Leandro Aurélien do R. Santos

Service Desk Professional & Multimedia Technologist

Cidade da Praia, CV.

About

Results-oriented professional with a Bachelor's degree in Multimedia Communication Technologies and 1.5 years of experience in multimedia customer support at Alou/CVTelecom. Possesses strong expertise in Internet, Fixed Telephone, and IPTV services, coupled with practical experience in initial assistance, fault logging, and remote programming via the ACI platform. Certified by MIT in "Problem Solving," demonstrating exceptional communication, complex problem-solving, and adaptability skills. Committed to quality and efficiency, seeking to leverage technical knowledge and support experience as a Service Desk Technician to contribute directly to the Operations and Maintenance Directorate.

Work

Alou / CVTelecom

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Multimedia Customer Support Specialist

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Summary

Provided comprehensive technical support and customer service for multimedia services (Internet, Fixed Telephone, IPTV) at Alou/CVTelecom.

Highlights

Managed initial diagnostics, troubleshooting, and remote assistance for Internet, Fixed Telephone, and IPTV service issues, utilizing the ACI platform to resolve customer concerns efficiently.

Streamlined fault logging and dispatch processes, effectively coordinating with technical teams and the Service Desk to ensure timely resolution of customer issues.

Enhanced customer satisfaction by developing and applying effective communication strategies to de-escalate and resolve issues for dissatisfied clients.

Cultivated in-depth expertise in CVTelecom's diverse product and service portfolio, along with internal operational procedures, to provide accurate and comprehensive support.

Provided critical indirect support to Field Force teams by accurately qualifying and routing technical interventions, improving overall operational efficiency.

Volunteer

Technology Event Organizer & Participant

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Universidade de Cabo Verde

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Actively contributed to fostering technological knowledge exchange and community engagement within the academic sector.

Highlights

Co-organized and executed the University of Cabo Verde's Technology Week in 2024, facilitating knowledge sharing and technical development initiatives.

Participated in the EATIS Conference in 2024, engaging with industry leaders and contributing to discussions on emerging technological advancements.

Education

Universidade de Cabo Verde (Uni-CV)

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Bachelor Multimedia Communication Technologies

Courses

Computer Technology

Introduction to Programming

Web Development Technology

Introduction to Communication Technologies

Human-Computer Interaction

Awards

Social Innovation Award

NOSi

Awarded at the 25th Anniversary of NOSi, recognizing contributions to social innovation.

Languages

Portuguese

Native

Certificates

Problem Solving with App Inventor

Massachusetts Institute of Technology (MIT)

Skills

Teamwork & Collaboration

Cross-functional Collaboration, Interdepartmental Coordination.

Technical Support & Service Desk

Troubleshooting, Remote Support, ACI Platform, Technical Diagnostics, System Configuration, Application Support, Internet Services, IPTV, Fixed Telephone.

Networking & Telecommunications

Communication Technologies, IP Networks, Wireless Networks.

Software & Systems

Microsoft Office (Word, Excel, PowerPoint), Windows OS, Web Development Tools (basic), App Inventor, Mobile Programming.

Computer Hardware

Computer Technology, Hardware Troubleshooting.

Communication

Verbal Communication, Written Communication, Stakeholder Management, Client Relations, Team Collaboration.

Problem Solving

Analytical Thinking, Troubleshooting, Complex Problem Resolution, Critical Thinking.

Results Orientation

Efficiency, Incident Resolution, Customer Satisfaction, Goal Achievement.

Resilience & Adaptability

Pressure Management, Conflict Resolution, Situational Adaptability.

Accountability & Responsibility

Quality Assurance, Objective Achievement, Commitment.

Organization & Prioritization

Task Management, Time Management, Multitasking.

Projects

Technological Solution Development (MIT/Tech Park Program)

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Summary

Led the development of an innovative solution to digitize the process of terminating fraudulent customer data.