RHONDA A. COHEN

ad13k1@r.postjobfree.com 803-***-**** Columbia, SC 29203

Summary

Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.

Skills

Team Management Issue resolution Client/Customer/Operational Support Application installs and Development Technical troubleshooting/Root Cause Analysis Software upgrades Scrum Master Azure/Agile/Lean Defect and code debugging Mentoring/Coaching Quality Improvement Monitoring/Splunk LMS End-User Dev/Ops Budget Planning Jenkins/GIT 24/7 Oncall SharePoint

Resource Development/Assignment/Planning Leadership Project Management Product Management COBOL ServiceNow Roadmaps MS Office Suite Communication/Persuasion

Experience

Blue Cross Blue Shield of South Carolina ~ Develop and implement policies, procedures and

Columbia, SC process improvement initiatives to improve retention

Technical DevOps Team Lead and increase customer satisfaction.

04/2003 – Current ~ Meet bi-weekly with management to review all active

and planned project work. Also make recommendations

for resource planning, adjustments and provide

input on staff performance reviews.

~ Lead eight teams of technical developers through

assigned work and projects.

~ Manage more than 25 projects at a time via Azure.

~ Monitor progress, performance and troubleshoot or

escalate any issues that arise.

~ Foster positive employee relationships through

communication, collaboration and strategies to

reach goals and ensure quality work is being delivered.

~ Facilitate Incident Management meetings for red alert

issues and outages as a result of S1 or S2 tickets to meet

SLA’s and provide 1st level support.

~ Review and approve GitHub/Jenkins request

~ Conduct monthly 1 on 1’s with staff via TEAMS

~ POC for 8 applications

~ Establish stakeholder relationships by collaborating with

customers, analyst, developers and engineers to

understand business requirements.

~ Manage the monitoring and automation roadmap,

through the collection of data, metrics and logs.

~ Conduct yearly budget planning for my teams upcoming

project year.

~ Conduct daily standups for project work and review of

Stakeholders backlog.

~ Send communications to LOB’s weekly of upcoming

moves, upgrades and implementations.

~ Responsible for the upkeep of the documentation on the

WIKI and SharePoint sites

Sapiens USA Columbia, SC ~ Supported design and analysis of proposed systems,

Team Lead/System Support Engineer offering input on performance metrics.

05/1998 – 04/2003 ~ Wrote technical documentation for use in training.

~ Collected and defined requirements for post-delivery

of developed systems.

~ Tested and trained customers on new products and

Processes.

Policy Management Systems Corp. ~ Code development specifically for Y2K upgrades

Blythewood, SC ~ Act as liaison for vendors, developers, customers

Senior Systems Engineer and project leads.

02/1997 – 04/1998

Electronic Data Services, EDS ~ Reviewed project documentation and made changes to

Matthews, NC match project scope.

Junior Programmer Analyst ~ Implemented and tested feature requests to improve

02/1996 – 02/1997 functionality.

Bank of America Charlotte, NC ~ Served as technical and functional System Matter

Programmer Analyst Expert (SME) on several systems.

01/1994 – 01/1996 ~ Troubleshoot malfunctions with systems and programs to

pinpoint root cause.

~ Performed functional, non-functional, regression testing.

Education and Training

Furman University Greenville, SC

Master of Science in Information Technology Management

12/20/19

Johnson C. Smith University Charlotte, NC

Bachelor of Computer Science

6/1993

Certifications

~ Management Prep Certification – 2021

~ Agile Scrum Master Certification – 2020

~ Extraordinary Matrix Leadership Program Certification – 2015

~ System Analyst Certification Program - 2012

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