Christopher Leblanc Email & Phone Number

Boston, Ma, Us

Boston, Ma, Us

Waltham, Ma, Us

Authored a Peer Feedback Process for the Tribe's engineers that provided quick, valuable technical peer feedback and helped engineers to understand if they were promotion-ready. In a 3-month period, 30+ engineers volunteered to go through the Peer Feedback Process and 9 engineers were promoted as a result.Guided engineers with complimentary skills to self-form into squads (in Waltham and Tunis, Africa). The squads that were formed were longer lasting and happier than previously formed squads.Through observation, I identified the need for education on creating small, valuable increments of work within the Tribe. After some education, I held working sessions where Product Owners would help each other breakdown their work into small, valuable, customer focused increments.Co-created an impediment promotion process for the TechOps Tribe & training on how to spot impedimentsHelp servant leaders more deeply understand their roles by conducting Roles and Expectations sessionsHelp squads to leapfrog from Forming and Storming into Norming through Squad Norming sessions 1:1 coaching

Waltham, Ma, Us

Became the original member of Team Odyssey after modelling the role of the Scrum Master for the organization. Because of this modelling, the VP of technology created a new Chapter of Scrum Masters for the organization (Team Odyssey).Mentored 3 out of 6 new team members allowing them to have a better rapport with our engineers and leadership.On-boarded new members to the team and created an on-boarding program for new team members once hired.As part of Team Odyssey, I facilitated and coordinated several Story Mapping sessions with 10+ teams of engineers and leadership. The result of these sessions would be the breakdown of large Epics into smaller end-to-end increments of work. Through slicing the work end-to-end, the teams were able to prove out the system backbone before major features were implemented.Actively interviewed and was part of the decision process with new hires on the team.

Waltham, Ma, Us

*Agile Coach for Customer Experience Management Business Unit (125 people)*Lead Agile workshops. Such as: Agile Values and Principles, User Story Creation / Work Decomposition, Scrum Practice - Roles and Responsibilities and Value Stream Mapping.*Taught and co-lead four 12-part Agile education series based on the Value, Flow, Quality education (VFQ) from Emergn.*Scaled Scrum practice across the Business Unit allowing multiple teams to swarm on one piece of prioritized work to get things to Done quicker. *Bootstrapped and taught a 4-part ScrumMaster education series to the company-wide ScrumMaster community*Lead several team self-formation workshops resulting in autonomous cross-functional teams that enjoy working together and create higher quality software quicker. The skillset mapping part the session opened up career growth opportunities for those in the session.

San Jose, Ca, Us

San Jose, Ca, Us

Scrum Master for Cisco Unified Contact Center Enterprise (UCCE), 2011 – present*Worked as Scrum Master for six concurrent teams on UCCE.*Instilled Agile discipline into Scrum teams, resulting in 4X productivity gains while increasing employee morale.*Influenced leadership team to successfully adopt Agile rituals, translating into increased cohesion within the leadership team.*Presented the value of Agile Development to Cisco President and SVPs. These presentations were filmed for worldwide distribution to promote Agile throughout Cisco Engineering.*Improved team relationships by conducting team-building exercises.*Constantly increased team velocity by instilling agile discipline, removing team obstacles, reducing team waste and ensuring that the User Story backlog is groomed and sized.*Created a culture of focus resulting in self-managed teams.Scrum Master for Cisco Customer Voice Portal (CVP), 2010 – 2011*Transitioned four Waterfall Software Development teams from the ground up into Agile Software development. *The CVP product was then transitioned to India. I coached the teams remotely, then travelled on-site to coach new India Scrum teams and Scrum Master in Agile disciplines.*Coached junior Product Owner with roles and responsibilities enabling Product Owner to create a well-groomed and prioritized backlog for current Product Release. *Regularly reached outside the company to bring Agile best-practices into our Agile Software Development processes.

San Jose, Ca, Us

*Worked as Java Developer on Cisco’s industry leading IVR product called Customer Voice Portal (CVP). The CVP Call Server is an Enterprise Web Application that runs on Tomcat or IBM Websphere capable of routing 800 simultaneous phone calls using SIP. *Responsibilities included server-side Java development, implementing call routing using the SIP protocol, implementing the ability to perform a Hook-flash transfer using SIP and the ability for CVP to perform Post-Call Surveys for customers calling the Contact Center. *Primary developer for the CVP installer. *Implemented the streaming audio feature for CVP and the Global Element Search feature in the Eclipse plug-in based Cisco Call Studio using Java. *Responsibilities included User Interface Design, System Design, Implementation, Project Management, On-site Customer System Testing, Training.

San Jose, Ca, Us

Software Engineer, 2004 – 2006Worked as a Developer on CVP. Initial work involved converting the web-based Administration tool from ASP using IIS to JSP using Tomcat. Primary developer for the Interactive Voice Response (IVR) system in CVP. Software Engineer, 2003 – 2004Worked as a Java Developer on Unified Cisco Contact Center Express (CCX). Led effort to create new installation and configuration tool for CCX. Implemented server side APIs in Java enabling remote configuration. Software Engineer, 1999 – 2003Worked as a Java Developer on the Cisco Collaboration Server (CCS). This involved designing and implementing new features on CCS. The work involved creating a new routing mechanism for the system to choose a chat agent for a pending customer. Work was both client-side and server. Developed in Java, Javascript and HTML. Implemented the Call WrapUp feature on the CCS Agent Desktop. Led effort to system test the solution. Designed and implemented new features on the client-side administration tool.