Kevin Ponce

I am a Bachelor in Computer Science with hands-on experience managing digital channels, customer support, and operational processes to drive organizational efficiency. I blend technical skills—SQL, Power BI, Python—with strong administrative and customer-facing experience to deliver measurable improvements.

At Infatlan I created dashboards and reports, performed root-cause analysis on transactional logs, and implemented ITIL-based incident and problem reporting, helping achieve a 95% SLA resolution rate while improving data traceability. Previously, I supported end-to-end customer service for Comcast Xfinity Mobile, resolving technical and billing issues across phone, email, and chat.

I work well under pressure, value teamwork and discipline, and seek roles where I can apply analytical problem-solving, continuous process improvement, and reliable operational support to help teams meet business objectives.