Scrum Master Call Center

John A. Riehle

**** ****** **** ***, ******** Florida 34785 614-***-**** ****.******@*****.***

SUMMARY - Senior IT and PM Professional

Multi-disciplined IT professional with expert qualifications in the direction of enterprise IT Program & Project Management, specializing in Agile Scrum Software Development, QA-Software Configuration / Release Management systems & government IV&V oversight management including Risk Management & Earned Value Analysis. A Project Management Professional (PMP) with extensive experience in progressively responsible positions in large-scale IT SW Waterfall and Agile development organizations, developing business & technical requirements, performance & project auditing metrics, Data and Call Center/Facilities design and business management at the P & L level.

EDUCATION

BS MIS, Computer Science, Management Information Systems (MIS), University of Alabama, Huntsville, AL

BSBA, Business Management, Marketing, University of Alabama, Huntsville AL.

BSME, Mechanical Engineering Studies, Ohio State University, Columbus, Ohio 4/5 years)

CERTIFICATIONS

Certification, Program Management Professional, (PMP) - American Graduate University, Covina CA – Current PMI membership

Certified Agile Master, AMC, VMEdu, Scrum Study July 2018

Certified Scrum Master, SMC, VMEdu, Scrum Study, December 2017

Certified Scrum Product Owner, SPOC, VMEdu, Scrum Study June 2018

Certification, Telecommunications, Brain bench Test Center, 2002

Certification, Project Management, Brain bench Test Center, 2002

Certification, People Management, Brain bench Test Center, 2002

Certification, HTML/XML Programming, Brain bench Test Center, 2002

Certification, FAA Commercial Pilot, Airplanes and Rotorcraft, Instruments

Qualified US Army Combat Master Aviator, Utility & Attack Rotorcraft

SPECIAL SKILLS AND EMPHASIS

Very strong background in Information Technology, Program/Project Management, Aerospace Engineering, Software Development Life Cycle (SDLC) process & Agile development Best Practices, Including Agile Master Certification (AMC), Agile Scrum Master (ASM) and Scrum Product Owners Certification (SPOC), Agile Quality Assurance, Capacity Planning, designing custom Performance Metrics including project Earned Value analysis and reporting, Business and Technical Requirements development, Process Engineering including Work Flow & Risk analysis, Work Breakdown Structure (WBS) with experience ranging from hands-on working level project management to executive management.

Demonstrated expertise in large company leadership, team building, with excellent people skills with mentoring with an emphasis on knowledge transfer as a personal emphasis.

Project Management Professional (PMP) and Lead Instructor of PMP Certification at a local commercial college using the Boston University Curriculum for PMI ~ PMP Certification.

oMore than 15 years’ experience in Large Company PMI/PMBOK based Project Management

oAgile SW development.

oCloud Storage management

oAgile Scrum Master Certified

oAgile Master Certified

oCost/Cash Flow Tracking & Audit Reporting

oFacilities & Infrastructure Management

oSDLC Development

oAgile Product Owner Certified

oVersionOne Agile management

oSharePoint project management

oPresentation Skills

oPMI – PMP Lead Instructor

oCall Center Design & Management

CA Clarity & CA Open Workbench

TECHNICAL EXPERTISE

Expert skills in Agile SW development – including Agile Master Certified (AMC) & Scrum Master Certified (SMC), Scrum Product Owner Certified (SPOC)

Expert skills with VersionOne, CA Clarity, CA Open Workbench, MS SharePoint 2013 and VersionOne Agile management,

MS Office, MS Word, MS Excel, MS Outlook, MS PowerPoint, MS Access, MS Link, MS Project, MS Project Server, MS Visio, .Net Web based Development and process modeling tools.

Program Managed a major Bank Infrastructure upgrade and refreshment project for an obsolete Capital Markets Home Lending Document Custody Management Services System application from a Windows based client–server based 32-bit application to a .Net based 64-bit application.

Managed refreshment of the obsolete and unstable Win2000 32-bit SQL 2000 application server, Database, Reporting & Disaster Recovery servers to a new Windows 64-bit SQL 2008 server infrastructure. The project also retired the obsolete Loan Document Management Application and unstable server system.

