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Lucas Vieites .com
«I intend all my puns»

Lucas Vieites - CV - Résumé

 

Personal information

Date of Birth: July 21, 1975
Nationality: Spanish
Country of residence: The Netherlands
E-mail: iam [at] lucasvieites.com

Employment history

〉 Booking.com (April 2025 - present)

Role: Senior Knowledge Management Specialist

Key Achievements and Skills
  • Partnering with senior-level change and content owners, subject matter experts, and Local Partner Services to ensure the right information and knowledge is captured, curated, and shared at the right time, to the right audience.
  • Supporting, coaching, and educating central stakeholders in the importance of knowledge management.

〉 ServiceNow (November 2022 – March 2025)

Role: Business Process Manager, Support Operations

Key Achievements and Skills
  • Analysis of KPIs and data points (CSAT, DSAT, ...) to improve Customer Support practices.
  • Research local language support best practices and leading the l10n and translation efforts in Customer Support.
  • Collaboration with Enablement and Training teams to provide adequate language resources.

〉 ServiceNow (November 2021 – November 2022)

Role: Manager, Knowledge and Information Mgmt

Key Achievements and Skills
  • Leading a team of KB Editors, supporting their work with the Customer Support organization.
  • Promoting and utilizing ServiceNow KB content, working both internally through the company and externally with our stakeholders and customers.

〉 ServiceNow (October 2020 – November 2021)

Staff Technical Editor - EMEA Knowledge Team Lead

Key Achievements and Skills
  • Coaching the KCS Coaches, and assistance with their knowledge workers
  • Planning and delivering KCS training to Tech Support new hires
  • Planning KM-related projects (Search, Portal, Taxonomy) and performing in-depth UAT
  • Onboarding new internal, as well as external (acquisitions), teams into KM
  • Leading the efforts of translating knowledge base articles to Japanese.

〉 ServiceNow (April 2013 – October 2020)

Senior Application Support Engineer/KCS Evangelist

Key Achievements and Skills
  • Customer Support within the boundaries of Application Performance (SQL optimisation/query tuning/indexing, Javascript)
  • Log and database analysis for providing custom solutions to the customers
  • Custom scripting for log analysis and database monitoring
  • KCS Knowledge Coach in the Customer Support organisation

〉 Coremain, S.L.U. (June 2006 – April 2013)

Technology Engineer

Coremain is an Independent Service Provider in Information and Communications Technology with its corporate offices in Santiago de Compostela and branches in Madrid, Oviedo and Valladolid. Their main clients are regional governments, industry leaders and national mobile operators.

Key Achievements and Skills
  • Creation and support of an industrial-strength operating system (based on Novell SLED – SuSE Linux Enterprise Desktop) for Thin Clients (over 5.000 units deployed world-wide)
  • Strip a standard Suse Linux installation to the bare minimum to meet the following requirements:
    • fast installation (under 20 minutes)
    • fast boot/reboot cycle (under 1 min. boot/under 1.5 min. Reboot)
  • Adapt for remote unattended installation (Tivoli PM for OS Deployment)
  • Create network, Xorg, language configuration, Single Sign-On scripts (Bash, zenity, python, ldap)
  • Manage software updates (rpm packaging and deployment)
  • Custom packaging of Mozilla Firefox (kiosk mode, custom prefs)
  • Remote support of globally installed machines (over SSH)
  • i18n of the solution (Russian, Chinese)

Technologies: Linux Bash scripting, Mozilla Firefox, SSH, VNC, Unattended installation

〉 Asistencia xeral informática e software, S.L.L. (Asix Informática) (November 2002 – May 2006)

Owner, Web Developer, and Project Manager

Asix Informática was a Web Development company focused on the creation of e-commerce solutions for local businesses

Key Achievements and Skills
  • Management of shared hosting systems (LAMP stack: Linux/Apache/MySQL/PHP)
  • Development of custom websites using Object Oriented PHP solutions or adapting existing open-source solutions
  • Managing projects where third party graphical designers and developers were involved

Technologies: LAMP (Linux, Apache, MySQL, PHP) and Microsoft equivalent (Windows 2000 Server, IIS, SQL Server, PHP/ASP)

〉 Mediafón, S.A. (May 2002 – August 2002)

Web developer

Mediafon was a telecommunications services operator based in Madrid, offering callcenter services for clients such as telephony operators, embassies, and entertainment companies, among others.

Key Achievements and Skills
  • Development of a human resource and workgroup control intranet site (LAMP stack).

Technologies: Linux, Apache, SQL Server, PHP, switchboard socket programming

〉 Akzent Language Engineering, S.L. (July 2001 – April 2002)

Web developer

Akzent was a translation agency based in Madrid, offering Multilingual Software Localization and Technical Translation.

  • Development of a web-based intranet that covers from Translation Project Management to Invoicing

Technologies: HTML, PHP, Apache, MySQL (and migration to SQL Server)

〉 Alsernet 2000, S.L. (March 2000 – June 2001)

Web Developer

  • Programming of e-commerce, corporate websites and portals

Technologies: Linux, PHP, MySQL, HTML, JavaScript

Education

  • 1993-1995 Técnico Especialista en Informática de Empresa (≈ National technical college) IESP Francisco Asorei (Cambados – Spain)
  • 1990-1993 BUP (≈ high school diploma in US) INB Ramón Cabanillas (Cambados – Spain)
  • 1987-1990 HAVO (≈ Senior general secondary education) Augustinus College (Beverwijk – The Netherlands)

Additional Training Courses

Technologies

  • Programming Languages: JavaScript, Java, Bash, PHP.
  • Markup languages: HTML, DHTML, CSS.
  • Databases: SQL optimization, MySQL.
  • Office suites: LibreOffice/OpenOffice.org, Microsoft Office.
  • Operating Systems: Linux (Novell SLED, OpenSUSE, Ubuntu/Debian, Fedora/RedHat/CentOS).
  • Graphic Design: Inkscape, Gimp.

Languages

  • Spanish: spoken and written (mother tongue)
  • Galician: spoken and written (mother tongue)
  • English: spoken and written (C2* level - Proficient)
  • Dutch: spoken and written (C2* level - Proficient)
  • French: spoken and written (C1* level - Proficient)

* See Common European Framework of Reference for Languages (CEFR) for more information.

Other