Online Support / Knowledge Program Manager Resume Atlanta, Georgia - Hire IT People

SUMMARY:

Professional Scrum Master and Agile evangelist with depth of experience in software development, online support, and content development using Agile methodologies including Scrum and Kanban.
Four years of experience as a Scrum Master and Technical Project Manager with increasing scope of responsibility.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, Georgia

Online Support / Knowledge Program Manager

Responsibilities:

Instituted a knowledge centered support process within the Technical Support organization, working closely with information technology to implement new Salesforce functionality while providing tracking and reporting for all aspects of the project.
Implemented a Kanban process in the support of creating and managing online technical support content. Increased production by over 50% year - over-year.
Provided and maintained analytics from disparate systems including Salesforce, Coveo and internal data-marts to provide key performance indicators (KPIs), as well as provide weekly burndowns and reporting to senior management for each team.
Performed search tuning for improvement of deflected cases by online content. Increased results by over 20% for first year.
Trained and coached teams in Agile methodologies implemented in support of project goals.

Confidential

Scrum Master / Technical Project Manager

Responsibilities:

Managed a multi-year, multi-million-dollar software development project through major, minor and service pack releases.
Served as Scrum Master for multiple cross-functional Scrum Teams across three states and offshore resources in two different countries.
Worked with development, quality assurance and product management to collect requirements and report on scope, development, and quality metrics for active projects, ensuring project adherence to defined release criteria.
Managed Sustaining Engineering team which produced service packs every 8 weeks for customer base.
Facilitated Scrum meetings to include sprint planning, daily scrums, retrospectives, stakeholder meetings, and software demonstrations.

Confidential

Senior Information Developer / Scrum Master

Responsibilities:

As a Senior Information Developer, primary responsibilities included the development of online help, installation and configuration documentation for a complex network management software suite.
Served as Scrum Master for a single team.

Confidential, Atlanta, Georgia

IBM (Micromuse)

Responsibilities:

Tivoli Security Operations Manager is a Security Incident and Event Management platform that correlates disparate security information and provides near real-time event notification.

Confidential

Information Developer

Responsibilities:

As the lead technical writer for Tivoli Security Operations Manager, primary responsibilities included the development of installation, configuration and user guides for a security event management (SIEM) platform.