My name is Robert Borden. I am a U.S. ex-pat living in Chile. I have my Bachelor’s degree in Software Engineering and a Master's degree in Computer Information Systems with a Graduate Certificate in Cyber Security.
For the last several years, I have remotely managed the technical support for an app based on the Shopify platform. As the sole provider of technical support for the Western Hemisphere, for an app with a user base in the thousands, I access a multitude of Shopify stores per week to review and modify themes to support the implementation of third-party apps. This includes making design and functionality customizations within the theme.
One of my roles includes managing projects from the initial customer request to defining the scope of the project and generating a quote, to payment collection, and implementation of custom code, followed by testing the solution and presenting the customer with the final deliverable while adhering to a predefined timeline.
The technical support process is facilitated through Zendesk. Through the many years of using Zendesk, I have become an expert at creating detailed guides that provide step-by-step instructions with the goal of breaking down complex app functionality and enhancing the ease of usability for the end-user.
Through my work with the back-end developers and end-users of the app, I regularly identify areas of improvement to include the detection of bugs, providing ideas to enhance existing futures, and the identification of areas where new features can be implemented. I also regularly perform testing on the app to ensure solutions to bugs resolve the issue, new and existing features work as expected, and in-depth reviews of the app to ensure proper spelling and grammar are used in order to provide the best end product to our customer base.
Previously I worked remotely with a company that provides transcription services to public schools for students that are deaf and/or hard of hearing. This job required me to listen to the lectures given by a teacher and type out what is said in real-time. I accomplished this by typing at a speed of 65+ wpm.
In a prior technical position, that was both in-house and remote, I had a range of responsibilities as follows: retrieving, reviewing, correcting, and processing files; coordinating processing issues and procedures with Executives from outside clients as well as in-house staff; assisted in establishing new FTP connections; creating and generating reports for both in-house and external members of senior management; created Visual Basic scripts to format reports in Excel, and overseeing the conversion of .pdf documents, and the subsequent importing of them into the company database, followed by reviewing the documents for accuracy.
Before my career in technical roles, I held the role of customer service rep., sales agent, shift Supervisor, and Operations Supervisor.
In addition to my Bachelor degree in Software Engineering and my Master's degree in Computer Information Systems, I have worked with a variety of platforms, environments, and applications such as Shopify, Zendesk, GitHub, Trello, Intercom, Delighted, Slack, WordPress, Netbeans IDE, Adobe Dreamweaver, and Visual Studio.
I am an expert in both Microsoft Office and Google products.
I love learning new things and am always willing to expand my technical knowledge to get the job done. I learned the value of paying attention to detail and seeing a job through to completion while serving in the U.S. Air Force. These are traits I carry with me today when completing any project; big, or small.
Having passed the $100k mark on Shopify, through hard work, I have proven that I am an excellent balance of cost and expertise and know the value of providing excellent technical support! If you are looking for a professional that can get the job done please consider me for your upcoming project.