Curriculum Vitae
Profile
Bryan Goertz is a dynamic and skilled IT professional with extensive experience in customer service, technical support, web development, and project management. Possesses a broad knowledge base in IT support, networking tasks, and troubleshooting. Demonstrates a strong ability to lead teams, manage high-priority cases, and drive continuous improvement initiatives. Knowledgeable in Javascript, MySQL, and various IT protocols and tools. Highly motivated to expand expertise into DevOps and Cloud computing to further enhance technical and operational efficiencies.
Education
Bachelor of Arts - Philosophy, Hons. — University of Winnipeg
August, 2012
- Thesis focused on the intersection of Classical thought as articulated in a proto post-modern lens through the thought of Heidegger and his interpreters
- Area of Interest: Heideggerian interpretation on the classical concept of techne and its influence on modern concepts of technology
Fullstack Developer Path — OpenClassrooms
June, 2021 - Aug, 2022
Technical & Professional Certifications
A+
CompTIA
RN10530TJJFQ1ZCP
Google / CompTIA
Google & CompTIA
No Referrence
It Support Professional
Google via Coursera
No Referrence
AZ-104 Azure Administrator
Microsoft
No Referrence
Experience
Plus Support Specialist — Shopify
June 12, 2023 - Present
- Managed technical support queries including system troubleshooting, error log generation, and interpretation.
- Collaborated with developers and technical teams to enhance incident response protocols and system functionalities.
- Assisted merchants in configuring and maintaining robust Role-Based Access Control (RBAC) systems, ensuring secure user authentication and authorization.
- Troubleshot Merchant SAML connections and implemented OAuth in various web projects.
- Engaged in professional development, consistently exceeding KPIs through strategic improvements in service delivery.
Support Advisor — Shopify
August 2021 - July 2023
- Met and exceeded performance goals, evolving into a highly effective and knowledgeable Support Advisor.
- Assisted colleagues with complex customer inquiries, enhancing the team’s overall problem-solving capabilities.
- Analyzed performance metrics (KPIs) to identify opportunities for personal and process improvements.
- Worked to ensure merchants had required MX records in DNS as well as SPF, DKIM, and DMARC for secure email deliverability.
Web Designer & Developer — Freelance
July 2020 - Present
- Designed and implemented tailored B2B benefits solutions for corporate executives.
- Delivered comprehensive front-end solutions for major client projects, improving user engagement by 40%.
- Worked extensively with various CMS platforms including WordPress and Sanit.io, customizing code and ensuring optimal website performance.
Group Benefits Advisor — Group Strength Benefits Direct
July, 2019 - March, 2020
- LLQP licensed group benefits advisor in a Business to Business (B2B) model
- Developed relationships with top company executives through a rigorous sales process finding optimal solutions for their companies
- Developed new business opportunities through self-generated as well as pre-vetted leads
- Maintained, organized, updated and gave logical structure to client portfolio through efficient use of CRM software
- Presented weekly, and daily updates, progress, challenges and successes to team
Owner / Operator — Grey Owl Coffee & Pub
November, 2017 - February, 2019
- Developed a detailed business plan and project build budget to present to investor
- Project Managed the building of full sized café, organizing schedules for various tradespeople and hired café staff
- Trained new hires in a variety of roles from management to equipment operations and customer service
- Oversaw payroll processing, administrative duties, inventory control, coordinate with vendors and order supplies as needed
- Lead by example spending time in customer facing role & taking on any task that needed to be accomplished to ensure operations ran smoothly
- Modelled the highest quality customer service while coaching staff to achieve the same standards and value
Manager — Parlour Coffee
September, 2014 - September, 2015
- Led team by example in customer care and service quality.
- Managed POS system, updated signage, and conducted sales analysis.
- Maintained inventory and scheduled weekly coffee orders.
- Created and managed educational content (blog, newsletters, cheat sheets) for staff and customers.
- Directed the filter coffee program, optimizing quality and consistency.
- Collaborated with roasters to enhance product quality through shared brewing methods.
Skills
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Communication
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TypeScript
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Technical Support & Troubleshooting
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Customer Service & Communication
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Network Configuration & Security
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Service Management Tools & ITIL Processes
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Server Management & Virtualization
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Project Management & Leadership
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MS Office Suite & Microsoft 365
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Active Directory & System Administration
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Azure Cloud Services and Entra ID (Azure AD)
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TCP/IP
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DNS & DHCP
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CMS Management & Design
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Sanity Studio CMS
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ReactJS
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Javascript
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NextJS
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Python
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Bash
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Windows 10 & 11
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Windows Server
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Linux
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LInux Server
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MacOS
Activities
[Activities and relevant passions]