SUMMARY

• Project Coordinator, Scrum Master & Project Manager wif 8+ years of experience offering expert analytical skills and extensive project management experience
• Successful implementation of complete Agile framework to accelerate time to market, increase adoption to changing priorities, increase productivity, enhance software quality and improve alignment between IT and business Objectives
• Knowledge of Scrum ceremonies like Sprint Planning, Daily Scrum, Sprint Review/Demo and Sprint Retrospective, Backlog refinement, Agile Estimations
• Extensive background in Requirements gathering, conducting verification and validation sessions wif stakeholders.
• Excellent communication skills wif the ability to lead and motivate teams.
• Coordinating projects while supporting multiple processes per project management standards and guidelines.
• Bridging and structuring relationships between Business and Information Technology teams.
• Balancing strong communication and organization abilities among end - users, stakeholders and technical teams.
• Leadership in business analysis, planning, process design, implementation, and client support.
• Successful client management, client retention and customer service skills.
• Using G-suits gives privilege to create a Google document dat allows to send to every user’s needs and gather their project related information.
• Extremely detail-oriented and ability to consistently follow team procedures and documentation.
• Experience working wif ITSM and Service Now.
• Strong support knowledge of Windows desktop OS (Windows 7 & 10)
• Strong support experience wif MS Office suite and Office 365.
• Good in creating Pivot Table and V-Lookup

TECHNICAL SKILLS

Applications: Trello, Asana, Slack, MS TEAMS

Ticket Tracking Tools: ServiceNow. JIRA

Software: Eclipse 12.0, GitHub repository, Selenium 2.0, My SQL, MS Office (Word, Excel, Outlook, PowerPoint), SCCM.

Language SQL, XML:

Browsers: Internet Explorer, Firefox, Chrome, Safari.

Hardware: PCs, Laptops, Cisco Phone Systems, Printers, Routers, Modems.

Networking: LAN & VPN/Remote Connectivity, TCP/IP.

Platforms: Windows, Unix, NetWare Server

PROFESSIONAL EXPERIENCE

Confidential

Project Manager

Responsibilities:

• Managing IBM BigFix Patches list down the server owner for approval of downtime
• Creating Remediation Activities
• Generating weakly report in KPOM for customer outreach
• List down Fail over testing for technical team to Identify the fix
• Monitor Servers pending BF rebooted monthly
• Identify servers wif invalid MWS dat tracks remediation status
• Maintain a spreadsheet to identify all servers dat TEMPhas invalid maintenance window.
• Working wif higher management publish special patching notification announcement when needed
• Impacted wif Scrum duties like managing all the Scrum Ceremonies Sprint Planning, Daily Scrum, Sprint Review/Demo and Sprint Retrospective.
• Identified product and functional requirements which halped build the product plan and project scope.
• Identified potential project risks and halped developed a mitigation plan to resolve potential issues.
• Managed the insight and opinions of multiple stakeholders and halped to ensure all stakeholders agreed wif the current scope and roadmap of the product.
• Creating report to ensure application team requires to back up their servers needed to be tested.
• Maintains ITIL discipline by team wif a focus on Asset, Configuration, Change, Incident, Problem, and Release Management.
• Directly supervises employees and contract resources. Oversees the distribution, tracking & quality of work for the Servers.
• Participates in cross IT management meetings.
• Works wif senior IT management to develop and manage budgets
• Develops and maintains an upgrade and maintenance schedule for areas of responsibility includes patches, Updates and new installations to maintenance window service.
• Develops KPIs and SLA targets for measurement of service performance. Utilizes metrics to measure against targets and develop plans to maintain or improve target services levels.
• Experience working in ITIL-based incident tracking system (Service-Now).
• Understanding of network and server monitoring tools and technologies.
• IBM BIGFIX - AIX, Linux, Intel & RU servers
• Supportedproject execution by assigning and tracking tasks,gathering status updates andtrackingissues, risks, and action items.

Confidential, GA

Scrum Master/Jr. PM

Responsibilities:

