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.