Luis Garcia

As Senior Customer Technical Services Analyst my role is to drive our customer
experience strategy forward by being consistently innovative and problem-solving. Help manage support tickets, escalations and mentor those who are growing their careers in software support. Be an expert in Mastercard's data services platform, be proactive in understanding the technologies and the solutions.

Provide Pre-Sale, Post Sale and After Sale support to client accounts
Liaise with 3rd party providers for integration projects with PMS and other solutions
Assist clients and re sellers with app builds, content entry and assistance to app roll out.Liaise with development team to fine tune solutions to end clients requirements
Manage app deployment on a large scale at hotels and resorts...

Application support to 2 services: SiteMinder a cloud based channel management
solution for hotel room distribution and Booking Button, a booking engine for small to
enterprise level hotel chains. Provide 2nd level application support to partners and to 1st level support. Client tickets managed via Zendesk. Software
updates and bugs tracked via JIRA. Command line log trawling...

Managed Bulk/Interactive SMS solution, sold 3 products for cloud based call center
application provider. Customer liaison for call centers using our Saas for
marketing and collection campaigns, as well as SMS (SS7 etc) route administration.
Linux /MySQL based applications on cloud / SasS products that were also deployed
bespoke on site at clients' request.

On board IT Engineer. Provided 1st and 2nd level
services to shipboard systems including Marine and Hotel department systems. Help-
desk duties were performed on-call 24 hrs a day, as well as IT help desk services for on board guests. Telecommunication administration to shipboard systems which included satellite and microwave links. Windows 2003 server, Active Directory, DNS, MySQL...

Manager of Flextronics Americas Region IT Call Center which provides 1st level & 2 nd
level tech support for Flex sites in the United States, Europe and South America.
Duties performed: Team Leader, assistance in 1st level cases to help desk agents and case follow-ups, user account administration (Create, Delete, Modify) on Windows & Unix Platforms. Deskside IT Support to on-site users

Telecommunications, server and IP network administration. RF
quality assurance & CMTS Administration (Cisco 7000 series UBR routers), PIX
Firewall, Switches as well as Email (Q-mail) and DNS Administration (BIND). This
along with Supervising the Help Desk & Field engineers and liaising with
clients on a daily basis.

Managed several servers and services located in Data centers abroad. servers included
E-mail, SQL Database, Web and DNS servers hosting over 450 domains for clients
and sister companies. Managed Unix user and email users as well as Web servers
running IIS/Windows server 2000 / 2003 with various FTP, SQL and vPOS
Services for credit/debit debit validation/purchase. Also managed a12 agent Help Desk