My name is Luis, and I am originally from Lisbon, Portugal, where I worked in IT at Fujitsu Technology Solutions for nearly 5 years.
After moving to Scotland I decided to pursue a career in design and enrolled at the Product Design course at the Glasgow School of Art, and am currently undertaking as Masters in Design Informatics, at the University of Edinburgh. Looking back, I still believe it was most probably one of the best decisions I ever made, as it is something I am truly passionate about.
Perhaps due to my ability to personify objects dear to me ever since I was a child, I have a strong interest in interaction and experience, how the end-user handles and reacts to a product and the type of emotions it generates.
My IT background taught me to be practical, to cope with pressure and to deal with unexpected situations, which is something that proved itself very useful for my creative work so far, allowing me do narrow and focus on a good delivery despite the various challenges that happen throughout the process.
Alongside my studies I work part-time at the Apple Store in Edinburgh, where I am a Genius.
Luis de Sousa
(+44) 07514 238687
MA Design Informatics, University of Edinburgh
BDes Hons Product Design, Glasgow School of Art
Adobe Creative Suite
Final Cut Pro
Arduino, Scratch, Makey Makey
MS Office, Mac OS iLife
Python 3 (Elementary)
Italian (professional level)
Other Professional Experience:
- Design Facilitator at SNOOK x NHS Hackathon (April 2016)
- Refugee Camp volunteer for Belgium's Red-Cross (March 2017)
- Camera-man for a Shiseido Marketing Campaign (Summer 2008)
August 2016 - Present Date
Genius - Apple Retail Store - Edinburgh
Responsible for the diagnosis, troubleshooting, and repair, of all iPhone and Mac devices.
May 2015 - July 2016
Genius Admin - Apple Retail Store - Edinburgh
Responsible for the completion, assignment and delivery of repairs in the agreed time. Maintain contact with customers throughout the whole process. Ensures the Genius team is updated in terms of processes, supplies and stock parts.
June 2014 - May 2015
Specialist - Apple Retail Store - Edinburgh
Sales advisor, ensuring customers get the solution that best meets their needs and in a friendly and welcoming environment.
March 2013 - September 2013
IT Administrator - Rettie & Co. - Edinburgh
Small IT department in real estate company consisting of an IT Manager and IT Support Administrator supporting 100 users spread through 8 offices. All levels support.
February 2012 - March 2013
Service Controller/Major Incident Manager - Fujitsu Technology Solutions - Lisbon
Accomulated the role of Major Incient Manager, ensuring the swift resolution of major incidents, engaging the various parties in the EMEA region, reporting and justifying if there was a failure in the process along with an improvement plan. 24/7 on-call basis.
May 2011 - March 2013
Service Controller - Fujitsu Technology Solutions - Lisbon
Dedicated to a customer account supporting end-users and first line agents in maintaining and improving service level performance through effective management of all service related processes, escalations or training needs. Coordinating new projects, ensuring its successful implementation.
August 2008 - April 2011
Customer Support Technician - Fujitsu Technology Solutions - Lisbon
Single point of contact for the customer, ensuring SLA’s and end-user’s satisfaction. Investigating and managing the case until its closure, resolving it on a First Time Fix basis when possible.
September 2007 - March 2008
Account Manager - Siemens AG - Lisbon
Accounting and management of fixed assets and current accounts for France and Belux.