Luis Morales

Morales

Executive Director, Master of Engineering Management

Luis Morales has 28 years of professional experience in various engineering leadership roles at Cisco Systems and AT&T Labs.  In his most recent assignment, he led a Cisco team responsible for analyzing customer sentiment and experience, create insights and compel the business to drive improvement actions.

Specialties

• Building high-performing and engaged teams and leaders
• Passionate about quality, customer success and continuous process/product improvements
• HW & SW quality data analytics
• Thought leader in Quality Management System and customer experience
• Customer advocacy and customer quality engagements


Inventor

Six patents (one for Lucent, and five for AT&T) in the area of IP networking and security—
US Patents: 5761203, 5987526, 6044092, 7444417, 792576 and 7953855.

Winner of Cisco’s highest technical recognition, Cisco Pioneer Award 2011, “Interactive Service Request Analyzer.”

Appointments and Affiliations

  • Executive in Residence with the Engineering Masters Program in the Pratt School of Engineering

Contact Information

  • Email Address: luis.morales@duke.edu

Education

  • M.E. Cornell University, 1992
  • B.S.E.E. University of Puerto Rico, 1989

Awards, Honors, and Distinctions

  • Cisco Pioneer Award 2011 - “Interactive Service Request Analyzer” . Cisco Systems, Inc. 2011

Courses Taught

  • AIPI 503: Python Bootcamp
  • EGRMGMT 575: Software Quality Management
  • EGRMGMT 579: Using Real-Time Data to Improve Customer Quality Experience
  • EGRMGMT 590: Advanced Topics in Engineering Management
  • K_STATS 102: Introduction to Data Science

Representative Publications

  • Jarvis, A, Quality Experience Telemetry How to Effectively Use Telemetry for Improved Customer Success (2018) [abs].
  • Jarvis, A; Morales, L; Ranadive, U, Achieving Customer Experience Excellence through a Quality Management System (2016) [abs].