Results-oriented COO with a passion for inspiring teams to achieve operational excellence. Proven track record of fostering innovation and driving sustainable growth in dynamic technology environments. Experienced in aligning cross-functional teams, optimizing processes, and leveraging data-driven insights to achieve strategic objectives. Committed to building a culture of continuous improvement and empowering individuals to reach their full potential.

Managed team and ensured Agile principles were followed. Coached and mentored team and organization on correct Agile/Scrum practices and values continually. Built rapport with team members to allow for issues to be discussed without blame, retribution, or judgement and assisted with correcting issues, making solid decisions, and resolving conflicts. Maintained Jira and team metrics. Served as mentor to team members, assisting with growth to higher levels of maturity and self organization.Coached the team on the transition from waterfall to Agile (Scrum, Kanban and SAFe)Led daily stand ups, coached staff, and built psychological safety among organization, promoting culture of open, honest direct communication with an eye towards continuous improvement and Agile maturation.Taught WSJF prioritization methodologies

Managed team and ensured Agile principles were followed. Coached and mentored team and organization on correct Agile/Scrum practices and values continually. Built rapport with team members to allow for issues to be discussed without blame, retribution, or judgement and assisted with correcting issues, making solid decisions, and resolving conflicts. Maintained Rally and team metrics. Built out testing framework and facilitated GCP Migration test execution.● Served as mentor to team members, assisting with growth to higher levels of maturity and selforganization.● Coached the team on the transition from SAFe to Scrum● Led daily stand ups, coached staff, and built psychological safety among organization, promoting culture of open, honest direct communication with an eye towards continuous improvement and Agile maturation.● Mentored the team in the value of peer and mob programming.● Created a safe space for experimentation and empowerment for the Scrum Masters● Maintained Agile and Training documentation in SharePoint for Scrum master’s and the broader organization.● Curated a full Scrum training guide for the Scrum master’s to use as they coach/train their teams● Supported the contract as the Account Manager for the firm ensuring a healthy client relationship.● Implemented the Agile community of practice within the program accelerating the learning and communication between teams.● Championed and hosted Agile Coffee Hour once a month with the broader team bring forward important topics like communications and story pointing best practices.● Coached and mentored Sr leadership on best practices for communication, organizing work and creating environment of safety.

Managed team and ensured Agile principles were followed. Educated team and organization on correct Agile/Scrum practices and values continually. Built rapport with team members to allow for issues to be discussed without blame, retribution, or judgement and assisted with correcting issues, making solid decisions, and resolving conflicts. Maintained JIRA, rally expertise, and team metrics.● Served as mentor to team members, assisting with growth to higher levels of maturity and self-organization● Ensured alignment in vision, scope and process by coordinating with Release Train Engineers on program readiness● Organized and attended quarterly sync events and participated in Release Management exercises, allowing all Scrum teams to gain awareness and identify opportunities to avoid waste and misalignment● Led daily stand ups, coached staff, and built psychological safety among organization, promoting culture of open, honest direct communication with an eye towards continuous improvement and Agile maturation● Lead the Scrum Master team in communities of practice, book clubs, Agile maturity models, coaching, mentoring, running retrospectives and career pathing● Created and managed weekly, and PI reporting requirements● Served as primary Jira, Confluence and Align admin● Maintained Agile documentation in Confluence for Scrum Masters and the broader Agile Release Train● Facilitated open conversations on areas of weakness and growth as part of the Culture Champions committee● Project Managed the switch in Fax providers for the company from Genesys to Opentext in under 30 days● Coached the dev team to release 144 features in 7 months● Helped team improve their delivery variance from 32% down to 6% in a year

Served as Scrum Master ensured Agile principles were followed. Educated team and organization on correct Agile /SAFe practices and values continually. Built rapport with team members to allow for issues to be discussed without blame, retribution, or judgement and assisted with correcting issues, making solid decisions, and resolving conflicts. Maintained JIRA, served as coach to all levels of the organization. ● Served as mentor to team members, assisting with growth to higher levels of maturity and self-organization.● Served as primary coach for SAFE execution as the SPC (SAFe Program Consultant) ● Organized and attended quarterly sync events and participated in Release Management exercises, allowing all Scrum teams to gain awareness and identify opportunities to avoid waste and misalignment.● Served as support for Project Management Organization in preparation for product launches ● Screened and interviewed new Product Owners, Scrum Masters and Release Train Engineers● Facilitated Contact Center Summit with our vendors to improve our communication, transparency and problem solving as a collective whole.● Managed contracts including pay outs and invoice verification

Managed a team of 10 employees and ensured Agile principles were followed. Educated team and organization on correct Agile /SAFe practices and values continually. Built rapport with team members to allow for issues to be discussed without blame, retribution, or judgement and assisted with correcting issues, making solid decisions, and resolving conflicts. Maintained JIRA, served as coach to all levels of the organization. ● Served as mentor to team members, assisting with growth to higher levels of maturity and self-organization.● Served as Enterprise Coach and mentor in a highly regulated environment (GxP, ISO900, Nist, CFR 21 Part 11)● Offered thought leadership as Solution Train Engineer (STE) ● Served as primary coach for SAFE execution as the SPC (SAFe Program Consultant) ● Organized and attended quarterly sync events and participated in Release Management exercises, allowing all Scrum teams to gain awareness and identify opportunities to avoid waste and misalignment.● Served as support for Project Management Organization in preparation for product launches● Owned and maintained roadmaps for Agile Transformation● Drove attrition rate from 25% annualized down to 1% in six months

