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Customer Service Project

Location:
Omaha, Nebraska, United States
Posted:
November 28, 2018

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Resume:

Lance Schaible

*** * ***** **.

Omaha, NE *****

402-***-****

ac7tjj@r.postjobfree.com

SUMMARY

An IT professional with more than 20 years of IT management experience which includes experience in Scrum/agile, project and staff management, training and mentoring. In addition to having a strong technical background, also have experience in architecture projects, security projects, strategic planning, IT resource management and customer relations.

Highly experienced Information Technology professional with strong ability to lead diverse teams of professionals to new levels of success in a variety of highly competitive industries and fast-paced environments.

Strong technical and business qualifications with an impressive track record of hands-on experience in strategic planning, business analysis, business unit development, project and quality assurance, and system engineering strategies.

Proven ability to successfully analyze an organization's critical business requirements, identify deficiencies and potential opportunities, and develop innovative and cost-effective solutions for enhancing competitiveness, increasing revenues, and improving customer service.

Core Competencies:

•Scrum/Agile

•Project Management

•Staff Management

•Waterfall SDLC

•Architecture projects

•Application Development

•Data Management

•Mainframe & Client Server

•Customer Relations

PROFESSIONAL EXPERIENCE

Kiewit, Omaha, NE (Consultant) 2018 - Present

Scrum Master

Conduct all scrum ceremonies.

Scrum master for two scrum development teams.

Grooming a product backlog of existing contracts and change management functionality.

Scoring and sizing the user stories with onshore and offshore developers and testing team.

Tracked sprint progress using Azure DevOps software.

Document retrospective summary each release and identify the potential issues which reoccur.

Constantly monitored the details captured in user stories to ensure accuracy for development and testing.

Exceeded expectations on the agile timelines against the set project goals.

Facilitated release planning, coached teams on agile practices, delivered high quality tested software with three week sprint intervals.

Sammons, Des Moines, IA (Consultant) 2017 - 2018

Scrum Master

Conduct all scrum ceremonies.

Grooming a product backlog of existing analytical reports and business intelligence functionality.

Scoring and sizing the user stories with developers and testing team.

Tracked sprint progress using Jira software.

Document retrospective summary each release and identify the potential issues which reoccur.

Timely delivery of the user stories to business unit.

Constantly monitored the details captured in user stories to ensure accuracy for development and testing.

Exceeded expectations on the agile timelines against the set project goals.

Facilitated release planning, coached teams on agile practices, delivered high quality tested software with three week sprint intervals.

ACT, Iowa City, IA (Consultant) 2016 - 2017

Scrum Master

Scrum master for two scrum development teams. The department had only started using scrum/agile development for six weeks when I joined the department.

Conduct all scrum ceremonies.

Grooming a product backlog of existing analytical reports and business intelligence functionality.

Scoring and sizing the user stories with developers and testing team.

Tracked sprint progress using Jira software.

Document retrospective summary each release and identify the potential issues which reoccur.

Timely delivery of the user stories to business unit.

Constantly monitored the details captured in user stories to ensure accuracy for development and testing.

Exceeded expectations on the agile timelines against the set project goals.

Facilitated release planning, coached teams on agile practices, delivered high quality tested software with two week sprint intervals.

Solutionary, Omaha, NE 2015 - 2016

Technical Project Manager/Scrum Master

Organize daily scrum stand up meetings.

Building a product backlog of existing analytical reports and business intelligence functionality.

Scoring and sizing the user stories with developers and testing team.

Created scrum roadmap for the functionality required as per the user stories with the approach for data migration, architectural considerations.

Defined guidelines for blocked stories, acceptance criteria for stories, definition of doneness.

First Data Corporation, Omaha, NE 2013 – 2014 Manager Distributed Fraud and Paypoint Product Applications

Managed an IT team of 21 staff members consisting of System Analysts and Programmers and offshore developers.

Responsible for project team functions that included requirement gathering, process improvements and infrastructure configuration.

Used waterfall SDLC

Responsible for the resolution of production issues.

Developed strategic plans and procedures for staff assignments and workloads.

Responsible for maintaining strong customer relationships to foster achievement of business objectives.

Union Pacific, Omaha, NE 2012 - 2013

Scrum Master/Senior Project Manager (Consultant)

Worked to establish Scrum and agile processes in the department that had just started to use Scrum development in the first three months of my assignment.

