Mark F Alberts, PSPO

ad3nmx@r.postjobfree.com LinkedIn 847-***-****

PRODUCT OWNER

Results-driven Agile Product Owner with a proven track record of delivering high-impact products that drive business growth and customer satisfaction. Experienced in using agile methodologies to lead cross-functional teams to ship quality products. Skilled in translating customer needs into actionable requirements that drive product development and innovation. Has a deep empathy for different stakeholders and strives for the ultimate customer experience. Proficient in managing product roadmaps, leading strategy discussions with stakeholders and facilitating product demos to both technical and non-technical audiences.

SKILLS

●Strengths: Scrum, Kanban, Scrumban, Product Management, Product Vision and Strategy, Backlog Refinement and Prioritization, User Research and Validation, Continuous Improvement, Roadmaps, KPIs, Feedback Loops.

●Business Understanding: Revenue Forecasting, Market Analysis and Research, Budget Management, Competitor Analysis, Business Requirements Gathering, Data-driven Decision Making, Stakeholder Management

●Technical Skills and Tools: Jira, Confluence, Trello, Miro, Teams, Slack, Low-fidelity Wireframes, INVEST Criteria User Stories, Office 365, Figma

PROFESSIONAL EXPERIENCE

CareerAI

Product Owner October 2023 - Present

●Drove and managed product strategy, vision, and roadmap for an AI based platform, resulting in an increase in user retention and a 15% increase in recurring revenue.

●Managed product backlog by tracking progress and ensuring alignment with product goal and business strategy.

●Led cross-functional teams in the development of user stories, wireframes, and prototypes, resulting in higher shared understanding and collaboration.

●Performed quality assurance testing on product features, analyzes feedback and user data, and creates user stories to validate action plans and product enhancements.

●Drove the development of product roadmaps in alignment with Agile Scrum practices, prioritizing features based on business value and user needs.

Finchloom – Westlake Village, CA (Remote)

Support Technician May 2023 - Present

●Answered priority 1 outage calls via Nice CXone and triaged to appropriate groups via ServiceNow and Microsoft Teams.

●Engaged on-call engineer and followed up with client to ensure site functionality.

Options Group (Citadel Securities) - Chicago, IL

Product Analyst (Contract) May 2022 - March 2023

●Proficiency in the efficient triage of product backlog on Kanban board, as well as the monitoring, scheduling, and tracking of real-time trading system jobs, utilizing Cerebro, Perforce and ZapAgg software solutions.

●Utilized strong analytical skills to track performance metrics, and drive data-informed decision-making, resulting in improved product quality and customer satisfaction.

●Spearheaded the development of a comprehensive workflow for ticket issuance and streamlined hiring procedures. Facilitated the onboarding process for new employees by creating informative documentation packets in Confluence, covering 40 critical topics, including system access.

●Championed the adoption of Agile Scrum principles within Jira & Confluence applications, configuring and implementing these principles to enhance the productivity and efficiency of the production environment.

The Judge Group (Northern Trust)

Business Analyst (Contract) Jan 2022 - April 2022

●Delivered comprehensive technical support for report applications to both clients and strategic partners, ensuring their continued satisfaction and effective utilization of our services.

●Collaborated seamlessly with cross-functional teams, initiating and documenting ServiceNow tickets for any reported issues. Conducted in-depth root cause analysis and actively contributed to the resolution process to enhance efficiency and minimize downtime.

●Maintained a meticulous record of support interactions and resolutions, contributing to the development of a robust knowledge base in ServiceNow. This valuable resource facilitated quicker issue resolution and provided clients with self-help options.

Proliant, Inc - Naperville, IL

Payroll Analyst August 2019 - Jan 2022

●Efficiently resolved 150 client exceptions in payroll and timesheets, collaborating cross-functionally for speedy solutions and client satisfaction.

●Elevated customer experience through exceptional service for SaaS applications, acting as a crucial client liaison for effective communication and satisfaction.

●Contributed significantly to integrations, streamlining processes, and taking on managerial responsibilities, ensuring seamless implementation.

●Played a pivotal role in promoting consistency, documenting best practices, and actively pursuing process optimization, demonstrating commitment to service excellence and staying abreast of industry trends.

●Demonstrated advanced technical proficiency by quickly becoming a subject matter expert in Novatime and Attendance on Demand (both SaaS), resolving complex payroll and application issues while providing remote access.

SurePayroll - Glenview, IL

Application Support Analyst September 2017 - August 2019

●Aided Account Managers in determining site issues by prioritizing the tickets in Salesforce CRM and managing database changes via SQL, including employee and company SQL tables regarding payroll and tax information.

●Enhanced customer experience by providing exceptional service for SaaS applications, serving as a key client liaison for communication and satisfaction.

●Utilized Agile principles within Jira for site upgrades and hotfixes in partnership with developers and business analysts.

●Championed consistency, documented best practices, and drove process optimization, showcasing unwavering commitment to service excellence and staying updated on industry trends.

ADDITIONAL EXPERIENCE

APPLICATION SUPPORT ANALYST / AUTOMATIC DATA PROCESSING - ELK GROVE VILLAGE, IL 10/2015 - 06/2017

LEVEL II ENGINEER / SUNDOG - DEKALB, IL 05/2015 - 10/2015

FIELD SERVICE ENGINEER / COMPUCOM, INC - HUNTLEY, IL 06/2014 - 05/2015

TECHNICAL SUPPORT ANALYST / ABS ASSOCIATES, INC - SCHAUMBURG, IL 05/2013 - 06/2014

TECHNOLOGY ACCOUNT ANALYST / MOTOROLA MOBILITY - LIBERTYVILLE, IL 01/2001 - 03/2013

EDUCATION & CERTIFICATIONS

●Bachelor of Science: BUSINESS MANAGEMENT, ILLINOIS STATE UNIVERSITY

●Professional Scrum Product Owner I (PSPO)- Scrum.org

●Agile Masterclass, Product Owner Foundation, User Stories Masterclass - Agile Academy

●Certified Agile Professional (ICP)- ICAgile

Contact this candidate