MICHELLE K. BERGMAN

Location: Scottsdale, AZ

Email: adxwbc@r.postjobfree.com

https://www.linkedin.com/in/bergman1995

SUMMARY and QUALIFICATIONS

Certified PMI-PMP and PMI-ACP skilled IT professional seeking an opportunity to utilize my 25+ years of expertise as a certified Scrum Master, Agile Coach, IT Project Manager, Business Intelligence/Data Warehouse Program Manager (BI/DW), Subject Matter Expert (SME), Business Analyst and Client Operations Manager in the public (non-profit, higher education) and private sectors.

Drive success while simultaneously managing multiple projects with virtual (colocated – global) teams using Agile (Scrum, Kanban, SAFe) and Waterfall Project Management methodologies. Proactively establish, collaborate and build relationships with business partners and stakeholders by identifying and finalizing scope, schedule, budget/cost, risk, communications, and procurement. Lead, support, and coach self-organizing, cross-functional teams. Facilitate and document projects to improve client solutions, support organizational strategies, increase business value and produce quality results.

oAgile Frameworks(Scrum, Kanban, SAFe) & Waterfall Methodologies

oBusiness Intelligence & Data Warehousing (BI/DW)

oClient Relations & Customer Service

oTransitions Teams from Waterfall to Agile

oBusiness and Requirements Analysis

oSubject Matter Expert (SME)

oSoftware/System Development Life Cycle (SDLC, PLC)

oDocumentation Writer (process/policy/usability)

oChange Management & Production Support

oReport writing & SQL querying & JQL

oTest Planning (test case creation, UAT)

oJoint Application Design (JAD)

oBRM & CRM Initiatives and Strategic Planning

oProgram and Project Management

oIT Software Instructor and Coach

oOperations and Service Management

oHigher Education, non-profit

oTelecommunication and billing

oVolunteer/Mentor/Fundraiser

oMobile application development

EDUCATION and CERTIFICATIONS

oAWS Certified Cloud Practioner: In Progress

oProfessional Agile Leadership I (PAL I): 2022

oCertified IT Infrastructure Library (ITIL) Foundations 4: 2019

oIBM Agile Champion: December 2018

oIBM PMI-ACP Facilitator (H2): 2018

oIBM Agile Thought Leader: 2018

oIBM Design Thinking Practitioner: 2018

oIBM PMI-ACP Facilitator (H1): 2018

oIBM Agile Achiever: 2018

oIBM Agile Advocate: 2017

oIBM PMI-ACP Facilitator (NB): 2017

oIBM Agile Explorer: 2017

oIBM Associate Project Manager: 2016

oPMI-ACP: Agile Certified Practitioner 2006234: 2017

oPMI-PMP: Certified Project Management Professional 1845210: 2015

oVMEDU.com: Scrum Fundamentals Certified (SFC) 82472: 2015

oSCRUM.org: Certified Scrum Master (PSM I): 2015

oCertified IT Infrastructure Library (ITIL) Foundation v3: 2013

Master of Science in Technology: M.S., Eastern Illinois University, 2002

Certified in Work Performance Improvement: M.S., Technology Certificate – Eastern Illinois University, 2001

Bachelor of Arts in Liberal Arts & Sciences: B.A., University of Illinois Urbana-Champaign, 1995

EXPERIENCE

Northwestern Mutual Investment Services, LLC (NMIS) REMOTE: 2019 – present

NM’s Infrastructure and Cloud Services (ICS) division is tasked with providing stable, resilient, and reliable systems and environments both physical and virtual to support our field and home office activities through the control of technical operations (i.e., hardware, software, network, cloud) to minimize downtime and maintain business productivity for our 4.5 million clients and policy owners, as well as our 7000+ employees and agents.

Senior Agile Coach and Senior Scrum Master: Agile Coach and Scrum Master for 7 Network Services Scrum or Kanban Teams and their Product Owners (POs) as a “servant-leader” to guide teams along their agile journey to continuously learn, improve, grow, and pivot, remove roadblocks or impediments causing delays, and communicate and partner with any teams or organizations requiring Network Services.

oCollaborated closely with POs from the Network Services engineering teams to ensure work priorities are planned and delivered as accurately as possible based on Network Services’ operational business model.

oPartnered and coached 7 Network Services teams simultaneously to improve their delivery velocity and consistency through appropriate review, reflection, planning, backlog refinement and collaborative discussion of work activities and estimations in a regular cadence and via our PI quarterly planning events using SAFe guidelines.