Managed a major replacement project using waterfall SDLC

Performed as a Scrum Master for onshore and offshore staff.

Tracked sprint progress using Version One software.

Worked with product owners, subject matter experts and business analysts to achieve a product backlog of 1000 user stories, associated business and test cases.

User Story prioritization with the business unit considering the business value and risk.

Worked with business analyst to deliver use cases, process flows for some complex areas like proration billing and partner file exchange.

Document retrospective summary each release and identify the potential issues which reoccur.

Timely delivery of the user stories to business unit.

Constantly monitored the details captured in user stories to ensure accuracy for development and testing.

Responsible for project management of an Automated Gated System retrofit for 15 terminal locations. As many as three to five sites would be active at once in various stages. Coordinated schedules for three external vendors and internal Union Pacific departments. Was responsible for managing site demolition, civil construction, telecom, servers and software configuration. This is a two year roll out project for existing and new terminal locations. This project was managed with waterfall SDLC

Responsible for Business Analysis that includes gathering requirements, eliciting requirements, creating documentation, and performing system and GAP analysis for a project to replace the existing third party software and develop an in-house replacement. This is a three year development project.

Determined and documented business process and technical process requirements by utilizing use cases, UML, Agile process and Version One.

Worked with the client and offshore development team to refine prototypes and prioritize backlog items.

Documented Current and To-Be Business requirements and ensured completeness and accuracy of each requirement.

Created functional use cases and test cases.

Mutual of Omaha, Omaha, NE 2011 - 2012

Scrum Master/Senior Business Analyst - Medical Supplement, Cancer and Life Insurance (Consultant)

Organize daily scrum stand up meetings.

Building a product backlog of existing analytical reports and business intelligence functionality.

Scoring and sizing the user stories with developers and testing team.

Created scrum roadmap for the functionality required as per the user stories with the approach for data migration, architectural considerations.

Defined guidelines for blocked stories, acceptance criteria for stories, definition of doneness.

Worked with business analysts to deliver data modeling artifacts (DFD, Domain Model)

Exceeded expectations on the agile timelines against the set project goals.

Exceeded expectations in achieving the testing goals of the project by using automation testing.

Creating roadmap mitigating project risks in majority of the areas.

Responsible for training other Business Analysts on the team and answering questions as the main point of contact for HP quality center rollout for all BA’s. Responsible for three to five project assignments for development and HP quality release version across several BA groups.

Responsible for project team functions that included requirement gathering and process improvements.

Assisted the internal and external customers to define and meet their business needs.

Coordinated multiple project deployments and resources across several project teams.

Assisted in the resolution of production issues.

Responsible for projects in Cancer, Annuity and Term Life applications.

Responsible for maintaining strong project relationships to foster achievement of project objectives.

Wells Fargo, West Des Moines, IA 2010 - 2011 Environment Administrator / Project Manager (Consultant)

Responsible for project team functions that included requirement gathering, process improvements and infrastructure configuration.

Developed deployment plans and procedures for migration through infrastructure environments and made needed adjustments to assure the project’s requirements are met under tight deadlines. Many times there would be three to five releases moving through environments from development, system integration, and client acceptance to production and post-implementation support.

Developed documentation and training for team members on system configurations.

Developed QA automation scripts for Smoke testing of code and ETL deployments.

Coordinated multiple project deployments and resources across several infrastructure teams.

Assurity Life Insurance, Lincoln, NE 2008 – 2009 Director of Software Development – Insurance, System Security, WEB, Imaging, Worksite and Administration

Created and managed three scrum development teams. The department had only started using scrum/agile development for six months when I joined the department.

Managed team relationships, coached the team’s scrum masters.

I created roadmap for mitigating project risks in majority of the areas.

I was responsible for creating steering committee presentations to update the business and IT unit on the progress of the project end of each release.

Tracked sprint progress using Version One software.

When needed filled in as scrum master conducting standups, planning and retrospective meetings.

I was responsible for establishing priority for product backlogs.

Facilitated release planning, coached teams on agile practices, delivered high quality tested software with two week sprint intervals.

Managed the Application Development department which consisted of Security Administration, SOX and PCI compliance, WEB Applications, Imaging/Workflow and Administration applications.

Managed a staff of 18 members that consist of Managers, Business Analysts, System Engineers and Developers.

Developed strategic and tactical plans and procedures for staff assignments and workloads and made needed adjustments to assure customer requirements are met under tight deadlines.

Developed and administered an annual budget of $3 million.

