Ernest Hatfield, Csm Email & Phone Number

Atlanta Metropolitan Area

OfficeSpace Software’s innovative and intuitive platform simplifies everything for the hybrid workplace, from the desk and room booking tools employees want to the data and space usage insights that companies need. At OfficeSpace, I facilitated the development organization’s agile transformation as the Scrum Master for 4 internationally distributed teams. I provided guidance and coaching to developers and product stakeholders that facilitated a cultural shift to an enthusiastic Agile mindset. Additionally, I served as JIRA administrator, managing organizational permission schemes, team process workflows, and field configurations.

Duluth, Ga

NCR Corporation is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. At NCR, my servant leadership fostered cross-functional collaboration for multiple award-winning software teams who supported the MyNCR customer portal. My drive for continuous improvement and seamless collaboration established effective processes for prioritizing feature delivery from a variety of different product stakeholders. I proudly served as a champion for agile best practices within the IT Services Division, providing mentorship and learning sessions to numerous teams and individuals.

Roswell, Georgia

Core Security provides leading-edge cyber threat prevention and identity governance solutions to help prevent, detect, test, and monitor risk. At Core Security I served the dual role of Sr. Documentation Specialist and Scrum Master, leading teams who created Access Insight; a product which utilizes a proprietary data analytics engine to identify access risks and drive governance controls. My leadership and collaboration skills helped guide teams of primarily Junior Software Engineers through Agile Development best practices while providing mentorship and facilitating continuous improvement.

Greater Atlanta Area

Endeavor Telecom, now a OnePath Company, was an established leader in the deployment of information technology and telecommunications solutions throughout North America. Its focus was providing field installation, repair, maintenance, order fulfillment, and outsourced support services to telephone companies and information technology solutions providers. My contributions in a variety of operational and management roles saw the company more than quadruple in size during my tenure. Most recently I leveraged my process improvement skills implementing quality control mechanisms and authoring documentation to support field service installations.

Greater Atlanta Area

In this role, I provided hands-on mentoring to employees and field engineers to ensure best practices regarding established operational processes in support of Endeavor’s field service installation services. I was also responsible for the company’s internal and external communications efforts, including composing press releases and features for 70+ editions of the external company e-newsletter, which was published online and distributed via email to over 29,000 recipients per month.

Greater Atlanta Area

Directed a team of 2 Team Leads and 30+ employees in Account Management and Service Provisioning departments.- Mentored team of 10 Account Managers who handled project management and customer advocacy duties.- Reduced frequency of staff quality errors 12% by actively monitoring staff metrics, performing root cause analysis, and implementing corrective action plans. - Succeeded in on-boarding and serving as direct Project Manager for 8 new customer accounts.

Greater Atlanta Area

- Coached and tracked productivity metrics for 2 Team Leads and 15-20 Field Operations Coordinators.- Implemented inbound-call prioritization process that reduced customer and field engineer hold times by 18%.- Influenced a 15% increase in departmental efficiency through implementing an urgency-based tasking system.

Greater Atlanta Area

- Oversaw the productivity quotas and established a daily tasking matrix for team of 15+ Field Operations Coordinators.- Responsible for ensuring team met contractual Service Level Agreements (SLAs) for all customers.

Greater Atlanta Area

Scheduled and coordinated customer installation / maintenance dispatches with subcontracted telecom/IT installers within Endeavor’s Service Provisioning Department.