• As a Scrum master/agile coach facilitated multiple teams drive planning, standups, demos, retrospectives and the execution of sprints. Removes blockers and always find the path forward in challenging situations
• Facilitate Program Increment (PI) Planning to a clearly defined PI Objectives and Iteration Goals
• Support multi-year, multi-team and multi-disciplinary technology initiatives/projects involving the implementation of core technology and security infrastructure
• Drive Architecture and UI/UX design sessions wif scrum teams and integration wif cross dependencies to foster an environment of engineering excellence, innovation and achieve reliable and scalable application design.
• Facilitate and drive PBR sessions wif Product Management, Architects/ designers, and Engineers to plan and ensure product backlog is prioritized, refined, and TEMPhas sufficient detail, so dat it is ready to be worked on by
• Scrum teams to avoid any downtime, ambiguity, or rework; assist the team in dividing user stories into more implementable sections
• Work Closely wif development teams to build and launch new products, features and programs.
• Define and organize the program, outline tenets, analyze data, drive performance improvementsand influence resource allocation for all stages of execution (from ideation to delivery)
• Keep technical debt in check ensuring teams are building using modern practices and tools.
• Cultivate operational excellence wifin teams. Ensure the systems are performing wifin service level agreements (SLA).
• Facilitate cross-functional Scrum teams dat include Product Management, Design, Engineeringand Stakeholders; identify and manage cross-team dependencies
• Installs, tests and supports assigned applications for end users.
• Excellent working knowledge of Citrix, Active Directory.
• Identify opportunities and create workflow automation for IT teams dat provide measurable increases in efficiency
• Working knowledge of the unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards
• Perform data backups and disaster recovery operations.
• Configure, monitor, and maintain email applications or virus protection software.
• Learn business processes and identify business analysis opportunities
• Analyzing business requirements and process analysis
• Understand business objective and business requirements
• Translate business requirements into functional specifications
• Translate business requests/issues into technical and business process requirements
• Developing business requirements and related business rules based on business group
• Prioritize requirements from business stakeholders
• Translate business requirements into technology solutions
• Writing business requirements for technology/software requirements
• Gather business requirements and analyze data
• Determine business requirements and specify TEMPeffective business processes
• Support business user reporting needs
• Conduct business process analysis to align information technology solutions wif the business initiatives in multiple business areas
• Understand business process management and customers' business requirements
• Improve business processes and support future business needs
• Defining business reporting requirements from end users

Confidential, Alpharetta, GA

Project coordinator

Responsibilities:

• Office 365 migration project multitasking through the day wif responsibilities including undertaking project tasks as required.
• Attend client meetings and assist wif determination of project requirements
• Use project scheduling and control tools to monitor projects plans, work hours, budgets and expenditures.
• Communicate ideas for improving company processes wif a positive and constructive attitude.
• Ensuring project deadlines are met.
• Ensure to document in Excel spreadsheet.
• Keep count of Assets and equipment deployment.
• Ensure customer satisfaction through driving our windows 10 migration Project execution excellence.
• Responsible for all migration activities and interaction wif the Project Team and Client operation support team.
• Assigning tickets to technicians for Break-fix, new Hires, replacement laptop and many more.
• Strong personal organization and time management skills wif high attention to detail
• Analyzing and resolving any issue wif tickets also assigning tickets to technicians in Service Now

Confidential, Alpharetta, GA

Test Project coordinator

Responsibilities:

• Participated in JAD sessions wif team and business units to gather both business and system requirements.
• Collaboratedwif developers and subject matter experts to establish the technical vision and analyze trade-offs between usability and performance needs.
• Participated in agilescrummeetings,kick-off meetings, daily scrum, backlog meetings, etc.
• Create test cases for manual and automated tests.
• Prioritizes test cases considering business priorities and risk analysis.
• Familiar wif SCRUM/Agile test environment procedures and processes.
• Familiar wif Java & selenium web driver, TestNG frameworks / Test Suites.
• Familiar wif application lifecycle methodology (e.g., Waterfalls, Agile).
• Strong time management and prioritization skills.
• Perform Windows 10 imaging on laptop to include encryption software and user configuration.
• QA Hardware Testing wif Multiple HP model machines
• New installation Testing, Application Testing
• Existing Installation Testing

Confidential, Dunwoody, GA

Sr. Analyst

Responsibilities:

• ITIL Processes awareness and adhering to SLA
• Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems.
• Supported business projects, creating development communication plans and providing status to Sr. Manager and Sr. Business stakeholders and project team.
• Liaison for IT - SharePoint administration to manage and archive documents and MS Office 365 administration.
• Managed Instruction Set rework because of implemented migration Change Requests.
• Setup and troubleshooting printer/faxes/copiers or phone equipment in offices.
• Performing asset inventory activities as needed.
• Create documentation for process and procedures.

Confidential, Wilmington, DE

EAM Analyst

Responsibilities:

• Responded to telephone, email, IM, and Incident Management tracking system requests for support, including problem analysis, initial resolution and/or escalation.
• Communicated wif customers regarding their issue, both verbally and by written correspondence.
• Communicated wif IT personnel to document customer issues, create assignments, and manage support requests from initial reporting through resolution.
• Provided Tier 2 troubleshooting and resolution for incidents and requests for desktops, laptops, tablets, printers, applications, and associated peripherals.
• Used the ServiceNow tracking software, to document, assign, and manage incidents and requests presented to Managed Desktops and Hosted Services by our customer base.
• Created detailed documentation for the Support Services Help Center, both internal and external facing

Confidential, Edison, NJ

IT specialist

Responsibilities:

• Log all support requests in ServiceNow and possibly resolve general and repeated issues.
• Reviewed open tickets daily, promptly following up on tickets dat has been updated by the user.
• Ensured dat initial response, ongoing communication, and resolution times were wifin established SLAs.
• Installation, maintenance and support of desktops, laptops, servers, networking gear and printers.
• Support Microsoft, business, and third-party applications.
• Assisted wif answering incoming calls to the Help Desk when volume required.