SUMMARY

• Scrum Master and Technical Lead with fifteen years’ experience in Agile software development for a multi - million dollar global initiatives.
• Network support and process improvements by implementing steps to improve efficiency while increasing productivity and delivering cost control strategies within financial platforms and budget analysis, thus increasing revenue.
• Proven ability to succeed in business optimization implementation, operational oversight, and showcasing exceptional performance and consistent professional versatility in a variety of leadership roles.
• Proven track record of success with excellent customer and business partner satisfaction through strong interpersonal skills combined with expertise in client service management.

Areas of Expertise

• Scrum Master
• Business Analysis
• Business Process and Analysis
• Project Management
• Best Practices
• Customer Relationship Management
• Risk Management
• Strategic Planning
• Quality Control
• Programming
• Budget Analysis
• SDLC

PROFESSIONAL EXPERIENCE

Agile Scrum Master

Confidential, Durham, NC

Responsibilities:

• Confidential to Fidelity Charitable as a Scrum Master
• Lead two development teams one a BAU team utiling responsive design encompassing mobile devices and the other a new feature team
• Facilitate Scrum ceremonies and perform one-on-ones with multinational, distributed team
• Encourage and sustain innovation sprints among teams and escalating issues
• Daily use of Jira for project planning, oversight, and metrics review

Business Analyst

Confidential, Mebane, NC

Responsibilities:

• Confidential to ABB as a Business Analyst
• Creating test data and performing QA on models for lighting and power panels

Scrum Master/Business Analyst

Confidential, Raleigh, NC

Responsibilities:

• Confidential to IBM as a dual-hat Iteration Manager (Scrum Master) and Business Analyst
• Lead a development team and then moved to lead a new operations team where I also served as Support Manager
• Facilitate all Scrum ceremonies and perform one-on-ones with multinational, distributed team
• Identify and remove impediments creating a more effective working environment for the team utilitzing Jira
• Building relationships with product owners and stake holders facilitating interaction with the squad
• Encouraged and sustained innovation sprints among team members and escalating issues when necessary
• Implement new ServiceNow system to operations team
• Performing business analysis for application rewrite and engage with external product development vendor
• Facilitate meetings and elicit information for product with multiple product owners
• Engage and facilitate meetings with external vendor performing product development

Business Analyst / Scrum Master

Confidential, Raleigh, NC

Responsibilities:

• Engaged and interviewed clients, determined requirements, and identified needs
• Created use cases and business rules to customize Confidential for new clients
• Implemented Agile concepts and Scrum ceremonies like sprint planning, retrospectives, etc.
• Facilitated clear and effective cross-team organizational communication
• Successfully reduced burden of Agile training cost on the organization
• Acted as organizational change agent by introducing and encouraging adoption of agile methodology

Application Support Analyst

Confidential, Morrisville, NC

Responsibilities:

• Scrum Master role: Facilitated meetings with separate functional units and introduced Agile concepts
• Built and developed a new, internal helpdesk for DevOps environment
• Provided first level triage and routing to second level departments
• Business Analyst role: Built new process flows, publicized documentation in Confluence
• Negotiated with clients for timing and resolution expectations, update progress in Jira and ServiceNow
• Reduced breaching tickets from 6% of total tickets in half to 3%
• Data Analyst role: Exported and analyzed ServiceNow data and computed metrics for management reports
• Added responsibility; Security Admin - maintained roles and permissions in Okta and ServiceNow

BizOps / Scrum Master

Confidential, Durham, NC

Responsibilities:

• Developed and lead Scrum/QA teams, coordinated, offered guidance, and removed impediments
• Worked with the stakeholders, customers, and users in identifying and documenting all works
• Provided leadership and coordinated project groups of developers for Scrum/QA teams
• Tracked progress through Jira and created documentation and reports in Confluence. Involved in SDLC.
• Business Analyst role: Improved existing work process flows to reduce total time by 20% through analysis
• Team Leader provided mentorship and coaching for Agile team; created an effective working environment
• Created and refined training documentation, reducing onboarding from 1 month to 2 weeks
• Orchestrated and executed deployment coordination, facilitated meetings and provided leadership, track projects
• Drove metrics related to SASHA (BPMN) application, researched and provided solutions for efficiency gains

BizOpsWeb Developer / Team Lead

Confidential, Durham, NC

Responsibilities:

• Advanced to Team Lead in 2014; initiated programming standards and performed code reviews
• Created and ran short-term Scrum projects within department Agile practices, tracking progress in Jira and Excel
• Engineered workflow process models for phone agents
• Engaged with interdepartmental teams, inquired on goals, recommended solutions, and drove process improvement
• Implemented process improvement and reduced code review from 3-4 hours to 1 hour
• Performed onboard of new team members through one on one training; designed new learning materials
• Product Owner role:Created engineering documents for Dev team, encompassing objectives and acceptance testing

Business Analyst

Confidential, Cedar Rapids, IA

Responsibilities:

• Engaged and interviewed clients for enhancements, defined requirements, created use cases and user stories, while reduced risk and maintained budget; tracked projects through to completion and assisted with strategic planning
• Conducted second level support, defect management, and managed enhancement requests
• Scrum Master role: Conducted sprint retrospective meetings
• Created and managed quality assurance procedures for regression testing and UAT including documentation
• Facilitated technical pre-sales calls, provided advice and options while reducing data and confidentially risk
• Involved in all parts of the SDLC, Analysis/Design, Testing, Deployment

Consultant / Technical Instructor

Confidential, Cedar Rapids, IA

Responsibilities:

• Maintained client data along with kept unclaimed property data compliant
• Answered client questions related to compliance and state regulations, performed in-house training classes with end clients, and performed consulting services for Professional Services that resulted in billable work
• Performed face-to-face and web-based training for clients; created custom lesson plans for client retraining

Technical Support Analyst

Confidential, Cedar Rapids, IA

Responsibilities:

• Performed in-house system upgrades/support of systems; created and maintained documentation, performed QA
• Trained internal clients with Confidential products as well as ad hoc training for external clients
• SME resource for product teams as well as support team members; mentored other support representatives

Consultant/Support Representative

Confidential, Cedar Rapids, IA

Responsibilities:

• Contract support representative working on unclaimed property package Confidential .
• Analyzed inbound calls and emails for support of application.