Managed team and ensured Agile principles were followed. Educated team and organization on correct Agile /SAFe practices and values continually. Built rapport with team members to allow for issues to be discussed without blame, retribution, or judgement and assisted with correcting issues, making solid decisions, and resolving conflicts. Maintained JIRA, served as coach to other Scrum Masters.● Served as mentor to team members, assisting with growth to higher levels of maturity and self-organization.● Served as RTE Coach and mentor during SAFe roll out● Offered thought leadership as Release Train RTE (Release Train Engineer) ● Served as primary coach for SAFE execution as the SPC (SAFe Program Consultant) ● Organized and attended quarterly sync events and participated in Release Management exercises, allowing all Scrum teams to gain awareness and identify opportunities to avoid waste and misalignment.● Served as support for Learning and Development with the launch of Jira Portfolio for SAFe

As the Scrum Master, I managed two diverse, remote teams and ensured Agile principals were followed. I continually mentored and educated the team and organization on correct Agile/Scrum practices and values. I built rapport with team members to allow for issues to be discussed without blame, retribution, or judgement and assisted with correcting issues, making solid decisions, and resolving conflicts. Maintain JIRA, Rally expertise, and team metrics.My Key Accomplishments Were: Served as mentor to team members to assist with growth to higher levels of maturity and self-organization. Coordinated with Release Train Engineers on program readiness. Organized and attended quarterly sync events and participated in Release Management exercises. Active participant in Community of Practice with Cox. Lead daily stand ups, coached staff, and fostered psychological safety among the organization.

I was tasked with providing application users with technical support including logging and tracking identified system problems through resolution. I mentored and trained new and existing users on Salesforce. My Key Accomplishments Were: Participated in user acceptance training including creating test plans and cases. Played a key role in all phases of RFP creation and evaluation. Completed the preparation of Business Review Documents (BRD) prior to launches, user stories, user cases, data flow diagrams, assumptions, and CRM approval documents. Served as primary department stakeholder in Salesforce.com roll out

I worked alongside Support Management in developing statistical analysis to track staff performance metrics and product issue trends and identify solutions for improvements. Additionally, I oversaw change management of support staff including privilege settings, email distributions, IT requests, and organizational chart.My Key Accomplishments Were: Collaborated with team to create QA forms, complete 3rd quarter audit, develop Disaster Recovery and Business Continuity plans, and select and deploy contact center for client facing teams. Created and maintained KB content and Standard Operating Procedures for teams. Wrote over 1k pages for company wiki technical documentation.Entrusted to serve as primary technical contact for high profile clientele

Responsibilities:Process, document, and troubleshoot inbound client issues generated by phones calls or emails by following best practice ticket writing: Analyze and troubleshoot Problem resolution.Accurate and detailed documentation of symptoms, troubleshooting steps with results and resolution.When applicable, escalate issues to appropriate internal resources.Root cause analysis Correspond with clients and/or 3rd party providers to follow up or obtain additional troubleshooting infoExtensive knowledge of DDC's products.Learn and utilize DDC's support tools, processes and procedures.

I held multiple positions at Microdyne Outsourcing. They are the following:DELL BUSINESS SALES DIVISION CUSTOMER SERVICE TEAM MANAGERDELL BUSINESS SALES DIVISION CUSTOMER SERVICE REPRESENTATIVE LEVEL 2 TRAINERDELL EXTENDED SERVICES SALES REPRESENTATIVE, INBOUND AND OUTBOUNDQUESTION QUEUE REPRESENTATIVE, DELL HOME SALESLEVEL 2 CUSTOMER SERVICE REPRESENTATIVE, DELL-BSD/DHACUSTOMER SERVICE REPRESENTATIVE, MSN, DELL, COMPAQTECHNICAL SUPPORT SPECIALIST, MICROSOFT, LYNKSYS, MSN I successfully cross-trained in multiple departments and performed Human Resource tasks, including hiring personnel for vacant positions and managing a team of 33. I maintained good rapport between Dell and Microdyne. I accurately processed credits, upgrades, downgrades, and training packages while simultaneously updating customer records.My Key Accomplishments Were: Actively monitored customer satisfaction ratings through NPS surveys and compliments received. Regularly monitored phone calls provided performance feedback and trained employees to ensure service level agreements and company policies and procedures were adhered to. Successfully sold warranty upgrades and extensions at weeks 3 and 48 after product purchase. Developed and implemented staff incentive programs to create positive employee morale and retention. Provided Troubleshooting for hardware installations for NIC’s, routers, hubs, switches, and modems on PCs and Macs.