MIGUEL PONCE DE LEON

Dallas-Fort Worth Texas 76226

mpc1d47a@westpost.net
Profile
Management consultant with 15 + years of successful experience delivering except
ional tactical, operational and strategic leadership to dynamic Fortune 500 comp
anies. Takes initiative, fosters teamwork, demonstrates professionalism, builds
strong teams, and guides delivery of initiatives towards successful business out
comes. Has broad organizational experience in program management, governance,
quality assurance, risk identification/ mitigation and management. Effective tra
ck record of facilitating team initiatives, implementing best practices and deli
vering value to customers.
Experience
Program Management: Provided oversight and execution of medium to high complexit
y CRM projects in Telecom, Banking, Airline and other miscellaneous business ent
ities. Worked autonomously providing team oversight and collaborated with lines
of business leadership to establish and execute on common goals. Ensured deliver
y of projects to the customer, meeting the approved scope, cost, schedule, and q
uality for the project. Performed governing role for ensuring that the proposal,
execution, control, deployment, training, system acceptance and overall custome
r satisfaction were met.
Management Analyst - Leader-Facilitator: Directed and managed the activity of 3
Technical Support groups with 25+ direct reports. Used problem discovery and out
put of issue resolution to enhance processes and procedures, identify training n
eeds, provide coaching, assurance of staff proficiency and improved call center
statistics.
Business Analyst - Customer Service: Over 15 years experience collaborating with
a diverse group of internal-external stakeholders ranging from technical to exe
cutive level resources. Assessed complex data, identified risk, facilitated prob
lem and defect resolution, reviewed and approved change orders, and managed enha
ncements of corporate initiatives.
Quality Assurance - Compliance: Performed quality review for compliance of corpo
rate methodologies. Performed analysis of status, issues, risk, and problem mana
gement processes. Assessed strengths or weaknesses of team during project review
s, met with customers to uncover areas of potential problems, made recommendatio
ns to bring about successful completion of projects.
Accomplishments
* A track record of successful implementation of Siebel CRM initiatives in Telec
om, Airline, Financial, and Pharmaceutical industry groups ranging in millions o
f dollars over a 6 year period in the Siebel Project Management Office.
* Performed quality reviews for end of quarter financial reporting and substanti
ally increased the level of confidence for compliance by external financial audi
ts of Siebel key projects.
* Responsible for recommendation and introduction of standardized contract docum
ents and estimation tools to improve the start-to-end contract submission proces
s reducing the amount of time to review and approve contracts from 2+ weeks down
to 4-5 days.
* Responsible for increasing Call Center customer satisfaction ratings from 88%
to 96% within 6 months by implementing business management practices, conducting
quality review meetings to uncover defects and facilitate process improvement,
monitoring of system data and evaluating individual and group performance.
* Responsible for implementation of 10 Node 12,000 line Telecom implementation i
n 12 buildings of the Hartford Insurance Company in Hartford Connecticut by usin
g implementation techniques and processes preventing defects early in the life c
ycle resulting in less than 1% defect during the roll out phase.
* 100% reduction in financial exposure as a result of contractual review and app
roval of business agreements.
* Developed a proposal and was awarded a $1.4M dollar testing contract by MCI fo
r testing services in Mexico City and Monterrey. Proposal included a plan phasin
g out core team members replaced by local nationals who were hired and trained t
o take over testing roles for Avantel at reduced local rates.

Education - Certifications
* LeTourneau University, Dallas Tx, Bachelor Science, Business Management, GPA 3
.85 -1993
* Project Management Institute (PMI) -January 2003
* Certified Information Security Auditor (CISA) - June 2005
* SMU Mid Management Program - Nov 1996
* Project Management, Risk & Estimation, Leadership - Perot Systems 1998
* Managing Information Technology Projects - George Washington University - Feb
2001
* Risk Management Certification George Washington University - Jan 2008
* Siebel CRM 7 Certification, Certified Siebel Business Analyst - June 2001
* Texas Dept of Insurance Licensed in General Lines, Life, Accident & Health; Co
ntracted with Aflac & Mutual of Omaha 2009
Work History
Business Development Manager-Glacial Energy - Dallas Tx Oct 2009 - Jun 201
0
* Conduct business development efforts in Texas to enhance and strengthen Glacia
l Energy's position in the Texas market. Develop relationships with Chambers of
Commerce and business owners in the Dallas-Fort Worth area. Perform outreach act
ivity with Hispanic community to articulate the added value and savings that can
be derived by choosing Glacial products. Evaluate customer needs, conduct energ
y usage and cost assessments, evaluate existing contracts, provide forecasted sa
vings, and assess cost-benefit analysis for early termination of existing agreem
ents.