Program Managed a key Agile Software Development program for a major banking concern (JPMC) as Scrum Master that consolidated four internally developed “Pricing Event Applications”. The 18-month S/W development program automated a previously labor-intensive manual and excessively time-consuming process. The new consolidated application shortened a yearlong “Price Event” process to less than six months and reduced operation costs by several million dollars. The program was managed using a synthesized Agile SW development process consisting of seven each ten-week Sprints and was completed on-time and below projected costs. The consolidated application included more than 1.5 million lines of high-quality code.

As IT Director, managed five (5) Enterprise Technology groups including IT Change Management, Release Management, Program Management Office (PMO), Special Application Development teams and Off-Shore SW Test teams managing more than 150 IT professionals

Designed and developed an enterprise wide Program Management Information System (PMIS) for a major aviation company (NetJets) to include selection of Program Management tools, Developed System Architecture, PM Infrastructure design, Document & Content Management (DM/CM), Risk Management & Project, Risk-based Audit Planning tools controls & reporting, Team collaboration tools and process, E-mail management tools and the creation of a Program Management Office organizational Structure and PM Job Description suite.

Expert skills with Agile Scrum, XPe, Waterfall/Spiral SDLC Best Practices in a large company environment.

Developed and deployed enterprise wide Agile and Automated Software Testing Best Practices Methodology and Tools in a large company IT environment.

Extensive background in Business Case, IT Methodology development and Process Analysis/Preparation and Project Planning including project COST estimation, Performance Metrics and Audit controls.

More than 15 years’ experience in multi-functional, cross-departmental and multi-system Project delivery on-time and within projected cost.

Excellent organizational and briefing skills at the executive level.

EXPERIENCE

HCL Technologies – Citibank. Tampa Florida (REMOTE)

Senior Program Manager

12/04/2020 to Present

Successfully provided Project Supervision of assigned Project Managers and project performance oversight for Twenty One (21) IT development projects

Provided supervisory governance for more than 20 Citi Projects Managers

Provided daily dashboard reports for project KPIs, performance exceptions, Milestone Events and Risk remediation.

Successfully managed weekly assigned projects for specific program content including, Charter, progress exceptions Milestones and required documentation.

Provided daily and weekly examination of project files to insure presence in SharePoint and Project Tracking System (PTS) system.

ORLANDO HEALTH, INC. Orlando Florida

Senior Project Manager,

01/05/2019 to 10/15/2019

Successfully Project Managed a major Infrastructure project for Centralized Printer Management for over 6,200 printer’s enterprise wide.

Project included contract negotiations for procurement, Application User Acceptance Testing and deployment of a Centralized Printing Management system. Contract negotiations with a vendor and subcontractor that allows any corporate user to locate the nearest printer in any facility and print to it from any location within the Orlando Health network.

Successfully Project managed procurement, including contract negotiations, internal funding justification and approvals, project planning using Clarity Open Workbench and MS project planning and functional deployment of a Facility Work Order Management system called eMediTrack that provides an enterprise wide maintenance work order management system for over one hundred and sixty Orlando health facilities.

HEALTHFIRST INC. Lake Mary Florida

Scrum Master, Tactical Operations

01/05/2018 to 08/30/2018

Successfully Operated as Scrum Master for a series of large-scale product development projects.

Conducted Daily Standup Meetings to facilitate status for up to 20 User Stories per Sprint

Coordinated development of Epic User Story Backlog

Directed User Story Development and recorded in Epic Backlog

Directed selection of specific User Story for each sprint episode.

Coordinated closely with the Agile “Product Owner” and Business Stakeholders to insure Sprint completion on a time-boxed schedule.

Facilitated correction and elimination of project impediments and blockages.

Trained and mentored Scrum team members in Agile/Scrum practices

Conducted & directed Sprint Planning Sessions

Conducted Sprint Retrospective and Sprint Review sessions

Grace Management LLC – VILLAGE OF FAITH MINISTRIES, Wildwood, Fl

Senior IT Management and Security Consultant

03/01/2015 to 01/05/2018

Successfully provided Project Management services to Local Technology business to set up initial Network Infrastructure including installation and maintenance of Windows Operating Systems and MS Office Application software.

Researched, authored and published a ministry Security Policy and procedures document.

Establishment of selection criteria and training & Certification of armed safety personnel.

Established radio and telephonic communications protocols with community emergency organizations for safety/Security personnel.

