Hipolito Luis

Non-commercial account manager responsible for bringing HEAT Cloud IT Service Management best ideas, innovations, and capabilities to a portfolio of customers, providing technical leadership coupled with a deep understanding of each customer’s implementation, thus ensuring overall adoption and driving greater business value and satisfaction.

Lead and manage the SaaS (Cloud) and Foundations Premise Global Support Team consisting of seventeen application support professionals spread across multiple international offices providing support to our Americas, APAC and EMEA customers on a 24 x 7 basis.

Resolve and manage 2nd-tier technical escalations as well as ensure Global Support team follows the vision of providing consistent, accurate, and outstanding support to our customers.

Senior technician part of the GoldMine technical support team. Technical resource for technicians and 2nd and 3rd level technical escalations. Assisted directly in the managing and supervising of three support members.

Team lead of the Customer Support Services group. Primary point of contact for customer escalations and training of Customer Care Specialists.