Shay Henderson

Software and Infrastructure Engineer

Cloud Systems • QA & Reliability • Full-Stack Development

contact@shayhenderson.dev LinkedIn GitHub

Professional Summary

Versatile Software and Infrastructure Engineer with more than six years of experience across software development, cloud infrastructure, QA, and technical support. Proven record of implementing scalable web and mobile solutions, maintaining near-perfect uptime, and improving customer experience through structured processes and data-driven problem solving. Skilled at bridging technical, operational, and customer-facing domains to deliver reliable, high-quality outcomes across multiple platforms and operating systems.

Technical Skills

Languages & Frameworks

JavaScript / TypeScript
HTML / CSS
React
Next.js
Astro

Cloud & Infrastructure

Google Cloud Platform (GCP)
Cloudflare
Microsoft Azure

Virtualisation & Backup

Hyper-V
Veeam

Systems & Tools

Windows Server / Linux (Ubuntu)
Active Directory
Microsoft 365 / Exchange
PowerShell / Bash
Git / GitHub
Intercom / Linear

Professional Experience

QA and Support Engineer

JPG Store • Sep 2022 – Present | Remote, Scotland, UK

Led the migration from a bespoke ticketing system to a fully integrated Intercom platform with an AI-powered chatbot that achieved a 64.6% deflection rate
Authored and maintained more than 150 technical and support articles, reaching over 60,000 unique readers annually
Implemented company-wide QA standards to enable early detection of technical and user-facing issues
Maintained and developed the Next.js frontend repository for both the web and mobile applications
Improved customer satisfaction to 90.2% with human agents and 74.3% with AI agents on first contact
Oversaw infrastructure reliability on Google Cloud Platform and Cloudflare, maintaining 99% uptime with under two-minute average first-response time
Supported the platform and team through multiple scaling phases while maintaining service quality and operational performance

Technical Writer & QA Contractor

SecurityBot • Apr 2025 – Aug 2025 | Remote

Contracted to lead a full professional rework of the SecurityBot GitBook documentation, transforming it from a hobbyist reference into a structured, production-ready knowledge base for users and administrators
Redesigned content architecture, rewrote all technical documentation, implemented consistent formatting and tone, and ensured complete product coverage
Performed QA and support testing to validate new product features and confirm accuracy of documentation prior to release
Engagement lasted approximately five months and concluded successfully after all deliverables were completed to satisfaction

IT Support Analyst

MacDIT • Jun 2019 - Apr 2024 | Scotland, UK

Provided tier-1 to tier-3 technical support for Windows Server, Active Directory, Microsoft 365, Azure, Exchange, and SharePoint environments
Assisted with server deployments, migrations, and virtualisation projects using Hyper-V
Implemented Veeam backup and disaster recovery solutions to maintain data integrity and business continuity
Used PowerShell for system administration, diagnostics, and maintenance tasks
Collaborated with clients and internal staff to meet SLA targets and maintain high-quality service delivery

Key Projects

JPG Store Help Center

Intercom • Technical Documentation • Nov 2024 – Present

Led the creation and ongoing development of the JPG Store Help Center, authoring and maintaining more than 150 technical and support articles across product documentation, wallet integration, and lending. The Help Center reached over 60,000 unique readers each year. Integrated Intercom for AI-assisted support and automated workflows that improved customer satisfaction and reduced response times.

SecurityBot Knowledge Hub

GitBook • Technical Writing • Apr 2025 – Aug 2025

Professional rework of SecurityBot's documentation, transforming it from a hobbyist reference into a structured, production-ready knowledge base. Redesigned content architecture and rewrote all technical documentation with consistent formatting and comprehensive product coverage.