oAverage team velocity increased from 37 to 55 story points

oAverage feature completion based on planned work vs done work increased to 79%

oAverage unplanned work decreased from 380 stories to 149 stories per year

oAverage P1/P2 outage incidents decreased to 5 per year

oAverage Network Uptime increased to 99.97%

oIncreased use of ServiceNow Change Management and Incident/Problem management from 500+ to 1185 in two years

oSupported the POs and Teams as they experimented with different work models to determine what worked well vs did not work without fear or disappointment. These activities were transparent and shared with Network Leadership, so our organization understood the efforts being made for continuous improvement even through failure.

oImplemented the use of the NS – Charter, Definition of Ready, Definition of Done, 60/40 Capacity Planning based on operational vs project work activities.

oCollaborated with internal Network Services teams and external organizations for dependency awareness, readiness, acceptance, and delivery within the requested and agreed upon timelines.

oFacilitated the removal of roadblocks or impediments delaying the teams’ ability to deliver their work within the designated timelines.

oConverted and continued coaching of 3 teams functioning in a continuous workflow from Scrum to Kanban accommodate their needs.

oConverted 1 team functioning in an operational capacity to use ServiceNow via the creation of service request templates and workflows.

oUsed Jira and JiraAlign to manage Objectives, Epics, Features, Dependencies and Stories with the use of Scrum and Kanban boards.

oBuilt and maintained sprint, release and quarterly status, metrics, and artifacts in the form of Jira Dashboards to provide visual representations of the work to be started, in progress or completed based on criteria provide by the POs, Network Leadership Team and Agile Leadership Team. Information presented in our Quarterly State of Agile and stored within Confluence for future reference.

oProvided feedback directly to POs, personnel managers, and our Vice President on the State of Agile Health within Network Services on a monthly and quarterly basis (informally and formally).

Program Management Consultant: Program Manager and Agile Coach for 5 Infrastructure and Operations programs to provide cross-program communication, facilitation, risk, and dependency identification, facilitate, lead, direct and track the progress of operational/maintenance services and support.

oActed as a liaison between NM’s Infrastructure and Operations (I&O) programs and special projects for the I&O Director and Program Managers to provide transparency and cross-program communication for improved coordination and interaction to achieve NM Board and IO organizational goals.

oCoordinated I&O activities to align with NM Board and I&O Organizational goals as an active participant and member of the I&O PMO Governance team providing direction and strategic guidance for initiatives to support NM’s goals.

oSupported organizational strategic direction by providing input to operating plans, governance development and enforcement, policy and procedure standards and tracking of budgets when applicable.

oProvided feedback to Program Teams, Managers, Leads and Director through analysis, participation and evaluation of agile ceremonies and methods to assess program/team strengths, risks, health, and performance as well as areas for improvement to ensure NM Board and IO organizational goals are achieved.

oCoordinated the timely and accurate completion of resiliency, milestones, and metrics reporting details for summarization for NM Management programs.

oCoordinated agile teams using Scrum, Kanban and SAFe within our 5 I&O programs to facilitate the deployment activities for the CMDB/ITAM module of ServiceNow.

oFacilitated agile frameworks with adoption, inspection, adapting and continuous improvement for 3 of the 5 I&O programs.

IBM Services for Managed Applications REMOTE: 2015 - 2019

The Global Cloud OS Infrastructure Delivery and SAP organizations serve IBM’s SAP, CMAS (Cloud Managed Application Services), CMS4MAS, CMSD (Legacy, IOD, eBHS, MSI), and MSD Infrastructure clients/enterprises to accelerate their IT environment for faster decision making, innovation and transformation using fully managed self-services, hybrid cloud and premise deployment.

Delivery Project Manager: Senior IT Project/Delivery Manager for the CMS and SAP teams (500+ performers) to facilitate, lead, direct and track the progress of operational/maintenance services and support.

oSupported the operational and maintenance activities for the Global Cloud OS Infrastructure Delivery and SAP organizations.

oProvided support, guidance and direction for CMS and SAP Technical Leads and performers based on management direction.

oFacilitated continuous process improvement initiatives as determined by the team, encourages the use of lessons learned and best practices.

oServed as an Agile Coach for the SAP PMO to support and guide the transition to an agile mindset and use of Kanban as the framework for their DevOps Trios.

oGathered and provided metrics on the closure of RCAs, RCA Action Items, and Pervasive Issues. Efforts have reduced overdue RCAs to less than 1% per month from 30%, reduced overdue RCA Action Items to 45% from 75%, increased Pervasive Issue completion to 49% from 30%.

oLead, supported, coordinated, coached, and motivated the CMS team of IT professionals (Windows, AIX, Linux, System P, System X developers, technical leads, performers) to maintain an open, transparent, and flexible environment to support the delivery of value and quality to IBM’s clients/enterprises.

oOrganized, documented, and distributed business/technical requirements, issue logs, project statuses, and working meetings for the CMS team and stakeholders.

oPartnered with other internal IBM Trios/groups/departments/organizations (i.e., WW CSDPE, CMS CEM, PDLs) and IBM clients (i.e., Allianz, Whirlpool) to support their client transitions, maintenance, and operations as an active project manager.