Program Manager Risk Mgt - Oracle Corp. (Siebel Acquisition) Dallas Tx Mar 200
6 - Sep 2008
* Management Analyst providing guidance, direction, and business process enhance
ments improving the operational efficiency, consistency and effectiveness of CRM
and End User adoption services of Information Technology initiatives in 4 globa
l regions. (Latin America, UK, US, Asia Pac)
* Used a risk identification approach to limit defects, used defect resolution t
o develop process improvements and improved business practices to reduce liabili
ty and financial exposure including monitoring contract cost, scheduling, and pe
rformance. Promoted quality, sustained ongoing support and training for start-to
-end of contract submission and approval processes. Worked collaboratively with
practice management, and made recommendations to reduce the overall exposure for
poorly scoped, underestimated or ambiguously worded business agreements.
* Sustained and monitored policies and procedures to support the organizations o
perational and business objectives. Provided complex analysis and advice to mana
gement in the areas of operations, resource management, revenue accounting, pric
ing, and contracts.
Program Manager Project Mgt Office Siebel Systems - Dallas Tx Dec 2000 - Mar
2006
* Program Manager providing quality assurance and a governance role within the P
roject Management Office of a leading CRM firm for execution of 7-10 medium to h
igh complexity projects in Telecom, Airline and other miscellaneous industries a
t different stages of project life cycles.
* Promoted adoption of corporate methodology. Used risk identification strategie
s for early identification of defects. Used problem resolution as the basis for
providing alternatives and recommendations. Served as a liaison to other divisio
ns within the organization (Regional Engagement Directors, Finance, Contracts, L
egal, Accounts Receivable.) Gathered, collected, verified, and analyzed data to
measure key performance indicators to evaluate actual attainment versus busines
s objectives.
* Worked autonomously providing team oversight and collaborated with lines of bu
siness leadership to establish and execute on common goals. Ensured delivery of
projects to the customer, meeting the approved scope, cost, schedule, quality fo
r the project. Performed a governing role for ensuring that the proposal, execut
ion, control, deployment, training, hand off, and support, met schedules.
* Presented management with economic impact and compliance issues surrounding ke
y business decisions. Communicated Siebel Leading Practices to delivery organiza
tions and monitored processes for full compliance. Shared in implementation of n
ew processes and procedures to address process improvements within the Project M
anagement Office.
Project Manager - KPMG - Dallas Tx Aug 1999 - Dec 2000
* Managed a development team during initial development and then through iterati
ve life-cycle releases of Lease Calc Pro. Provided oversight, reviewed customer
proposals, developed project plans, provided project status, managed issues, ide
ntified risk, guided development of test plans, documented test scripts, conduct
ed testing, documented test results, identified defects, worked with developers
through defect resolution, version releases and shared in continuous improvement
of Lease Calc Pro. Lease Calc Pro is a product used by Telecom and other compa
nies to manage their lease assets. It has continued to increase revenues for tax
technology practices over the last 10 years.
Program Manager, Telecomm Operations Intervoice - Dallas Tx Sep 1998 - Aug 19
99
* Managed Telecom programs and coordinated development of business requirements
of internal/external stakeholder relationships for IVR Calling Card and Telecom
platforms for Banks, Telecom, Airline and other miscellaneous industry groups.
* Provided oversight for implementation of Telecom products for commercial and g
overnment entities. Served as a liaison to multiple organizations having a touch
point with the product or service being provided to customers to include sales,
product management, sales engineering, development, testing, training, installa
tion, finance and customer service.