NCR SOLUTIONS LLC, - IBM Solutions Columbus Ohio (REMOTE)

Senior IT Agile S\W Development & Infrastructure Program Manager, Remote

11/01/2014 to 09/10/2015

Successfully operated as a Program Manager, remotely supervising seven multinational Project Managers located in the U.S., India, Poland and England.

Managed twenty-three (23) simultaneous Agile & Waterfall software development projects and worldwide IBM infrastructure projects.

Operated remotely from home within the IBM Standard remote operating procedures.

Developed, published and supervised distribution of an Enterprise wide IBM Agile software development procedures including operating policies and standardized terminology and Scrum schedules.

UNICON INTERNATIONAL - HONDA OF AMERICA, Marysville, Oh

Senior IT Infrastructure Program Manager

01/21/2013 to 03/30/2014

E-Discovery: Successfully managed a multimillion dollar “E-Records Archive” project to develop an enterprise wide Data Management System for structured and unstructured data stored in disparate corporate storage environments including individual on-line Share Drives, corporate wide SharePoint 2013 storage, IBM Lotus Notes, and individual Desktop and Laptop storage environments.

Private Cloud: The new E-Records Archive system included design and implementation of a new Private Cloud Archiving system and a negotiated “Managed Services” Contract.

CA Clarity Application Portfolio Management system including CA Open Workbench project management tools were effectively used together to maintain project scheduling, financials, status reporting, performance metrics, milestone tracking as well as Resource Management.

Vendor Selection: Successfully managed a multi-vendor E-Records competition to provide E-discovery & Archiving services including vendor source selection & contract negotiation.

oThe new E-Records Archiving system provided the ability to search, index, & classify data by data type and legal retention rules, including Defensible Deletion of records, De-duping, & Trash file removal for over 15 terabytes of data stored in the corporate storage environment

oStorage Space Reduction: Achieved a 66% in overall Reduction of required storage space and reduced maintenance costs.

oLegal hold: System created the ability to place a legal hold on any file stored in any corporate storage location.

Acura NSX Factory Infrastructure Successfully managed the design, and implementation of a new Honda Sports Car factory startup IT Infrastructure to include, Shared Resources, Wired and Wireless Network systems, Automated Wireless construction and assembly tools, Robotics management, Internal/External Communications systems, & 3rd party automation assembly equipment.

PERFORMANCE METRICS: Developed customized project performance metrics and financial tracking system used on several projects.

JPM CHASE BANK, Columbus, OH

Senior Bank SW Development & Infrastructure Project Manager

07/25/2011 to 07/30/2012

Successfully managed a major multi-year Capital Markets, Home Lending Document Management application upgrade and server refreshment.

Project involved upgrade of key Mortgage Document Custody Management Services System (CMSS) application.

Development of more than 157 customized application program interfaces (API) to enterprise bank business area’s & over 311 customized business and performance reports.

Refreshment of obsolete and unstable application host servers & disaster recovery system including 14 Virtual and HW database and report servers.

Updated obsolete system architecture from Windows client–server based 32-bit SQL server 2000 system to .NET based 64-bit Windows SQL 2008 database and state of the art Disaster Recovery architecture.

CARDINAL HEALTH, Columbus, Oh

Senior Enterprise Infrastructure Project Manager

01/31/2011 to 05/23/2011

Successfully managed an enterprise wide multiple “Business Objects” Pharmacy applications upgrade and migration effort from end-of-life Linux servers to new Windows based servers.

This project included development of a new system architecture & support software including customized SDK software across the corporate firewall to the core environment.

Project was deployed on schedule with full performance and $50,000 under planned cost.

Managed multiple & simultaneous infrastructure projects including converting 22 national wholesale and retail Pharmacy outlets Oracle database back-up systems from DSL based backup systems to 3G wireless.

Managed an enterprise wide Customer Account number system upgrade to allow retention of retail and commercial Cardinal customer account numbers after loss or change of DEA license numbers for individual Pharmacy customers

JP MORGAN CHASE BANK, Columbus, OH

Senior Software Development Project Manager

01/2010 – 01/2011

Managed a major Agile SW development program as Scrum Master that consolidated four key bank “Pricing Event” applications

New application automated previously time-consuming & labor-intensive manual applications.

The new automated Price Integration Application shortened the previous 12 months manual operation cycle to less than six months and generated more than 1.5 lines of high-quality database and JAVA Web based code.

