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Scrummaster/ Development Team Lead Resume

SUMMARY

  • Certified ScrumMaster/Certified Product Owner with 5+ years’ experience working in entire Software Development Lifecycle (SDLC) in a very fast paced environment using traditional Waterfall, Agile and hybrid methodologies
  • Accomplished servant - leader capable of delivering large-scale software and Web development projects on time and on budget by effectively collaborating, facilitating, leading and coaching Scrum teams
  • Adept at coordinating and following up in simultaneous high profile projects (ranging from $50k -$$2MM) with cross functional teams in a global environment
  • Proficient Scrum practitioner in various capacities- ScrumMaster, Product owner, Business Analyst and tester
  • Expert at fostering an open communication with all levels of Management to provide transparency. Proven ability in driving the adoption and enforcement of Scrum rules, removing impediments and fostering self-management
  • Expert at fostering an open communication with all levels of Management to provide transparency. Proven ability in driving the adoption and enforcement of Scrum rules, removing impediments and fostering self-management
  • Experienced in Insurance services and recruitment industries

AREAS OF EXPERTISE

  • Agile Principals
  • Communication
  • Project Management
  • Backlog Grooming
  • Sprint Planning
  • Daily Stand Up Meeting
  • Retrospectives
  • Quick Impediment resolution
  • Usability Testing & User Acceptance Testing(UAT)
  • Scrum Product Backlog grooming, User Stories, tasks development
  • Story based development
  • Fibonacci task scoring
  • Project Management: Planning (Plan, Scope, Schedule, Risk Mitigation), Analyze, Development, Testing, Implementation, track progress and communicate to senior executives

TECHNICAL SKILLS

Databases: SQL Server 2008/2012, MS Access

Reporting/ Data visualization: MS Excel

Content Server: Oracle Fusion Middleware, Web Center

Project Management Tools: JIRA, VersionOne, LANDesk, Footprints, MS Project, SharePoint, Confluence

Modeling Tools: Microsoft Visio

PROFESSIONAL EXPERIENCE

Confidential

ScrumMaster/ Development Team Lead

Responsibilities:

  • Collaborate, facilitate, lead and coach Scrum team that is responsible for developing multiple software products and automated tools for multiple lines of business in the US and UK as well as development teams with CyberCoders a subsidiary of Confidential, Inc. Responsible for planning, tracking of day-to-day development activities using Agile methodologies.
  • Untiring advocate for Scrum - drove company transition from Waterfall to Agile
  • Facilitate scrum ceremonies (backlog grooming, daily stand-up, sprint planning, sprint review, retrospectives, daily stand-up)
  • Enact change and continuous improvement increasing the productivity of Scrum teams by over 50% and the quality of deliverables by 80%
  • Empowered teams to self-organize and grow cross-functionality
  • Improved team transparency
  • Protected team from over-commitment, managed backlog, prioritized resolution of defects/bugs as evidenced by the on-time delivery over 40 successfully iterations/sprints
  • Met goal of addressing and resolving priority issues within 24 hours
  • Manage the lifecycle of code development, from ideation to sprints to deployment
  • Coordinated and managed code releases and shared APIs with other IT groups
  • Communicate with other management, engineers, product managers and support specialists on product issues
  • Track and communicate team velocity and sprint/release progress
  • Instructed and modeled core Agile principles of collaboration, prioritization, team accountability and visibility; ensured consistent application of scrum methodologies
  • Worked with the engineering and back office PeopleSoft team to identify cross-team dependencies and manage inter-team tasks
  • Facilitated Scrum for off-site developers
  • Document Management System is a highly complex $1.3M enterprise wide system that utilizes Oracle Universal Content Management System (CMS), Oracle Fusion Middleware, and Weblogic server

Confidential

Business/Systems Analyst

Responsibilities:

  • Approve application user requests for entire call center of 500+
  • System Administrator for First Advantage ADR, Choicepoint MVR, Carco pre-insurance inspection system and Current Carrier product, handled giving/removing user access to the systems using each vendors application, worked on improving system functionality, liaison between business and vendors. Worked directly with account managers to enhance product. Lead system administrator for the company.
  • Semi-annual audit of authorized users for all call center applications. Worked directly with internal audit and IT Network Security Teams. Validate user’s access and remove when necessary. Ensure that no unauthorized access to systems was in place. Follow Sox compliance stipulations.
  • Familiar with Human Resources TeamTrack software to remove user access to all critical applications upon their termination from the company.
  • Annual DMV Security Statement certification for entire call center. Project Lead to gather all signatures and file according to company regulations for record retention.
  • Annual Code of Conduct certification. Project Lead to ensure entire call center went through required certification. Report results to company Directors and Officers.
  • Handled Department of Motor Vehicle state audit requests for all states we conduct business in. (CA, GA, IL, IN, NV, OH, OR, PA, WA, NJ, CO, MN, MI, WI, AZ, TX, FL) worked directly with states compliance department Officers.
  • Supported Customer Service and Sales call center staff.
  • Various adhoc audit projects involving all areas of the business.
  • Call center metric reporting for management. Various Excel reporting and data collection and organization.
  • Supported all areas of the organization with relation to the ongoing job functions of the center.
  • Implemented and maintaining Efficiency reporting using Avaya CMS supervisor and IEX Total View software
  • Assisted with Sox Compliance related requirements

Confidential

Call Center Support Analyst - Strategy Center

Responsibilities:

  • Developed departmental call center activity reports.
  • Project Lead on all call center floor reconfigurations involving 500+ representatives. Worked with IT, Telecom and Admin Services to facilitate moves.
  • Worked directly with Customer Service VP and Management team on developing call flow improvement management and design.
  • Maintained Genesys Configuration Manager by updating skill changes and call routing requirements for all call center agents.
  • Monitored call center activity using Genesys Call Center Pulse (CC Pulse) created templates and supported overall Genesys systems.
  • Maintained Meridian Max database that housed all call center representatives profiles.
  • Wrote up proposals to Management in regards to procedure changes and improvements.
  • Project Lead on Live Chat contact center feature for call center.
  • Involved in company emergency response team; CPR and AED certified.
  • Facilitated quarterly Management meetings for VP. Data analyst for quarterly call center key metrics presentations. Presented key metrics to company Officers and Management.
  • Familiar with basic call center terminology and design, IVR systems, CTI, reader boards, Workforce Management software.
  • Worked directly with CTI, IT and Management team members and management, built professional relationship that helped communications between call center and IT areasServer

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