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Lead Agile Coach for Enterprise CRM transformation. Responsible for driving agile standardization across all teams in CRM portfolio during initial transformation. Standardized team agile practices, dashboards, metrics reporting across the portfolio. Coached on and supported SAFe principles and effective PI planning prep and execution. Trained and coached RTE, leadership, portfolio team and development teams on agile best practices. Created and ran portfolio Agile Community of Practice to provide agile community across teams.

Agile Portfolio & Program Lead for Risk & Controls (R&C) value stream. Standardized all agile practices across the portfolio and onboarded R&C portfolio into Jira Align. As Release Train Engineer (RTE), manage S2s, S3, PI planning, OKR development and management, and all other Portfolio and Program events and activities. Coach across levels to drive agile maturity and standardization. Manage a team of 5 Agile Delivery Leads who provide agile and chief of staff support to 3 development teams and 8 operational teams. Provide L2 and L3 support for Jira Align and drive Jira Align standardization across Capital One. Recognized as Top 10 of all Tech interviewers 3 years in a row for Agile Job Fit and Behavioral interviews. Develop and support the 5 Agile Delivery Leads/Scrum Masters on my team through strong people leadership skills. Volunteer as an Agile Gosu (SME trainer, with 75+ volunteer teaching hours in last 2 years), Agile coach and mentor to executives, new Scrum Masters and other agilists across the organization. Behavioral and Agile Job Fit interviewer certified, and celebrated as a Top 10% Interviewer 3 years in a row.

Agile Delivery Lead for Tech SOX Governance (TSG) LOB. Release Train Engineer for TSG Agile Release Train (ART). Scrum Master for multiple Agile teams within TSG, including SOX Compliance Operations, Digital Analytics & Automation, Data Transformation and Machine Learning development teams. Volunteer as an Agile Gosu, Agile coach and mentor to new Scrum Masters and agilists. Behavioral and Job Fit Interviewer Certified.

Managed successful Agile transformation effort for Digital Analytics team. Successfully onboarded two brand new Agile teams (Scrum and Kanban). Coached team and executives on Agile methodology, practices and tools.  Defined and implemented multiple reporting dashboards to enable team metrics reporting and customer transparency.  Functioned as Product Owner during Agile transformation to research and create product backlog of 1500+ JIRA issues.  Defined and implemented team norms and team building activity.  Lead process discussions on report justification and duplication remediation and drive improvements.  Actively participate in Agile community of practices and top contributor to forums to share knowledge and coach fellow associates across the enterprise.

Delivered robust agile story business requirements to internal and vendor development teams to enable enterprise rollout of Remedy ITSM solution. Managed full stack view of Request Management portal requirements from definition to testing to production certification. Resolved implementation issues through cross functional and cross process team work. Delivered and managed both internal and vendor stories for new features and enhancements.

Agile Product Owner for program. Responsible for process design and improvement, enhancement and production issue story development, end to end process monitoring, incident and problem management, and all daily operational management duties of the customer experience survey process for the enterprise. Coordinated technical team and LOB roadmaps and prioritized and synchronized work between internal teams and survey vendors. Responsible for all survey process status, issue and resolution communications across the enterprise.Designed and managed implementation of automated process monitoring/alerting tool (Metric Insights) which reduced time to monitor out of control conditions by 90% while improving depth of monitoring. Managed move to email DMARC authentication to protect customers from fraudulent emails and enabled monitoring via Agari toolset to ensure deliverability. Third Party Management team lead, responsible for ensuring vendor audit success. Obtained Scrum Master certification and drove agile team improvements.

Re-engineered Email Operations monitoring and reporting processes for Event Based Messages (EBM) and Alerts, enabling a single system of record for all customer directed emails, SMS and mobile notification messages. Designed and executed automation of EBM data collection/processing which cut manual process time from ~4 hours a day to ~15 minutes while reducing risk of data errors. Automation included detailed daily metrics pushed to LOBs, providing visibility into the volumes delivered to their customers. Documented RACI for EBM email decommissioning process. Identify EBMs in violation of legal and ADA compliance issues. Re-designed monitoring process and perform daily monitoring of all digital channels to proactively identify customer impacting issues. Generate critical to quality metrics to enable timely and accurate weekly and monthly management reporting. Responsible for metrics dashboard definition and continuous improvement. Enabled in depth historical analysis and ad-hoc reporting for all digital channel trigger and delivery metrics. Managed deep dive analysis into statistical control limits for daily Partnership email/SMS alerts and campaign volumes to define reporting to identify out of control conditions for manual review. This replaced existing daily manual review process of all items, reducing time to review and identify issues from ~3 hours a day to ~1 hour a day, greatly impacting SLA compliance. Created detailed process maps and procedures for enhancements to digital messaging processes. Perform daily email DMARC (SPF/DKIM) monitoring via Agari toolset to ensure deliverability. Created metric reporting views in Adobe SiteCatalyst.

