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Project Management Technical Support

Hyderabad, Telangana, India
October 31, 2016

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Singh P.

( 510-***-**** *

Business Analyst/Scrum Master

Qualifications Profile

•Self-assured and achievement-driven management professional and SCRUM Master with more than 7 years providing high-performance client service, project management, and business management support in the IT solutions industry.

•Detailed, analytical and methodical with critical and innovative thinking to resolve work issues even under stress.

•Well-organized and resourceful with multitasking and prioritization abilities to achieve outstanding results.

•Effective people management and interpersonal communication skills that help in forging collaborative multifunctional engagements across diverse ethnicities and demographics in attaining shared commitments.

Key Expertise

•IT Resource Management

•Relationship Management (Clients, Project Stakeholders, & Suppliers)

•Technical Service Support

•Continuous Quality Improvement

IT Project Management

•Concurrent Project Management

•Systems/Business Needs Analysis

•Process/Workflow Improvement

•Waterfall/Kanban/Agile /Scrum Methodologies

•Lean 6-Sigma Methodologies

•Stress & User Acceptance Testing

•Post Project Support & Review


•OS: MS Windows (XP.7/8/Vista), UNIX/Sun Solaris,

•Apps: HP ALM, JIRA, Rally, & IBM ClearCase

•Office Tools: MS Office (Word, Excel, PowerPoint, Access, & Outlook), MS Projects, Visio

•Development Tools: HTML, Java, Java Script, VBScript, UNIX Shell Scripts, Flex,, ASL, SQL, & VSS

•ERP: SAP/R3 CRM module, Oracle E- biz 10g, 11i and r12, (OM, P2P, GL & INV)

•Business Intelligence

•MS SharePoint Collaborative Apps

Professional Experience

NetApp Sunnyvale, CA

Scrum Master Jun 2013 – August 2016

Major Accomplishments

•Oversaw 4 successful consecutive system release cycles, increasing content by 20%, decreasing bugs by 30%, and assuring improved functionality with each cycle.

Project Management

•Managed system release projects, IT resources, and changes to project scope at each Sprint release providing timely and concise communications to both project and client leadership on project status, risks and mitigation plans.

•Managed full System Development Life Cycle (SDLC) project implementation under fast paced, deadline driven environments, while using rally-to-track status, stories/features, milestones, velocity, burndown rates, risks, and testing in managing projects.

•Conducted post project reviews, identifying process gaps and failures for future remediation towards continuous process and quality improvement.

Staff Development & Relationships Management

•Mentored and coached peers and project teams on Scrum and Agile practices resulting in improved estimation by 25%

•Collaborated with project sponsors to ensure compliance with expected deliverables, resolve issues, and mitigate risks to successful product release launches.

Business Analyst/Scrum Master Jan – Jun 2013

Major Accomplishments

•Leveraged knowledge in Agile/Scrum practices to boost project management efficiencies, increasing deliverables velocity by 30% within the 2 sprints of Agile adoption.

•Served as Scrum Master for 14 releases, each delivered on time with no critical bugs on production

Business Operations Support & Process Improvement

•Managed sprint reviews ensuring successful solution delivery for new initiatives likes Service Oriented Architecture (SOA) while streamlining transactional procedures for CRM and SAP/ERP systems in the Customer Service dept.

•Reviewed existing systems development processes and collaborated with stakeholders, developers, project managers and SME’s to develop and implement more efficient and cost-effective business processes.

•Managed product and sprint backlog, working extensively on Estimating the User Story effort and priority.

•Managed allocated budgets, monitoring cost, schedule and resource variances.

•Engaged SMEs, developers, and end-users in configuring development, test and deployment processes in the Agile methodology, coordinating with project managers to ensure efficient and seamless project management.

•Oversaw release UAT, identifying failures and escalating issues for prompt and effective resolution.

Singh P.

( 510-***-**** *

Professional Experience (continued)

Align Technologies San Jose, CA

Business Analyst Dec 2011 – Dec 2012

Major Accomplishments

•Implemented Kanban principles that resulted in Cycle time reduction by 20%, increasing team's throughput in less than 8 weeks, and enabling more release schedules that improved release productivity by 25%.

Project Management Support

•Liaised with SME’s, project managers and stakeholders to ensure SFDC implementation accuracy while developing training materials for end users and client IT group.

•Assisted project teams in prioritizing backlogs with resource planning and effective estimation for each iteration.

•Facilitated project retrospectives, sharing metrics and identifying opportunities for process improvements.

System Testing

•Managed UAT and system stress tests, analyzing functional system specification, mapping system requirements to test cases to maintain requirements traceability matrix (RTM), and collaborating with end-users to develop test plans, strategies, scenarios, and cases.

•Provided input and technical support in testing online customer portals where Clients submit and monitor their cases via Salesforce CRM’s customer portal, a Web-based self-service solution.

•Participated in E2E functional testing through intense integration for Leads and Opportunities.

Relationship Management

•Established and maintained productive professional relationships with various business and technology groups that enabled successful project development, implementation, and maintenance.

•Collaborated with onshore and offshore teams for execution and debugging.

Systems Administration Support

•Migrated data from legacy systems to Salesforce using Data Loader and SQL server. Configured and administered daily support and reporting analytics for Sales and Supports teams.

•Designed/deployed custom tabs, validation rules, approval processes, and auto-response for automating business logic.

•Customized reports and dashboards to track productivity of business centers and their sales team.

Technichem Boise, ID

Tech Support Manager Feb 2009 – Dec 2011

Major Accomplishments

•Developed and implemented CRM programs that expanded small-to-medium client base 15% in 6-8 months while improving support service level by 20%.

Operations Management

•Responsible for IT budgets and long term planning of future system upgrades and equipment replacement.

•Managed inventory of IT equipment parts and supplies, ensuring high availability in maintaining IT hardware and software resources.

•Established department goals that grew customer base, revenues and new aftersales Service Management revenues.

•Managed and resolved issued, escalating to product management and development as needed.

•Oversaw creation and implementation of Customer-Oriented Satisfaction program that assessed SWOT for technical support policies and procedures.

•Identified IT industry and product development trends, providing tactical direction to IT planning in addressing user needs and technical support challenges.

•Implemented and consistently improved help desk procedures that assured timely response to users.

•Provided technical assistance to employees in maximizing use of computing resources.

Education & Credentials

Bachelors of Arts, DELHI UNIVERSITY

Professional Training & Certifications

•CSM (Certified Scrum Master)

•Certified SFDC Administrator (ADM201)

•Diploma in Computer Applications (CEC

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