ​lifecycle​ ​of​ ​products​ ​both​ ​coming​ ​in,​ ​and​ ​heading​ ​out​ ​of,​ ​the​ ​popup​ ​shop, ensuring​ ​a​ ​smooth​ ​lifecycle Managing​ ​the​ ​data​ ​analytics​ ​of​ ​data​ ​collected​ ​by​ ​the​ ​popup​ ​(sales​ ​data,​ ​customer​ ​data,​ ​marketing data,​ ​etc.),​ ​showing​ ​an​ ​improvement​ ​in​ ​brand​ ​reception,​ ​exposure,​ ​and​ ​customer​ ​engagement Jordan​​ ​Handy c​:​ ​-​ ​|​ ​e​:​-​ ​|​ ​Linkedin​:​ ​www.linkedin.com/in/jordan-handy Shopify​ ​(January​ ​2016​ ​–​ ​February​ ​2017) Support​ ​Lead ● ● ● ● ● ● Incident​ ​Response,​ ​mitigation,​ ​and​ ​management,​ ​working​ ​remotely Developing​ ​training​ ​programs​ ​and​ ​presentations​ ​to​ ​hone​ ​customer​ ​service​ ​skills Respond​ ​to​ ​merchants,​ ​regarding​ ​escalated​ ​queries Interfacing​ ​directly​ ​with​ ​the​ ​training​ ​team​ ​developing​ ​new​ ​training​ ​programs​ ​for​ ​incoming​ ​customer service​ ​representatives,​ ​leading​ ​to​ ​marked​ ​improvement​ ​when​ ​handling​ ​customer​ ​service​ ​calls Interfacing​ ​directly​ ​with​ ​the​ ​Better​ ​Business​ ​Bureau,​ ​helping​ ​to​ ​decrease​ ​the​ ​overall​ ​load​ ​of​ ​escalated queries​ ​by​ ​helping​ ​customers​ ​see​ ​more​ ​transparently​ ​into​ ​Shopify’s​ ​practices If​ ​necessary,​ ​engaging​ ​law​ ​enforcement,​ ​in​ ​the​ ​instance​ ​that​ ​customer’s​ ​threaten​ ​to​ ​bring​ ​harm​ ​to themselves,​ ​or​ ​may​ ​pose​ ​a​ ​threat​ ​to​ ​the​ ​company Customer​ ​Success​ ​Guru ● ● ● ● Act​ ​as​ ​a​ ​consultant​ ​for​ ​new​ ​users​ ​to​ ​our​ ​platform,​ ​looking​ ​to​ ​create​ ​their​ ​own​ ​online​ ​store,​ ​working remotely Help​ ​current​ ​merchants​ ​maintain​ ​their​ ​business,​ ​and​ ​help​ ​to​ ​ensure​ ​its​ ​profitability,​ ​leading​ ​to​ ​an increase​ ​in​ ​year-over-year​ ​subscriptions​ ​ ​on​ ​the​ ​platform Acted​ ​as​ ​a​ ​point​ ​of​ ​contact​ ​on​ ​Shopify’s​ ​forums,​ ​in​ ​addition​ ​to​ ​being​ ​a​ ​standard​ ​Customer​ ​Success Guru.​ ​ ​This​ ​led​ ​to​ ​customers​ ​having​ ​a​ ​secondary,​ ​alternate​ ​outlet​ ​for​ ​airing​ ​their​ ​concerns,​ ​and​ ​asking their​ ​questions Acted​ ​as​ ​a​ ​resource​ ​for​ ​new​ ​incoming​ ​Customer​ ​Success​ ​Gurus.​ ​ ​This​ ​allowed​ ​for​ ​Shopify’s​ ​standard of​ ​service​ ​be​ ​able​ ​to​ ​be​ ​passed​ ​down​ ​to​ ​incoming​ ​employees. Tutor​ ​Doctor​ ​(September​ ​2015​ ​–​ ​Present) Tutor ● ● Assisted​ ​students​ ​with​ ​guidance​ ​in​ ​various​ ​subjects,​ ​including​ ​math,​ ​science,​ ​and​ ​English Helped​ ​create​ ​a​ ​noticeable​ ​improvement​ ​in​ ​student​ ​performance,​ ​and​ ​increased​ ​enjoyment​ ​of studying​ ​and​ ​homework​ ​completion Minacs​ ​Worldwide​ ​(July​ ​2015​ ​–​ ​January​ ​2016) OnStar​ ​Subscriber​ ​Support ● Assisted​ ​OnStar​ ​subscribers​ ​with​ ​driving​ ​directions,​ ​billing​ ​inquiries,​ ​and​ ​resolving​ ​emergency ● situations.