Leading two complex and dynamic teams with multiple product owners, supporting both the Avaya WFO and Infor WFM Platforms in Southwest’s Contact Center WFO and Payroll area. Leading projects as Sr. Project Manager as well as serving as Release Manager for the team.

Senior IT Scrum Master – Bank Data Analytics TeamsLed dynamic high-producing surge teams for Bank Subject Area Mart data migration project for Netezza retirement. SAM Team 1 (15 members: 14 Dev Onshore, 1 DPO) and SAM Team 2 (16 members: 13 Dev Onshore / 2 Dev Offshore, 1 DPO). Responsibilities & Accomplishments• Teams successfully completed all committed 32 Features on time within PI 29 and PI 30 Program Increments. Over 70 tables migrated to Snowflake platform.• Established Initial Scrum Cadence and Configured Rally/ Jira platforms for newly formed teams. Coached new product owner and development team members on Scrum responsibilities and processes.• Created Features and Stories with detailed Acceptance Criteria in Rally/ Jira. Defined level of effort, sizing estimates, relative story pointing, and achieved consensus on story prioritization. Managed/groomed backlog. Monitored release burn down and velocity for work completed. Actively removed impediments to blocked stories.• Facilitated daily Scrum ‘Stand-up’ meetings, as well as PI Planning, Sprint Planning, Sprint Review and Sprint Retrospective sessions. Conducted business owner demos, and followed up on business owners for story/feature approval and completion. Maintained detailed awareness of teams’ work in progress and backlog priorities.• Consistently reinforced Scrum theory and provided guidance to new Product Owner on establishing successful Agile processes and efficiencies within the teams. • Member and contributor of USAA’s Release Train Scrum of Scrums and Scrum Master - Community of Practice.

Senior IT Scrum Master – Privacy Infrastructure and Platform Infrastructure TeamsLed dynamic high-producing teams with multiple product owners: Privacy Infrastructure Team (13 members: 3 DPOs, 7 Dev onshore/3 Dev offshore); Platform Infrastructure (10 members: 1 DPO, 9 Dev onshore).Responsibilities & Accomplishments• Established Scrum Cadence and Configured Rally/ Jira platforms for newly formed teams. Coached multiple product owners and development team members on Scrum responsibilities and processes.• Created Features and Stories with detailed Acceptance Criteria in Rally/ Jira. Defined level of effort, sizing estimates, relative story pointing, and achieved consensus on story prioritization. Managed/groomed backlog. Monitored release burn down and velocity for work completed. Actively removed impediments to blocked stories.• Facilitated daily Scrum ‘Stand-up’ meetings, as well as PI Planning, Sprint Planning, Sprint Review and Sprint Retrospective sessions. Conducted business owner demos, and followed up on business owners for story/feature approval and completion. Maintained detailed awareness of teams’ work in progress and backlog priorities.• Acted as Unofficial Project Manager within Privacy Infrastructure Team for successful delivery of USAA Annual Privacy Promise (Electronic and Mail) for 13+ M members for 2020 and 2021. Conducted weekly status calls, maintained timeline, documented risks, coordinated meetings, and removed blocking issues across multiple teams.• Transitioned Platform Infrastructure team to Kanban – 5/2022

Led a complex and dynamic team with multiple product owners, supporting 15 + applications across Southwest’s Culture and Communication area. Helped manage grant platform vendor, CyberGrants, for solution enhancements, and SLA response.Responsibilities & Accomplishments• Scrum Master over high-producing development team of 10 members (2 POs, 8 onshore). Created Features and Stories with detailed Acceptance Criteria in Jira platform. Defined level of effort /sizing estimates and achieved consensus on story prioritization. Managed/groomed backlog. Monitored release burn down and velocity for work completed.• Facilitated daily Scrum ‘Stand-up’ meetings, as well as Sprint planning, Sprint Review and Sprint Retrospective sessions. Conducted business owner demos, and followed up on business owners for story/feature approvals.• Project Manager for move of all our team’s applications and data bases to new data center – WNDC. Maintained timeline, coordinating and removing blocking issues across multiple teams.• Led RFI/RFP for Email Engagement solution for Communication Services area.• Completed 2019 upgrades for PoliteMail Email Engagement platform and Fourwinds Digital Signs platform.• Built a custom HDQ Provisioning Quickbase application in lieu of upgrading outdated legacy app to new security protocol.• Acted as CyberGrant application Super Admin for application edits / support for Community Outreach Team. Completed capability definition and multi-year Outreach IT roadmap with planned integration with Salesforce application.• Reinforced Scrum theory within team and provided Agile and Scrum Master guidance to peers on how to facilitate a successful Agile process and team. • Authored detailed Business Requirements documentation.• Member and contributor for Southwest Airlines’ Agile Scrum Master - Community of Practice.• Drafted weekly status reports to IT Management.• Leveraged ServiceNow platform for incident, service request and change management.

