Support Account Manager/Scrum Master Resume

SUMMARY:

To utilize my technical ability, communication skills and to obtain an IT Project Management position:
Project Management, Customer Care, Leadership, Quality Management, Exceptional Organizational and Communication Skills

WORK EXPERIENCE:

Confidential

Support Account Manager/Scrum Master

Responsibilities:

As an AM, I served as a liaison between customer and technical support/development teams
Performed account Project Management duties including creating project timelines, receiving and communicating status updates, set client expectations
Participated in Agile Development and Scrum processes, performing Scrum master duties as needed where I facilitated discussions around current technical issues and helped prioritized all issues based on need
As a the product SME, I advised Quality Assurance customers with creating, analyzing and understanding results of Performance and Functional tests and how this impacts their applications and infrastructure
Worked closely with development team throughout Application Development Lifecycle to ensure support issues are properly addressed in updates and future software releases
Met customer requirements by developing load and functional tests against SAP 6.x environments, through which I gained application experience implementing SAP systems in a Virtual Environment.
Utilize customer care and organizational skills to manage customer accounts toward resolution of technical incidents in Performance Testing products (QALoad and SilkPerformer), Functional Testing product (TestPartner) and Change Management tool (StarTeam)
Through QALoad and SilkPerformer applications, analyzed HTTP/HTTPS traffic and used technical skills toward developing customized C++ based scripts to replicate the HTTP/HTTPS traffic for Load Test Scenarios
Perform and direct customers in SQL and Oracle Databases Administrative activities
Utilize Amazon Cloud integration which houses Load Testing Player Workstations for client applications
Developed VB based scripts to replicate user functionality of customer client server/web applications
Participate in Quality Management Processes
Technical Skills including: Word Press, XML, Web Technologies (HTML, HTTP, CSS, Servers), Databases (SQL, Oracle, MS Access), Programming Language Basics (VB, C++, Java), QA, Scrum and Agile

Confidential

Team Leader of Enterprise Storage Solutions/Project Manager

Responsibilities:

Performed initial Project Management Activities for deployment of Veritas Netbackup Enterprise Solutions $1.5M project including: project plan creation; determining milestones; project work requirements; status updates; budgeting; executive updates; etc.
Directed product evaluations and performed Project Management activities for NAS and SAN Management Software solution and delivered performance metrics and recommendations to senior management teams
Utilized MS Project and Visio for all project management duties
Served as primary Allstate ESI representative in daily Vendor Management (RFI/RFP) activities with storage product sales teams and contract management with internal procurement teams
Managed and directed a team of 16 Storage Solution Consultants, Professionals and Contractors responsible for the deployment and maintenance of SAN and NAS pooled data storage devices
Conducted Employee Performance Management and recommend merit percentage increases
Prepared and submitted Storage Team’s annual budget
Selected as an Emerging Leader at Allstate which allowed me to participate in development and activities in Coaching, Facilitative Leadership, Project Management, Performance Evaluation and Quality Management

New World Systems

UNIX Mobile Support Engineer

Responsibilities:

Communicate regularly with customer base to ensure technical issue resolution and project criteria are satisfied with Mobile Law Enforcement software which communicates with National Crime Databases
Performed and directed customers in daily UNIX - AIX System Administrative activities including disk management, user management
Develop Unix Shell Scripts using VI to perform vital system functions
Performed AIX and AS/400 Administrative Duties
Performed pre-sales software engineering duties as required by sales team, created and maintained all project planning documentation, materials, and support processes

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship