WHAT INTERESTS ME?

BUSINESS, TECHNOLOGY, USER EXPERIENCE
ECOMMERCE, PAYMENTS & FITNESS

I am a proactive and result driven Implementation Engineer passionate about the delivery of new technologies. Having worked for multiple industry leading tech companies in the BNPL space, I am excited to apply my knowledge and experience to solve complex problems with innovative solutions.

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About William

SKILLS

Technical Skills HTML5/CSS3 JavaScript Solution Scoping System/UAT Testing Troubleshooting REST API Technical Project Management
Soft Skills Excellent communication skills Attention to detail Exceptional problem solving Critical Thinking Synergises well with teams Technical Project Management
Platforms Magento 1 & 2 Shopify Woocommerce Bigcommerce SFCC Microsoft Dynamics CRM


EXPERIENCE

(2020 - Present) Delivery Manage @ Klarna

Klarna is a leading Buy Now, Pay Later solution globally with over 90,000,000 consumers, 250,000 merchants transacting approximately 2,000,000 orders per day.

Responsibilities
  • Technical SME working with merchants, agencies and channel partners across multiple markets (UK, US, AU, NZ, EU) to successfully deliver quality integration projects on time and within specified solutions scope
  • Supporting our merchants through the end-to-end solutions process by providing technical product knowledge and best practices to ensure a full-fledged integration and an optimal end user experience
  • Providing post go-live support to our merchants through the analysis of API errors and logs with suggestions to optimize their integration and checkout flow
  • Sharing product and integration knowledge to internal teams through brown bag sessions
  • Completing the technical certification for bespoke merchant integrations and localized testing for new plugin endpoints (NZ)
Accomplishments
  • Delivered successful implementation projects for our Priority 0 and 1 merchants globally including Cotton On Group (AU, UK), Retail Prodigy Group (Nike, Samsung), General Pants, Appliances Online, Mysale Group.
  • Delivered successful implementation projects for a number of New Zealand channel partners such as Blackpepper & eStar and completed localized New Zealand testing/certification for partners such as Bigcommerce, Woocommerce and Vend.

(2019 - 2020) 3rd Line Technical Support @ Dotdigital

Dotdigital is a leading digital marketing company which utilizes its omnichannel marketing platform “Engagement Cloud” to provide clients with the tools necessary to automate customer engagement.

Responsibilities
  • Provided 3rd line support for our core platform & Ecommerce integrations including Magento 1/2, Shopify, Woocommerce, Bigcommerce & SFCC
  • Managed and resolved inbound live chats, calls and tickets
  • Worked with the global support team to ensure all support tickets are managed and resolved within SLA timeframes
  • Created and maintained internal and external support documentation
  • Acted as Technical SME for Magento integrations and core platforms
  • Worked with internal developers and 3rd party agencies to facilitate issue resolutions
Accomplishments
  • Exceeded first year KPI’s with 99.75% positive feedback on live chats & 98.9% for SLA’s
  • Completed 25 Magento integration over 11 months including Priority 0 and 1 clients such as New Balance, Cath Kidston, Top Shop, Mitre10, Marcs, David Lawrence, etc.
  • Won the team of the year award (Global Support).

(2016 - 2019) Integration Engineer @ ZIP

Zip is a leading FinTech Company and one of the largest Buy Now, Pay Later solutions in Australia.

Responsibilities
  • As a Technical SME, managed multiple integrations simultaneously throughout the whole sales lifecycle from SME to Enterprise level merchants
  • Worked closely with Product, Development and Sales teams to improve processes, integration features and uplift technical knowledge within the teams
  • Completed integrations for e-commerce platforms i.e. Magento 1-2, Shopify, Neto, Bigcommerce, Prestashop, Woocommerce, Prestashop and OpenCart
  • Provided Tier 2 Support in managing inbound integration tickets through Zendesk including debugging and troubleshooting API issues
  • Created, updated and maintained integration documentation including E-Commerce integration guides, API documentation, FAQs and supporting diagrams (BPMN, swimlane, sequence)
Accomplishments
  • Completed the most integrations (at the time) including Enterprise merchants like Gregory Jewellers, Cadbury, Decathlon, etc. totalling over $300 million annual turnover
  • Created, updated and managed E-Commerce integration guides for the new resources portal and supported/maintained the API documentation.
  • Identified an issue which delayed our new Neto payment module roll out by 2 weeks. Worked with external development team to resolve the issue within 12 hours
  • Instrumental in product and process improvement including adoption of new technologies (Pardot, Zendesk & Salesforce) in addition to championing new plugin features.

(2014 - 2016) Sales Specialist @ BOSE

Bose is an ASX listed Audio Technology Company that offers a wide range of audio solutions for both commercial and domestic use.

Responsibilities
  • Deeply understanding customer needs to identify solutions through a ‘customer first’ approach
  • Involving in product research and analysis of competitors products to identify points of differentiation and innovation
Accomplishments
  • Conducted the largest sale in Bose RDG Australia for FY16 at $23,000. It was the largest sale in Bose Miranda history at the time.
  • Exceeded both team and individual KPIs and multiple time employee of the month.

EDUCATION

(2016) Bachelor of Science in Information Technology @ University of Technology Sydney

Maj. Business Information Systems Management