We provide IT Staff Augmentation Services!

Scrum Master Resume

Miami, FL

SUMMARY:

  • Total of 13+ years of IT experience in the field of hi - tech software & application development across diverse set of roles such as technical leadership, architecting, client management & project management.
  • Over 5+ years of experience in Project Management as Agile Scrum Master & End to End Project Manager.
  • Good experience managing multiple Scrum Teams working in SAFe in large organizations.
  • Domain experience across multiple industries including Banking (Payment Card Industry), Mortgage & Power/Utilities.
  • Key player in building the Agile team from scratch whilst delivering high quality in an Offshore & On-site working model.
  • Extensive experience in preparing Project Charter, Monitoring & Tracking progress, develop Status Reports, resolve issues, coordinate tasks & activities directed toward completing the project goals on Time & within Budget.
  • Good experience in the e2e management of implementation & migration projects involving complex Enterprise level large business contact center applications/products like PABX, Voice over IP, servers, call loggers etc.
  • Supporting successful delivery of projects incorporating Release, Incident, Security, Risk & Funding management.

CORE COMPETENCIES:

  • Project Life Cycle Management
  • Risk / Issues & Change Management
  • Client/Account Management
  • Partner & Vendor Management
  • Cost & Funding Management
  • Continuous Integration Continuous Delivery
  • SAFe, Disciplined Agile, Scrum, Kanban, Scrumban
  • Waterfall, PMBOK
  • Lean, Six Sigma Black Belt

TECHNICAL SKILLS:

Operating System: Windows 95/98/2000/NT/ME/XP/ 2003/2008/2013 Server

SDLC Methodology: Waterfall, Agile, Scrum, Kanban, SAFe 4.0, Lean Six Sigma

Framework: Microsoft .NET 4.0

Webserver: IIS 6.0, Apache Tomcat 6.0, Websphere

Databases: MS SQL Server 2008, ORACLE 8i

PM Tools: Microsoft Project, CA Clarity PPM, CA Rally, IBM Rational, HP ALM, Atlassian JIRA

Office Automation: Microsoft Word, Visio, PowerPoint & Excel

PROJECT EXPERIENCE:

Scrum Master

Confidential, Miami, FL

Responsibilities:

  • Leading multiple scrum teams currently operating in SAFe in the Electronic Customer Communication (ECC) platform under the Customer Information Systems portfolio. The ECC team is mainly responsible for e2e communication to consumers regarding billing, payment notices, promotions, marketing campaigns, outage notifications & surveys across multiple channels like email, text, push & social media.
  • Participate in Program Increment (PI) Planning sessions & co-ordinate pre-PI planning activities with the product owner (PO), release train engineer (RTE) & system architects (SA).
  • Act as a servant leader for the team, facilitating meetings, fostering Agile behavior, removing impediments & maintaining the team’s focus.
  • Work extensively with Product Owner to create & refine user stories & grooming of backlog.
  • Facilitate Scrum ceremonies like sprint planning, daily stand-up meetings, reviews, retrospectives, release planning, demos & Scrum of Scrum meetings.
  • Analyze teams commitment for a sprint, manage backlog, prioritize resolution of defects/bugs.
  • Manage the lifecycle of development from ideation to sprints to deployment
  • Communicate with other management, engineers, product managers & support specialists on product issues.
  • Maintain the backlog & release plan with product owners & elicit information to ensure that all the stakeholders are fully informed about team’s successes & impediments.
  • Track & communicate risks, team velocity & sprint/release progress to stakeholders.

Scrum Master

Confidential, McLean, VA

Responsibilities:

  • Part of the Single Family Mortgage Servicing business unit mainly dealing with the enhancements to Confidential owned loss mitigation applications/tools. Workout Prospector® is one such web-based application that enables users (Sellers/Servicers) to analyze, structure & send foreclosure alternatives to Confidential electronically so as to reduce costs there by helping borrowers become long-term homeowners.
  • Responsible for project coordination including planning & implementing content across all work flows while ensuring that security, risk & compliance requirements were met.
  • Delivered project needs on time & within the agreed acceptance criteria in a hybrid methodology environment as they attempted to transition to an Agile Methodology.
  • Reported progress to all stakeholders through Sprint Burn-Down Reports & velocity target updates.
  • Wrote User Stories based on the requirements gathered from all the stake holders.
  • Organized & facilitated Scrum meetings which included Sprint Planning, Daily Scrums or Standups, Sprint Check-In, Sprint Review & Retrospective.
  • Coordinated with systems partners to finalize designs & formalize requirements.
  • Utilized Story. Sizing & Planning Poker techniques as needed based on the length of the backlog & priorities.
  • Operated in 3 week sprints with flexibility on length based on immediate functionality concerns.
  • Worked with the Scrum Team & the Product Owner to negotiate the minimum viable product for delivery.

Scrum Master

Confidential, Plantation, FL

Responsibilities:

  • Facilitated scrum ceremonies (grooming, sprint planning, retrospectives, daily stand-ups, demo etc.).
  • Instructed & modeled core Agile principles of collaboration, prioritization, team accountability & visibility; ensured consistent application of scrum methodologies across multiple Scrum teams.
  • Enacted change & continuous improvement increasing the productivity of Scrum teams & the quality of deliverables.
  • Protected team from over-commitment, manage backlog, prioritize resolution of defects/bugs.
  • Met goal of addressing & resolving issues within 24 hours.
  • Coordinated & managed code releases & shared APIs with other IT groups.
  • Communicated with other management, engineers, product managers & support specialists on product issues.
  • Tracked & communicated team velocity & sprint/release progress.
  • Worked with the engineering managers to identify cross-team dependencies & manage inter-team tasks.
  • Facilitated Scrum of Scrum meetings between multiple teams based onshore & offshore.
  • Assisted team with making appropriate commitments through story selection, sizing & task definition & participated proactively in developing & maintaining team standards, tools & best practices.

