Luis is an adjunct associate professor at Duke University’s Pratt School of Engineering. He designed and teaches a software quality management class at Duke’s Master of Engineering department. The ...view moreLuis is an adjunct associate professor at Duke University’s Pratt School of Engineering. He designed and teaches a software quality management class at Duke’s Master of Engineering department. The class is designed to prepare students for a role in the software industry by providing techniques and experience in making the necessary tradeoffs to build software that meets customer expectations of quality. The class introduces students to five different business personas: customer, software engineer, software release/quality manager, customer support engineer, and general manager. The students can then appreciate the perspectives that each of these personas brings to its role and how that affects the “delivered” quality that customers actually experience.
Prior to teaching, Luis had a successful 28-year career as an engineering leader in the technology industry, including 13 years at Cisco and 15 years at AT&T. In his latest role at Cisco, Luis led a team responsible for quality insights. The team delivered quality insights as a service based on capabilities that included data and visualization, metrics and telemetry, descriptive and predictive analytics, and orchestration. The mission of the team was to create customer experience insights that compelled the business to act. The critical stakeholders included engineering, sales, and services leaders. He pioneered the adoption of a services-based architecture model for quality insights at Cisco.
In 2011, Luis and a few members of his team won Cisco’s highest engineering innovation recognition, Cisco Pioneer Award, for work on the “Interactive Service Request Analyzer.” This effort enabled the engineering organization to access service request data in order to drive continuous quality improvement for products.
Luis is coauthor of the book Achieving Customer Experience Excellence through a Quality Management System, published by ASQ Quality Press in 2016. He is an inventor with six U.S. patents in the areas of time and frequency, IP networking, and network security, and is a graduate of the University of California Berkeley in nuclear engineering.
When not teaching, Luis stays active learning or applying handyman skills, including landscaping, masonry, tiling, plumbing, electrical wiring, and welding. He loves sailing at nearby lakes in his little Puffer sailboat. He enjoys cooking his specialty for friends and family, Paella Valenciana, based on a family recipe.view less