Jorge Carlos Pontón
Technical Writer - Documentador Especialista
     


    Company: Tata Consultancy Services

    Address: Zapopan, Jalisco, Mexico.
    Phone: +52 (33) 3003 - 8500
    Role: Technical Lead

     

    Project -  IVR Conversion to Nuance.

    Conversion of a reporting system for call centers located in USA and Canada, which would bring data from diferent locations to banking servers.
     

    June 2013 - November 2013 - Approx. 480 hours
    Initiating Process 40 hours
    Planning Process 120 hours
    Executing Process 200 hours
    Controlling Process 80 hours
    Closing Process 40 hours
     

     


    Company: inteliDocs

    Address: Centro Comercial Interlomas, Huixquilucan, Edo. de Mex.
    Phone: +52 (55) 5601-1599
    Role: Technical Consultant

     

    Project -  Location Systems Technical Support.

    Overall technical renovation providing enough support to meet new growing requirements of a ID Photography Center. Our objective is to create electronic spreadsheets to create daily, monthly and yearly reports, with statistical real-time information available for first and second levels staff, as well as for stakeholders. 
     

    November 2012 - December 2012 - Approx. 150 hours
    Initiating Process 10 hours
    Planning Process 40 hours
    Executing Process 40 hours
    Controlling Process 40 hours
    Closing Process 20 hours
     
     
     


    Company: MAXCOM Telecomunicaciones

    Address: Guillermo González Camarena 2000, Centro Ciudad Santa Fe, Mexico City, D.F.
    Phone: +52 (55) 4770-1360 / +52 (55) 4770-1325
    Role: Business Analyst / Technical Writing Specialist / Requirements Engineer



    Project -  IT Governance and Processes reeingineering.

    Business process reengineering transforms an organization in ways that directly affect performance. I am providing support to meet some goals. Focused oa management change strategy, improving and communicating processes, with a vision of meeting corporate objectives and goals. Documentation consists on diagrams and presentations that can be shared and reaching personnel. Our objective is to create and spread a new culture, at all levels. 
     


    Project - SharePoint Administration / IT Documentation Bin Generation.

    Redesign of corporate WSS sites owned by the IT area. Documents consist on evidences of a buitl-in billng system, named MBS. The documentation was agreed to comply audit requirements; the site was implemented with three secutiry levels and was built in using SharePoint 2007, and migrated to version 2010 last year.

     

    March 2011- July 2011 approx. 700 hours
    Initiating Process 18 hours
    Planning Process 30 hours
    Executing Process 560 hours
    Controlling Process 80 hours
    Closing Process 12 hours

     
     

    Project - Generation of Technical Documents for MBS

    The project consists on generating overall technical documentarion for an internal billing system named MBS. This documents have to comply internal standards for yearly audits and also to give support to the technical staff, this means use cases, business cases, proposals, requirements, design and test, as well as manuals and user guides.


    September 2010- March 2011 approx. 900 hours
    Initiating Process 40 hours
    Planning Process 20 hours
    Executing Process 400 hours
    Controlling Process 400 hours
    Closing Process 40 hours


     


    Company: Soluciones Hipotecarias (Mortgage Solutions)

    Address: Montecito 38 Piso 20 Of. 11, WTC, Napoles, Mexico City, D.F.
    Phone: +52 (55) 9000-4535
    Role: Technical Support Engineer / Project Leader

     

    Project - Installation of Corporate LAN

     

    Design and installation of an intranet specialized for fax transmission and reception (aprox. 50 TXs, 300 RXs daily), impementation of a fax management software tool, and redesign of the actual corporate LAN, to fit the new hardware infraestructure. Technical support  and a maintenance policy was included in the project, as part of the LAN project. The productivity increased 80%, because of the standarization of the operating systemas, optimization of the network infraestructure, established shared bins for faxes using a fax server, two different ISPs, 10 users, two HP multi-functionals with network capabilities.


    January 2010- June 2010 Approx. 250 hours
    Initiating Process 40 hours
    Planning Process 4 hours
    Executing Process 170 hours
    Controlling Process 20 hours
    Closing Process 16 hours


     


    Company: Resort Condominiums International de Mexico

    Address: Horacio 1855-PH, Los Morales Polanco, Mexico City, D.F.
    Phone: +52 (55) 5283-1000
    Roles: 

    RPM (Resource Plannig and Management) Ambassador
    RPM Coordinator - RCI North America Mexico NAM
    RPM Analyst - RCI Americas Mexico AMEX
    Planning Analyst - RCI Mexico MEX
    Vacation Guide - North America global sales team NAGST

     

    Project - Implementation of WebStation for Call Center

    Implementation of a web based planner, designed for the US call center staff. We eliminated all the paperwork and time consuming activities involved in a manual process for vacation requesting.  Webstation and IEX TotalView got interconnected by using their proprietary system apps, in order to access the schedules databases. The new automatic process optimized and accelerated the vacation requests, by decreasing the time spent on signing on papers and delivering them to HR directly by the guides. Instead, they were able to search, plan, and decide about the best schedule of their own time off.
     

    May 2008 - February 2009 Approx. 1000 hours

    Initiating Process 0 hours
    Planning Process 0 hours
    Executing Process 840 hours
    Controlling Process 160 hours
    Closing Process 0 hours

     

    Project – Automation of Call Center Reports

    Design and generate automated reports for the call center personnel, including graphics and metrics. Managers were able to design and modified the status of each guide in the call center. Supervisors were able to report or modified certain status of the guides of their team(s), and guides were able to chek their status and compare it with other guides. This helps people to improve on topics like: self-motivation, attendance, adherence, good service, consistency and accountability.
     
    June 2007- April 2008 Approx. 1870 hours

    Initiating Process 100 hours
    Planning Process 50 hours
    Executing Process 1560 hours
    Controlling Process 160 hours
    Closing Process 0 hours

     

    Project - Implementation of DAVOX Predictive Dialer

    ...

    March 2007 - May 2007 Approx. 480 hours

    Initiating Process 40 hours
    Planning Process 40 hours
    Executing Process 320 hours
    Controlling Process 40 hours
    Closing Process 40 hours

     

    Project – Automation of Daily Attendance Reports for Call Center

    ...

    August 2006 - February 2007 Approx. 960 hours

    Initiating Process 40 hours
    Planning Process 40 hours
    Executing Process 800 hours
    Controlling Process 40 hours
    Closing Process 40 hours

     

    Project – Implementation of an RPM Department in CC Mexico

    Implementation and coordination of the RPM (Resource planning and management) deparment in Mexico. 


    May 2005 - July 2006 Approx. 1384 hours

    Initiating Process 80 hours
    Planning Process 104 hours
    Executing Process 1120 hours
    Controlling Process 40 hours
    Closing Process 40 hours

     

    Project – “Top Guide” (Development and management)

    The project consists on gathering data from different RCI call centers (Australia, Singapur, South Africa, India, UK & Europe, Canada, US and Mexico),  concentrate and integrate data ina private datawarehouse, helping us to distribute a formal report, helping us to communicate weekly results to all planning and finance departments in RCI Mexico, and within RCI main office in Indianapolis, and the HQ (New Jersey). The result of producing these reports was shared to all RCI offices so they can develop their own programs to compete on which all guides working on RCI call centers may participate.
     

    January 2005 – April 2005 Approx. 520 hours

    Initiating Process 0 hours
    Planning Process 0 hours
    Executing Process 280 hours
    Controlling Process 160 hours
    Closing Process 80 hours


     


     

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    © 2017 Jorge Carlos Pontón

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