Robert QuintanillaSenior Director, Technology Services and OperationsRobert Quintanilla currently serves as Senior Director within Southwest Airlines’ Technology Department. In this role, Robert is responsible for Service Management, Enterprise Technology Operations, Service Desk, Technology Enterprise Command Center and Headquarters Corporate Campus Technical SupportRobert joined Southwest in 1985 as a Ground Operations Ramp Agent in Dallas. Since then, he has progressed through various leadership roles within field services, operations, and service management domains. Throughout his 36 year tenure, Robert has made several key contributions to critical initiatives that have evolved Southwest to what it is today. Some of his most proud accomplishments include: leading the Morris Air and Southwest Airlines station integrations, transforming the Service Desk to meet an external ranking of a World Class status, installing the airline’s first computers to allow the replacement of the traditional paper method to track flight information, opening the first ever walk-up technical service area in the main corporate campus, implementing a customized mobile application for the field services team to elevate their services and improve the Customer experience, and supporting the build of Southwest’s current corporate headquarters building. He also helped establish a World Class ranking net promoter score from his internal Customers that highlighted the field services team level of customer service and service delivery. In 2014, Robert was promoted to Director of Service Management where he lead the effort to introduce, build the teams and implement the ITSM capabilities that now exist and are highly utilized at Southwest Airlines. Since the building of the Service Management function, Robert and his teams have vastly reduced Southwest’s number of technology major/critical incidents. He is also responsible for all of the desktop hardware support, level II software application support, and technology facilities related project management for Southwest’s corporate campus buildings as well as the system-wide network of airports, including international. In 2019, Robert also assumed responsibility for the technology disaster recovery team who are responsible for having policies, tools and procedures to enable the recovery and continuation of vital technology infrastructure and systems following a natural or human disaster.Robert is a graduate of DeVry University of Dallas