The new SW Application was successfully developed using a synthesized Agile SW development process that completed the 18-month program on-time and under-cost

The new PIA application will reduce operational costs by several million dollars annually by reducing Pricing Event Cycle time to less that 50% of previous combined systems and reducing labor costs by 60%.

GRACE MANAGEMENT CONSULTING LLC, Dublin, OH

Principle Director & Consultant

11/2008 – 01/2010

Provided Web Site HTML/XML development support for various small businesses; including technical book sales & Child Care web site development, and professional development.

Professional Resume development and consulting services.

NET JETS AVIATION, INC. Columbus, OH

Senior Program Management Consultant

05/2008 – 11/2008

Selected for consulting position because of unique combination of skills & experience, which includes more than 20 years of IT Program Management, and Program Management Professional knowledge augmented by a required Military and Commercial Pilot background.

Performed a comprehensive Program Management infrastructure analysis for NetJets Aviation, Inc. Flight Operations Department.

Authored Program Management Infrastructure Requirements Document that includes selection & specification of Program Management tools, Document & Content Management Systems, Automated E-mail management System, Project Team Collaboration tools and Aircraft Maintenance Management system.

Designed and documented the creation of a new Program Management Office (PMO) including Proof of concept staff structure and job descriptions to support more than 100 Flt Ops ongoing Projects.

Authored a new “Program Management Guide” that includes Flight Operations Project Management operating policies, procedures, process Best Practices and customized project performance metrics.

Designed & documented a new project management financial accounting infrastructure process and forms that for the first-time permitted Flight Operations the ability to Authorize, fund, and track project financial performance.

FOX SYSTEMS, INC. Scottsdale AZ

Senior Program Management Consultant QA/QC

03/2006 – 11/2006

QA/QC Technical Lead on the Oregon Statewide Automated Child Welfare Information System. (SACWIS) writing Business and Technical requirements.

Provided IV&V oversight for the Oregon SACWIS program.

SYSTEST LABS LLC, Denver Colorado

Senior Program Manager, (IV & V) – QA

01/2005 – 03/2006

Directed a comprehensive Independent Validation & Verification (IV&V) evaluation of a large company Software Development Life Cycle (SDLC) and development of Best Practices.

Directed evaluation and remediation plans for a large company SW Requirements Management, Development Process and Quality Standards, Tools and Certification processes to bring a client company up to CMM Level II standards.

Directed development of a customized Integrated Tool Suite (ITS) and “Barely Sufficient” CMM Process” along with a Three Phased Implementation plan for large company client.

QWEST COMMUNICATIONS, INC. Dublin, Ohio

Director, IT - Software Configuration & Release Management and IT Program Management Office

09/2002 – 03/2004

Directed the Enterprise wide Windows XP Pro OS Upgrade and Consolidation program - moving from Win 98, Windows NT, Windows 2000, and Windows Millennium to Windows XP Professional involving over 5,300 plus desktops enterprise wide.

Directed an Enterprise wide migration & upgrade development project for more than 360 Oracle 7x, & 8x to Oracle 9-I applications that were hard-wired to version specific Oracle based Database applications involving over 28 Million records. This project exceeded $32M in redesign, development, test and deployment costs over an 18-month period.

Directed implementation of the first Agile Scrum software development Facility and dedicated Agile Development Team at Qwest Communications.

oRecruited and assigned project dedicated Paired Development Team, Test Team and dedicated Business User members.

oEstablished Agile software development scored Iteration process, Project Roadmaps and Agile Best Practices.

oEstablished the first Agile Scrum Master procedures, Daily Standup meetings & best practices and job description.

oEstablished an Agile Scrum activity “stand-up room” for project coordination and display of User Stories

Directed and Project Managed the Roll-out and implementation of the Qwest Internet Application Utility (IAU), a .Net Web based user interface that reduced the number of enterprise servers nationally from 7,000 to only 200, achieving an annual savings of nearly $26M.

Consolidated all of Qwest Software Configuration & Release Management tools from 39 different SCM and RM tools into one (1) SCM tool resulting in $Six Million in annual license fee savings, reduced training and software maintenance costs.

Negotiated a one-time Perpetual Enterprise software agreement resulting in a 5-year cost savings of $13M.

Directed a successful consolidation of all 1,100 AS-400 Mainframe Applications to a single Software Configuration Management (SCM) tool and common SCM and Release process, resulting in millions of dollars in savings.

