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Rodrigo Martins Mansueli, M.Sc.

Rodrigo Martins Mansueli, M.Sc.

Support Engineer at Supabase

BR
+55 44991347731
Danish, English, German, Portuguese, Spanish

Background


About

About

I am a Support Engineer with experience in the tech industry. With a Master's Degree in Computer Science and a Bachelor's Degree in Computer Engineering, I have developed a strong technical background and knowledge of programming languages such as Java, Python, and SQL.

In my current role, I work closely with customers to provide exceptional technical support and help them troubleshoot issues with software and hardware systems. I am passionate about customer service and always strive to go above and beyond to exceed their expectations.

I am excited to connect with other professionals in the industry and look forward to learning from and collaborating with others. Please feel free to reach out and connect with me to discuss any opportunities or projects.

StackOverflow: https://stackexchange.com/users/2516977/mansueli?tab=reputation
GitHub: https://github.com/mansueli/

Work Experience

Work Experience

  • Support Engineer, Supabase

    May, 2022 - Present

  • Customer Success Manager, John Snow Labs

    Dec, 2021 - Mar, 20223 months

  • Technical Support Analyst, Vretta Inc.

    Jul, 2020 - Dec, 20211 year 5 months

    Created reports to clients using the database.
    Made miscellaneous Python scripts to improve support.
    Interacted with professors and students in response to inquiries, concerns, and requests.

  • Training Liaison, Outlook Mobile Support

    Jul, 2017 - Apr, 20213 years 9 months

    Verified FAQs and updated them as needed.
    Organized and kept the information about the product for support agents updated.
    Defined and maintained procedures for agents.
    Trained new support agents to work on tickets.
    Trained agents for the advanced support team (Tier 2).
    Collected information sent Support Overview and beta feedback to the development team.
    Developed the onboarding process for Tier 1 and Tier 2 agents.

  • Tier 2 Team Lead for iOS & Android, Outlook Mobile Support

    Apr, 2017 - Jun, 20172 months

    Managed the Tier 2 Team of an email app with over 30 million active
    users per month.
    Created documents to train Tier 1 teams with regards to escalation
    and troubleshooting steps.
    Investigated and escalated issues with the development team.
    Maintained queues and response times within SLA and a high NSAT
    score.
    Defined procedures for the Tier 2 team with other headquarter
    members.

  • Tier 2 Tech Support Team Leader for iOS & Android, H-Media

    Jul, 2016 - Apr, 20179 months

    Managed the Tier 2 Team of an email app with over 30 million active
    users per month.
    Created documents to train Tier 1 teams with regards to escalation
    and troubleshooting steps.
    Investigated and escalated issues with the development team.
    Maintained queues and response times within SLA and a high NSAT
    score.
    Defined procedures for the Tier 2 team with other headquarter
    members.

  • Tier 2 Level Tech Support for iOS and Android Devices, H-Media

    Apr, 2016 - Jul, 20163 months

    Identified trends and bugs from escalated tickets.
    Analyzed root cause and replication steps.
    Documented bugs found in JIRA cards for the project.
    Responded to Microsoft employees and premium users.

  • Tier 1 Technical Support for Mobile Email Client, H-Media

    Sep, 2015 - Mar, 20166 months

    Interacted with customers to provide information in
    response to inquiries, concerns, and requests.
    Gathered customer information to determine the issue by analyzing the symptoms.
    Researched required information using available resources.
    Identified and escalated priority issues per client specifications.

  • Brain Tumour Analysis Project Intern, Alberta Innovates Centre for Machine Learning

    May, 2014 - Aug, 20143 months

    Extended BTAP’s Flipbook tool to display advanced imaging modalities and highlight tumour location as it changes over multiple visits by a patient
    Adapted Flipbook’s interface in response to user feedback and participated in design decisions.
    Integrated the Flipbook with the pre-processor modules to extend its usability.

  • Bioinformatics Intern, Universidade Tecnológica Federal do Paraná

    Aug, 2012 - Aug, 20131 year

    Analyzed next generation RNA secondary structure predicting tools regarding time used to calculate and review the underlying aspects of the process.

