Scrum Master for a cross-functional team responsible for the development, maintenance, and support of complex internal batch and online systems and applications supporting Mitchell's collision estimating and repair products.• Ensured the team understood Agile Software Development principles and adhered to Scrum theory and practices as defined in the Scrum Guide.• Facilitated scrum events and activities including product backlog refinement, sprint planning, daily scrums, sprint reviews and team retrospectives. • Collaborated with the team to establish team working agreements, outlining what is expected during their day-to-day work, providing a mechanism for team members to hold each other accountable, and facilitating conflict management.• Worked with the team to provide a safe environment where problems could be raised and resolved in a timely manner.• Worked with the team to identify and remove team and organizational impediments to enhance their ability to meet commitments and continuously improve.• Coached the scrum team in self-organization, self-management, and cross-functionality. • Coached the Product Owner and Developers in product backlog refinement.• Provided visibility to stakeholders regarding the status of work-in-progress, work completed, and work planned for future sprints.

Department Manager for a team of ten (10) Software Engineers and Data Analysts responsible for the development, maintenance, and operations of systems & applications supporting the acquisition, transformation, creation and delivery of automotive collision repair information used by Mitchell’s collision repair and collision estimating products.

Help Desk Consultant assisting companies to fine-tune their existing Help Desk solutions or implement brand new Help Desk solutions. Worked on-site at the customer’s facility while collaborating with their staff to best assess their needs.• Performed a five-day checkup of the Help Desk operation to determine the condition of the Help Desk components in terms of industry standards and current corporate status.• Provided an action plan for resolving operational discrepancies or insufficiencies, or for implementing new programs defined in earlier consulting activities.• Designed Help Desk requirements to exceed industry benchmarks and standards.• Assisted the Help Desk with the evaluation and selection of Help Desk software.

• Managed, trained, and developed staff of technical editors responsible for the development and maintenance of Estimatics data supporting Mitchell’s Collision Estimating products. • Worked with Software Engineers and data providers to develop and maintain Mitchell’s Alternate Parts Program.

Manager, Database Quality Evaluation / MitchellMatix• Received and responded to Customer Service Action Requests regarding database quality inquiries and issues affecting collision estimates. Researched issues and took corrective action to resolve them in a timely manner. • Developed test plans to validate monthly data delivery to Mitchell’s Collision Estimating products. Took corrective action to ensure issues were resolved in a timely manner prior to product release to customers.

Worked with Mitchell Parts and Labor Editorial teams and MitchellMatix Software Engineers to develop database applications supporting Mitchell’s first automated collision estimating system (MitchellMatix). Developed and maintained MitchellMatix database files and tables include the following:• Part Type Code assignments: codify and standardize parts and labor operations nomenclature across OEM parts providers.• Overlap tables enabling the automation of labor overlap calculations based on Mitchell Collision Estimating Guide Procedure Pages and vehicle specific labor notes. • Auto-Include tables enabling the automatic inclusion of refinish and additional labor operations for parts selected on the MitchellMatix estimate.• Assembly Elimination tables enabling the automatic elimination of component parts from the estimate when the assembly is selected by the estimator. • Option tables enabling the automatic adjustment of labor times based on vehicle options selected by the estimator.

Performed all collision repair procedures to ensure vehicles were restored to their pre-accident condition:• Reviewed repair estimates for completeness.• Inspected damaged vehicles for hidden or missed damage.• Disassembled parts, trim, accessories, and panels for proper access as necessary.• Replaced parts and repaired vehicles to pre-accident condition in accordance with OEM standards.• Blocked, sanded, and primed repaired areas to meet standards for refinishing.• Reassembled parts, trim, accessories, and panels post refinishing.

Performed all refinish repair procedures to ensure vehicles were restored to their pre-accident condition:• Prepared vehicle surfaces for paint application.• Applied masking paper and tape to protect non-painted surfaces.• Mixed paints to match color specifications or vehicles original colors using color charts.• Refinished vehicle to pre-accident condition following OEM standards for application.• Detailed vehicle for delivery to customer.