● Scrum Master for multiple cross-functional software development teams delivering cloud-based technology solutions● Process expert, helping to educate the team in Scrum, XP, Kanban, and SAFe to ensure the SAFe framework and Agile process is being followed.● Responsible for tracking work status and managing issues and risks, including financial analysis, evaluation of progress/quality/costs, developing action plans to address gaps or risks, adherence to compliance and procurement processes, and problem resolution● Responsible for building and leading high-performing teams, including building a strong product owner, sponsor, solution lead, stakeholder, vendor, customer, and team relationships● Facilitate continuous improvement/growth plans for the team in several domains, such as DevOps, Operational Excellence, Customer Experience, and use of Customer Insights

● Identified, developed, and evaluated alternatives to meet business requirements using SAFe and LEAN practices. Coordinated with internal and external business partners in developing and enhancing systems, processes, and procedures.● Developed business design documentation based on sponsor/customer requirements to effectively and accurately communicate project specifications to project partners.● Developed, coordinated, wrote, and implemented plans to test business and functional processes during business system development and quality assurance testing.● Developed and administered documentation of projects, recommendations, and implementation procedures. Communicated project outcomes in a clear and effective manner to necessary parties in the business areas and other customer areas.● Performed requirements testing through the development of comprehensive test plans, execution of the test plan, documenting any problems encountered, and approved the changes for implementation and promotion.

● Identified, developed, and evaluated alternatives to meet business requirements using SAFe and LEAN practices. Coordinated with internal and external business partners in developing and enhancing systems, processes, and procedures.● Developed business design documentation based on sponsor/customer requirements to effectively and accurately communicate project specifications to project partners.● Developed, coordinated, wrote, and implemented plans to test business and functional processes during business system development and quality assurance testing.● Developed and administered documentation of projects, recommendations, and implementation procedures. Communicated project outcomes in a clear and effective manner to necessary parties in the business areas and other customer areas.● Performed requirements testing through the development of comprehensive test plans, execution of the test plan, documenting any problems encountered, and approved the changes for implementation and promotion.

● Managed a team of 4, consisting of 2 Senior Trainers responsible for instructional design and delivery, 1 Training Coach responsible for call monitoring and coaching, and one Senior Analyst responsible for knowledge content management● Hired, fired, managed, coached, and led trainers, directing a move to the scenario and game-based learning for support personnel● Developed, delivered, and critiqued training materials for multiple diverse products● Orchestrated a move from outdated knowledge management practices to a well-defined KCS certified process● Managed a QA Analyst, re-launching a quality assurance program that improved customer satisfaction scores by 15% over 6 months

● Conceived and led the implementation of new technology automating multiple areas that resulted in reduced costs and handling time● Managed a team of 18 Help Desk Analysts of varying technical levels providing 24x7x365 coverage for a worldwide employee base, as well as external client support● Incident Management / BMC Remedy Product Owner - liaison between business and IT acting to ensure process standards were followed to meet OLA and SLA compliance for both internal and external impacting incidents● Key contributor and decision-maker for integration of multiple ticketing systems into a single solution● Coaching/development of Analysts with metric definitions and analysis; consistently meeting or exceeding goals● Processed documentation/shift left focus; improved First Call Resolution Rates from 18% to 55% over my tenure

● Supervised 18 Help Desk Analysts of varying technical levels providing 24x7x365 coverage for a worldwide employee base● Responsible for employee development and coaching● Designed, documented, and trained on processes in a number of areas supporting software upgrades, system migrations, and hardware installations● Acted as a liaison between technical teams, support analysts and end users for numerous projects● Responsible for analyzing and reporting on key metrics and interpreting the data to close gaps and improve service offerings● Focused on innovative thinking & improvement of end users experience across the global employee community

● Monitored and evaluated Technical Support Analysts in their front-line service and troubleshooting for a variety of software and hardware products● Coached Analysts on a variety of issues from soft skills in dealing with clients, generalized problem solving skills and specific product and interface related troubleshooting● Designed/implemented multiple training programs and quality initiatives for 3 departments in various key areas● Managed implementation of multiple software upgrades● Designed, documented and updated processes in a multitude of areas with a focus on innovation & cost savings

● Provided first level technical support for inbound incidents and Service Requests from end users and client IT staff.● Maintained end to end responsibility for customer’s support needs providing timely, reliable, and courteous service.● Participated in and adhered to all SOP's and handling of Incidents and Service Requests.● Assisted with the development and improvement of work instructions, procedures, standards and documentation.

Responsible for regular call frequency on assigned retail accounts to meet sales obligationsMaintained published freshness standards in all assigned retail accountsRequired to manage daily, weekly, monthly and quarterly reports such as itineraries, expenses, etc.Periodically provide feedback regarding A-B and competitive market dataResponsible for maintaining up to date records via mobility unitsWorked with all departments to resolve customer issues (e.g. NSF collection, deliveries, etc.)Charged with daily decisions regarding retail inventory levels using past sales history, reports, etc.