​ ​ ​Customer​ ​retention​ ​and​ ​sales Incident​ ​response​ ​management​ ​--​ ​handling​ ​escalated​ ​queries,​ ​taking​ ​the​ ​initiative​ ​to​ ​giving​ ​customers the​ ​best​ ​service Best​ ​Buy,​ ​Canada​ ​(May​ ​2015​ ​–​ ​July​ ​2015) Counter​ ​Intelligence​ ​Agent ● ● Customer​ ​service,​ ​support,​ ​and​ ​technical​ ​computer​ ​assistance,​ ​working​ ​with​ ​the​ ​Geek​ ​Squad,​ ​helping clients​ ​make​ ​effective​ ​purchases​ ​on​ ​service​ ​plans,​ ​and​ ​new​ ​hardware Helping​ ​customers​ ​effectively​ ​choose​ ​the​ ​best​ ​service​ ​plan​ ​for​ ​their​ ​Geek​ ​Squad​ ​protected​ ​products, and​ ​helping​ ​customers​ ​choose​ ​the​ ​best​ ​future-proof​ ​technology​ ​options​ ​available​ ​to​ ​them Jordan​​ ​Handy c​:​ ​-​ ​|​ ​e​:​-​ ​|​ ​Linkedin​:​ ​www.linkedin.com/in/jordan-handy Education Queen’s​ ​University​ ​(September​ ​2012​ ​–​ ​June​ ​2015) Bachelor​ ​of​ ​Computing, Bachelor​ ​of​ ​Computing​ ​(Honours)​ ​–​ ​Computer​ ​Science Certifications Amazon​ ​–​ ​AWS​ ​Certified​ ​Solutions​ ​Architect​ ​Associate CompTIA​​ ​–​ ​CompTIA​ ​A+​ ​ce​ ​Certified Google​​ ​–​ ​Google​ ​Analytics​ ​Certified,​ ​Google AdWords​​ ​–​ ​Shopping​ ​Certified,​ ​Certified​ ​G​ ​Suite Administrator Technologies​ ​&​ ​Languages DataDog Tableau Amazon​ ​AWS Google​ ​Cloud Salesforce​ ​Commerce​ ​Cloud Government​ ​of​ ​Ontario​​ ​–​ ​Licensed​ ​Ontario Private​ ​Investigator Hubspot​​ ​–​ ​Certification​ ​in​ ​Inbound​ ​Marketing, Inbound​ ​Sales,​ ​and​ ​Email​ ​Marketing Salesforce​​ ​–​ ​Certified​ ​Administrator Salesforce​ ​CRM Oracle​ ​NetSuite​ ​ERP StiboSystems​ ​STEP HTML,​ ​CSS,​ ​JavaScript Java,​ ​C# Volunteer​ ​Experience Queen’s​ ​University​ ​Orientation​ ​Week ● ● Helped​ ​organize​ ​and​ ​supervise​ ​events​ ​for​ ​incoming​ ​students​ ​to​ ​the​ ​university​ ​CFRC​ ​Radio Helped​ ​with​ ​radio​ ​programming,​ ​and​ ​outreach​ ​for​ ​the​ ​campus​ ​station Queen’s​ ​Project​ ​on​ ​International​ ​Development Technology​ ​Director ● ● Helped​ ​with​ ​marketing​ ​and​ ​planning​ ​two​ ​annual​ ​conferences​ ​to​ ​raise​ ​awareness​ ​about​ ​international development,​ ​to​ ​the​ ​surrounding​ ​high​ ​schools Developed​ ​the​ ​website​ ​for​ ​the​ ​school​ ​organization,​ ​which​ ​now​ ​serves​ ​as​ ​the​ ​hub​ ​for​ ​the​ ​organization, to​ ​date,​ ​and​ ​the​ ​conference​ ​landing​ ​page Projects Sears​ ​Canada​ ​Point-of-Sale​ ​Replacement​ ​Project​ ​(2017) ● Worked​ ​to​ ​replace​ ​Sears’​ ​current​ ​point-of-sale​ ​systems​ ​with​ ​newer​ ​hardware,​ ​and​ ​a​ ​newer​ ​software stack.​ ​ ​Served​ ​as​ ​subject-matter-expert,​ ​QA​ ​tester,​ ​and​ ​analyst​ ​for​ ​the​ ​new​ ​solution Sears​ ​Canada​ ​#wevechanged​ ​Popup​ ​Shop​ ​(2017) ● Management​ ​of​ ​the​ ​Sears​ ​Popup​ ​Shop​ ​from​ ​implementation,​ ​to​ ​execution,​ ​helping​ ​to​ ​increase​ ​brand awareness