Jorge Carlos Pontón
Technical Communicator



    12+ years as Technical Communicator  / IT Consultant coordinating teams to generate documentation, interpreting technical information for specific audiences for developing electronic assistance tools, tailored systems, and modeling processes, in order to provide meaningful and valuable information for decision makers. Training executives as a value-added service to improve their processes using international standards based on current methodologies and frameworks depending on the business strategic approach, such as: CMMI, Agile, COPC, BPMN, PMBOK, iiBA, eTOM, ITIL, CobIT, RUP, and UML. Appliyng and striving to develop cultural intelligence in the domains of international and cross-cultural management as well as management of domestic activity, for IT projects.
    7+ year Specialized Consultancy on Business Process Re-engineering projects, analyzing, and designing IT solutions, assisting executives, directors, and non-technical staff with their required technical and scientific documentation, as well as for  business plans, models, requirements, and proposals; always emphasizing the importance of innovation, using best international practices (Enterprise Scrum, SixSigma, PMI, IIBA, ISO, CPTC), and new technologies for today´s business needs. Designing and imparting specialized training for different enterprises related with software applications, based on their actual tasks, and needs. Software tools most used for creating and sharing project documentation are: Doc-to-Help, SharePoint, Project, Acrobat, and RoboHelp.

    5+ years in Resource Planning and Management as Workforce Coordinator, designing, building, and implementing applications to generate specialized reports for Call Center Operations in USA, and Human Resources department in Mexico. Combined with project management activities my responsibilities were focused on monitoring call center systems, and coordinating bilingual teams in different contact centers in US, Canada, UK, Ireland, Phillipines, Uruguay and Mexico; acting as main point of contact regarding any incidents in Mexico, scheduling and technical requirements related with human resources processes - vacations, leave of absences, maternity leave, days-off requests and tradings, etc.-. The main software tools used for these solutions were: MS Office, VBA, QMF, SAS, Visio, Java J2EE, NICE, IEX, and CMS Avaya.





    May 2013 - to present   Project Manager / BI Technical Lead
    Tata Consultancy Services - Zapopan (Guadalajara), Mexico

    Assisting business intelligence projects as technical project lead, resource manager, and delivery manager. Applying waterfall and agile methodologies to coordinating processes and activities, facilitating work and documentation to different virtual business teams across located in US, Latinamerica, and India. Coordinating BI projects related with call centers based on SDLC and Agile methodologies - waterfall and/or scrum. Generating reports and support internal employee engagement activities to develop initiatives to groom new teams and create processes, and also supporting the local team building activities focused on charity, cultural, and social responsibility.
    · Functional Experience: Technical Writing, Agile and Traditional Project Management, Coaching, and Consultancy.
    · Tools: Cognos, Planview, OPPM, Teradata, BluePrint, HP Quality Center, Webex, Office suites, SharePoint.

    Aug 2012 - May 2013   Technical Writer & Project Manager
    inteliDocs / GBR Inversiones inmobialiarias - Mexico City, Mexico

    Specialized consultancy on different IT projects, mostly for business process re-engineering, IT security and technical communication areas, for micro, small, medium-sized companies, and personalized for managers. Impart training to executives and managers, and support experts to develop their documentation, plans, strategies and SWOT studies.
    · Functional Experience: Technical Writing / Knowledge Management and Consultancy.
    · Tools: GoMeeting, Webex, MS Office, OpenOffice, Visio, SharePoint.

    Aug 2012 - Jul 2012   IT Governance Coordinator / Business Process Analyst /  IT Project Manager 
    MAXCOM Telecomunicaciones / GETECSA (Gestión de Tecnología S.A.) - Mexico City, Mexico

    Collect and gather information from SMEs to generate software specifications, business and functional requirements. Create project documentation to support internal processes, validate, and analyze requeriments to define solutions and consolidate application designs. Integrate information to generate project deliverables, and for audits. Generate manuals and guides for different audiences and general users for training purposes.
    · Functional Experience: IT Governance Coordinator / Business Analyst / MBS Requirements Engineer.
    · Tools: .net, Java, MS Office, Project, Open Office, Visio, SharePoint, Unix.

    Sep 2009 - Jul 2010   Project Management & Technical Writing Specialist
    inteliDocs – Gálvez Campos y Asociados - Mexico City, Mexico

    Strategic alliance with a group of experienced accountants to create documentation for their clients mostly for business plans or proposals, giving assessment on business improvement to micro, small, medium-sized companies, and executives. Contact customers to generate revenue, helping them to identify real needs and provide a unique solution, suitable to their business needs, reducing costs and increasing sales or production. Impart training to executives and managers, and support experts to develop their documentaion documents, plans, strategies and SWOT studies.
    · Functional Experience: Technical Writer / Trainer and Consultant.
    · Tools: VB 6.0, J2EE, MS Office, Doc-To-Help, RoboHelp, Open Office, Linux Ubuntu, Windows Server 2003.

