Scrum Master Business Analyst

Professional Summary

I drive organizational improvements by asking the right questions, being curious, replacing complexity with simplicity, and encouraging a customer centric mindset.

I believe that when people are motivated and happy at work, it’s truly contagious.

Skills and Interests

Requirements Elicitation & Analysis User Experience (UX)

Project Management Waterfall / Agile Customer Acquisition & Loyalty

Responsive Application Development E-Commerce & Digital Marketing

Clinical Application Development Web / Mobile Analytics

Software Quality Assurance Service Based / Cloud Architecture

Certified Advanced Scrum Master (A-CSM) Azure DevOps

Certified Scrum Product Owner (CSPO) Jira / Confluence

Industry Expertise & Leadership

Healthcare / Health & Wellness Retail / e-Commerce / Fulfillment

Financial Services / Insurance Transportation / Airline

Consultant Management / Coaching Vendor / Agency Management

Social Engagement Chatbot AI

SaaS Architecture Agile Teams Community of Practice

U.S. Bank Business Resource Group - Foster Care & Adoption Founder/Board Officer

Customer Centricity / Customer Obsession Steering Committee

Professional Experience / Engagements:

U.S. Bank, Minneapolis, MN / Remote Apr 2018 - present

Certified Scrum Master II / AVP

Facilitated Agile Scrum Teams Stand Ups, Sprint Planning Sessions, Sprint Reviews, Retrospective Ceremonies, and Scrum of Scrum activities with partnering teams.

Ensured required compliance and quarterly planning activities were followed.

Facilitated Scrum adoption and development across information technology teams.

Sr Business Systems Analyst

Transformed Home Equity originations to new customer web and mobile platform on-site weekly with U.S. Bank Customer Experience St Louis Studio Journey Team.

Torrent Technologies, Kalispell, MT Oct 2017 – Mar 2018

Developer in Test / Agile / TFS / Azure ADO

Planned and executed Quality Assurance Testing on an Agile Team to support online underwriting, policy, and claims for FEMA’s National Flood Insurance Program.

Documented use cases, acceptance criteria, and managed/executed test scripts.

Apex Systems, San Francisco, CA / Kalispell, MT Jan 2017 – Apr 2017

Consultant – Project Manager / Business Analyst (contract)

Supported customer response monitoring, categorization from social channels (Facebook, Twitter/X, Instagram, in the Sprinklr enterprise platform

Piloted Twitter/X Chatbot to triage and respond to customer inquiries

Rollout of Paid Social Ads to deploy and manage on the Sprinklr platform

Launched Kasisto Chatbot to monitor/respond to Facebook Messenger comments

Blue Cross Blue Shield of Minnesota, Eagan, MN Jun 2016 – Aug 2016

Sr Business Analyst, Medicare & Retirement (contract)

Consulted with BCBS-MN to ensure readiness for annual Medicare enrollment.

United Health Group / Optum, Minnetonka, MN Oct 2010 – Mar 2016

Sr Business Analyst, Digital Marketing – Medicare & Retirement (contract)

Managed projects to create engaging and intuitive online experiences on desktop, tablet, and mobile devices for United Healthcare Medicare plan membership.

Launched new websites, ran digital marketing campaigns to help prospects and members understand ways to improve their health.

Coordinated usability and focus groups to obtain direct input and feedback from members for Web tools and mobile apps to ensure an engaging experience.

Measured site engagement with WebTrends, Google Analytics, and Adobe Analytics

Life Time Fitness, Chanhassen, MN Mar 2010 – Sep 2010

Sr Business Analyst, Life Time Fitness (contract)

Evaluated e-Commerce packages to re-platform on-line store for Life Time

Conducted usability sessions to learn how membership uses lifetimefitness.com

Delta Airlines, Minneapolis, MN Feb 2007 – Mar 2010

Sr Business Analyst / Project Manager Delta Airlines (contract)

Updated Northwest Airlines MN Operations applications to Delta Airlines GA Operations Control Center across live 24x7 shifts limiting impacts to flights.

Fulcrum Consulting, Minneapolis, MN Feb 2007 – Feb 2008

Consultant / Business Analyst / Project Manager Northwest Airlines (contract)

Converted aircraft maintenance applications to a web-based platform.

Supported deployment of onboard aircraft remote monitoring software and devices

Analysts International, Edina, MN Aug 2006 – Feb 2007

Consultant / Business Analyst, United Health Group (contract)

Implemented Care-One Clinical Care tablet application to use for in-home visits.

Barden Solutions, Eagan, MN Apr 2005 – Aug 2006

Consultant / Business Analyst / Project Manager US Bank (contract)

Managed projects for US Bank Home Loan and Credit Card business units.

GMAC – Residential Funding Corp. Minneapolis, MN Jun 2003 – Apr 2005

Business Technology Analyst, International & Emerging Business eCommerce

Expanded RFC mortgage lending in the US, Canada, Germany, Netherlands, and UK.

Tech-Pro Inc. Dec 2001 – Jun 2003

Consultant / Business Analyst / Project Manager (contract)

US Bank (Feb 2002 – Feb 2003)

Responsible for business analysis of various projects within the ACAPS development team.

Developed a centralized system launch to facilitate broker-initiated lending.

Automated delivery of immediate loan decision responses.

Target Corp. (Feb 2001 – Feb 2002) (contract)

Facilitated software deployment at Target stores, marketing, supply chain, and operations.

Coordinated software and hardware installs to stores and conducted web usability testing to validate design of web-based retail and grocery management tools.

Education

Bachelor of Science – SDSU

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