Luis Casanova

Experience

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  International Bank For Reconstruction & Development

  Mar 2002 - May 2006

  IT Consultant

  First support tier to local and foreigner users of network and communications.Server administration.User administration (via Active Directory).Analyze and prevent potential security threats to the network.

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  Infor

  Jan 2007 - Apr 2021

  • Supervision and coordination of the LN Logistics team in Prague, composed of 9 team members of various nationalities, to ensure attainment of productivity and quality standards.• Supervision and coordination of the Proactive Support team across Europe, composed of 6 team members of various nationalities, to implement and provide proactive support procedures for our Cloud Customer base world wide.• Supervision and coordination of the Global Symptoms team, composed of 13 people of various nationalities, to implement and provide symptom categorization and automation of procedures world wide.• Monitoring of compliance with internal procedures and commitments towards our customers.• Monitoring incident handling and follow up on escalations and incidents that are critical for our customers.• Selection of candidates, creation of training plans and organizing various projects.• Provide input/recommendations on performance reviews.• First level contact for customer escalations.• Act as backup of the Manager when required.• 50% of the time working on incidents. Show less • Third tier support of Baan IV, Baan V and LN, specialized in the Logistics, Manufacturing, Service and Warehousing modules. • Starting on December 2017, provide support on ION, Automotive Exchange and BOD analysis.• Working on the Prague support center with incident handling, providing support to our customers in Europe, Middle East and Africa.• Perform Field Acceptance Tests on LN for versions which are not yet general available.• Connect remotely to the customers’ environments in order to solve their needs.• Reproduce issues locally in order to log defects to our R&D team.• Provide in-depth analysis to reported issues, including debugging and trace reading.• Troubleshoot application performance issues via query analysis using Call Graph Profile.• Provide support to our customers via Chat client.• Publish Knowledge Base Articles.• Provide training both locally and remotely to the new hired analysts, under the Certificated Infor Mentor Role.• Implement and provide training of the global practices on incident handling to the staff in the Czech Republic and in Poland. Show less • Provide application support for Baan IV, Baan V and LN, specialized in logistics, manufacturing, service and warehousing modules. • Working on the Prague support center with incident handling, providing support to our customers in Europe, Middle East and Africa. • Connect remotely to the customers’ environments in order to solve their needs. • Reproduce issues locally in order to log defects to our R&D team. • Provide in-depth analysis to reported issues, including debugging and trace reading. • Provide support to our customers via Chat client. • Publish Knowledge Base Articles. • Provide training both locally and remotely to the new hired analysts, under the Certificated Infor Mentor Role. Show less • Provide application support for Baan IV, Baan V and LN, specialized in logistics, manufacturing and warehousing modules. Assigned to North America Region.• Provide support to our customers via Chat client.• Assist Europe and Middle East support centers with incident handling, due to workload leveling.• Connect remotely to the customers’ environments in order to solve their needs.• Reproduce issues locally in order to log defects to our R&D team.• Review and publish Knowledge Base Articles.• Provide training locally to the new hired analysts, under the Certificated Infor Mentor Role. Show less • Since October 12th, 2011 I have been assigned to the North America Region support team, supporting customers in North America and Europe (on demand).• Provide application support for Baan IV, Baan V and LN, specialized in logistics, manufacturing and warehousing modules. • Assist our Brazilian support center with incident handling.• Connect remotely to the customers’ environments in order to solve their needs.• Reproduce issues locally in order to log defects to our R&D team.• Review and publish Knowledge Base Articles.• Provide training locally to the new hired analysts, under the Certificated Infor Mentor Role.• Provide training of the global practices on incident handling to the local staff.• Provide training to the customers on Infor Communities. Show less

  • Team Lead - Support Operations

    Oct 2018 - Apr 2021

  • Principal Product Support Analyst - EMEA Region

    Aug 2017 - Oct 2018

  • Senior Product Support Analyst - EMEA region

    May 2014 - Jul 2017

  • Senior Product Support Analyst - North America (NA) region

    Mar 2012 - May 2014

  • Product Support Analyst - Latin America (LA) region

    Mar 2008 - Mar 2012

  • IT Helpdesk Specialist

    Jan 2007 - Mar 2008
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  Mitel

  Apr 2021 - Mar 2022

  Cloud Support Manager

  • Lead day to day Support Operations and resource scheduling for our Customer Care and Tier 1 Support teams in German and French.• Cooperate with Mitel's customers and partners, ensuring that the UC systems and services are working as required.• Analyze reported issues and requests to implement appropriate changes to the cloud system or customer device configuration.• Ensure that the teams operates with the relevant processes and policies and that it is meeting the goals.• Update existing and define new procedures and job aid documentation.• Provide technical and procedural coaching.• Manage the team's performance review.• Support EMEA based customers and provide follow-the-sun coverage for our global customer base.• Escalate incidents to other support teams and 3rd parties.• Provide guidance to the Customer Care and Tier 1 teams.• Own the team results and provide day to day operational direction.• Act as escalation lead for customers. Show less

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  Infor

  Mar 2022 - now

  Specializing in e-Invoicing, Intrastat, and Taxation compliance across diverse global markets, including Australia, Belgium, Chile, Germany, Greece, Croatia, Mexico, Netherlands, New Zealand, Poland, Romania, Slovenia, and more.Key Expertise and Responsibilities:Defining and analyzing localization requirements.Interpreting and translating legal regulations into software solutions.Monitoring legislative changes and ensuring software compliance.Designing conceptual and practical solutions tailored to country-specific needs.Collaborating closely with QA teams to validate solution integrity.Developing customer-facing materials, including training, documentation, and demonstrations.Conducting adoption tests to enable seamless integrations with applications such as LSP, GEMS, PEPPOL, and Nemhandel. Show less Design of solutions intended to the Localization of LN, following country-specific requirements and regulations.Specialized in e-Invoicing, Intrastat and Taxation.Experience working with requirements from different countries: AU, BE, CL, DE, GR, HR, MX, NL, NZ, PL, RO, SI, NZ, etc.• Requirement definition and analysis.• Interpretation of legal requirements.• Monitor changes in the law and evaluate if changes are required in the software. If changes are needed, design a solution to keep the software compliant.• Conceptual design of solutions.• Be closely involved in QA activities.• Build customer-facing documentation, including Release Training materials and demonstrations.• Perform adoption tests to enable integrations between LN and other applications (e.g. LSP, GEMS, PEPPOL, Nemhandel). Show less

  • Development Business Analyst, Senior

    Dec 2024 - now

  • Business Analyst

    Mar 2022 - Dec 2024