Celebrating Leonardo Inacio’s Journey to Technical Support Manager

When it comes to dedication, technical expertise and a genuine passion for empowering both customers and colleagues, Leonardo Inacio stands as an inspiring example. Recently promoted to Technical Support Manager at AVTECH Software, Leo embodies our company’s core values while fostering customer satisfaction, product excellence and team growth. His journey with us, marked by hard work, cross-cultural experiences and a commitment to excellence, offers a glimpse into one of the individuals powering the success of Room Alert’s renowned technical support team.

A Day in the Life of a Leader

For Leo, each day is an opportunity to ensure Room Alert customers receive unparalleled technical support. He begins with stand-up meetings where he and his team review critical updates, prioritize tasks and align efforts to deliver world-class service to Room Alert users worldwide.

A key part of his role is tracking ongoing and past support cases across various systems. By identifying recurring issues, he collaborates with our Engineering and QA teams to address root causes and prevent future problems. He also handles escalated technical issues, providing guidance to his team and directly assisting customers during the troubleshooting process.

Leo’s hands-on approach ensures the team feels supported while also maintaining a sharp focus on customer needs. Whether solving complex challenges or helping customers optimize their Room Alert ecosystem, Leo exemplifies leadership in action.

Building Trust While Driving Innovation

Leo’s leadership philosophy is simple yet powerful: every interaction is an opportunity to build trust and create solutions. As Technical Support Manager, he sees his team as more than problem solvers, they are key players in helping customers maximize their investment in Room Alert.

To achieve this, Leo actively trains his staff on advanced diagnostics and repairs while fostering a proactive approach to resolving and preventing issues. He believes: “The measure of great technical support isn’t just solving problems—it’s anticipating them.”

Beyond daily operations, Leo spearheads strategic initiatives to improve efficiency and elevate customer experience. From refining product return workflows to driving quality assurance improvements, his contributions ensure that AVTECH remains an industry leader.

An Inspiring Journey of Growth

Leo’s path to becoming Technical Support Manager is a testament to his resilience, adaptability and dedication. Growing up in the Cape Verde Islands, he attended a vocational school for electricity and electronics, where he graduated with honors. His academic excellence earned him a scholarship to Hainan Tropical Ocean University in China, where he completed a Bachelor of Engineering in Communication Engineering.

After moving to the United States, Leo began his career as a Distribution Center Lead and Technical Consultant for a nonprofit organization. He joined AVTECH as a Technical Support Specialist, where his strong communication skills, passion for learning and growth mindset quickly made him stand out. His journey reflects the values of perseverance and continuous improvement that define AVTECH’s culture.

A Vision for the Future

As Leo steps into his new role as Technical Support Manager, his focus remains on blending leadership, technical expertise and strategic insight to elevate the support team. His goal is to foster a culture aligned with AVTECH’s core values, ensuring both team members and customers continue to thrive.

Under Leo’s guidance, the technical support team is poised to achieve new heights, reinforcing AVTECH’s reputation for excellence in environmental monitoring solutions. With his leadership, Room Alert customers can count on an experience that goes beyond troubleshooting, one that builds trust and empowers success.

Join Us in Celebrating Leo’s Success!

Leonardo Inacio’s journey from Technical Support Specialist to Manager is a story of hard work, growth and dedication. As we celebrate his well-deserved promotion, we look forward to seeing his continued contributions to AVTECH’s success. Please join us in congratulating Leonardo on this milestone, here’s to an exciting new chapter!