BT

The five years are the point, not the detour.

I was the person engineers escalated to. Five years at Shopify in technical services: Tier 2–3 incidents, identity and access, outage comms in the war-room Slack channel, log-diving in DevTools and Splunk until the actual cause fell out. Before that, Accenture — deploying and troubleshooting endpoints and enterprise platforms for clients who noticed instantly when something broke.

That work taught me the thing bootcamps can’t: what software looks like from the receiving end. I’ve read the ticket that says “it just stopped working.” I’ve written the SOP that stopped fifty of them. When I build a UI now, I’m thinking about the person who will file the bug.

So I’m building the other side. React, Next.js, and TypeScript on the front, Rails and GraphQL behind it — learned by shipping one genuinely hard product rather than collecting certificates. I’m early, and I’m loud about being early. That’s what this site is for.

Receipts
95%
SLA resolution rate across Tier 2–3 support at Shopify
−30%
business downtime during incidents I ran comms for
50+
knowledge-base articles and SOPs written, cutting repeat tickets 15%
−25%
engineering escalations, by finishing the diagnosis before handing it over

Timeline

Oct 2020 – Jul 2025
Montreal, QC

Technician, Technical Services

Shopify
  • —Ran Tier 2–3 support through Zendesk and Freshservice at a 95% SLA resolution rate, cutting average turnaround 20%.
  • —Primary point of contact for high-priority incidents — deployed workarounds that cut downtime 30% during disruptions.
  • —Isolated root causes in Chrome DevTools and Splunk, reducing engineering escalations by 25%.
  • —SME for Twilio call-centre operations across 20+ projects supporting platforms doing $100M+ GMV.
  • —Streamlined joiner/leaver SOPs on Okta RBAC and Google Workspace with zero day-one access delays.
May 2018 – Sep 2019
Toronto, ON

Business & Integration Architecture Analyst

Accenture
  • —Provisioned and deployed 200+ Android transit endpoints via MDM at a 99% patch success rate.
  • —Held 99.5% operational uptime troubleshooting network, software, and hardware issues on live transit hardware.
  • —Defined requirements and user stories for a Salesforce support portal used by 10,000+ people globally.
  • —Cut deployment downtime 15% across 20+ server instances with cutover tracking and end-user SOPs.
2017
Toronto, ON

Test Technician

Tyco Security Products
  • —Assembled, imaged, and verified Windows and Linux server towers to 100% accuracy against client build sheets.
  • —Ran root-cause failure analysis and validated OS patches on CCTV platforms needing 24/7 availability.

Education

2018
IT Service Analyst Certification · NPower Canada, Mississauga
2013
Diploma in Computer Engineering · Centennial College, Toronto
2010
BSc Internet Computing · University of Liverpool, UK