Technical Support Solution Architect
Resume:
Gabriel Jose Hatewa
Cloud Solution Architect
Walnut Creek, CA 94597 • +1-415-***-****
Summary
Technically-minded professional with diverse experience in delivering expert-level technical support; passionate about designing and implementing robust cloud-based solutions. Proficient in assessing client requirements, developing strategic architecture plans, and overseeing successful implementation processes. Capable of optimizing cloud infrastructure for scalability, reliability, and cost-efficiency. Adept at collaborating with engineering teams and clients to refine cloud strategies and ensure alignment with organizational goals. Demonstrated ability to stay abreast of emerging cloud technologies and industry best practices to drive continuous improvement and innovation. Thrives in dynamic environments, particularly within Fintech startups, showcasing a strong passion for cloud technology.
Technical Proficiencies
Microsoft Suite AWS Cloud services AWS dashboards Azure Cloud Services Google Apps Splunk Tableau Pazien Salesforce SAP Concur HTML Jira Confluence Kibana Looker Intercom Crunchbase Expensify DocuSign Postman Zendesk Asana ZOOM WebEx Slack Career Experience
Step Palo Alto, CA 2021 – 2023
Sr. Dispute Analyst
Managed daily client complaints and escalations, dealing with an average of 30 dispute cases per day. Collaborated closely with risk and product teams to identify root issues, provide feedback, and determine corrective actions. Served as an internal customer advocate, identifying and reporting bugs, issues, or potential friction points to mitigate fraud, compliance, and regulatory risks.
● Achieved 100% compliance with regulation E and Z in all decision-making and customer interactions.
● Implemented streamlined processes and systems to promptly address complex financial inquiries. Rapyd Mountain View, CA 2021
Technical Support Engineer
Collaborated with clients and internal stakeholders to maintain daily system stability. Liaised with R&D, DevOps, and PS teams to troubleshoot, escalate issues, and enhance internal processes. Guided clients via implementation stages to align their business model with Rapyd’s features, processes, and services. Scheduled weekend on-call shifts to address technical escalations.
● Enhanced Rapyd's system stability through collaboration with clients and internal stakeholders. Implemented proactive measures, reducing downtime and optimizing system performance.
● Led clients through seamless integration of business models with Rapyd's features, processes, and services. Provided hands-on support, fostering client success and building lasting relationships.
● Key contributor in resolving technical escalations during weekend on-call shifts, showcasing commitment to Rapyd's system reliability. Promptly addressed issues and minimized disruptions for clients. Synapse San Francisco, CA, 2020
Page 1 2
Support Engineer
Conducted remote software training for banks like Dave and Empower to facilitate seamless launch and scaling of financial products. Facilitated training sessions and guided new team members in using Synapse platform to fulfill customer requirements.
● Provided timely consultation to resolve customer issues, resulting in increased client satisfaction and retention.
● Highlighted areas for product enhancement, offering insightful feedback and suggestions to Synapse's internal product teams, resulting in product enhancements. Synapse San Francisco, CA 2019 – 2021
Customer Success Manager
Acted as part of the CS team to develop, implement, and uphold high-quality customer support and company culture. Assessed root causes, generated change requests, processed review and enhancement, and submitted user experience improvement feedback to the product team. Oversaw the entire pay cycle process, including evaluation, verification, and processing credit/debit memos.
● Delivered technical assistance to customers via inbound telephone tech support, handling an average of 40+ tickets daily.
● Identified customer issue root causes, initiating change requests for product enhancements. Collaborated with cross-functional teams to implement improvements, improving user experience and boosting customer satisfaction.
WorldPay San Francisco, CA 2018 - 2019
Corporate Manager Global eCom
Worked as SME with the development team of WorldPay’s new acquiring platform, NAP, which replaced the streamline platform and met new customer demands. Responsible for some of the largest US Merchants with Global eCom presence, understanding payment pain points in complex regions and markets: including in Spanish and Portuguese-speaking countries. Delivered successful banking payments engagements addressing clients’ business challenges, delivering high customer service and value around core payments, cards, fraud, cancellations, and digital and emerging payments.
Education
Master of Science in International Business
Hult International Business School, Shanghai, China, 2015 Industrial Electronic & Control Computing Engineering Liverpool John Moore University, Shanghai, China, 2014 Licenses & Certifications
Cloud Computing Bootcamp — California Institute of Technology Caltech CTME California, USA December 2023 AWS Certified Solutions Architect — AWS Issued Oct 2023, Expires Oct 2026 Product Management Certificate — General Assembly San Francisco, CA 2018 Chinese Language Course — Donghua University Shanghai, China 2016 Languages
Portuguese (native) English (native) Spanish (fluent) Afrikaans (fluent) Mandarin (Intermediate) Page 2 2
Contact this candidate