Designed and Implemented SaaS solutions for Mystery Shop and Voice of the Customer programs (2017-18). Programs measure store operational effectiveness and customer satisfaction at various points throughout the customer journey. Responsibilities• Led Sales & Marketing, Store Operations, Enterprise Architect, IT Security, ServiceNow, Helpdesk and PMO teams, along with SaaS solution providers (MarketForce and Medallia/LRW) for requirement gathering and platform/dashboard design sessions.• Scrum Master over Business, Development and QA team of 8. Created Epics, Features, Stories with Acceptance Criteria. Defined level of effort /sizing estimates and achieved consensus on story prioritization. Managed/groomed backlog. Monitored release burndown and velocity for work completed.• Facilitated daily Scrum ‘Stand-up’ meetings, as well as Sprint planning, Sprint review and Sprint retrospective sessions. Conducted business owner demos, and followed up on business owners for story/feature approvals.• Reinforced Scrum theory within team and provided Agile and Scrum Master guidance to peers on how to facilitate a successful Agile process and team. • Authored quality project documentation, including functional and technical design specifications.• Created and managed project plans with detailed work breakdown structure.• Completed overall IT and Security analysis, coordinated user security business role governance. Implemented single sign capability with Okta application and SaaS providers. Maintained superuser file.• Led detailed data mapping sessions with Data Warehouse team for creation of customer agreement invitation file export.• Automated daily user, hierarchy and customer agreement survey invitation files via SFTP for vendor upload.• Coordinated initialization of ServiceNow platform for incident, service request and change management.

Implemented and Highly Configured Oracle Siebel Marketing CRM and UI and led business, operations, development and production support teams throughout program (2010-18). Transitioned team to Agile development methodology and served as Scrum Master since 2014. Responsibilities• Led Sales and Marketing, Store Operations, Data, IT Security, ServiceNow, Helpdesk, PMO and Development/QA teams for requirement gathering, platform design, and integration/mapping sessions. • Scrum Master over Business, Development and QA team of 11. Created Epics, Features, Stories with Acceptance Criteria. Defined level of effort /sizing estimates and achieved consensus on story prioritization. Managed/groomed backlog. Monitored release burndown and velocity.• Facilitated daily Scrum ‘Stand-up’ meetings, Sprint planning, Sprint review and Sprint retrospective sessions. Conducted business owner demos, and followed up for story/feature approvals.• Reinforced Scrum theory within team and provided guidance to peers on how to facilitate a successful Scrum process and team. • Authored quality project documentation.• Created and managed project plans with detailed work breakdown structure.• Led RFI/RFP for Siebel CRM platform selection.• Integrated Siebel with store POS system, MDM system, DW system, Informatica ESB, Lawson ERP, SAP ERP, and web lead systems [Ansira and Hybris (eCommerce)]. Managed PCI data.• Completed overall IT Security analysis, and enforced user security business role governance for correct access.• Heavily utilized POC for delivering on priority. Developed working Mobile app POC.• Created custom reports using SQL query and Oracle OBIEE. • Deployed CRM product for 18k store coworkers in 2010. • Drafted weekly status reports and bimonthly MS PowerPoint presentations.• Authored training modules and job aids.• Coordinated ServiceNow platform for incident / change management.

The $50+ million approved MAPS Modernization program (Modernization of Applications, Processes and Systems) involved the core project for custom development of a new proprietary rent-to-own POS system for the Rent-A-Center brick and mortar stores. Other program strategic initiatives, all beginning simultaneously in 2009, were as follows: new ESB, new MDM, new Invoice Match, new Product Information Management, new Price and Promotion, and new CRM. Every store business process, as well as the supporting backend processes, were captured in detail, and delivered to development teams.Responsibilities• Drafted presentations for selection of new POS platform for the executive team, including the CEO, President, COO, CIO, CFO and SVPs.• Facilitated 100+ Conference Room Pilot (CRP) sessions and follow-up meetings across all program strategic initiatives for detailed requirement gathering, analysis and documentation. Managed meeting calendar across program. • Led all RFI/RFP processes and demos for the various strategic initiatives’ vendor selections.• Managed multiple priorities in a complex technical environment.• Drafted bimonthly MS PowerPoint presentations for executive team members. • Hired and managed consultants (~20 IT, Development and QA external consultants). • Drafted new corporate PMLC/SDLC processes for the program, which were later adopted by PMO and all IT teams at Home Office.• Instituted new detailed corporate budgetary and time tracking process for external/internal resources.

Responsible for managing large, multi-dimensional Finance and HR systems projects and serving as IT Manager for the Financial Business Unit.