Chase A. Thomas Email & Phone Number

- Guided the strategic planning process for the technical support team, utilizing iterative development insights and comprehensive data analytics to improve operational efficiency.- Facilitated effective communication between clients and support teams to ensure clarity; recorded insights that pinpointed three critical pain points, resulting in substantial improvements to the user experience within the digital testing platform.- Championed agile methodologies as the Scrum Master for both the Technical Support and ; introduced and facilitated scrum activities that boosted team productivity within two months.- Implemented structured communication channels between internal engineering and front-line staff which resulted in resolving client-reported concerns faster than previous benchmarks set for turnaround time expectations.- Created and presented thorough project reports for program status meetings, highlighting variances that increased stakeholder awareness of potential issues.- Directed cross-functional collaboration with internal technology, customer service, and implementation teams, to identify and establish operational improvements rooted in a positive customer experience.- Spearheaded thorough planning sessions for technical projects with stakeholders; clarified task dependencies, leading to an accelerated delivery speed while upholding quality standards throughout the implementation process.

Washington, District Of Columbia, United States

- Directed the execution of over 15 projects in the Technical Support division, ensuring adherence to Service Level Agreements and achieving all project milestones on schedule while maintaining customer satisfaction ratings above 90%.- Coordinated all Agile Scrum ceremonies (daily stand-ups, sprint planning, backlog refinement, sprint demos, and retrospectives), ensuring that each session achieved at least a 90% engagement rate, thereby promoting continuous improvement in the development process.- Developed and shared comprehensive project plans that strengthened alignment and collaboration across five departments, resulting in improved clarity during execution; generated reports for over 10 weekly status meetings, promoting informed decision-making among stakeholders.- Enhanced customer satisfaction ratings by 20% in 10 months through effective management of a high-profile client base and the development of clear operational guidelines for all customer-facing roles within the organization.- Investigated operational data to identify root causes of critical process inefficiencies, leading to actionable recommendations that enhanced workflow efficiency by 15% and streamlined project execution timelines throughout the organization.- Analyzed internal audit data to identify trends for operational improvements and provided insights to stakeholders, ensuring compliance with federal regulations for over 100 active Senate offices and committees.

Bethesda, Maryland, United States

- Managed more than 10 projects simultaneously while meeting strict deadlines. Conducted regular client check-ins, that strengthened relationships and resulted in a customer satisfaction score of 94% within 2 quarters.- Led three agile teams in a Scaled Agile Framework, training members on advanced Scrum practices, which bolstered communication and reduced delivery timelines by 15% in six months.- Implemented a structured approach with ServiceNow to manage over 300 monthly IT tickets monthly, ensuring compliance with established resolution time benchmarks in the service level agreement.

Washington, District Of Columbia, United States

- Coordinated the efforts of over 40 diverse technical staff to achieve corporate objectives by strategically aligning individual skills with project requirements, enhancing productivity and effectiveness across all operations.- Established a positive and collaborative work environment that aligned with Apple's values, resulting in a 15% increase in employee satisfaction and a 10% reduction in turnover.- Diagnosed and resolved over 160 complex hardware, software, network, and system issues weekly; replaced defective components promptly to ensure optimal functionality across all devices in a high volume retail environment.