Ponch Thompson Email & Phone Number

Salt Lake City, Ut

• Develop and implement IT service delivery strategies, policies, and procedures to ensure efficient and effective support for end-users and business operations. • Develop and enforce IT policies, procedures, and standards to maintain a reliable and compliant technology environment. • Oversee the IT service desk operations, ensuring timely resolution of technical issues, incidents, and service requests. Monitor and report on service desk performance. • Develop and execute the IT service delivery strategy. • Establish a vision for the IT service department and provide leadership in technology trends and best practices. • Recruit, mentor, and manage a high-performing IT team, fostering a culture of collaboration, innovation, and accountability. • Collaborate with external vendors and service providers to ensure service level agreements are met and align with the organization's needs. • Establish and maintain IT governance practices, ensuring compliance with industry regulations and company policies. • Collaborate with cross-functional teams to prioritize and execute technology initiatives. • Identify opportunities for process improvement and automation to enhance the efficiency of IT service delivery. • Ensure IT security policies and procedures are in place and followed rigorously to protect company data and infrastructure.

Lehi, Ut

■ Manage highly-technical technical engineers supporting all Tools/Infrastructure components across Oracle PeopleSoft Products in all time zones and regions.■ Product Area Lead and Liaison with Development teams responsible for Web, Application, and Search technologies.■ Participated in launch, hiring, and training for over 40 engineers at new Utah facility.

Greater Salt Lake City Area

■ Manage highly-technical project managers supporting all Information Technology infrastructure projects across 8 affiliate financial institutions and over 500 financial centers. ■ Manage implementation of multi-million dollar projects across disparate platform environments, Networks, Firewalls, mainframe and midrange systems, standing up of hardware (Unix, Intel, Sun Solaris/AIX), software and hardware upgrades, end-of-life migrations/decommissions, ACD/IVR infrastructure upgrades, and projects requiring IT infrastructure expertise.■ Responsible for scope management, financial tracking, and project scheduling / resource management. Other duties include solution identification, risk assessments and creation of business cases.■ Successfully utilize negotiation skills across multiple disparate organizations and departments. Facilitate discussions, identify requirements/issues, analyze and resolve issues.

Greater Salt Lake City Area

■ Managed over 100 highly-technical Direct/Indirect Reports supporting High Speed Internet Access and High Definition video/IPTV across five contact centers supporting thousands of hotels and convention centers worldwide in 10 languages across North America, Europe, and Asia.-- Media types supported include inbound and outbound phone calls, e-mail, and limited chat.■ Negotiated several multimillion dollar strategic outsourcing service and support contracts. ■ Reduced overall support expenditures by more than $2.5 million, a 45% decrease, while maintaining overall customer satisfaction.■ Enhanced IVR interface, increasing guest problem resolution within the IVR to nearly 40% of all guests.■ Implemented aggressive process improvements to enhance customer experience and satisfaction while decreasing overall call times and per-call costs.■ Developed regional and worldwide support strategies that incorporate unique and varied product offerings based on business and cultural requirements.■ Implemented support migration from near-shore to off-shore support while increasing overall customer satisfaction.

Greater Salt Lake City Area

■ Responsible for the development, testing, training, and implementation of customized software used in capturing data on numerous worldwide Convergys-staffed contact centers.Customers include: US Postal Service, Netgear, Microsoft, Bayer, Pennsylvania Power, and Schering Plough.■ Managed outsource development partner of 30-person technical contracting group in Raleigh, North Carolina.■ Managed multiple projects and multiple clients with responsibilities for: Requirements Analysis, System Definition, Functional Specifications, Gap Analysis, Software Design, Software Development, Unit Testing, Integration Testing, Data Review, Functional Testing/ Final Review, Training, Software Release, and ongoing Change Control processes.

Orem, Utah

■ Managed 24 hours-per-day technical support business unit comprised of 40+ Senior-level support representatives providing Priority, prepaid/pay-as-you-go support.■ Enhanced support offerings from strictly free to free and fee-based models. Ensured efficient and effective service, support, and customer satisfaction.■ Formed and managed new spreadsheet (Quattro Pro) customer support unit. Transferred support offering and duties from Scotts Valley, California to Orem, Utah. Responsible for 20 direct reports.■ Developed and enhanced various statistical reports analyze multiple Customer Support Phone Centers.■ Provided technical support and customer care with large word processing developer, training and managing staff members to interact with telephone clients resolving computer/software problems.■ Developed numerous complex macros and merge routines as part of the support process. Involved heavily in testing and feedback of new products.■ Adjunct Professor: Taught and trained WordPerfect software at a local community college to various organizations and individuals from educational and business environments.

Master'S Degree, Finance, General

Bachelor'S Degree, International Business / Finance

High School, General Studies