SUMMARY

• 10 years of overall IT experience wif over 8 years of experience inIT Project Management, Agile Scrum Master, Planning, Monitoring, Operations Management, Quality Management, Team Management, Information Security Management and Resource Optimization.
• Core Competencies - Overall Project Management, Client Management, Change Management, Incident Management, Risk Management, People Management and Agile Methodologies.
• Successfully Completed Green Belt, ITIL V3, Scrum Master, Helpdesk Manager Certifications and a trained PMP Professional.
• Data Analysis, Reporting and ensuring the Organizational Quality and Security Standards are met are some key responsibilities handled.
• Proficient in managing & leading teams for running successful process operations, experience of developing procedures and service standards for business excellence.
• Expert in driving the adoption and enforcement ofScrumrules, removing impediments and fostering self-management.
• Sound knowledge on Agile project methodology: DailyScrum, Sprint demo, Sprint Retrospection, Sprint Planning.
• Proactive in approach to ensure the deliverables are met and overall customer satisfaction is achieved.
• Reviewing Stakeholders expectation on regular basis and review the action plan to resolve any challenges/concerns.
• Possess excellent interpersonal, communication and organizational skills wif proven abilities in team management, customer relationship and Project Management.
• A thorough professional wif a proactive attitude, capable of thinking in and out of the box, generating new design solutions and ideas.
• Provide guidance and resources to manage all aspects of professional development by facilitating appropriate training, coaching and collaborative performance feedback.
• Ensure appropriate processes are being followed by the team members which helps in optimization and enhancing the overall delivery excellence
• Be the first point of contact/SME for any escalations or issues dat impact the customer. Involve the necessary teams to normalize the disruption.

CORE COMPETENCIES:

• Project Planning
• Information Security Governance
• Compliance and Privacy Procedures
• Risk Assessment/Management
• Training and Awareness
• Issue Management
• Incident ManagementAgile Scrum Master & Coach
• Risk & Vendor Management
• Resource Allocation & Management
• Sprint Planning / Iteration Management / Release Planning & Retrospective & Backlog grooming & Team Velocity
• Business Continuity and Disaster Recovery Planning

PROFESSIONAL EXPERIENCE

Confidential

Agile Scrum Master

Responsibilities:

• Provided Assistance as scrum master to teams - Clarity PPM (Project Management Tool) CSM (Cloud Service Management).Coordinate and collaborate wif product owners to ensure the product backlog is refined and prioritized.
• Provide guidance and resources to manage all aspects of professional development by facilitating appropriate training, coaching and collaborative performance feedback.
• Work collaboratively wif employees; may become actively involved, as required, to meet schedules, business objectives and resolve problems. Exercise judgment wifin defined procedures and policies to determine appropriate action.
• Facilitating Scrum Ceremonies:Sprint Planning, Stand ups, Sprint Demo, Retro, release planning.
• Backlog Management: Balance workload or points in a given sprint based on velocity and ensure collaboration.
• Road map Planning:Understands and assists in sprint planning to correspond wif roadmap and current projects
• Working wif the Scrum teams to commit to a sprint wif a prioritized backlog, Ensure stories are completed dat were committed to in a given sprint.
• Ensure smooth transition of stories from Sprint through Demo to the Systems Integration Testing resources.
• Communicate and report effectively wif Developers, Project Managers, Business Consultants, and Leadership wif regards to meeting our commitments and goals.
• Ensure team members has a clear understanding of expectations (roles, responsibilities and deliverables).Effectively identify and address impediments and team conflicts and escalate accordingly.
• Monitoring daily burn down reports and daily story progress. Communicate and report effectively wif Developers, Project Managers, Business Consultants, and Leadership wif regards to meeting our commitments and goals.
• Work wif Production Support to validate and resolve Production defects passed back to development team.

Confidential, Titusville

Scrum Master/ Manager Operations

Responsibilities:

• Worked wif the sustaining engineering teams dat worked on the iconnect and irep applications. Coordinated wif the product owners and helped monitor the back logs.
• Drive adoption and enforcement ofScrumrules, removing impediments and fostering self-management. DailyScrum, Sprint demo, Sprint Retrospection, Sprint Planning are some activities dat are part of the job role.
• Proactive approach to ensure the deliverables are met and overall customer satisfaction is achieved. Review Stakeholders expectation on regular basis and discuss day to day matters and issues, publish action plan to resolve any challenges/concerns.
• Working wif the Scrum teams to commit to a sprint wif a prioritized backlog, Ensure stories are completed dat were committed to in a given sprint.
• Ensure smooth transition of stories from Sprint through Demo to the Systems Integration Testing resources.
• Communicate and report effectively wif Developers, Business Consultants, and Leadership wif regards to meeting our commitments and goals.
• Ensure all Staff follows SOPs as laid out by Management.
• Maintain constant communication wif other Tiers: Hardware Operations, Tier 2, Client Operations Resources, Confidential Account Team across the globe.
• Ensure fluidity of interactions wif other tiers (Escalations, etc. Ensure all relevant Operational data is reported on and Analyze Operational Data and take corrective action.

Confidential, Titusville

Assistant Manager Operations

Responsibilities:

• Responsible in assisting the Operations Manager in managing engineers and assisting wif all operational functions related to providing Support Services to user base as well as managing and maintaining the relationship wif several client contacts.
• Act as Primary contact for several clients contacts. Obtain client input and develop a monthly call forecast and ensure staffing is aligned to the forecast.
• Develop Client Dashboard presentations, analyze data, and provide process improvement recommendations to clients.
• Participate in all internal client reviews and external client dashboard meetings. Facilitate Confidential operational planning for upcoming client business events (re-alignments, expansions, new application launches, new services, etc)
• Deliver monthly account business reports. Business reports include, but are not limited to client service trends (call volume & patterns, hardware service demands, training needs), process improvements, training needs, revenue growth, and business opportunities
• Facilitate development, internal review, and client delivery of Statements of Work for incremental business.
• Liaise wif the Management in the GOC and US to understand all upcoming changes to the environment (new application releases, sales force expansions, realignments, etc.)
• Assist the Operations Manager in preparing the team for each change event (review training program, ensure understanding of new SOPs, troubleshooting scripts, targeted QA, etc.)
• Provide status to the Operations Manager and US Based Management team as projects move forward.