Reg Gordon

Experience

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  Reg Gordon Photography

  Jun 2002 - Mar 2021

  Director

  I am a Photographer: I’ve been in business for 12 years and started off shooting for local press. I then expanded my knowledge and moved into commercial and corporate photography and have shot campaigns for Adidas, Elverys, Connacht Rugby and the G hotel among many, many others.Website:www.reggordon.com I am a Publisher: 5 years ago I brought a group of 40 people together over a weekend to create a magazine from concept to realization in 48 hours. 3 years ago I conceived, created and published a coffee table book: Tribe: a portrait of Galway, focusing on the different characters that make Galway interesting. I am a Student: Last year I went back to college and completed a masters in Digital media where I learned filmmaking and editing skills and opened my mind to other experiences including, amongst others, E-learning, Avant-garde cinema and Data Visualization. Now I’m finished I’m still learning: I’m currently teaching myself Dreamweaver and JavaScript.I am a Filmmaker: As part of my filmmaking module I shot and edited a short movie for the Blue Teapots Theatre Company, a theatre company for people with Intellectual Disabilities.https://vimeo.com/104921468I am a Developer: My final project is an online learning resource for chronically ill children, which I designed and coded myself using CSS/HTML and Javascript. I can also read PHP and jQuery. I am an Educator: I have run several workshops on photography based around the basics and concepts involved, including several in the, sadly now defunct “Gaff”, a Foroige drop in service for teenagers in Galway.In Short: I’m a creative highly motivated, goal oriented individual who is always willing to learn new things and is not afraid to take leaps of faith when needed. I am very detail oriented and am quite willing to learn and pass on knowledge. I not only embrace challenges, I thrive on them. Show less

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  Olivia's Toybox

  Oct 2014 - Feb 2016

  Founder

  A series of interactive educational children's books involving a number of toys each with their own little differences who work and play together in "Olivia's Toybox ". Each book is a self contained educational unit which is designed to allow the parent and child to learn together and allows the parent to gauge her child's developmental /educational level. Each Story also brings a social message to the child E.G be kind, be tolerant.

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  ARTIS4ALL

  Feb 2015 - Feb 2016

  Founder

  An Online Art Gallery issuing limited edition prints by established and emerging Irish artists for a reasonable price.

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  Shopify

  Feb 2016 - Aug 2023

  As a senior Database Technical Analyst I worked across several teams to streamline and improve processes to allow for greater productivity and better communication. As technical lead I was responsible for setting the direction of the team, creating and running projects that spanned several teams and departments. As a team we had considerable autonomy to experiment with new processes and concepts which led to some interesting learnings.As a part of our journey over the last 2 years:- We collated, created, maintained and improved internal documentation/ processes in tandem with our engineers on internal and external tooling to allow Shopify engineers get past roadblocks quicker using KCS principles thus increasing productivity.- We automated, tidied up and standardised existing processes.- We took on the daily operations of several services and documented processes, identified, resolved/escalated any issues that occurred.- We standardised playbooks/documentation to allow non experts to act as first responders for incidents thus reducing the amount of people that would be on call at any time.- We set up a learning channel and regular classes where experts shared their knowledge with engineers outside the department.- Hosted regular presentations on new toolings such as K9s, KCS and Vividcortex etc to allow engineers to level up quickly. As a part of my role I also needed to have a broad knowledge of all areas of the Database Platform Department so I built up a strong understanding of several core technologies such as MySQL, GCP, Kubernetes, Ruby On Rails, Git/Github along with several observability tools such as Splunk, Datadog and Vividcortex as well as the CLI. Show less This was a new role created to reduce support debt for Shopify Engineers and reduce support load for Database Engineers. As a part of this role we - audited current support procedures and reorganised support so that it was more efficient for all parties involved.- audited and collated technical and support documentation, in association with database engineers who acted as SMEs for their areas, to create a centralised support repo so engineers could self-solve where possible.- Became SMEs for a number of database related technologies so we could act as first responders. This included MySQL, Kubernetes, Docker and internal proprietary software- Created onboarding docs for potential new hires.- took on ownership of established tooling which involved creating reports and filing bug reports and working with SMEs to resolve issues. Show less I remotely led a team of 8 technical specialists who dealt with external facing technical issues on the Shopify platform. Daily responsibilities include mentoring, coaching, data analysis and personal support, project management. All members of the team moved to a senior position during my time as a lead.As an additional part of my position I was responsible for a number of cross platform projects including - Return to Support Advisor. A project where we worked to reduce time to first of resolving issues where possible and then coaching support advisors to improve their escalations to the team. This reduced TTS for what were considered poor escalations from > 72 hours to < 24 and created a more inclusive environment in support.- Facebook support - Using a consolidated support system for facebook tickets where we "loaned out" our Facebook expert to the forum team so they could create a `one to many` communication strategy rather than having the SME answer the same question repeatedly. I am also a strong proponent of KCS and community based Knowledge Management which leads to a better experience for the merchant and the technical specialist. Show less As part of a company wide initiative to explore employee engagement I was tasked with remotely managing a team to understand and ultimately improve company communication to support. The team was from several departments, timezones and cultures which added to the complexity. The project was part time and was in addition to my regular responsibilities however we had several major successes in advocating for a "Just Enough Just in Time, Just for Me " model of communication which ultimately has improved employee engagement. The project has since finished however I am still involved in other projects relating to change management which have grown from this project Show less

  • Product Manager/ Technical lead

    Mar 2022 - Aug 2023

  • Product manager/ Sr Techncial Support Engineer

    Apr 2021 - Jul 2023

  • Database Support Analyst

    Mar 2021 - Mar 2022

  • Technical Support Team Lead

    Nov 2019 - Feb 2021

  • Project Champion/ Change Manager (Secondment)

    Feb 2019 - Dec 2019

  • Technology Specialist

    Sept 2017 - Feb 2019

  • Technical Support Specialist

    Dec 2016 - Sept 2017

  • Customer Support Specialist

    Feb 2016 - Dec 2016
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  Global Payments Inc.

  Nov 2023 - now

  Digital Product Manager

  Digital Product Manager with responsibility for Network Tokenisation, Account Updater and Digital Wallets.