Luis Morales


Executive Director, Master of Engineering Management Program

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.


  • 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

Six patents in the area of IP networking and security (one for Lucent, and five for AT&T)—

  • US Patents: 5761203, 5987526, 6044092, 7444417, 792576 and 7953855.

Appointments and Affiliations

  • Executive Director of the Master of Engineering Management Program
  • Executive in Residence in the Engineering Graduate and Professional Programs
  • Executive in Residence with the Engineering Masters Program in the Pratt School of Engineering

Contact Information

  • Email Address:


  • 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

Selected Patents

United States

  • 5761203
  • 5987526
  • 6044092
  • 7444417
  • 792576
  • 7953855

Courses Taught

  • EGRMGMT 591: Special Readings in Engineering Management
  • EGRMGMT 579: Using Real-Time Data to Improve Customer Quality Experience
  • EGRMGMT 575: Software Quality Management
  • EGRMGMT 501: Engineering Management Seminar
  • AIPI 503: Python Bootcamp

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].