John Cavalieri Email & Phone Number

Greensboro/Winston-Salem, North Carolina Area

• Provide training, coaching, mentoring, and consultation to all levels within organizations engaging in Agile Transformation, or seeking to optimize their current agile processes to reduce bottlenecks that drain productivity.• Guide development teams toward better collaboration, empiricism, and an agile mindset to deliver value earlier in the SDLC.

Raleigh-Durham, North Carolina Area

• Facilitate Agile ceremonies, including Standups, Sprint Planning, Sprint Reviews, and Retrospectives.• Coach local and internationally distributed Hardware and Software Scrum Teams integrating hardware, software and firmware.• Function as Test Engineer and Release Engineer to assist in the removal of impediments and show Servant Leadership• As Product Owner: Facilitate team development of new feature requests (NFRs) and ways to improve delivering working software as an embedded… Show more • Facilitate Agile ceremonies, including Standups, Sprint Planning, Sprint Reviews, and Retrospectives.• Coach local and internationally distributed Hardware and Software Scrum Teams integrating hardware, software and firmware.• Function as Test Engineer and Release Engineer to assist in the removal of impediments and show Servant Leadership• As Product Owner: Facilitate team development of new feature requests (NFRs) and ways to improve delivering working software as an embedded member of the team. Maximizing the value created by the team. • Agile evangelist within R&D and across the company. • Introduced Kanban to Technical Services group to help visualize workflow, identify bottlenecks, and focus attentions on issues that required escalation. Show less

Mebane, Nc

• Established, refined and continuously improved technical service resource allocation, processes, and metrics throughout period of record growth. In 4 years revenue grew from under $1M to over $10M. • Detail oriented with an emphasis on installation and support excellence including technical field call center management and support, IoT web-site and app usage, user interface requirements, validation, and end user support.• Hired and coached eight person help desk supporting over 35,000… Show more • Established, refined and continuously improved technical service resource allocation, processes, and metrics throughout period of record growth. In 4 years revenue grew from under $1M to over $10M. • Detail oriented with an emphasis on installation and support excellence including technical field call center management and support, IoT web-site and app usage, user interface requirements, validation, and end user support.• Hired and coached eight person help desk supporting over 35,000 interactions per year with 85% response within 20 seconds. • Managed field support team through managed vendor relationships responding to 5,000 break-fix and 10,000 preventative maintenance cases with response times below industry norms. • Successfully managed 2 major ERP conversions (to SAP and then to Infor LN)Key achievements: Implemented first Automatic Call Distribution system to improve call response and agent productivity. Initiated IoT system that led to ARCA*Care, providing key data to identify equipment deficiencies. Show less

Research Triangle Park, Nc

• Used deep technical and field support knowledge to design and refine system processes, procedures, manuals, training programs, web pages, and other materials to support the technical response center. • Supported field engineers maintaining customer facing products such as KODAK Picture Kiosks (MS Windows-based computer imaging kiosks networked to scanners, printers, store networks, the Internet) at retail locations nationwide.

Raleigh-Durham, North Carolina Area

• Functioning as a Product Owner: collaborated on, edited, modified, and managed all Knowledge Systems (Portal) code, including design of layout user interface (UI), graphics, color schemes and infrastructure to maintain a cohesive website and communities of practice applications.• Supervised software coding and project assignments.• Developed and managed content taxonomy.• Used knowledge management metrics for monitoring utilization and analysis vs corporate… Show more • Functioning as a Product Owner: collaborated on, edited, modified, and managed all Knowledge Systems (Portal) code, including design of layout user interface (UI), graphics, color schemes and infrastructure to maintain a cohesive website and communities of practice applications.• Supervised software coding and project assignments.• Developed and managed content taxonomy.• Used knowledge management metrics for monitoring utilization and analysis vs corporate objectives.• Maintained close ties to Call Center management to regularly collaborate with end users. Show less

Raleigh-Durham, North Carolina Area

• Training programs: developed, coordinated, delivered, and evaluated for 200+ Call Center Technicians including CRM and proprietary applications, ACD system operation, customer service, technical, computer networking, chemical, health, safety and environment.

Raleigh-Durham, North Carolina Area

• Provided day-to-day leadership, performance coaching, and direct supervision for over 35 Call Center Technicians.

• Provided Call Center technical customer service assistance to Photo Lab Operators.

Greater Seattle Area

• Installed, repaired, scheduled, and performed preventative maintenance for over 30 Imaging/Photo Lab locations.

Bachelor’S Degree, Business Administration And Management, General, Summa Cum Laude

Associate Of Arts (A.A.), University Transfer, Graduated With Highest Honors