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.

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.

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.

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.

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.

Master'S Degree, Finance, General

Bachelor'S Degree, International Business / Finance

High School, General Studies