-Organize and coordinate actions and communications across customers, partners and internal SMEs to address critical customer issues.-Provide regular executive level written and verbal reports.-Ownership of driving progress and resolution of customer’s critical issues across support, engineering, and product management.-Encourage team work in quickly formed teams to solve complex customer problems.-Utilize lessons learned and retrospectives to promote organizational change.-Facilitate clear communication and transparency across functional organizations. -Manage customer expectations and communication for high priority / high severity issues.-Evaluate progress of issues and identify process waste and blockers, removing them for knowledge workers.-Quickly identify creative solutions to complex customer problems.-Promote trust and inclusion in customer problem solving sessions.

Identify and resolve complex business problems by gathering and analyzing information, formulating and testing hypotheses, and developing and communicating solutions. - Train Management, Agile and Kanban teams, and Scrum Masters in all aspects of Agile including SAFe practices. - Facilitate and guide team lift off sessions and provide weekly verbal and written status reports. -Coach, train and mentor Scrum Masters and Product Owners - Creation and adoption of Agile team metrics tracking and KPIs.

Coaching, educating and training in Agile Scrum and Kanban - Led transformation of two software teams to Scrum and Kanban. - Conducted training and coaching on Agile events and behaviors, user story writing and feature development. - Implemented and administered Jira and necessary coaching and training modules. - Educated and coached executive leadership, management, and staff on Agile transformation. - Documented Agile, Scrum, and Kanban best practices guide for Scrum Masters and Product owners. - Conducted successful “Agile Hours - Come, Learn, and Share” sessions of 50 to 100 staff members.

Coaching and training teams. Leading a team of Scrum Master as the Scrum of Scrum Master.- Trained 25 teams and coached more than 100 Managers, Agile teams, and Scrum Masters in all aspects of Agile methodologies including SAFe practices. - Coached Scrum master principles for multiple teams supporting large, strategic, customer-facing projects. - Originated tools including Jira and CA Agile Central (Rally) and implemented metrics and KPI tracking. - Managed project budget and organized evolving project objectives. - Co-led organizational-level Agile Community of Practice.

- Transitioned 3 teams from Waterfall to Agile including training, coaching and tool implementation. - Customized healthcare Salesforce instance tracking patient-clinician interactions. - Led team migration to Agile Scrum framework and CA Agile Central (Rally). - Administered Salesforce reporting and dashboard creation. - Facilitated Scrum ceremonies for multiple teams.

Scrum Master for Electronic Communications Compliance technology team that implements compliance retention technology solutions.- Led Kanban and scrum team- Facilitate daily stand ups, backlog refinement, retrospectives- Conduct team training and coaching on story writing and agile processes- Conducting regular Agile maturity progress for management- Utilizing Jira for sprint management including advanced reporting and data plane reports- Regular reporting of team metrics and velocity- Familiar with Actiance Vantage and Socialite, EVault

Project manager / Scrum master- Facilitated daily standups, backlog refinement, sprint planning, sprint retrospectives for team working in Enterprise Salesforce environment- Saleforce Force reporting and dashboard creation- Built agile team from ground up including process and support case management- Improved sizing methods that allowed for timelines to be brought in 8 weeks- Implement project management practices, including day-to-day management of tasks, coordination across teams, prioritization and risk mitigation- Requirements gathering and business analyst tasks- Management and executive status reporting - Creation and ongoing reporting of team performance metrics and velocity- Working collaboratively across geographically dispersed teams- Developed Salesforce tracking dashboard and managed Saleforce cases queue- Coordinate and schedule all User Acceptance Tests (UAT)- Utilize Rally software for sprint management and reporting- Tools: Service Now, Rally, Jive Mojo, Open Office- Acceptance and verification of reports in Business Objects

Software Quality Transformation (SQT) is a Cisco-wide initiative that is focused on making Cisco's software quality best-in-class, improving the customer experience and supporting Cisco's business goals.Business Analyst / Communications Lead-Educated team and client on Agile best practices and processes leading to improvements in client relationship-Created User Stories (requirements) in the Agile product backlog based on client input-Facilitated backlog refinement-Improved sizing estimates by introducing a new estimate technique significantly reducing scope slip-Rally administrator responsible for setting up projects and user administration-Created product User Guide, FAQs and Video on Demand (VoD) training series for new services and tools-Developed tools and services wiki-Responsible for all document creation and management for the URC tool including product release notesDefect Containment and Prevention Program Manager– Promote Phase Containment best practices: Unit Test, Code Review, Static Analysis, Code Coverage for both new code and bug fixes.– Offer metrics that can assist engineering managers in evaluating the effectiveness of the adopted processes and practices.– Documenting best practices collected across Cisco to improve the quality of software releases.– Ensure adherence to root cause analysis (RCA) for found defects.– Conduct weekly meetings with the DCP leadership team– Setting agendas and discussion priorities– Tracking action items and deliverables– Creation and maintenance of the team Webex Social page and all documentation.– Analyzing CDETs and Quality Improvement Plans for Business Unit engagements.– Team Inclusion and Diversity lead

Major, Minor and Engineering release transition readiness, Business Analyst-Document enhancements and product requirements from the product backlog, including creating User Interface mock-ups and design specifications, in Rally-Work cross functionally with product management, service activation, and service delivery to prioritize defect and enhancement for the RMS Platform in product backlog (integrated system of NMS and Customer Support tools to enabling Managed Services of Customers) - Investigated, prioritized and created requirements documents for defects and enhancements-Planned, executed, and reported on User Acceptance Testing (UAT) activitiesLarge Storage Migration, Project Manager - Managed migration of 100,000+ files between two systems - Developed migration specification to better organize team files and folders comprising of approximately 10,000 lines of directory and file mapping between legacy and new systems - Implemented permissions structure to comply with Cisco Infosec security policies and GRC audit recommendations - Developed training material, VOD and documentation outlining new directory and folder structuresLarge customer system migrations- Developed migration process and documentation for customers and internal users for system migration - Identified significant data integrity issues affecting revenue and billing. Efforts resulted in a 'Above and Beyond' award by cross-functional manager and identification of large revenue opportunities. - Created and maintained complex migration project schedule that included 180 plus customers, schedule and detailed customer data across 3 different systems - Development and distribution of multiple corporate branded templates for communication and external customer announcements oIdentified key issues and risks proactively preventing potential customer satisfaction issues - Managed customer impacting issues and issue resolution

- Managed end to end customer activation of Remote Management Services (RMS) for TelePresence customers- Excelled in Project management activities such as creating and maintain project schedules, meeting notes, and updating action item register- Worked cross functionally with DCN team on circuit setup, and engineers on remote monitoring- Initiated and implemented automation changes resulting in increased efficiency in the activation process- Created and utilized new reports to ensure seemless activations- Developed team SharePoint site- Lead team initiative to move projects to Cisco Project Central (CPC) including team project templates- Co-created CPC team management roll-up reports- Participated in multiple cross function process improvement teams- Self-driven initiative to automate customer documentation to improve efficiency and customer satisfaction

Responsible for cross functional teams including client, engineering, quality assurance technical writing, finance and marketing - Managed projects with budgets in excess of $1.5 million, with a staff of 35+ - Consistent success rate in keeping projects on time and within budget - Lead and organized global cross-functional teams that launch major/minor, engineering and spot patch releases - Successfully managed key client relationship, consistently exceeding client expectation - Approval and oversight of product requirements documents, system functional specs, scope documents, project plans and weekly status reports - Managed customer and client beta testing - Proactive collaboration with IT in strategic planning of global server migration - Coordinate support and bug resolution on a day to day basis - Received several CAP awards for process improvement initiatives