Skills

Skills

  • Customer Experience
  • Management
  • Machine Learning
  • Software Engineering
  • Strategic Planning
  • Software Testing
  • Research
  • Software Development
  • Testing
  • Agile Methodologies
  • Project Management
  • Software Design
  • Data Science
  • Data Mining
  • Java
  • Python
  • C#
  • JavaFX
  • C
  • SQL
  • Microsoft Excel
  • Microsoft Office
  • Android
  • SharePoint
  • Brazilian Portuguese
  • HTML
  • Embedded Systems
  • Danish
  • Customer Service
  • PHP
  • Customer Experience Management
  • Arduino
  • MySQL
  • Team Leadership
  • People Management
  • German
  • Online Support
  • Microchip PIC
  • Matlab
  • Interpersonal Skills
  • English
  • Leadership
  • Teamwork
  • Internet Savvy
  • Teaching
  • Training
  • Problem Solving
  • PowerPoint
  • Linux
  • Microsoft Word
Education

Education

  • Computer Science, Master of Science - MS, Universidade Estadual de Maringá

    Mar, 2018 - May, 2021

  • Computer Engineering, Engineer’s Degree, Universidade Tecnológica Federal do Paraná

    Dec, 2010 - Dec, 2016

  • Computer Engineering, VIsiting Student in Computer Engineering, University of Alberta

    Dec, 2014 - Dec, 2015

    ECE322 - Software Testing and Maintenance Engineering

    ECE421 - Exploring Software Development Domain

    ECE315 - Computer Interfacing

    ECE422 - Reliable and Secure Systems Design

  • , High School, Sønderborg Statskolen

    Dec, 2007 - Dec, 2008

Certificates

Certificates

Awards

Awards

  • Associate Member of the Year , Lambda Chi Alpha - Epsilon Rho Chapter

    Awarded on: Mar 31, 2015

    I was honoured as the 2015 Associate Member of the Year. The AM of the Year award goes to the new member that takes on leadership positions early on and displays the most future potential in the organization.

  • Highest Associate Member Grade Point Average , Lambda Chi Alpha - Epislon Rho Chapter

    Awarded on: Mar 31, 2015

    This prize is given to the Associate Member of the Chapter with the highest Grade Point Average (GPA) during the school year (2014-2015).

  • First Prize - Best Project "Fair of Idea" , Universidade Tecnológica Federal do Paraná

    Awarded on: May 31, 2010

Volunteer Work

Volunteer Work

  • Member, Rotaract Club Cornélio Procopio

    Mar, 2010 - Dec, 2013

    I was a member of the Rotaract Club of Cornélio Procópio and had several roles there including expanding the number of members and even mentoring people because of my previous experience in Rotary Programs.

  • President, Rotaract Clube de Jales

    Dec, 2009 - Apr, 2010

    I was the president of the Rotaract Club of Jales for a limited amout of time due to the previous president having to move to a different location.

  • President, Rotaract Club de Cornélio Procópio

    Jul, 2011 - Jun, 2012

    I was the president elected for the Rotaract Club of Cornélio Procópio for the year of 2011/2012.

  • Exchange Student in Denmark, Rotary International

    Jan, 2008 - Jan, 2009

    I was an exchange student in Denmark for a year, where I learned about the Danish language and culture. During this period, I did two internships one in Servordan (Industry of Electronics Devices) and in the Sønderborg's Airport where I had minor roles in the Control Tower and in the Firefighter Department for one week each.

  • Member, Interact Club de Jales

    Sep, 2004 - Dec, 2007

    The interact is a Youth Group Program from Rotary international which is meant to teens from 14 to 18 years old. During this time I had opportunities to make a difference in the live of several people with food drives, clothing drives, blood donation campaigns.

  • Social Chair (High Epsilon), Lambda Chi Alpha Fraternity, Inc.

    Jul, 2014 - Dec, 2014

    I organized events, wrote letters to support and created materials for marketing our events such as flyers, create social media events with details and description.

    Delegated tasks to other members to split the work regarding such events and made them accountable for those.

