Experienced HR/Payroll professional
Resume:
BROOK PATRICK BOLLINGER
**************@*****.***
Certified Scrum Master with experience working with multiple teams in a software development
environment. Accomplished HR/payroll professional with seven years of payroll and benefits
administration experience in multi-state and call-center environments. Seven years of supervisory
experience, with anywhere from 12-25 direct reports, in customer service and technical support
environments. Excellent verbal and written communication skills. Proven leadership abilities.
PROFESSIONAL EXPERIENCE
Scrum Master, Exelis Visual Information Solutions; Boulder, Colorado – July 2013 to December 2014.
Certified Scrum Master – as of August 13, 2013
• Scheduled and facilitated meetings, as necessary and as requested. This included acting as
moderator – keep the meeting constructive and moving forward, ensuring all team members
understand action items, ensuring stakeholders are informed appropriately
• Helped teams organize their work - story/task prioritization, understanding dependencies, testing
issues, documentation
• Helped teams find better, more productive ways to work and communicate
• Encouraged the team to be a team – help each other, suggest ideas, test, pair program, etc.
• Promoted self-organization
• Helped individuals and teams solve problems and remove impediments
• Acted as a sounding board - a safe place to ask a question, pose an idea, or have a good rant
• Developed an understanding of product functionality to help facilitate meetings and backlog
management
• Helped prioritize backlog items, when appropriate
• Worked with the Product Owners to ensure PO was providing teams with what they needed,
ensured PO was receiving necessary information from teams, listened to the Product Owners’
feedback and suggestions, and helped teams translate feedback into improvements
• Worked with teams and the organization to inspect and adapt processes and practices
• Helped others understand the need for change, the impact of Agile beyond the team and the broad-
reaching benefits Agile can help achieve
• Evangelized Agile/Scrum within the organization
• Continued to learn everything Agile/Scrum
• Skilled in servant-leadership, facilitation, situational awareness, conflict resolution, continual
improvement, empowerment, and increasing transparency.
• Experienced being on multiple Scrum teams.
• Experienced with Atlassian tools – Confluence, JIRA. Experience with VersionOne (Agile project
management software).
Payroll/HR Representative, Exelis Visual Information Solutions; Boulder, Colorado – October 2011 to June
2013.
• Collected, organized, processed, and verified for accuracy, bi-weekly payroll for 185 employees.
• Maintained payroll data, ensuring the efficient, timely and accurate entry of employee/payroll data
and ongoing maintenance (including new hires, terminations and employee status changes)
• Managed employee paperwork and files from start date to termination date.
• Maintained data as needed in the HRIS system, payroll system and benefit provider systems.
• Responsible for administering company recruitment program – Assisted managers with staffing
requisitions; posted job ads to job boards, local colleges, work source centers, etc.; evaluated
incoming resumes and applications and passed on qualified candidates to hiring managers;
updated forms and spreadsheets to maintain applicant tracking data; provided necessary data for
Affirmative Action compliance reporting; coordinated interviews with managers and candidates.
• Managed and processed background checks for candidates.
• Responsible for helping to plan and coordinate company functions.
• Accomplishments: Helped create and implement more robust applicant tracking system, including
online application process. Helped implement using social media (facebook, Twitter) as recruiting
tools. Created mobile app for HR, which includes information on benefits and perks. Created and
administered company-wide culture survey, including creation and facilitation of employee focus
groups.
Payroll & Benefits Administrator, Cloud 10 Corporation (A Transcom Company); Centennial, Colorado
– April 2008 to February 2011.
• Prepared and processed bi-weekly, multi-state call-center payroll for all corporate departments
(600+ employees) in accordance with government regulations and company policies and
procedures.
• Responsible for administration of Paycom online payroll system, including (but not limited to)
corporate new-hire entries, benefit deductions, direct deposit information, salary changes/
increases, garnishment and income withholding orders and employment status and contact
information changes for all employees.
• Maintained payroll and related records associated with the accrual and use of paid time off
(vacation and sick time), holidays and miscellaneous leaves of absence for corporate employees.
• Responsible for benefit transaction information flowing to the payroll system from Human
Resources, including calculation of deductions for group health, dental, life and disability
insurance premiums.
• Responsible for preparation of unique reports utilizing data from the payroll system as scheduled
and/or requested.
• Maintained knowledge of legal requirements and government regulations affecting payroll and
benefits and ensured policies, procedures, and reporting were in compliance.
• Responsible for developing and implementing policy on record-keeping for payroll and benefit
plans.
• Planned and scheduled payroll calendar.
• Responsible for evaluating and responding to unemployment insurance claims filed by current and
former employees. Worked with Human Resources to maintain proper warning and termination
records.
• Managed transition from Paychex to Paycom payroll system in May 2009.
• Commissioned as Notary Public in the State of Colorado in October 2008 – commission
expires in October 2016.
