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Gustavo Refosco

Gustavo Refosco

Certified

Solutions Engineer

Govalo | Boston, MA

Technologies

My Certifications

These are the industry credentials that I’ve earned.

Data Analyst Associate

Data Analyst Associate

Other Certificates

Datacamp Associate Data Analyst

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

My Work Experience

Where I've interned and worked during my career.

venntov | Aug 2022 - Present

Solutions Engineer

- Maintain the layout and content of the support documentation, also keeping it up to date with changes and new features to provide a reliable self-service support site. - Report issues found through exploratory testing to the Engineering team. - Make improvement suggestions based on critical analysis.
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Govalo | Jan 2022 - Present

Solutions Engineer

- Engage on sales and demo calls with prospective clients. - Build the layout and content for the support documentation, including demo videos with voice-overs, also keeping it up to date with changes and new features to provide a reliable self-service support site. - Support new and existing clients, via email and video calls. - Report bugs and feature requests originated from exploratory testing or interactions with clients to the Engineering team. - Build WoW and MoM reports for the Executive team, with clientele revenue and growth. - Build internal dashboards for the Executive team using SQL and aggregation techniques, providing insights about our clientele's revenue, averages, 3rd party integrations and ROI.

Recharge Payments | May 2020 - Nov 2021

Sr. Support Engineer 2 - Tier 2

- Provided technical support to Recharge's Managed Accounts (top 300) and Partners via Zendesk. - Investigated data-related issues through analysis using Looker/SQL. - Joined calls with Managed Accounts to assist with features usage and the scoping for custom builds. - Collaborated with the Product and Engineering teams through the detailed report of bugs and feature requests, via reporting in Slack and Jira. - Led internal projects for knowledge building and sharing, helping support teams grow and specialize. - Improved processes and tools through strategic projects. - Onboarded new and promoted employees in the Senior Support Team (Tier 2).

Recharge Payments | Nov 2017 - May 2020

Tier 2 Customer Success Analyst

- Provided technical support to escalations done by the Tier 1 Customer Success, Account Managers, Partners and Growth teams. - Monitored and responded to critical issues. - Reported bugs and improvement requests to the Engineering team via Targetprocess and Jira. - Contributed with knowledge organization and documentation, using Confluence as a knowledge repository. - Provided advanced training to different teams (Tier 1, Tier 2, Account Managers, Growth), improving their knowledge over features offered by Recharge. - Contributed with the definition and improvements of processes adopted by the Customer Success team. - Joined meetings for alignment between the Account Managers and Growth teams and the Product Management team, following up on new features and improvements getting prioritized by the Engineering team. - Contributed with team leads to continuously evaluate the interaction between Tier 2 and other teams to find opportunities for the improvement of communications.

Recharge Payments | Jan 2016 - Nov 2017

Customer Success Analyst

- Provided technical support to Recharge's merchants, assisting with the app's setup and configuration, mainly via email, Help Scout and Zendesk. - Performed the integration of Recharge's front end code, based on Shopify Liquid, into the merchants' Shopify themes. - Performed HTML and CSS adjustments on Shopify themes to ensure a proper integration with the Recharge app, as needed.

e-Core | Jan 2013 - Jan 2016

Support Engineer

Provided technical support for Atlassian's DevTools suite comprehending the softwares FishEye/Crucible and Stash (later Bitbucket Server). My tasks included: - Troubleshooting and offering resolutions for issues with Atlassian's DevTools and their components (VCS in general), derived from bugs or misuse; usability; and performance. - Usage and configuration of Atlassian tools, including the integration among them. - Improvement of documentation and generation of knowledge. - Identification of improvements in the tools, following the customer needs. Internally I also collaborated with improvements, by: - Suggesting and applying changes to internal processes. - Identifying opportunities to develop the integration of the team as a whole. - Ramping up the team (via training, mentoring and answering to general questions on a daily basis).

HP | Aug 2012 - Jul 2013

Software Developer/Tester Intern

- Collaborated with an Agile team, making use of Scrum principles. - Developed test scenarios, cases and performed test execution for the HP ePrint Unified (mobile app for printing from an Android device). - Joined meetings for requirements definition. - Acquired basic knowledge about Android development. - Developed automated tests for Android using Calabash, followed by the development of scripts in Ruby. - Created reports pulling data from HP ALM (Application Lifecycle Management) using VB and Python.

RS Concursos | Apr 2012 - Jul 2012

Teacher

- IT teacher (high school level), teaching civil service jobs' contestants (Windows, Office, basic computer architecture, networks).

Dell | Jan 2011 - May 2012

Software Developer/Tester Intern

- Performed .Net applications tests. - Provided analysis and support to internal requests.

Mynarski International Valuation | Apr 2011 - Nov 2011

Software Developer

- Developed applications in C# (.NET). - Performed integrated software testing and software analysis.

My Education

Take a look at my formal education

Bachelor's degree, Computer ScienceUnilasalle | 2014

About Me

Gustavo Refosco

Senior Support Engineer with 11 years of experience in the software industry. I've provided technical support for DevOps and e-commerce software, and most recently I've been focusing on improving my data analysis skills through courses and practice.

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