Ricardo Leonel Ponce Ventura
Professional Summary
Cloud and AI Engineer with over 10 years of experience in designing, implementing, and managing complex technological solutions. Specialized in Google Cloud Platform (GCP), Artificial Intelligence (Vertex AI, Dialogflow), and Identity and Access Management (IAM). Proven track record in large-scale problem-solving, process automation through DevOps/MLOps practices, and leading technical teams to exceed strategic organizational goals. Seeking to apply my expertise to build and optimize secure, scalable, and intelligent systems.
Professional Experience
Cloud and AI Engineer | Google Cloud
Telus International, San Salvador | May 2024 – Present
- Design and deliver complex architectures in GCP, specializing in workload optimization in Kubernetes Engine (GKE) and Compute Engine for enterprise clients.
- Apply MLOps principles to guide clients in deploying and monitoring AI models, using Vertex AI for training pipelines and BigQuery for large-scale data analysis.
- Automate diagnostic and deployment tasks using Python scripts and Gemini CLI, reducing response times and improving operational efficiency.
- Serve as a subject matter expert in resolving critical bugs, collaborating with Google engineering teams to ensure cloud service stability.
IAM and Google Workspace Specialist
Telus International, San Salvador | April 2022 – April 2023
- Managed and secured Google Workspace environments for organizations with 1,000+ users by implementing security and access policies.
- Designed and applied granular IAM policies via Organizational Units, ensuring least privilege access and regulatory compliance.
- Led data migration and DNS configuration projects, ensuring a seamless transition with zero downtime for clients.
Systems and VoIP Network Engineer
OSI, San Salvador | April 2023 – April 2024
- Administered the NetSapiens VoIP platform, configuring and maintaining network infrastructure for over 200 clients.
- Designed call routing systems and IVR menus, applying complex business logic to optimize client communications.
Project & Technical Operations Lead
Teleperformance, San Salvador | November 2014 – March 2022
- Led a team of 20 technical agents, implementing strategies that increased overall performance by 15% and customer satisfaction by 10%.
- Directed 5+ technology improvement projects, consistently exceeding client goals and establishing KPIs for new business lines.
Highlighted Projects
MLOps Pipeline for Customer Service Chatbot (Personal Project)
- Designed and built a CI/CD pipeline in GitHub Actions to train and deploy a conversational agent.
- The agent, developed with Dialogflow CX, is served via an API built with FastAPI, containerized with Docker, and deployed on Google Kubernetes Engine (GKE).
- Demonstrates the full MLOps lifecycle, from code management to production deployment.
Automation Implementation (RDA/RPA)
- Led the implementation of automation technologies to optimize operational processes, resulting in a 12% reduction in Average Handling Time (AHT).
Key Technical Skills
Category Technologies & Skills
- Cloud & Infrastructure (DevOps): GCP (GKE, Compute Engine, Cloud SQL, BigQuery, Networking), IAM, Linux (Debian Distros), Docker, Kubernetes, Terraform (IaC), Git/GitHub, CI/CD Pipelines
- Artificial Intelligence (MLOps): Vertex AI, Pipelines, Dialogflow CX, Python (Django, Flask, FastAPI), Pandas, NumPy, Gemini CLI, Looker (Visualization), AgentSpace, Gemini Enterprise.
- Identity Management (IAM): GCP IAM Policies, Google Workspace Security, Role & Permission Administration, Single Sign-On (SSO), Principle of Least Privilege, Access Auditing
- Networking & VoIP: TCP/IP, DNS, VPNs, Firewalls, SIP Protocols, NetSapiens Platform
- Leadership & Management: Technical Leadership, Project Management, Mentorship, KPI Analysis, Six Sigma Methodology
Education & Certifications
- Bachelor’s in IT Management (In Progress) – Universidad Pedagógica de El Salvador
- Google Cloud Certified, Associate Cloud Engineer, 2024
- Cisco CCNA 200-301 Certification (In Progress)
- Six Sigma – Yellow Belt – Teleperformance, 2021
Languages
- Spanish: Native
- English: Full Professional Proficiency (C1)