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Scrum Master Resume

OBJECTIVE

  • Talented Scrum Master seeking to offer 5 years of related experience and pursue new professional challenges. Focused, proactive and attentive to changing company, customer and project demands. Well - coordinated in keeping teams motivated and on-task to meet aggressive deadlines. With a background in Project management and Technical Support I offer a broad range of skills consistent with today’s industry standards.

PROFESSIONAL EXPERIENCE

Confidential

Scrum Master

Responsibilities:

  • Monitored and facilitated scrum processes and team meetings for development.
  • Worked with project owners and end users to prioritize feature development and enhancements based on critical paths and business needs.
  • Transitioned teams from a waterfall to agile.
  • Led daily scrum stand-ups and Agile development sprint planning meetings for multiple, concurrent projects.
  • Trained and mentored team members on best and most effective ways to use Scrum processes to improve efficiency and reduce production times.
  • Strong understanding of project management methodology and PMO standards.
  • Assessed team metrics and worked to drive improvements and innovate new approaches.
  • Consistently worked to identify project risks, initiate risk mitigation and implement risk reduction action plans.
  • Worked with Project Managers, Developers and Product Owners to drive projects to production, meeting deadlines and outcomes.
  • Delegated tasks to each team member, regularly assessing workloads to complete tasks on time and within project parameters.
  • Managed multiple internal and outside scrum teams, ensuring effective collaboration and communication.
  • Facilitate the building of a trusting and cooperative environment.
  • Facilitate discussion, decision making, and conflict resolution.
  • Assess Scrum Maturity of Team and bring team to higher levels of maturity at a sustainable pace.
  • Ensure stories meet definition of ready during sprint planning.
  • Determine teams capacity for each sprint.

Confidential

Project Manager

Responsibilities:

  • Oversaw budgets for project, tracked expenses and timelines and communicated with key stakeholders on milestones.
  • Trained and coached key team members on production techniques to establish expectations and ensure compliance with quality guidelines.
  • Focused on product value to decrease waste and boost customer satisfaction.
  • Maintained close connection with project personnel to quickly identify and resolve problems.
  • Inspired team members by fostering positive environment and boosting employee confidence.
  • Provided updates and managed inquiries for delivery of quality products and services.
  • Updated project plans based on changing objectives, specifications and staff availability.
  • Kept project teams on-task with proactive control of budgets, schedules and scopes.
  • Determined appropriate timelines and then developed plans that would apply to project goals and objectives.
  • Eliminated project lags by inspecting work-in-progress to ensure compliance and top quality control.
  • Spearheaded project meetings with team members to discuss ongoing, planned and recently completed projects.
  • Mitigated production issue risks by identifying potential problems and taking effective action.

Confidential

Technical Support Representative

Responsibilities:

  • Supported Residential and Commercial customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Served as level-three support escalation point for 600-700 member distributed support staff.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Assisted online users via live chat, web conference and phone to resolve issues related to Internet and phone use and access.
  • Advised customers and users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.
  • Supported customers with online billing, access and account issues.
  • Monitored service orders to completion and closed service tickets.
  • Helped customers track and ship packages, responding to average of 150 calls per day.
  • Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
  • Developed and maintained technical expertise in Internet and Phone provisioning.
  • Provided real-time support to everyday users of Cable, Phone, and Internet.

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