Project Manager

Confidential

Responsibilities:

  • Responsible for the end to end management of telecom infrastructure projects which included critical contact center components like interactive voice response, Cisco ICM, Aspect dialer, Confidential Call Recording & Interaction Analytics systems.
  • Accountable for the on-time delivery & roll-out of projects involving volume migration, infrastructure uplift, platform uplift & new vendor product POC in nature.
  • Implemented complex projects with budget ranging from $50K to over $3M which included migration of Voice Application from third party vendor to Amex in-house & from legacy platform to Network Interactive Voice Response (NIVR) platform within Amex.
  • Worked with multiple vendors & multiple teams with varied complexities.
  • Lead & managed multiple customer facing infrastructure/software delivery projects through initiation to closure.
  • Worked with customers of different sizes by utilizing cross-functional teams in multiple locations across the on-shore & off-shore locations.
  • Full ownership & accountability for project planning, resource management, scope & budget management to deliver projects profitably on time.
  • Managed risks, issues & customers to ensure smooth delivery of projects.
  • Provided effective, accurate & timely communication to all stakeholders whilst acting as a single point of contact for customers, vendors & partners.
  • Measured the quality & efficiency of each delivery whilst adhering to the quality & compliance standards defined by Confidential & AET.
  • Proactively documented & provided feedback on lessons learnt there by contributing to the development, maintenance & enhancement of all project management processes & tools used within the CCCS team.

Confidential

Team Lead

Responsibilities:

  • Manage & motivate a team of Technical Consultants by demonstrating subject matter expertise in the support, maintenance & implementation (installation) of Confidential Systems proprietary software products whilst maximizing performance.
  • Ensure individual Technical Consultants are meeting their targets & meeting the SLAs of their respective business functions.
  • Develop business application performance dashboards used for monitoring & diagnostic purposes.
  • Enhance the reputation of Service Delivery through providing effective, balanced responses to Issues from internal & external stakeholders.
  • Facilitate team meetings using appropriate brainstorming, problem solving & decision making techniques in dealing with newly identified Service Request issues & trends.
  • Working closely with Technical Account Managers in managing the key customer account escalations to identify & resolve Critical To Business issues within agreeable timelines.
  • Acting as a key support contact (SPOC) to the engineering function in co-coordinating the project release path for Go Live & transition/handover into support/service delivery.
  • Schedule shift rosters for the team members to ensure the critical business support hours are covered whilst considering factors like service request trends, freeze period, team programs, holidays, leave etc.
  • Perform evaluations of team members for appraisals, promotions & staff development.
  • Working extensively with the HR team in the overall recruitment process which includes shortlisting candidate profiles, interviewing the candidates & thus contribute to team building.
  • Identify coaching needs for team members & deliver coaching sessions as required.

Technical Consultant

Confidential

Responsibilities:

  • Support, maintenance & implementation (installation) of Confidential Systems proprietary software products like Confidential CLS 8.9 & Confidential Perform which provide comprehensive solutions to the overall operational needs of contact centers in terms of Quality Monitoring, Compliance/Selective Call Recording & Data Analytics.
  • Diagnose/troubleshoot complex client service problems that may include researching system environments, versioning, configuration, permissions & inter-operability with other software & provide guidance by email or by phone as required.
  • Innovate & create client solutions & recommend changes to hardware & software architecture.
  • Provide service quality to clients by anticipating client needs & informing them of patch, hotfix, software upgrades, work-arounds & s available.
  • Perform Root Cause Analysis (RCA) & provide recommendations on a mitigation plan.
  • Replicate customer problems, test fixes & document solutions for use by the Confidential Support Team.
  • Escalate tickets to the appropriate level per established escalation procedures & within the set performance criteria.
  • Perform software installations for clients as required.
  • Verifying customer site pre-requisites, preparing & subsequently implementing Confidential solutions at client sites.
  • Managing the customer relationship & expectations, communicate effectively & troubleshooting to resolve technical issues during the implementation.
  • Being the technical liaison between the client & various tiers of the organization.
  • Document suggested enhancements/changes to Confidential software to improve performance or usefulness of the Confidential products.
  • Participate in QA testing & software upgrades including releases, patches & fixes as directed.

Confidential

Initial Response Consultant

Responsibilities:

  • Member of the Witness Systems Confidential (Customer Interaction Centre) which functioned as the Support team of Witness Systems for the APAC region.
  • Interacting with middle level users (mainly System Administrators, Support Engineers etc.) of Witness Products to troubleshoot & resolve technical issues.
  • Diagnose/troubleshoot complex client service problems that may include researching system environments, versioning, configuration, permissions & inter-operability with other software & provide guidance by email or by phone as required.
  • Gathering information for investigation through remote access using tools like WebEx, Go To Assist, PC Anywhere etc. & performing systematic analysis of the support issues.
  • In case of complicated issues, responsible for transferring tickets to Tier2 (product specialists) & Tier3 (sustained engineering) engineers based on nature of issues.
  • Identifying bugs after systematic replication & analysis of the issues & reporting the same to the Sustained Engineering team.
  • Coordinating & acting as an interface between the client & the engineering team for the reported bugs until they have been fixed.

Hire Now