Project Manager Management

Bert McDonald, PSM, ITIL

972-***-**** ****.********@*****.***

Senior Agile Project Manager Scrum Master ServiceNow Administrator

Senior certified professional with over 20 year of experience in diverse environments, global cross functional teams, and various levels of management, including experience with full project life cycle, requirements gathering, creation of project plans, execution, deployment, and closure.

•Increased scrum team productivity by 25% and predictability by 177% over the past year.

•Composed an action plan which successfully reduced ServiceNow Incident tickets by 45% within 1 month period.

•Managed and completed 2 major ServiceNow upgrade releases (Fuji/Helsinki).

Professional Experience

Senior Project Manager/Scrum Master/ServiceNow Administrator Sabre Corporation (May 2015 – November 2016)

Sabre, a technology solutions provider to the global travel and tourism industry that offers a broad range of technology solutions including data-driven business intelligence, mobile, distribution, and Software as a Service (SaaS) solutions.

•Planned, developed, and directed full scale project plans and activities of enterprise SaaS -level IT implementations using agile practices and tools. Provided daily/weekly project status reports to key stakeholders to detail progress.

•Collected and documented requirements, for technical installations, application builds, and customer’s customization requirements.

•Provided Agile Assessment Coaching for multiple software development teams during Agile Transformation initiatives.

•Facilitated daily ‘stand up’ calls to ensure that the prioritization of business stories, technical risks, and backlog features were within scope for multiple teams.

•Organized test case resources, reviews, and product demos for Pre “Go Live” activities with an in-depth knowledge of ServiceNow Enterprise Application development including Incidents, Problems, Service Catalogs, Change Management, and Configuration Management.

•Worked collaboratively, with product owners and cross-functional development teams, to facilitate, resolve, and escalate the adaptability of the Agile/Scrum framework.

Agile Service Management Consultant American Airlines (2014 – 2015)

American Airlines, one of the largest airlines in the world, offering nearly 6,700 flights daily to 350 destinations in 50 countries.

Determined standard tools and techniques for reporting project performance, including Agile KPIs (Key Performance Indicators)

Created / led new processes, policies, techniques, and procedural guidelines for high-level Enterprise initiatives as a part of scrum adoption process.

Conducted requirement gatherings, testing, quality assurance, and functionality for user story building and Stakeholder acceptance for system users and customers.

Mentor and coach team members on core Agile values, principles, practices and processes.

Partner with other Agile Coaches and Scrum Masters across the enterprise to lead continuous improvement with agile adoption

Senior Principal IT Project Manager Sabre Corporation (2013 2014)

Led the coordination of server/database (2000+) patching across all servers in the SaaS Data Center environment.

•Utilized Hybrid Agile approach to tracked and report status of new hardware architecture builds in Data Center environment.

•Worked with SaaS project managers and system owners to plan “end of life” server refresh projects.

•Promoted team empowerment to ensure that each team member is fully engaged to make meaniful contributions with high-levels of quality

Program / Project Manager BofA (DataStarUSA) (2011 2013)

DataStarUSA, Inc. specializes in the deployment and maintenance of IP Solutions and infrastructure for clients in the United States, Mexico, and Canada.

•Oversaw multiple Agile work streams to deliver Bank of America complex programs and projects (including conception through closure) for 6000+ banking locations.

•Created and mentored staff program processes / procedures for off hour operations during network upgrade project. Developed weekly milestone, performance, and completion efficiency report to Senior Leadership team.

Senior Project Manager BofA (DataStarUSA ) (2008 2011)

DataStarUSA, Inc. specializes in the deployment and maintenance of IP Solutions and infrastructure for clients in the United States, Mexico, and Canada

•Successfully adopted/executed Agile Framework to deliver a 50 million dollar network (Cisco router, switches, and WAPs) refresh project for a major financial institution)

•Coordinated activities of project resources to ensure the project progressed on schedule and within budget; worked with Application Development Team Leads, Software Engineers, Architects, Infrastructure Engineers and Business Analysts to develop optimal solutions for vendors.

Client Delivery Manager, Sabre Account EDS/HP (2001 2008)

An American multinational information technology equipment and services company.

•Lead day to day activities including consultative, client facing project management, process compliance management, team building, customer communication, SLA targets and evaluated short and long term operational/strategic business objectives.

Areas of Expertise

•Agile Project Management

•Service Delivery

•Vendor Management

•Scrum Master

•Application Deployment (SaaS)

•Release Management

•ServiceNow (SNOW)

•Data Center Migration

•Service Management

•Product Life Cycle (PLCM)

•Vendor Management

•Kanban

•CA Clarity PPM

•Enterprise Operations

Jira

EDUCATION

•Oral Roberts University, Tulsa, Oklahoma

Bachelor of Science, Business Management

CERTIFICATIONS

•Project Management Boot Camp certification * Scrum Master certification

•ServiceNow Certified Systems Admin certification * ITILv3 Certification

TEAM BUILDING AND COMMUNITY OUTREACH

•Volunteer Youth athletic coach

•Safe Haven of Tarrant County (Mission: End domestic violence through safety, support, prevention and social change).

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