Gabrial Weion Fancon
Bengaluru
Summary
I am a 24-year-old support engineer with background in computer science and a passion for understanding users' pain points and translating that to prod deployments. I love digging deep into issues and analyzing and working with different teams to improve the product. Working with the tech team and the support team gave me the chance to translate user queries into technical problem-solving features. Love adventures and seeking discomfort.
Overview
2
2
years of professional experience
Work History
Support Engineer
Vidyo.ai
07.2023 - Current
- Increased client retention by conducting 100+ user interviews and product walkthroughs for 500+ users for product knowledge, UI/UX changes, and bug reports
- Maintained high levels of customer satisfaction, even during peak times or high-volume ticket periods.
- Monitored systems in operation and quickly troubleshot errors.
- Implemented automation tools to streamline workflows, reducing manual tasks and increasing productivity within the support team.
Backend Developer Intern
Vidyo.ai
01.2023 - 06.2023
- Developed scalable and maintainable APIs for seamless integration with frontend components.
- Assisted in database design, ensuring optimal performance and reliability throughout the development lifecycle.
- Participated in agile ceremonies such as sprint planning, daily stand-ups, and retrospective meetings to ensure project success.
Student Intern
NIT Meghalaya
06.2022 - 07.2022
- NIT Meghalaya summer internship program 2022, making and training a NIDS using Machine learning, a research style internship under the guidance of a AI/ML PHD professor.
- Strengthened analytical abilities through data analysis and interpretation, providing insights for strategic planning.
- Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement.
Education
Master of Science - Computer Science
NIIT University
Neemrana, India10.2023
High School - 11-12
B K Bajoria School
Shillong, India04.2019
Secondary School - KG-10
St Edmunds School
Shillong, India05.2017
Skills
- Zendesk
- Postman
- API
- Python
- Firebase
- Discord (community building)
- CSAT
- User Support
- Technical Support
- Technical Analysis
- Troubleshooting skills
- Customer Service
Timeline
Support Engineer
Vidyo.ai
07.2023 - Current
Backend Developer Intern
Vidyo.ai
01.2023 - 06.2023
Student Intern
NIT Meghalaya
06.2022 - 07.2022
Master of Science - Computer Science
NIIT University
High School - 11-12
B K Bajoria School
Secondary School - KG-10
St Edmunds School
Similar Profiles
Abhijith Nair HAbhijith Nair H
Frontend Developer - Webflow at Vidyo.aiFrontend Developer - Webflow at Vidyo.ai
Samarth ShenoySamarth Shenoy
Vice President at Standard Chartered BankVice President at Standard Chartered Bank
Netali AgrawalNetali Agrawal
AVP – Data Science Manager at Commonwealth Bank of AustraliaAVP – Data Science Manager at Commonwealth Bank of Australia