Joao Goncalves
Technical Advocate
Greater Ottawa Metropolitan Area Canada
Summary
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Senior🎓
Top SchoolJoao Goncalves is a Technical Advocate with 13 years of experience blending customer-facing support and technical troubleshooting across banking, government, supply chain and SaaS environments. He specializes in Tier 2 support for enterprise SaaS, API integrations, IIS/MS SQL configuration, and incident analysis while consistently meeting SLAs and driving high CSAT (96% in 2022). Joao has a proven track record of translating customer feedback into product improvements—halving recurrence of incidents through documented playbooks and knowledge-base content that achieved a 22% ticket deflection. Comfortable working with DevOps, QA and product teams, he pairs hands-on bug reproduction and monitoring tools (NewRelic, Kibana, Chrome DevTools) with Agile practices to speed resolution and releases. Uncommonly for a support leader, he has implemented ITIL-based support models and built ticketing workflows that scaled nationwide support for 100,000+ users. Based in the Greater Ottawa area, he combines technical curiosity from formal web development training with a customer-first philosophy that treats stakeholder education as part of service delivery.
13 years of coding experience
5 years of employment as a software developer
Business Management, Business Administration and Management, General, Bachelor´s Degree, Business Management, Business Administration and Management, General, Bachelor´s Degree at Universidade de BrasíliaInformation Technology Project Management, Computer/Information Technology Administration and Management, Graduate Diploma, 390h, Information Technology Project Management, Computer/Information Technology Administration and Management, Graduate Diploma, 390h at Universidade do Sul de Santa CatarinaToronto Metropolitan UniversityWeb Development, Computer Software Engineering, Web Development, Computer Software Engineering at Lighthouse Labs
Portuguese, English, FrenchProgramming languages (1)
Github contributions (5)
joaojunior10/personal-finances-app
Aug 2018 - May 2020
Contributions:32 releases, 56 PRs, 333 pushes in 1 year 9 months
joaojunior10/personal-finances-server
Oct 2018 - May 2020
Contributions:21 releases, 45 PRs, 190 pushes in 1 year 7 months
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