Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kyle Ponce

Ballwin,MO

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Senior Manager, Software Implementation Services

Panera
01.2022 - Current
  • Improved team performance by providing comprehensive training and fostering a collaborative work environment.
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
  • Mentored junior staff members for skill development and career progression within the organization.
  • Implemented and developed operational standards, policies and procedures.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
  • Streamlined the code review process for faster deployment, reducing time to market for new product features.
  • Reduced production defects by implementing thorough code reviews and automated testing strategies.
  • Managed software release cycles with careful planning, coordination, and communication across various departments.
  • Facilitated open lines of communication between engineering teams and other departments for seamless project handoffs and efficient collaboration on cross-functional initiatives.
  • Standardized Chef/Jenkins deployments with a 99% release success rate.
  • Assist/support in opening 50+ NCO cafes per year.

Project Management Experience

Panera
02.2014 - Current
  • Experience in working multiple projects utilizing scrum, agile and SIM methodologies.
  • Build and manage multiple Scrum and Kanban boards for deployments all within Jira and ServiceNow.
  • Assisted in entering and updating Issues (Epics, Stories, and Tasks) onto JIRA Agile application.
  • Streamlined project timelines by implementing efficient scheduling and resource allocation strategies.
  • Work with upper management to coordinate the high-level objectives/road mapping which impact the direction the projects will take over the next development cycles.

Manager, Software Engineer

Panera
08.2018 - 01.2022


  • Team ServiceNow Admin/SME trainer to assist with questions within department.
  • Utilize SQL Server Management Studio to create, retrieve and modify data in SQL database.
  • Institute peer review and trained resources deploying software across company platforms using ServiceNow and Jira.
  • Coordinate project initiatives with software developers, stakeholders, project managers and software testers.
  • Perform requirements analysis, documentation and quality assurance for each deliverable.
  • Participate in daily stand-ups to gather requirements and provide updated solutions for upcoming sprint tasks.
  • Manage company's discount deployments by updating Jira and supporting communication between stakeholders.
  • Create by-weekly / monthly sprints from start to finish and validate menu programming to ensure celebrations and menu management releases are updated in production properly.
  • Meet weekly to discuss new ways to implement a better practice for the overall Release process within ServiceNow
  • Document current functionality to determine configuration and impacts of planned changes
  • Building tools and processes around CI/CD pipelines involving integrations with Jenkins, testing frameworks, Chef, SCCM
  • Manage and create routine research packs for daily software deployments nationwide

Systems Analyst Lead

Panera
02.2018 - 08.2018
  • Built strong relationships with business partners to fully understand their requirements and anticipate areas for process and technical improvements within ServiceNow and Menu development.
  • Organized charter processes by utilizing excel to track new/updated menu charters.
  • Enhanced system efficiency by identifying and resolving complex technical issues.
  • Provided client support on system operation and troubleshooting.

Analyst, Associate, System Engineer Enterprise Systems

Panera
12.2016 - 02.2018
  • Created and maintained data analysis in Oracle BI Publisher for Franchise and Corporate cafes.
  • Orchestrate backlog grooming, creating epics and user stories.
  • Conducted UAT with cross-functional business teams to ensure systems was aligned with the vision of the business.
  • Worked side by side with Engineers to identify and resolve issues.
  • Involved in daily standup's, monitored for conflicting details and verified needs of business and development.
  • Wrote SQL queries verifying database procedures to gain better knowledge of data sources.
  • Validated results and performed quality assurance to assess accuracy of data.
  • Managed numerous projects for legacy systems and new development from initial stages to completion and deployment.

Manager, Cafe Operations Services and Field Services Support

Panera
10.2015 - 12.2016
  • Increased profitability and drove revenue by developing team members on efficiency, customer service, and leadership skills.
  • Identified processes, systems and/or applications that would improve Service Center functions.
  • Monitored incident management database and followed up with assigned personnel to ensure timely resolution of problems, meeting operational Service Level Agreements.
  • Provided daily supervision and direction to team and acted as mentor.
  • Managed Help Desk staff including performance evaluations, promotions, training, hiring and disciplinary responsibilities.
  • Collaborated with management to develop helpdesk standards, as well as researched and procurement of relevant technology.
  • Created monthly scorecards in excel and went over in daily one-on-one's with team members.
  • Communicated with other departments to resolve issues and created solutions to advance productivity and profitability.

Senior Analyst

Panera
04.2015 - 10.2015
  • Provided quality service to café managers in friendly and timely matter.
  • Led team members to maintain exceptional standards and delivered extraordinary customer service.
  • Trained new team members to understand daily tasks who would contribute culture of technological excellence and increased productivity.
  • Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.

Level 1 Analyst

Panera
02.2014 - 04.2015
  • Responsible for tracking and recording of interactions and providing first call resolution in (Heat) ticketing system, which upgraded to ServiceNow.
  • Assisted on Kiosk (mobile unit) MID/TID Project which resulted in upgrading outdated database software and provided new access rights to Kiosk.
  • Conducted root cause analysis on operational inefficiencies, identifying areas for improvement and driving change initiatives.
  • Managed Panera 2.0 Project by traveling to onsite locations to assist with setup and implementation of new hardware including training of employee's onsite of new equipment.

Contractor for USDA/Processor

CMW & Associates
07.2012 - 02.2014

Certified Server/Corporate Trainer/Bartender/Dining Room Supervisor/Hospitality Concierge

Houlihans Restaurant Inc.
11.2005 - 05.2012

Education

High School Diploma -

St. Mary's
St Louis, MO
05.2004

Skills

  • Team Leadership
  • Time Management
  • Verbal and written communication
  • Complex Problem-Solving
  • Staff Training and Development
  • Strategic Planning
  • Team Building
  • Agile Methodologies
  • Schedule Preparation
  • Performance Evaluations
  • Customer Service
  • Business Analysis and Reporting
  • Leadership
  • Requirements Gathering
  • Networking
  • Team Motivation

Certification

  • Completed Project Management Essentials Work Session
  • Completed Situational Leadership: Building Leaders & Blanchard Management Essentials Workshop
  • Completed Fierce Conversation Workshop

Timeline

Senior Manager, Software Implementation Services

Panera
01.2022 - Current

Manager, Software Engineer

Panera
08.2018 - 01.2022

Systems Analyst Lead

Panera
02.2018 - 08.2018

Analyst, Associate, System Engineer Enterprise Systems

Panera
12.2016 - 02.2018

Manager, Cafe Operations Services and Field Services Support

Panera
10.2015 - 12.2016

Senior Analyst

Panera
04.2015 - 10.2015

Project Management Experience

Panera
02.2014 - Current

Level 1 Analyst

Panera
02.2014 - 04.2015

Contractor for USDA/Processor

CMW & Associates
07.2012 - 02.2014

Certified Server/Corporate Trainer/Bartender/Dining Room Supervisor/Hospitality Concierge

Houlihans Restaurant Inc.
11.2005 - 05.2012

High School Diploma -

St. Mary's

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