Business Analyst (BA) for Enterprise Service Level Management, Request Management Catalog, and Maximo Systems Administration and Performance workstreams. Responsible for Maximo tool requirements definition and documentation. Facilitate daily meetings with Process Design Leads, Operations Team Leads, Technical Analysts, on-shore and off-shore development teams, and Quality Assurance. Interface with Incident, Problem, Change, Asset and Configuration Management teams.

Managed Midrange Server Decommissioning MBF (Management By Fact). Facilitated inter-divisional Decommissioning Process meetings and documented current process state and opportunities for improvement. Process designer for Tactical Midrange and Mainframe Decommissioning Process. Project lead for Server Deracking Project that resulted in 200+ unused servers being removed from data centers to save resources. Process designer for target state process for Reclamation Factory, enabling re-use of critical assets within the midrange server environment. Responsible for all data analysis and determination of critical assets. Produced reporting identifying midrange server classifications that enabled CEO views of their server environment to drive decisions. Managed Reclamation Factory MBF and performed handoff to process owner and senior management, enabling a cost avoidance savings of over $500,000. Managed Network Pre-provisioning MBF, enabling accurate and timely provisioning of network services to prevent customer delays. Documented current state process maps for End to End IT Asset Management Lifecycle. Mapped root causes and opportunities for improvements to ensure critical items produced from voice of customer gathering were addressed. Designed and executed monthly data accuracy sampling plan and provided accuracy metrics for Operations Scorecard.Senior team member for Request Management global enterprise front end application. Responsible for new Maximo requirement story development via the iterative AGILE process. Implemented standard procedures , enabled automation, and documented process/procedures to enable repeatable, measurable results. Responsible for on-boarding new teams and products onto Request application. Managed level 2 and level 3 Incident queue and interfaced with external vendors for timely restoral of service globally.

Managed Configurable Asset Lifecycle Project to successful remediation of application to server mapping, ensuring 49 million dollars in midrange server assets was properly accounted to the proper lines of businesses for charge back purposes. Responsible as project manager for meeting aggressive target dates for ServiceCenter implementation for eight simultaneous on-boarding projects. Project manager for Problem Management DFSS and Technology Problem Management Process Excellence. Tasked with data reporting and statistical analysis using Excel and Minitab, tollgate deck creation, meeting facilitation, and briefing of process owner prior to tollgates. Responsible for supplying Hoshin updates to senior management on Process Excellence as well as managing and updating the Technology Problem Management Control Plan and monthly metric tracking deck. Responsible for process governance and oversight of multiple process managers . Analyzed data and worked with line of business process managers to address data quality and metric performance issues as well as Problem Management Process issues within their departments. Facilitate monthly status meetings to resolve issues as well as document and track resulting improvement plans.Project Lead for identification, reporting and removal of confidential data in ServiceCenter incident and problem tickets. Responsible for monthly confidential data sigma metric reporting and facilitated Confidential Data Focus Group to define requirements. Managed relationship between Governance and Information Protection teams. Created automation requirements for confidential data reporting. Performed continuous process improvement on identification, reporting and removal of confidential data in system of record.

Certified as Six Sigma Green Belt, reducing the number of non-problem inbound calls to the Technical Support Help Desk with an estimated annual savings of $260,000. Presented analysis and received all approvals from Master Black Belt (MBB), champion, coach and finance. Problem Management Process Manage By Fact (PMP MBF) core team member. Facilitated the Problem Management Process Forum. Backup for all internal project management duties related to business continuity.Responsible for defining and documenting new processes and identifying improvements to existing processes for Technical Support Help Desk. Perform root cause analysis and impact analysis for senior management decision support. Worked with vendors, trainers, help desk personnel, and enterprise technology teams to define processes for moving from Tivoli to ServiceCenter. Managed the Knowledge Management process. Designed and managed end-to-end process that enabled the acquisition, organization, and availability of knowledge content for live agent and automated support activities, resulting in cost savings to the enterprise. Led team that moved all mission critical knowledge to a managed server for business continuity.

Project Manager for BmS Operations Center. Handled multiple and simultaneous mission critical projects. Responsible for project management of North American Remedy roll out. Managed the Operations Center Help Desk for BmS NA. Implemented operational procedures and documentation standards to increase response time and user satisfaction. Consolidated 3 BmS NA Help Desks into a single primary Support Center. Implemented procedures for software licensing reporting and compliance. Initiated and defined standards for purchasing equipment. Coordinated BmS Internship Program, managing 20 technical interns in three locations. Hand picked by BmS Director to manage desktop support merger transition between Doubleday and Book-of-the-Month club. Managed a 15 member desktop and network support call center for 1500 users in three locations during merger transition.