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Scrum Master Customer Service

Location:
Dallas, TX
Salary:
60 hr
Posted:
September 08, 2022

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Resume:

CHARLES HILL

S C R U M M A S T E R

S U MMARY

Team-driven Scrum Master knowledgeable in task prioritization, risk management and workflow optimization. Committed Agile expert with over 6 years of expertise in Scrum practices and facilitating self organizing cross-functional teams that deliver shippable products during each sprint.

E X P E R I E N C E

Scrum Master

Mansetek Dallas, TX February 2020 - Current

SCRUM MASTER

PROTECH Dallas, TX February 2017 - January 2020 Field Engineer

Field Nation Minneapolis, Minnesota May 2012 - December 2016 Worked with Product owner and end users to prioritize feature development and enhancements to meet acceptance criteria.

Led daily scrum stand-ups and sprint planning meetings for multiple, concurrent projects using Jira software.

Trained and mentored team members on best and most effective ways to use Scrum processes to improve efficiency and increase velocity each sprint. Evaluated projects for issues, alleviating problems and distractions to meeting team goals.

Assessed team metrics and worked to drive improvements and innovate new approaches.

Consistently worked to identify project risks, initiate risk mitigation and implement risk reduction action plans.

Strong understanding of Agile methodology and Scrum Defined workflows and processes in fast-paced, Agile environment. Facilitated multiple internal and outside scrum teams, ensuring effective collaboration and communication.

Served as liaison between Stake holders, Product Owners and Development team to make sure user stories were understood and implemented. Optimized team velocity to achieve high levels of improvement each sprint. Implemented Daily Review of Burn-up and Burn-down charts to track team progress.

Executed critical path scheduling for product development in order to meet delivery schedules and budget.

Managed highly complex projects impacting all areas of enterprise and crucial to bottom-line success.

Defined workflows and processes in fast-paced, Agile environment. Defined appropriate metrics and measurements to drive results. Analyzed operational performance to identify pain points and provided actionable solutions to management.

Identified needs of Stakeholders promptly and efficiently. S K I L L S

Servant Leadership

Backlog management

Software process management

Meeting participation

Agile best practices

Effective customer communication

Customer requirements analysis

Scrum Framework

JIRA

Kanban

Metrics

Stakeholder engagement

CSM

A+

C O N T A C T

682-***-****

***************@*****.***

Irving, TX 75039

C E R T I F I C A T I O N S

Assisted in technical support process refinement to improve customer service and support.

Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.

Organized repair and replacement of PC components and systems. Updated and reconfigured existing and new computers with current software and operating systems.

Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.



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