Responsible for security penetration testing and certifications. Monitored Qualys reports to determine the level of security violations and implement their resolutions. Also responsible for tip servers maintenance and upgrades.

Responsible for maintaining strong customer relationships to foster achievement of business objectives.

Developed the training for team members on new systems.

Accountable for replacing a Captivation, Document management and Proposal applications.

GTE Industries, Lincoln, NE 2008 IT Consultant

Responsible for replacing a financial and operations legacy system with a packaged ERP system. Converted Sage MAS 200 to MAS 500.

Responsible for project team functions that included requirement gathering, created process improvements, strategic direction and application configuration.

Developed the training for team members on new systems.

Developed strategic plans and procedures for staff assignments and workloads.

Worked as a liaison and strengthened the working relationships between the project team and business staff.

Responsible for making adjustments to assure customer requirements are met under tight deadlines.

Coordinated with multiple contracting vendors across several manufacturing sites.

Sitel, Omaha, NE 2005 – 2008

Director of Application Development – Insurance, Finance, Consumer, Technology and LAN/IVR

Managed the IT department consisting of Managers, Business Analysts and Programmers.

Managed LAN Technicians and supplied support for desktop applications for six call centers. There were always sever upgrades and telecom architecture changes that had to be implemented across all sites and build outs for additional clients supported at the sites.

Developed an upfront control system for setting the scripting for IVR’s.

Assisted in the resolution of acquisition issues which included benefit changes, personnel resignations, terminations and strategic direction.

Strengthened the working relationships between IT and the business staff in the merger of Client Logic and Sitel calling centers.

Responsible for the effort of integrating the computer processing between Sitel and Client Logics centers. Worked with the staff in multiple internal support and call center departments and geographical locations. All customer Service Level Agreements were met or exceeded upon completion.

Implemented software tracking and integration for IT project management with the PMO department.

Responsible for the database modeling effort from a legacy mainframe to a data warehouse. Converted legacy reports from VBA to the data warehouse using Business Objects generated reports for call center managers and clients.

Performed as a Technical Lead for the PCI and SOX compliance efforts.

Worked with account management and corporate accounting to assure proper client specific service levels and billing were being achieved.

Cable Services Group (CSG), Omaha, NE 2001 – 2005 Manager, Business Analysis Group

Managed a Business Analysis and Project Management team that served internal and external clients at two processing centers. This would include multiple projects in warehouse application systems along with process procedure creation and modification.

Developed strategic plans and procedures for staff assignments and workloads.

Responsible for processes and measurements to track achievement of operational goals.

Created a team to support archival research and incident support for customers.

Maintained strong customer relationships to foster achievement of business objectives.

First Data Corporation, Omaha, NE 1997 – 2000

Director, Product Applications – Card Services Group 1999 - 2000

Managed several IT departments that varied in size from 10 to over 80 Programmers, Analysts, Managers and Support Personnel.

Developed and administered annual budgets ranging in size from $3 million to $6 million.

Responsible for mainframe Bank Card products including new applications, recovery, letters and customer inquiries.

Utilized offshore contractors as team extensions to augment onshore product support teams.

Participated in Six Sigma and Capability Maturity Model process improvements.

Director, Oil Card Applications – Card Services Group 1997 - 1999

Responsible for an IT department that is made up of 60 Programmers, Analysts and Managers that provided support and development services for major Oil Card clients.

Administered an annual budget of $3+ million in application support and development expenses.

Responsible for opening a new programming facility due to the need for increased client support.

Increased the Oil Card IT department from 30 to 60 people in order to successfully handle a dramatic increase in mainframe and client server projects.

Established departmental policies and procedures that allowed the staff to prioritize their work and communicate more effectively with business partners.

Cincinnati Bell, Cincinnati, OH 1993 – 1997

Director of Application Development – Convergys

Improved the call center support department by more than 50% to accommodate business growth.

Participated in integration projects to determine methods to reduce the number of software platforms and IVR updates.

Responsible for documenting required system functionality across divisions.

Managed the outsourcing relationship between Matrixx and First Data Resources data center.

Decentralized the support department into teams which resided in the call centers.

Re-negotiated several support contracts.

Examined and recommended third party system software while working with various departments for acceptance

EDUCATION

Bachelor of Science, Management Information Systems, Bellevue University, Bellevue, NE

AAS, Information Technology, Iowa Western Community College, Council Bluffs, IA



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