SOFTWARE SUPPORT · IMPLEMENTATION · ONBOARDING
I’m Luke. I help customers adopt software, resolve problems and turn their needs into practical improvements, backed by nearly 19 years of customer-facing software experience.
My background spans Windows-based systems and modern SaaS. I bring practical experience in support, implementation, training and product improvement to software teams across sectors.
Northamptonshire, UK · Experienced remote worker since 2020
01 / EXPERIENCE
Hospitality software has been the foundation of my career, with PMS as my main area of expertise. The work behind it, understanding customer needs, configuring software, migrating data, training users and resolving problems, is relevant to software businesses across sectors.
Legacy Windows platforms and modern SaaS. Reservations, guest workflows, configuration, reporting, customer support, data migration and implementation.
Third-party PMS interfaces across POS, financial and CMS systems. Integration troubleshooting and coordination with external providers.
Hotel online booking engines, channel management, OTA and GDS connections, and revenue management systems.
EPOS, restaurant table bookings and party pre-order systems, with an understanding of the operational workflows behind them.
Payment gateway integrations and connected guest services, including online registration and self-service workflows.
Seekda KUBE · Booking.com · Expedia · Adyen / roomMaster Payments · Stripe · Worldpay · SagePay · PCI Booking · Zonal / CPOS · Lightspeed / Agora
Telephone, email and live chat support; complex issue investigation; calm communication; escalation tracking and collaboration with development.
On-site installation and training, remote training, onboarding, configuration, data imports, go-live support, demonstrations and customer webinars.
Manual QA, regression testing and UAT; bug reproduction; requirements gathering; new feature planning; Jira stories and functional specifications.
Confluence knowledge bases and workflow documentation, Jira, Excel, HTML and CSS, plus basic working knowledge of SQL for reporting.
HARDWARE & ON-SITE IMPLEMENTATION
In my Projects Engineer role, I configured and installed POS hardware alongside hospitality software. That work gave me practical experience with the physical equipment, connections and drivers behind day-to-day operations.
CAREER PROGRESSION
InnQuest EMEA, formerly Welcome Systems.
November 2007 to August 2026.
Technical troubleshooting, customer support and practical problem solving.
Configured and installed POS hardware and hospitality software, with hands-on work in hard drive imaging, network cabling and termination, POS printers and OPOS drivers.
Implementation planning, customer training, support and team coordination.
Bridging customers, support, sales, account management, product and development.
02 / PRACTICAL IMPACT
I enjoy spotting where a process is harder than it needs to be, understanding what people need and finding a useful way forward.
ONBOARDING EFFICIENCY
Built an internal HTML-based tool to map and transform data from a customer’s previous PMS into the required import format, replacing repeated copy-and-paste work and VLOOKUPs.
An approximate saving from my internal role review, alongside improved consistency and reduced manual effort.
SALES ENABLEMENT
Created a dummy data generator to help the sales team prepare realistic hospitality datasets quickly and set up more consistent demo environments.
CUSTOMER TO PRODUCT
Gathered operational requirements and customer feedback, then translated them into Jira stories, workflow documentation and functional specifications for development.
CONFIDENT SOFTWARE ADOPTION
Delivered on-site and remote training, software demonstrations and regular customer webinars covering features, best practice and day-to-day workflows.
RELEASE QUALITY
Reproduced customer-reported problems, carried out manual QA and regression testing, and worked with support and developers to clarify defects and their customer impact.
03 / CUSTOMER & COLLEAGUE FEEDBACK
Selected excerpts from customer and colleague feedback, with names omitted.
“He has consistently gone above and beyond to help whenever issues have arisen.”
“He can sit with a hotelier, work out what they actually need, and hand that to a development team in a form they can build from.”
“Three years with you in my team and I never once had to worry about a customer you were looking after.”
“I also remember that you had a great deal of patience and such a good rapport with the customers.”
“You’ve been an amazing teammate and a truly great person to work with.”
“He took a hotel through onboarding late into the night so the front desk could open the next morning with no disruption for the guests.”
An example shared by my former manager. Professional references available on request.
04 / BUILDING USEFUL THINGS
I use Cursor and ChatGPT to help build and refine practical web applications. I define the problem, shape the workflows, test the results and improve them through use.
05 / BEYOND THE DAY JOB
I manage the website and digital content for our Northampton amateur theatre group, creating production content, posters and Facebook advertising, and working on SEO and the group’s online presence.
It’s another way I put practical technology and communication skills to use, helping people find productions and supporting the group’s fundraising work.
Visit The Charity PlayersLET’S TALK
I’m interested in hands-on software roles across technical support, implementation, onboarding and customer experience, in hospitality and other sectors.
Based in Northamptonshire, with experience supporting customers and distributed teams remotely.