Senior Scrum Master - Claims Modernization Working with multiple Agile teams to update and overhaul the Insurance claim space.

LEAD SCRUM MASTER: Coach and support team of 7 Scrum Masters to implement best practices, support delivery health, and program iteration success. Train Java Developers in Agile methodology with SAFe framework emphasis. SLO reporting and ODC initiative process creation. KEY COMPETENCIES: AGILE, SERVANT LEADERSHIP, COMMUNICATION, TEAM DEVELOPMENTRecognized by USAA as leader of high performing teams ● Completed assignments reliably, at sustainable pace while highlighting top performers● Developed paradigm shift to help team understand Agile mindset● Reformed and refined standard operating procedures to bring team to full potentialKEY COMPETENCIES: JIRA, AGILE, REPORTING, CONTINUOUS PROCESS IMPROVEMENT, ANALYSISImproved Leadership reporting comprehension and retention through improved process ● Created JIRA query to assist team in pinpointing all rollover stories● Composed JIRA report to analyze correlation of rollover to missed deadlines and feature revision● Designed robust, streamlined dashboard, including information all 6 Deposit Experience teamsKEY COMPETENCIES: ORGANIZATION, LEADERSHIP, SOFTWARE DEVELOPMENT Delivered USAA and SoftWorld contractual Service Level Objectives (SLO), reporting bi-weekly to program leaders● Deciphered contract to recognize required SLO items● Authored easily updated and accessible Wiki template for use by all teams● Influenced Leadership buy-in through process and Wiki template explanation

SCRUM MASTER: Led JIRA governance and reporting process revamp for improved PO, CPO, and Executive understanding. Provided expertise coaching for all JIRA usage.KEY COMPETENCIES: AGILE, STRATEGY, LEADERSHIP, RESEARCH, ANALYSISUncovered dependencies and instigated early planning within Connected Technologies division● Educated internal and external partners on Big Room planning● Analyzed simple use case to illustrate interconnection of technologies and encourage clear expectations● Generated dependency map to classify timelines and priorities KEY COMPETENCIES: VENDOR MANAGEMENT, TRAINING, COMMUNICATION, ADAPTABILITYIntegrated Vendor Management team into department-wide Agile journey● Introduced basics of Agility and Scrum ceremonies ● Leveraged Retrospectives to shift behaviors while capitalizing on existing strengths ● Adopted hybrid Scrum/Kanban approach to better-suit workload and expectationsKEY COMPETENCIES: COMMUNICATION, TEAMWORK, CONFLICT RESOLUTION, VENDOR PARTNERSHIPS Increased rate of smooth deliveries by repairing relationship with external partners ● Determined consistent pattern of late deliverables from vendor● Arranged meeting to pinpoint and discuss root cause of issue● Forged new working relationship with vendor as partnership

AGILE COACH: Provided coaching to newly formed teams on Agile methodology and initial transformation. Educated C-Suite Executives on Agile, its benefits, and its impact on organization. Managed budgets of up to $15M. Created in-house reporting structures to allow improved data access.KEY COMPETENCIES: BUDGETS, AGILE, COACHING, PERSISTENCE, PERSUASION Generated way for Infrastructure Team to visualize workflow and better understand delivery lag● Collected all work from Infrastructure team for JIRA entry● Highlighted dependencies and timelines to pinpoint specific product issues● Encouraged team to be open-minded and overcome initial Agile revulsionKEY COMPETENCIES: TRAINING, COMMUNICATION, LEADERSHIP, ADAPTABILITY, SUBJECT MATTER EXPERTISEAmplified new Scrum Masters’ confidence through greater understanding of Agile methodology● Provided explanation of teaching manual example vs. real-world scenarios● Guided team members through common issue solutions and overcoming obstacles● Continued to provide mentorship post-training as SME

•AGILE COACH/SCRUM MASTER: Redefined and streamlined Agile ceremonies company wide. Steered all executive reporting, project implementation strategy, along with team breakdowns, staffing, and business focus priorities. Managed teams focusing on financial technologies, digital relationship management, and back end enterprise projects.KEY COMPETENCIES: PROJECT REALIGNMENT, CROSS-FUNCTIONAL LEADERSHIP, TIME MANAGEMENT, PRODUCT TESTINGReined in 6-month overdue project, reduced delivery time to 2 weeks late, with customer testing up from 15% to 100% ● Spearheaded Agile principles framework reintroduction● Engaged sales staff and account managers by soliciting feedback● Ensured testing team was not pressured into early release

• Managed a comprehensive IT Project that includes infrastructure, PCI compliance and marketing• Led teams of 8-12 IT professionals• Pioneered the introduction of daily Scrums, Sprint planning, and backlog grooming meetings in a newly created Waterfall project management system• Steered all executive reporting, project planning and implementation, as well as deploying new developments• Managed team on eCommerce interface and functionality• Budgets ranging up to 1.5 million

• Managed IT data services projects with a focus on federal reporting and comprehensive capital analysis• Project Budgets ranging up to 1.2 million• Instituted an organization wide Agile transformation, with transitions to Kanban and Scrum methodologies• Led securitization program for Partner Relations and New Business Teams, which reduced partner onboarding time from 4-6 months to 3-5 weeks• Headed full Scrum team initiatives within multiple departments

• Initiated and implemented Scrum methodology as a Project Coordinator• Coordinated operations and operational staff for a large data center migration and infrastructure project.• Established a new systems development life cycle (SDLC) and adapted business practices to allow for data center migration of multiple Fortune 100 clients.• Created SOPs for change management and acted as the vendor manager, conducting SLAs, billing reviews, and contract negotiations.• Completed an in-house production deployment automation tool reducing production deployment times by 80% and resulting in the automation of over 40 manual tasks.

• Assisted with incoming network troubleshooting and issue resolution with network outages, DNS, and new circuit provisioning for business clients.• Conducted quality assurance measures on support tickets, reduced ticket cleanup time by nearly 90%.

• Supported all internal applications for an end user base of 35,000. • Used Citrix, RDC, and Windows system admin tools to administer warehouse machines and proprietary applications for smooth operation of multi-billion dollar business.• Remotely managed mobile applications for laptops and handheld inventory scanners.