BMW GROUP: Mobile Solutions – Information Management Region Americas IN OFFICE: 2013 - 2015

The Mobile Solutions (FG-252) unit is responsible for the design, development, deployment, and maintenance of mobile applications (iOS, Android, Web) for global and local BMW partners. The FG-252 team utilizes Agile and Waterfall project methodologies to deliver quality mobile applications that support our partner’s strategic missions to gain and maintain new consumers, pioneer design/technology, reduce our global imprint, and be a leader of premium products and services for sustainable mobility.

Senior IT Project Manager and Agile Coach: Hybrid Senior IT Project Manager and Agile Coach (Scrum Master) for 3 teams to facilitate, lead, and direct mobile application projects (design-development-testing-deployment-maintenance) using Scrum and Kanban. Successfully transitioned team and FG-252 unit from Waterfall to Agile methodologies.

oManaged and coached 3 agile teams developing 6-9 high profile/complex mobile application projects concurrently using agile methodologies for a Fortune 500 vehicle manufacturing company.

oLead, supported, coordinated, coached, and motivated self-organizing, cross-functional teams of IT professionals (iOS/Android mobile application developers, backend/frontend web developers, UI/UX designers, product owners, build leads and interns) to maintain a productive and sustainable pace to deliver value and quality to the business through frequent software releases using agile.

oOrganized, documented, and distributed business/technical requirements, issue logs, project statuses, working meetings, joint application design sessions (e.g., Discovery, Story Writing, Design & Requirements Workshops, Daily Scrum, Sprint Planning, Review and Retrospective, Brown Bags – Lunch and Learns, Strategy Planning, Definition of Done Reviews, Definition of Quality Reviews) for agile team and stakeholders.

oForecasted and coordinated schedules, budgets, risk assessment, procurements, and stakeholder expectations throughout the Agile SDLC.

oProactively anticipated and removed roadblocks; managed risk to minimize impact to the team, project, and budget.

oProvided support and assisted the business, product owner and development team with estimating, planning, defining, and maintaining project scope and deliverables to manage client expectations for proposed (RFP/RFI) and active projects.

oFacilitated continuous process improvement initiatives as determined by the team, encourages the use of lessons learned, best practices and provides on-going agile concept and process training for the team and business partners.

oManaged vendors/sub-contractors (local and remote) when engaged on projects for resource augmentation.

University of Illinois – AITS: Decision Support (DS) HYBRID IN OFFICE/REMOTE: 2002 - 2013

Decision Support (DS) is responsible for building and maintaining the centralized Enterprise Data Warehouse (EDW) and BI reporting tools for the University of Illinois and its three campuses (Chicago-Springfield-Urbana) based on data provided by the Banner-Ellucian ERP for Student, HR, and Finance. DS employs the use of Agile-Scrum and Waterfall project management methodologies to design, build, implement, maintain, and support IT projects. UI’s EDW supports 800+ relational tables/views, 52 SAP BO Universes, 15-dimensional Data Marts, 5 OLAP cubes, and 3 Dashboards.

Senior BI/DW Program Manager: Program Manager as a subject matter expert (SME) focused on student data using both of Agile-Scrum and Waterfall project methodologies. Served as Scrum Master, Product Owner, and Program Manager to coach, advocate, facilitate, and support projects within my program to guarantee business value was added through the delivery of quality solutions and services for CRM initiatives. Implemented and managed 30+ production Business Objects Universes, Data Marts, OLAP Cubes and Dashboards during tenure.

oServed as the primary contact to assist University central offices, affiliates and partners identify their critical reporting needs, business objectives, and core processes.

oServed as a Program Manager, Scrum Master and Product Owner for development and maintenance projects.

oManaged the expectations of our stakeholders (i.e., business partners, technical team) by facilitating and documenting meetings to provide clarification and direction throughout the project life cycle (PLC).

oContinually communicated and documented issues, inquiries, and risks with the business and technical teams to increase team collaboration and efficiency throughout the PLC.

oDefined, recommended, and provided input for new process/procedures, best practices, and improvements on existing project methodologies (Agile-Scrum, Waterfall).

oCollected, presented, and distributed usage metrics monthly/quarterly for existing and new BI/DW products to stakeholders (i.e., sponsor, business partners, technical team, senior management) for validation against the strategic goals of the University and our unit.

oCollaborated with partners to build solution prototypes for future enhancement projects.

oDocumented business cases and requirements, project tasks, deliverables, security recommendations, UAT plans, and operational support to guarantee delivered services supported the strategic direction of the partner and University.

oProvided product maintenance priorities to the Change Management process to deliver timely/quality releases.