Publications

Publications

  • Exploring Multi-label Stacking in Natural Language Processing , Springer International Publishing

    Published on: Aug 30, 2019

    The task of classification with multi-label data is an important research field in Natural Language Processing (NLP). While there have been studies using one-stage multi-label approaches for automatic text classification, there are not many that use two-stages stacking models. In this paper we explored Binary Relevance (BR) classifiers, with J48 and probabilistic Support Vector Machine (SVM), in a two-stage stacking model. We have evaluated our proposal in three textual data sets: The Movie Database (TMDB), Enron email, and EURLEX European legal text. The results showed that by using a two-stage stacking model, we can obtain better results than by using one-stage classifiers.

  • Nordic Music Genre Classification Using Song Lyrics , Nordic Music Genre Classification Using Song Lyrics

    Published on: Jun 18, 2014

    Lyrics-based music genre classification is still understudied
    within the music information retrieval community. The existing approaches,
    reported in the literature, only deals with lyrics in the English
    language. Thus, it is necessary to evaluate if the standard text classification
    techniques are suitable for lyrics in languages other than English.
    More precisely, in this work we are interested in analyzing which approach
    gives better results: a language-dependent approach using stemming
    and stopwords removal or a language-independent approach using
    n-grams. To perform the experiments we have created the Nordic music
    genre lyrics database. The analysis of the experimental results shows
    that using a language-independent approach with the n-gram representation
    is better than using a language-dependent approach with stemming.
    Additional experiments using stylistic features were also performed. The
    analysis of these additional experiments has shown that using stylistic
    features combined with the other approaches improve the classification
    results.

References

References

  • Shoeb Mozammel

    Rodrigo is an immaculate individual, who takes his craft very seriously and his work ethic is unparalleled. He always goes above and beyond for everyone - clients and colleagues - and consistently would receive rave reviews from clients regarding his care and attention to detail when rectifying an issue.

    He was an absolute joy to work with and made my life easier with how quick he would come through for me whenever I needed assistance. I definitely took that for granted, as there aren't a lot of people like him. If I were to draft my own team, he would be my #1 pick.

  • Ian McCallum

    Rodrigo is not only a great person, but he is also a great team member.
    Capable, hard-working, intelligent, creative, compassionate are just a few of his attributes.

    Rodrigo is fantastic with clients because of his devotion, extreme knowledge base, and troubleshooting capabilities.

    I would highly recommend Rodrigo for any tasks related to SQL, database administration, communications, or data analysis. However, Rodrigo can handle anything put in his path.

  • Douglas Uggioni

    Rodrigo is an amazing person to work with. He is devoted, kind, open to help, and willing to learn more. A skillful worker which gives his best to see everyone succeed well in the organization he is working. Rodrigo can work as an agent, leader, training liaison, and manager. Even though we worked on different departments, I had the opportunity to talk with him constantly to share insights and improve overall the final product.

  • Gemma Naturkach, ACC, CPC, ELI-MP 🇺🇦

    Rodrigo is a person who has great skills. He understands complex issues even when outside of his direct area of expertise. For Rodrigo, the job is obviously the most important thing to do. He is always available when needed and helpful with his teammates. Loyal, insightful and independent. Whenever there was a problem, there has never been a time he has left me without a solution. He began working on a technical support contract in September 2015 and I was impressed by his manner of doing a great job. I certainly would recommend him as a technical support agent.

  • Armanda S.

    Rodrigo is not only an excellent technical support agent, but also a great trainer and leader. Besides of being punctual, serious, and having huge leadership skills, Rodrigo was able to manage everyday conflicts within his team and other teams.
    Rodrigo is more than a great contractor, he is understanding and a friend.

  • Isley Skye MacKendrick

    Rodrigo and I were hired at the same time, and advanced through different positions as time went on. With amazing customer service and technical skills, Rodrigo started out as one of our group's top support agents before quickly moving up to becoming a team leader. As a team leader, Rodrigo showed exemplary management skills and became the person that everyone could go to for advice of any kind. With excellent teaching skills and incredible attention to detail, Rodrigo was then picked up by our training team where he began working on a complex platform with a steep learning curve. Not intimidated by the software, he built up our group's first training platform and onboarded new support agents with great care. Rodrigo has amazing customer service skills; and technical skills. His knowledge of how servers communicate and function, ability to manipulate and understand HTML and various errors on our back-end system, and ability to beta-test complex mobile applications in addition to his incredible interpersonal and management skills have made him an ideal training specialist, manager, and coworker.