André Santos

About André Santos

I am a highly skilled and results-driven Support Engineer with over 15 years of experience in networking, technical support, hardware, and software. Throughout my career, I have demonstrated a proven ability to solve complex issues and contribute to the optimization of business operations. I have a strong background in customer support, troubleshooting, and system administration, with a particular focus on WAN optimization, network infrastructure design, and technical team leadership.Currently, I serve as a Technical Support Engineer at XipLink Inc, where I have been instrumental in bridging the gap between customer needs and internal teams. I am known for my strong problem-solving skills, multitasking abilities, and dedication to customer satisfaction, which has consistently contributed to the improvement of service delivery and product efficiency.My career also includes valuable experience in IT consulting, system administration, and technical support roles across diverse industries. I am passionate about leveraging my expertise to deliver innovative IT solutions and ensure the smooth functioning of network operations.

Experience

1. Technical Support Engineer

   Xiplink Inc

   Aug 2021 — Present · Montreal, QC, CA

   Promoted to Technical Support Engineer to enhance customer support and optimize product performance. I bridge the gap between clients and internal teams, ensuring seamless issue resolution. Experienced in WAN optimization, troubleshooting, and infrastructure setup in physical and virtual environments. Skilled in remote and onsite support, testing new features, and maintaining IT networks to improve service reliability.

Education

• Kapi‘olani Community College

  Programming, Information Technology

  2008 — 2009

• Northampton Community College

  English Language, English Language and American Culture

  2008 — 2008

• Montreal College of Information Technology

  AEC, Network and System Administration / Support / Helpdesk

  2017 — 2018

• Honolulu Community College

  Network Administrator, Information Technology

  2008 — 2009

• ESAB

  Graduate Certificate in Computer Science, Computer Network Systems

  2012 — 2013

• Unopar

  Associate of Science - AS, Information Technology

  2010 — 2012

Skills

• Programação De Computadores
• Computer Science
• Computer Systems
• Tcp/Ip
• Databases
• Internet Protocol Suite (Tcp/Ip)
• Ms Project
• Programming
• Web Development
• Network Administration
• Microsoft Word
• IT Management
• Spanish
• Windows Server
• Network
• Servidor Windows
• Routing
• Microsoft Office
• Sistemas Operacionais
• Troubleshooting
• English
• Teaching
• Microsoft Powerpoint
• Microsoft Excel
• Costumer Service
• Powerpoint
• Operating Systems
• Linux
• Cisco Technology