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.
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
|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
Universidade de Cabo Verde
|Technology Event Organizer & Participant
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Summary
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
Awarded By
NOSi
Awarded at the 25th Anniversary of NOSi, recognizing contributions to social innovation.
Languages
Portuguese
Native
Certificates
Problem Solving with App Inventor
Issued By
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.