Led Agile transformation efforts for Data Warehouse/Business Intelligence development teams, resulting in improved team collaboration and increased project efficiency.Facilitated daily stand-up meetings, sprint planning sessions, and retrospective meetings to drive continuous improvement and delivery of high-quality products.·Coached and mentored cross-functional teams on Agile principles and practices, helping them to embrace the Agile mindset and achieve project goals.Managed backlog refinement, prioritization, and sprint execution, ensuring timely delivery of user stories and features.Collaborated with product owners, stakeholders, and development teams to define project scope, requirements, and acceptance criteria.·Implemented Agile frameworks and tools such as Scrum, Kanban, and Jira to streamline project management processes and enhance team productivity.Facilitated team dynamics and fostered a culture of transparency, accountability, and continuous learning within the Agile team.Identified and resolved impediments that hindered team progress, protecting them from distraction and ensuring smooth and efficient delivery of project milestones.Supported multiple scrum teams concurrently while serving several Kanban teams in a coach capacity.Facilitated a Scrum Master Community of Practice of up to 40 participants, a collaborative program enhancing the leadership and Agile skills of burgeoning Scrum practitioners.

Managed the process to restore normal service operation as quickly as possible to minimize the impact to business operations during unplanned IT service disruptions (Incident Manager). Provided communication and coordination during critical incidents to ensure swift resolution. ITSM Process Lead and trainer for Incident, Problem and Change Management.Process SME for Support Readiness planning.ServiceNow and Rally SME, User Group and CoP member.Quality monitoring of incidents and problems to ensure proper resolution.Daily operational reporting of system performance and production support issues.Conducted problem management deep-dives and provided executive level reporting.Collaborated with cross-functional teams, enhancing communication and collaboration.Culture Ambassador - promoted and embodied the organization’s core values and mission.

Responsible for overseeing and directing the daily operations of the IT help desk team of 7 to ensure timely, accurate, and efficient support for more than 500 dental practices across Arizona and California.Worked closely with cross-functional teams, including IT infrastructure, cyber security, and clinical support teams, to ensure alignment with Western Dental's operational and strategic objectives.

Led IT help desk team of 12 technicians, assigning tasks and ensuring quality customer service.Developed and implemented training programs for new help desk technicians on the company's systems and procedures.Provided technical support to users in person, over the phone, and via remote desktop.Monitored help desk ticketing system, escalating and resolving high-priority issues in a timely manner.Collaborated with other departments to troubleshoot and resolve complex technical issues.Documented procedures and troubleshooting steps to create a knowledge base for help desk technicians.Analyzed help desk metrics and generated reports to identify areas for improvement.

Managed IT help desk team of 12 technicians, assigning tasks and ensuring quality customer service.Developed and implemented training programs for new help desk technicians on company’s systems and procedures.Provided technical support to users in person, over the phone, and via remote desktop.Monitored help desk ticketing system, escalating and resolving high-priority issues in a timely manner.Collaborated with other departments to troubleshoot and resolve complex technical issues.Documented procedures and troubleshooting steps to create a knowledge base for help desk technicians.Analyzed help desk metrics and generated reports to identify areas for improvement.

Developed and implemented a structured IT help desk for a home health management agency.Established and document help desk processes, best practices, and escalation procedures.Trained and managed a team of help desk specialists to provide consistent, high-quality technical support.Served as a point of escalation for complex support issues, providing hands-on troubleshooting as needed.Collaborated with software development, QA, and product teams to address recurring technical issues.Ensured help desk readiness for new software releases and updates.Provided regular reports on help desk performance, identifying trends and opportunities for enhancement.