Program Manager - Perot Systems - Dallas Tx Dec 1995 - Sep 1998
* Regional Account Manager Central Region: Responsible for executive/legal relat
ionship management of representatives from 16 states of the Public Utility Commi
ssion on a $90 million+ nationwide Local Number Portability project. As a liais
on, worked with customer representatives during business requirements gathering.
Identified risk, worked with risk owners to facilitate risk mitigation response
s, proactively worked issues to closure or escalated findings to program leaders
hip, development leads, and other regional account managers as appropriate.
* Team lead directing activity for creation of an imbedded Project Management Of
fice within the Local Number Portability project. The LNP PMO was created for th
e purpose of providing a single point of contact for project reporting, consolid
ated project plans and overall consistency of communication between development
team leads and customer representatives.
* Program Manager: Developed a testing proposal and was awarded a $1.4 million t
esting contract to coordinate alpha testing phases of the Avantel Telecommunicat
ions International project, a joint venture between MCI and Banamex to bring tel
ephone services to Mexico. Acquired testing facilities in Monterrey and Mexico C
ity, interviewed and hired Mexican nationals, integrated local resources and ove
r a period of time, phased out and transitioned Perot Consultants while giving l
ocal resources more responsibility until they were able to take over testing ser
vices for Avantel.
Project Manager- Enterprise Operations - Intervoice - Dallas Tx Sep 1994 - Dec
1995
* Planned and coordinated the activity of resources for implementation of 12 to
15 simultaneous Telecom projects at different stages of completion within a matr
ix organizational structure. Customer groups included Banking, Airline, Telecom,
Government and other miscellaneous entities.
Support Manager, National Operations IBM - Rolm Systems - Southlake Tx Jul 1987
- Sep 1994
* Technical Support Manager for IBM's National Office Support Center. Managed t
he operations of 3 Call Center Groups with 25+ direct reports who provided techn
ical support to the field for IBM Office Products. Managed the database of softw
are assets sold globally throughout IBM.
* Sr. Systems Engineer National Tech Support - Provided nationwide 2nd level sup
port to engineers assisting with resolution of issues for Rolm VLCBX Telecommuni
cation systems. Provided oversight for assigned key projects, directed planning
organization and development of requirements of large installations and reconfig
urations. Customer groups included Banking, Telecom, Airline, Institutions of h
igher learning, Government and other miscellaneous entities.
United States Air Force - TOP SECRET CLEARANCE
* Global Weather Central - Omaha, NE - Analyzed global weather data and coordina
ted preparation and dissemination of computer flight plans for worldwide flying
mission.
* Communications HQ - Zaragoza, Spain - Managed the operations of a communicatio
ns center providing transmission of sensitive data around the globe. As site sec
urity manager, audited processes, procedures and compliance for transmission of
classified data, accountability and disposal of cryptographic materials, and tra
ining of new resources.
Languages
* Fluent in Spanish
Key Words - Areas of Experience
-Business Analyst
-Call Center Management
-Change Management
-CISA Certification
-Configuration Management
-Contract / Scope Lifecycle Management
-Coach / Mentor
-Computer Flight Plan Management
-Compliance Management
-Defect Management
-Global Weather Operations Management
-IT Business Requirements Liaison
-ISO 9000 initiatives
-Management Analyst
-Operations Management
-PMO Consulting Services
-PMO Contract Management
-PMO Leadership / Management
-PMO Quality Assurance
-PMO Quality Control Services
-PMO Risk Management
-PMP Certification
-Problem Management
-Program Management
-Project Integration Management
-Project Planning & Management
-Project Scope Management
-Project Time Management
-Project Cost Management
-Project Quality Management
-Project Quality Assurance & Audit
-Project Human Resources Management
-Project Communications Management
-Project Risk Management
-Project Management Consultant
-Quality Assurance Program Management
-Relationship Management
-Regional Account Management
-Requirements Management
-Telecomm Installation Management
-Telecomm Operations Management

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