Barac Ponce

Experience

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  Stream Global Services

  Mar 2000 - Mar 2002

  Tech Support Engineer

  Provided comprehensive world-class remote technical support for domestic and international customers including Tier-III support for Hewlett Packard products and sales support for HP consumers.

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  Hewlett-Packard

  Mar 2002 - Mar 2004

  Customer Service Advocate

  Served as customer advocate for a major computer and computer peripherals manufacturer with worldwide presence, Prepared written and oral responses to unsatisfied customers.

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  Flex

  May 2004 - now

  Joined Flex IT Legal Security and Compliance organization to conceptualize and execute a program vision from start to finish, drive financial and strategic planning across the CISO organization to lead global, cross-functional teams across a full life cycle of security compliance and audit related projects. Act as an liaison between highly technical teams (IT Security, Networking, Architects) and non-IT teams; provide coaching to non-technical teams throughout project lifecycle.Lead project intake discussions with 10+ tower leads to determine scope, major milestones, and timelines.Lead Kaizens, RFPs, and process improvement workshops.Defined the framework to support a Business Continuity Program and mitigate the current COVID19 internal impact, and fast tracked a Global 6-month VPN implementation to 1 month.Gathered requirements, hosted focus groups and lead the Document Retention policies deployment for 30K cloud storage users thus reducing the risk that the destruction of documents would undermine Flex' position in litigation or expose us to discovery sanctions for spoliation of evidence.Leading the global roll out of Data Loss Prevention monitoring platform that helps to prevent the accidental exposure of confidential information.Coordinating the release of a global hardware asset management platform by defining goals, objectives and guidance to a 12-member team, who is actively engaged in integrating multiple data sources (DB, HR, ERP, Procurement) thus create accountability and transparency for Flex IT hardware assets lifecycle. Show less Within an organization supporting 80,000+ end users, and managing a 3 persons organization, I've synthesized the needs and goals of customers, project managers, marketing and product managers, owned feature requests and product backlogs of our Collaboration services aiming to drive adoption and ensure the best customer experience for our cloud and SAAS portfolio. Migrated 14,000+ web conferencing users from WebEx over to Zoom in a 5 month time span by advocating for pilot users, designing, planning and executing a communication and adoption plan, closely measuring weekly KPIs resulting in a 97% satisfaction rate among end users. Became the MS Teams spokesperson and adoption leader by introducing it as Flex' work-stream collaboration tool; the plan contemplated a change management strategy with communication, coaching, hand-holding, scripted in-house training, localized use cases with live and webcasted events to present them. Managed to achieve 11,000+ active out 13,000 enrolled ones in 6 months Show less Standardized the way IT projects were run in 40+ locations across the Americas region, by mentoring and adhering all IT project managers to the company-branded PM Methodology. Along with a standard set of templates and documentation to a consistent and common framework.Managed integration of 2 new acquisitions, integrating their network and IT services into our own; 156 and 76 end users each. Lead and completed the Americas region efforts to secure 25,000 workstations and 2000 servers by addressing the operating systems End Of Life for Win XP and Win 2003 Server. Show less Promoted to regional helpdesk manager leading a 19-member, 2 countries based team which ran a daily call center operation. Integrated the exSolectron ticket dispatch call center to the Flex Helpdesk by cross training both teams and measuring up the exSolectron agents to our own standards. Played key role by managing to maintain the same level of quality service after the team’s headcount got reduced by 30%.Developed a career plan which led to double the employee retention time frame. Show less

  • Legal IT Program Manager

    Feb 2020 - now

  • Customer Success Manager

    May 2015 - Feb 2020

  • Regional IT Project Manager

    Jun 2012 - Apr 2015

  • Regional IT Helpdesk Manager

    May 2004 - May 2012