Directed the development of an innovative new Qwest Integrated Tool Suite, (ITS) a .Net web-based tools consisting of four 3rd party SW Life cycle Development tools, integrated to work in concert providing Integrated Development Environment. (IDE) resulting in increased efficiencies, lower costs and reduced development times.

Developed a new Web based .Net user interface TRAINING CONCEPT, which resulted in a reduction in training times for SW Developers and S/W Testers from ten days to two hours.

INTERACTIVE TECHNOLOGIES, INC. Erlanger, KY.

05/1999 – 09/2002

EXECUTIVE VICE PRESIDENT – Facilities and Program Management Office (PMO),

Designed and directed construction and operationally managed a 500 Seat Prepaid Calling Card High Volume Call Center.

Designed and directed construction of major raised floor Data Center and operationally managed a DATA CENTER, with Tri-dundant HVAC, FM2000 fire protection system, and a fail-safe triple UPS system with automatic transfer switch supporting over 200 servers. This data center provided .99999 % availability and reliability.

Successfully Designed, directed construction of a new $15M, 116,000 Sqft, five building Technology Data & Call Center and Day Care Center including all construction documentation, specifications and drawings.

Designed and Developed new Enterprise Financial Performance Metrics and Key Performance Indicators – including Web Based reporting for Call Center Management.

ADDITIONAL EDUCATION and CERTIFICATIONS:

Graduate, U.S.A.F. Nuclear Weapons Maintenance Course, Lowery AFB, Denver CO.

Graduate, FAA Private Pilot, Airplane, Ohio State University, Cols. Ohio

Graduate, FAA Commercial Pilot, Airplane, Ohio State University, Cols. Ohio

Graduate, FAA Commercial Pilot, Rotorcraft, Ohio State University, Cols. Ohio

Graduate, FAA Instrument Pilot, Airplane, Rotorcraft, Ohio State University, Cols., Oh

Graduate, U.S. Army Attack Helicopter, Aviator Qualification Course, Ft. Rucker AL

Certification, “The Art of Program Management” Rockwell Intl., Cedar Rapids, IA.

Graduate, Writing Winning Proposals, Shipley Associates, Cedar Rapids, IA.

Graduate, Effective Negotiating, Karris Center for Effective Negotiating, Los Angeles Ca.

Graduate, Neal Whitten’s No-Nonsense Advice for Successful Projects.

COMPUTER SKILLS:

MS Office Suite 2000 /XP/2003/2007 & 2010, Office 365

MS Office 365 for MAC & Windows 10 (Word, Excel, PowerPoint, Access, FrontPage & Outlook

MS Project 20216

Microsoft SharePoint 2021

CA Clarity and Workbench

IBM Lotus Notes and Lotus PM Docs.

HP (Mercury) Quality Center – Integrated Test Solutions Director

MS Project Server and MS Project 2000/2003/2007

XMS/HTML/JAVA

MS Visio 2000 and XP/2003/2007/2016

AutoCAD 2000

Various PC Operating Systems, including Windows NT, 95, 98, 2000, Millennium, XP, Vista, Windows 7, Windows 10 & Linux, Apple Leopard and Mountain Lion OS X.

AVIATION and MILITARY SKILLS

FAA Commercial Pilot, Airplanes and Rotorcraft

FAA, Instrument Rating, Airplanes and Rotorcraft

Master Army Aviator, Military combat ratings, Helicopters and Airplanes

3,660 Hours Pilot in Command time. (Military and Civilian)

Expert pistol marksman and competition Shootist

MILITARY STATUS:

U.S. Army Reserves and National Guard, Honorably Retired Officer - Veteran with 23 years’ service

U. S. Air Force - Veteran, honorably discharged, 6 years active service

SECURITY CLEARANCES:

U.S. ARMY & U. S. NAVY SECRET

U.S.A.F. TOP SECRET

PUBLICATION:

"WHAT IF YOU COULD PREVENT LIGHTNING DAMAGE?" - By Jack A. Riehle

oApril 1992 issue, COMMUNICATIONS TECHNOLOGY

"THE TELLURIAN” A Science Fiction Novel - By Jack A. Riehle

“A ROSS COUNTY FRONTIER CHRISTMAS – A Genealogical Short Story by Jack A. Riehle

THEY CAME TO AMERICA IN SAILING SHIPS,” A Genealogical & Immigration account of a Family by Jack A. Riehle

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