    Jan 2003 – Feb 2009   Resource Planning and Management Coordinator / Planning Analyst / Vacational Guide RCI Global (Resort Condominiums International Mexico), Indianapolis, IN, USA / Mexico City, Mexico

    Support the US main office as Real-Time point of contact for scheduling time off, team meetings, system issues, site evacuations and other RPM inquires. Responsible for keeping consistency between systems and managing campaigns based on business plans for inbound, outbound and flex agents. With more than 200 agents in RCI's Mexico site, increasing service levels of 70% to over 90%, and automated different daily, weekly and monthly tasks, and reports using VBA and Excel within other DB applications.
    · Functional Experience: Resource and Planning Management / Workforce Coordinator
    · Tools: Avaya CMS, DAVOX Unison, NICE, IEX Total View, SAS, DB2 QMF, MS Office, Visio, Project, and SharePoint.

    Mar 2002 - Dec 2002   Technical Writing Manager / Project Leader
    WeSolve / Microsoft Mexico - Mexico City, Mexico

    Responsible for generating electronic technical documentation for different outsourcing projects and web architectures. Generate the first electronic scheduling system via web for a language center in Mexico. Create documents and integrate them as an electronic knowledge base with access levels for Devlyn. Partner with Microsoft to develop applications: bDecide and CONEXXION. Skills developed on tailored systems, usability testing, proofreading and training.
    · Functional Experience: Project Management / Technical Writing
    · Tools: Java, VBA, XML, RoboHelp, Acrobat, HTML, Visio, MS Project, and UML.

    Aug 2000 – Mar 2002   Technical Writing Manager
    ONSOFT Technologies - Mexico City, Mexico

    Responsible for managing the documentation area for three tailored systems, and integrate a team of more than 25 developers, engaged in various projects, documentation systems, and a proprietary ERP developed in PowerBuilder, and C++. Implementation of Balanced Score Card, and use of methodologies such as RUP, CMM and UML. During this phase 25 resources reported directly.
    · Functional Experience: Project Management.
    · Tools: HTML, Java, Perl, C++, Visio, MS Project, Ariba Dynamic Trade, Apache Web Server, Linux.

    Jun 1998 - Jun 2000   Technical Writer / Business Process Engineer / Systems Analyst
    Grupo Cynthus / Aeromexico - Mexico City, Mexico

    Technical Writer and Systems Developer of an electronic tutorial for Delos, an Audit Expert System developed in Visual Basic, design, and create user manuals and reference guides. Generate and integrate its online help system. Collaborate with airlines staff to create an online viewer using WinHelp for the documentation of the business model Club Premier 2000, a points-based system for frequent flyers, from process analysis and modeling, class diagrams, and use cases, to their electronic manuals.
    · Functional Experience: Systems Analyst / Systems Audit.
    · Tools: MS Office, Doc-to-Help, WinHelp, Corel Draw, Rational Rose, CoolBiz, VisualBasic.




    Universidad a Distancia de México, Mexico City, MX, 2010 – 2013
    Degree in Software Development Engineering
    Institute for Technical Writing, Pittsburgh, PA, US, 2002 – 2003
    Certified Professional Associate
    Escuela Bancaria y Comercial, Mexico City, MX, 1998 – 2000
    Degree in Business Administration
    Universidad Anáhuac del Sur, Mexico City, MX, 1995 – 1997
    Marketing Degree




    Spanish: native
    English: very good in all skills (fluent conversations for business and technical topics)
    Portuguese: intermediate, read, written and spoken
    French: basic, read and written
    German: basic, read and written

    Toastmasters International: Member since 2012. 




    Bitcoin and Blockchain Fundamentals Certification - Guadalajara,

    Certified ScrumMaster with Enterprise Scrum, ScrumAlliance at Guadalajara, Jalisco, Mex

    PMI, Certified Associate in Project Management -  Executrain at Zapopan, Jalisco, MX

    Brazilian Portuguese Level B2 - Conexao Brasil - Guadalajara, Jalisco, MX

    MCP - Microsoft Certified Professional - Kapellman, Mexico City, MX

    Dale Carnegie Training, Effective Communications and Human Relations - Centromex, Mexico City, MX

    Networking and Cabling Certified Engineer - ANIXTER, Mexico City, MX




    Primary Profile: Technical Writing / Project/Portfolio Management / Business Process Specialist. 
    Empowerment, Cultural intelligence (CQ), strong communication and interpersonal skills.

    Secondary Profile: Knowledge Management / Workforce Management / Resource Planning and Management / e-Learning

    Operating Systems: MS DOS, Windows, and Linux.

    Programming Languages: Visual Basic, JavaScript, PowerBuilder, .Net, - Wed Development -

    Databases: SAS, Oracle, Cognos Impromptu, SQL (QMF), MySQL

    Live Meeting Tools: GoMeeting, Webex, Skype

    Help Authoring: RoboHelp, AuthorIT, FrameMaker, Acrobat, Doc-to-Help

    Call Center Apps: CMS Avaya, IEX TotalView, NICE, DAVOX

    Business Intelligence and Big Data: AbInitio, Teradata, Cognos, Hadoop, 

    Project Management: OPPM, Planview, Visio , Project, Blueprint, Quality Center, Rational Rose, Enterpirse Architect

    Office: Open Office, MS Office, SharePoint, Lotus Notes, etc.


    Passport and US VISA current. Able to relocate depending on job requirements and contractual conditions. *

    © 2018 Jorge Carlos Pontón