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Customer Service Scrum

Skokie, IL
October 09, 2018

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Accomplished servant-leader capable of delivering development projects on time and on budget by effectively collaborating, facilitating, leading and coaching multiple Scrum teams.

Quality-focused, detail-oriented Certified Scrum Master with IT experience providing solutions that meet business objectives through Agile and Waterfall methodologies.

Extensive experience in supporting and delivering IT projects on various platforms.

Expertise in direct communications with clients and involvement in full life cycle of company projects.

Highly motivated team player with great interpersonal skills, always willing to work in challenging business environments.


Project Management Tool: Jira

Microsoft Office: Project 2013, Excel 2013, Word 2013, MS PowerPoint 2013

Databases: MS SQL Server, PostgreSQL, MySQL

Technologies: ASP, JSP, Spring MVC, jQuery, AJAX, CGI

Programming Languages: VB, Java, JavaScript, SQL, HTML5, CSS


ScrumMaster (CSM)

Scrum Alliance – ID: 000534321


W.W. Grainger Chicago, IL July 2017 – August, 10 2018

(Through Insight Global, LLC)

Scrum Master

Served as Agile coach for two Agile teams (Scrum and Kanban), acted as the advocate for the organization's Agile practices within the context of the team.

Initiated and led the team’s transformation from Scrum to Kanban.

Addressed impediments to the teams’ success - leading the teams through problem solving activities.

Collaborated with Product Owner to plan roadmap execution and identify risks to the plan.

Worked with Product Owner to ensure a story backlog is established, maintained, and prioritized for the teams. Suggest the use of SDLC practices such as Story Mapping for the Scrum team.

Adopted and facilitated Agile ceremonies - Sprint Planning, Sprint Review, Retrospective, Daily Scrum, and Story Time/Grooming.

Oversaw QA and internal testing/approval process to insure requests are completed per specifications and needs of requestors are met and verified on time.

Captured and tracked teams’ metrics. Evaluated and developed a plan to use metrics to drive Continuous Improvement. Shared metrics regularly with the teams to understand past performance and with management to inform release planning efforts (Forecast metric).

Provided input to help identify cross-team dependencies and risks.

Attended Community of Practice and Agile knowledge-building events. Worked in Sub Committee to define and standardize the Company’s Quality (Story Defects) metric.

DLM, Inc. Northbrook, IL July 2015 – July 2017

Scrum Master/ Business Analyst

Successfully implemented Agile, drastically increasing efficiency and improving communication across the organization.

Coached the Scrum teams to become self-organized, cross-functional and highly efficient teams that deliver high-quality products. Mentors team members on Agile processes.

Facilitated the documentation of definition of done for the scrum team.

Leading the teams through estimation activities on a story level.

Collaborated, facilitated, led and coached offshore Agile Scrum and Kanban teams to achieve goals and high level of performance.

Assisted teams by removing impediments through understanding of various control and release processes.

Coordinated product backlog grooming and story estimation, led the teams through estimation activities on a story level.

Utilizing business processes analysis skills while going through full development life cycle of Build of Materials Demand Planning project.

OMEDA Communications, Inc. Northbrook, IL September 1996 - January 2015

Senior Web Developer / Business Analyst / Developer

Provided full system and business analysis for developing a road map for the multi-year project of full system modernization.

Migrated web portion of Subscription System from CGI to JSP.

Created all system documentation for migration from OpenVMS file system to SQL Server and re-designed applications from VB to Java-based code.

Managed all phases of projects from requirements documentation through user acceptance testing.

Customer Service Automation for B2B Newsletter and Magazines: Managed projects through the entire development lifecycle by providing business analysis for universal suite of applications leading to complete customer service automation.

Provided leadership in development, maintenance, and support of over 400+ individual client subscription/registration interactive websites.

Performed business analysis for Credit Card projects utilizing encryption features for web pages as well as encryption access for remote databases.

Gathered user requirements for Magazines and Catalogs subscription web based applications. Worked with development team in analyzing conceptual design of subscription system components.


MicroTrain Training Center Chicago, IL

Business Analysis Fundamentals

PMP/CAPM Project Management Professional Certification training

Kiev State University Kiev, Ukraine

Masters of Law / Bachelor of Science / Minor in Computer Science

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