Operations Supervisor, Cloud 10 Corporation (A Transcom Company); Centennial, Colorado – December
2006 to April 2008.
• Responsible for teams (11-20 agents each) of at-home customer service professionals working in a
virtual environment.
• Responsible for maintaining a high level of customer and client satisfaction by identifying areas
for improvement in team operations, processes, and procedures.
• Analyzed team performance statistics and took action as necessary.
• Responsible for new employee training and orientation.
• Responsible for assisting with manager/director responsibilities when requested.
E-Commerce Service Desk Supervisor, Corporate Express (now Staples); Broomfield, Colorado – April
2005 to September 2006.
• Responsible for team of 16-25 support specialists.
• Responsible for maintaining a high level of customer satisfaction by identifying areas for
improvement in team operations, processes, and procedures.
• Responsible for maintaining team knowledge of code releases and website enhancements,
including facilitation of training and coaching, as necessary.
• Responsible for managing, analyzing and maintaining quality of action-request tickets logged by
team members using Remedy ticketing system.
• Analyzed team phone and ticket statistics and made recommendations to management or took
action as necessary.
• Responsible for Service Desk communications regarding technical issues to company field
representatives and regional divisions.
• Responsible for generating monthly statistical reports used by management to evaluate customer
needs and team effectiveness and efficiency.
• Responsible for maintaining knowledge of technical needs and abilities of regional division
personnel.
• Responsible for forecasting staffing needs and candidate screening, interviewing, and hiring, as
well as new employee training and orientation.
• Performed career planning and performance reviews for team members.
• Participated in defect review/prioritization meetings for website and supporting applications
• Coordinated and scheduled team member vacations and other time away from office.
• Responsible for assisting manager/director with other responsibilities as requested.
E-Commerce Service Desk Specialist, Corporate Express (now Staples); Broomfield, Colorado – October
2003 to April 2005
• Handled incoming customer calls, emails and chat requests related to website functionality and
technical issues.
• Provided exceptional customer service and help desk skills (recognized as outstanding monthly
specialist three times in 2004).
• Responsible for Service Desk communications regarding technical issues to company field
representatives and regional divisions.
• Responsible for generating monthly statistical reports used by management to evaluate customer
needs and team effectiveness and efficiency.
• Maintained knowledge of all support tools and applications, such as Remedy and Cisco Agent
Desktop, and all team procedures, policies, and processes, including SLAs and ticket handling
procedures.
• Maintained excellent troubleshooting and triage skills.
• Assisted with projects, reports, and other tasks as requested.
Technical Analyst, Lexnet Consulting, Inc.; Louisville, Colorado – August 2002 to July 2003
• Managed support relationships with Paris Systems customers.
• Designed print environments and configured server setup for customers.
• Responsible for quality assurance testing of applications produced in-house – including ProCheck
and a VisualBasic-based APS (Automated Packaging System) communications controller.
• Experienced with Xerox, Tektronix and HP printers.
• Performed basic computer network administration (Windows2000 Server).
Technical Support Supervisor, Quark, Inc.; Denver, Colorado - February 2000 to October 2001
• Supervised phone support technicians and team leaders. Responsible for team of 15 technicians
and 6 quality assurance techs.
• Supervised department’s quality assurance team responsible for evaluation of software defects
logged by technicians and reported by customers.
• Responsible for tracking disposition and reporting status of defects logged by phone technicians.
• Managed interdepartmental relationships with regard to technicians’ participation in software
development process.
• Determined resources necessary to provide quality support, e.g. additional software, hardware, and
personnel.
• Determined how release of new products impacted department (personnel, training, procedures,
etc.).
• Developed and maintained systems for obtaining feedback from customers regarding technical
issues.
• Developed and administrated project goals for phone support technicians and quality assurance
team.
Phone Support Technician, Quark, Inc.; Denver, Colorado - November 1998 to February 2000
• Worked with QuarkXPress and QuarkWrapture (packaging design and presentation software)
users to solve technical problems with software, operating systems (Macintosh and Windows
operating systems), and printers.
• Served as training mentor for new employees and cross-platform training candidates.
Parish Administrator, Montview Blvd. Presbyterian Church; Denver, Colorado - May 1996 to November
1998
• Managed administrative and physical plant operations (including facilities budget management).
• Managed support staff, custodial staff and volunteers.
• Performed contract administration for outside office tenants.
• Managed facility calendar including event scheduling and coordination.
• Managed membership database (Shelby Systems software).
• Performed administrative tasks for church committees and leadership.
EDUCATION
Indiana University, Bloomington, Indiana; Bachelor of Arts, Philosophy (emphasis in social and political
ethics), 1990.
University of Oklahoma, Norman, Oklahoma; and Iliff School of Theology, Denver, Colorado;
1991-1995; Pursued graduate degrees.
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