Braedan Kahn Email & Phone Number

• Starting 2022, serves as Product Owner for company's Payments platform and gateway, processing $40 billion annually, growing the company's highest revenue.
• Entrusted as Product Owner in 2020-2021 for company's foundational on-premise enterprise product with cloud integrations and 400+ clients.
• Delivered enterprise product's first major release in 10 years, maintaining 2nd highest revenue in the company.
• Provides input into Product Management's portfolio strategy and financial business cases.
• Lead cross-team Agile Guild that fosters Agile culture and shared practices.
• Proposed to VPs a department wide Agile immersion and training program to unify our approach to product development.

Phoenix, Arizona Area

• Achievements:
• Entrusted as sole BA, Scrum Master, Product Owner, and UX designer on division’s highest priority CapEx projects of $2+ million.
• Saved over $850K in costs and decreased project’s level of effort by 25% through keeping team focused on MVP.
• Created 650+ user stories and 54 epics/features implemented to date delivering on business goals and clients’ needs.
• Closed 900+ user stories to date, ensuring adherence to team working agreements and definition of done.
• Served as Scrum Master on up to 3 teams at once and responsible for sprints & progress of 10 prior projects.

Phoenix, Arizona Area

• Achievements:
• Achieved 96.5% defect detection rate in 2012 during development and deployment to new Azure cloud platform.
• Submitted 83 system and usability improvements implemented by Product Development for their business value.
• First non-developer in division to serve as Scrum Master for PD team and facilitated all sprint related meetings.
• Cut the number of production bugs by half in 2014 compared to prior year for multi-tier ServicePoint platform.
• Created test coverage matrix and maintain documentation for test cases, regression testing, and post-upgrade testing.

Phoenix, Arizona Area

• Accomplishments:
• Brought on full time and promoted to lead a team of level 1 support engineers.
• Drove down team’s case reopens to 1-2% and increased first contact closure to 45-55% with a client sat of 94%+.
• Member of committee that implemented department goals and action plans to increase operational efficiencies.Primary responsibilities:
• Managed the training, coaching, performance, and workload of a tier 1 team.
• Served as an escalation point for unresolved tier 1 system administration issues & inquiries and escalate as needed to Tier 3 for later escalation to Product Development.

Phoenix, Arizona, United States

• Accomplishments:
• Created the most knowledge articles in the department, encouraging client self-help and improved troubleshooting.Primary responsibilities:
• Provided system administration of client environments by troubleshooting complex software & hardware functionality, application server setup, database management, data analysis, operating system, network connectivity.

Phoenix, Arizona Area

• Managed daytime operations of 45 tier one tech support and customer care agents with 1200-1700 calls per day.
• Championed ASU Help Desk $4 mil/year contract resulting in more services: Classroom Support, HR, and Operator.
• Performed data analysis regarding root cause analysis that drove changes to client and internal processes.
• Gathered client requirements for new & existing technical services for implementation of support procedures.
• Ensured quality implementation of new Remedy web implementation for complete cross client incident tracking.
• Served as operational point of contact for clients such as ASU, BELL eLearning, and Pima Community Colleges.

Tempe, AZ

• Primary responsibilities:
• Provided first-level customer support for ASU computing accounts, online services, anti-virus, e-mail, and network communications via email, phone, and walk-in support.
• Identified and reported a wide variety of problems to second-level support groups.Accomplishments and on-going projects:
• Participated in projects for quality assurance and testing of new applications and online services such as PeopleSoft.
• Served as a Help Desk liaison to Tier 2 support groups including Blackboard Learn, Email, and Tempe Campus' Desktop Support in order to provide more effective support.
• Created 2 proposals regarding business processes to management, prompting change in outage reporting procedures.

Computer Information Systems

3.0 GPA with 126 credit hours. Admitted to the W.P. Carey School of Business professional program. Software proficiency gained through.

Associate, General Studies, High Distinction: 3.64 Cumulative Gpa

Activities and Societies: Dean's List, and Phi Theta Kappa Honor SocietySoftware proficiency gained through courses: CSS, HTML.

Associate Of Arts - Aa, Arts, High Distinction: 3.64 Cumulative Gpa

Activities and Societies: Member of Dean's List and Phi Theta Kappa Honor SocietySoftware proficiency gained through courses: CSS, HTML.

Sql

Classes taken: Introduction To SQL Azure and Mission Critical Confidence using Microsoft SQL Server 2012. Certificates available upon.