SUMMARY:

Expert level certified scrum master/product owner (PSM/CSPO) and IT eCommerce project leader with a proven record in planning and implementing successful product visions, service delivery transformation and agile project management solutions that enable strategic business objectives delivering value. Expert at identifying, analyzing, and implementing process improvement projects and solutions design. Adept at leveraging agile methodologies to drive iterative and user - centric change to an organization’s bottom line.

SKILLS AND EXPERTISE:

Agile Scrum Project Management: ITIL, IT Service Delivery, Agile, Scrum, SAFe, Kanban, PMBOK, CMMI, Business Case Analysis, Lean Six Sigma Process Improvement, Resource Planning and Development, Budgeting, Strategic Reporting, Agile Methodologies, Statement of Works, Software Development

Software: SAP, SCCM, Salesforce, Oracle, PeopleSoft, NetSuite, Hybris, G-Suite, Zenworks, Five9, Genesys, Calabrio, Jenkins, Serena, Service Manager, Service Now, Jira, Confluence, Rally, MS Project, SQL, Java, Javascript

PROFESSIONAL EXPERIENCE:

Confidential

IT Agile Scrum Master/Project Owner Consultant

Responsibilities:

• Lead scrum team’s and project manage roadmap expanding eCommerce into new North America and European markets projected to generate over twelve million dollars of additional revenue 2020
• Lead agile process improvements serving as Scrum Master/Product Owner responsible for defining product vision, trends and delivering value to current and future product efforts
• Coordinate agile transformations using scrum and kanban
• Serve as Agile Project Leader performing daily stand ups, sprint planning, sprint reviews and backlog grooming

Confidential, Chicago, IL

Scrum Master/Product Owner Agile Delivery

Responsibilities:

• Served as Product Owner responsible for defining post sale product vision, identifying trends and delivering value leading enterprise through agile transformation
• Built out agile team and ceremonies including sprint planning, sprint review, daily stand up, retrospectives and refinement
• Served as Scrum Master for ERP Solutions team while leading towards a scaled agile framework (SAFe) with a standard sprint release cadence
• Defined MVP roadmap serving as Product Owner for multi-million dollar Order to Cash automations
• Provided internal consulting and developed top talent to define and design product visions
• Developed and articulated strategic business and technical recommendations and roadmaps
• Drafted formal statements of work to optimize impact and budgets
• Worked with internal customers to document processes and requirements
• Defined user stories, acceptance criteria and partner with developers to ensure definition of done
• Led cross functional scrum team to deliver improved e-commerce customer experience

Manager, Service Delivery Process Improvement

Confidential

Responsibilities:

• Provided internal agile consulting to finance, supply chain and customer service designing business solutions
• Facilitated and owned initial discovery sessions to ensure requirements were defined and transparent
• Served as customer success manager to large external customers designing business automation improvements
• Presented recommended solutions to internal/external stakeholders
• Developed top talent and led junior process improvement managers using agile and lean six sigma framework
• Transformed support operations by leading efforts driving agile process improvement initiatives
• Achieved an estimated $170k cost reduction and $1.1MM revenue growth by driving automation initiatives

Confidential, Madison, WI

Vice President, IT Service Delivery Management

Responsibilities:

• Achieved 30% reduction in repeat system outages by leading improved problem management processes
• Drafted and created formal statements of work supporting software and hardware modernization
• Served as an internal consultant to define and implement service delivery process improvements
• Aligned business stakeholders on IT value by defining KPIs and SLAs while sharing with relevant executives
• Led major incident management and outage response teams. Responsible for timely restoration of services through partnership with global follow the sun support teams
• Led and executed organizational wide customer experience and IT initiative leveraging ITIL and Lean Six Sigma techniques
• Drove global service delivery teams by developing talent and implementing Service Now for incident, change, and asset management processes

Confidential, WI

Director, Service Delivery Operations

Responsibilities:

• Led multiple initiatives to build full ITIL processes for help desk, NOC, major incident management and service desk design
• Reduced technology expenses 28% by leading vendor contract negotiations and process automation initiatives
• Achieved a 50% reduction in IT procurement timeline through enhanced forecasting and inventory management
• Managed and developed service desk and operation support teams

Manager, IT Service Desk Management Help Desk

Confidential

Responsibilities:

• Achieved 75% increase in user satisfaction by driving service delivery transformation for process and people serving as chief architect consultant
• Partnered with the CIO to transform networking operations support with accountability for incident response teams, service delivery management and team budgets
• Managed helpdesk call center and operations support teams

Confidential, Madison, WI

IT Project/Program Manager

Responsibilities:

• Served as internal consultant/project leader responsible for leading program management and web application improvements through partnership with cross-functional teams