Senior Business/Requirements Analyst: Business/Requirements analyst focused on collaborating, gathering, organizing, comprehending, analyzing, and documenting business and technical requirements for BI/DW projects and 4000+ University users.

oServed as the primary Business/Requirements Analyst tasked with collaborating with the 3-campus user community to gather, document, design, development, test and implement 20+ BI/DW products (Prepared, scheduled, hosted, documented, and analyzed 200+ business and technical requirement gathering events [i.e., user interviews, Focus and Working Groups, UAT for BI/DW projects].

oProvided input, analysis and translation of essential business and technical requirements to our project team for the successful development, design, and implementation of BI/DW products.

oEngaged with project team to determine appropriate tasks, deliverables and activities needed to move projects through our agile and waterfall project methodologies and processes.

oCollaborated with internal technical staff to deliver with efficiency and accuracy to guarantee the users’ needs and requirements were met with the BI/DW products delivered.

oCreated and maintained metadata and instructional materials for 20+ BI/DW products and delivered 100+ in-person and Web Seminar courses.

AMDOCS, Inc., Champaign, IL 1997 – 2002

Amdocs, Inc. provides customer care, billing, and order management solutions for telecommunications carriers by providing products for marketing, sales, ordering, billing, and support headquartered in Tel Aviv, Israel.

Senior Business Analyst:

oSubject Matter Expert (SME) and primary client contact for issue resolution related to software conversions, specifically taxes and rated billing.

oConducted assessments of new and existing software packages versus clients needs making recommendations to internal business and technical development staff for improvements, updates, or removal of services to meet strategic goals of the organization.

oCommunicated, documented, and escalated issues to business/technical project teams related to the software conversions (SDLC-Software Development Life Cycle).

oPrepared and documented daily/weekly status of conversion projects for senior management.

oWorked with internal/external clients to pro-actively analyze and correct data to prevent “problem” issues and documented those in the data tracking systems (CMDB).

oMonitored and reviewed conversion team data entry by referencing the business/technical requirements including SLAs and SLRs when appropriate.

oConducted project analysis using SQL queries for assessment to ensure policies and procedures were followed.

Operations Manager:

oMentored and trained two teams of 5 – 12 technical and non-technical staff including personnel issues, training needs and performance evaluations.

oPrimary internal and external escalation contact for the team.

oManaged and facilitated day-to-day operations and staff responsible for providing billing and client support.

oCreated and presented weekly and monthly statistical report cards to internal/external client management related to billing cycles, service level agreements (SLAs), and change management work requests.

oPrimary member of the Task Force for Process Evaluation and Improvement that initiated the creation and implementation of an organizational-wide “checks and balances” process for efficiency of business operations.

Senior Client Support Representative:

oServed as team lead and mentored 2-8 Client Support Representatives (CSR) with day-to-day billing operations and enhancement processes.

oProvided and presented operations updates, feedback, and support to our internal team’s Operations Manager

oMaintained records and prepared weekly reports for internal/external clients.

oServed as the primary contact for lead contact for new marketing strategies and enhancements that influenced operations and production updates and changes.

oCoordinated and hosted daily production meetings with our internal and external clients.

Previous Employment: Micro-PACE, Champaign, IL 1995 - 1997

Micro-PACE was a vendor distributor of digital content creation products, video/audio editing, computer components, data display, and AV/ DV products. Served as a Product Manager, Customer Service Representative, and Administrative Assistant.

TOOLS

oSAP Business Objects (WEBi)

oTOAD Oracle SQL / MS SQL Developer

oJira / JiraAlign / Confluence

oMS Office Suite

oCA Service Desk Manager & Clarity

oPC/MAC

VOLUNTEER, SPECIAL EVENT and FUNDRAISING EXPERIENCE

oKiwanis – Carefree, AZ: Scholarship Committee

oRotary International – Champaign West Member

oUnited Way of Champaign County – Emerging Leader and Volunteer

oChampaign County American Heart Assoc. Volunteer

oProvena (Presence) Hospital and Foundation Volunteer

oEastern Illinois Food Bank Volunteer

oUI Council for Academic Professionals (CAP) Representative

oUniversity of Illinois Leadership Center (ILC) Coach

oPhi Mu Sorority House Corporation (DBBA) President

oYMCA of Champaign County Volunteer

oChampaign County Chamber of Commerce Volunteer

oMessiah Lutheran Church Volunteer

REFERENCES available upon request

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