Scrum Master Technical Support

JOEL A. MCLEAN, II

Greensboro, NC *****

336-***-**** - **************@*****.***

PROFESSIONAL SUMMARY

Highly trained individual knowledgeable in web development technologies and considered talented leader. Certified Scrum Master with definitive leadership qualities and strong critical thinking and decision making skills. SKILLS

Software Development

API Development

Information Security

Machine Learning

Client Relations

Analytical Thinking

IT Infrastructure

ITIL Knowledge

Digital Transformation

Cybersecurity Expertise

Effective Communication

IT risk management

WORK HISTORY

03/2022 to Current IT Technical Analyst - Scrum Master CSR & Associates – Remote

Enhanced system performance by identifying and resolving complex technical issues. Successfully managed 20 IT projects simultaneously, meeting strict deadlines and budget constraints.

Delivered comprehensive technical support to end-users, ensuring minimal downtime and swift issue resolution.

Removed obstacles and foster an environment of innovation, continuous flow, and continuous improvement to the quality of deliverables while defining the Definition of Done.

Support the Product Owner to manage the backlog and guide the team with respect to priorities and scope.

04/2018 to 02/2022 Scrum Master

Zlam LLC – Remote

Streamlined IT support processes, resulting in increased productivity within department.

Coached team members in Agile practices, promoting a culture of continuous improvement.

Collaborated with product owners, team members, technologists, and other scrum masters to define solutions and drive progress.

Facilitated cross-functional communication, enabling teams to collaborate effectively on project tasks.

Improved project delivery timeframes through effective backlog management and sprint planning.

Improved team efficiency by implementing Agile and Scrum methodologies for project management.

01/2015 to 03/2018 IT Technical Support Specialist J & J Services – Remote

Enhanced system performance by identifying and resolving technical issues promptly.

Streamlined IT processes for increased efficiency and reduced downtime. Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Documented support interactions for future reference. Diagnosed and troubleshot hardware, software and network issues. Reduced support tickets through proactive maintenance of hardware, software, and systems.

EDUCATION

08/2023 Certified Scrum Master Certification

Scrum Alliance - Remote

05/2018 Bachelor of Science

James Madison University - Harrisonburg, VA

05/2014 High School Diploma

High Point Christian Academy - High Point, NC

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