Scrum Master Customer Support, technical support, implementation

Patricia Prewitt

267-***-**** Quakertown, PA ************@*******.***

Support Manager

Transformational technical management and project management leader with a focus on helping organizations reach desired goals within business and technology. Certified Scrum Master with a focus on cross-functional software development projects. Skills include:

Workflow Optimization

Problem-Solving Staff Training and Development

Customer Service Team Leadership

Systems Implementation

Operations Monitoring

Solutions Development

Experience

Quest Diagnostics 2005 – 2022

Operations Support Manager / Escalation Manager (2011-2022)

Managed a team of 7 dedicated developers (Java and DBA), handling the request for service tickets through the ServiceNow application.

Utilized business knowledge to assist in decision making and provide support to the technical development manager, including performing ad hoc requests and representing the team on planning meetings.

Performed operational support, maintenance and system configuration as defined in departmental operating procedures and recommends operational and process improvements.

Instrumental to supporting critical issues and worked with the problem management group to document the root cause and provide mitigation steps.

Participated in full lab automation implementations in New England and New Jersey.

Assisted with system configuration on the order entry system side.

Deployed additional resources (Java and Database developers as well as software QA analysts) to address critical production showstoppers.

Assisted development manager with a POC of Optical Character Recognition with the order entry system.

Reduced repeatable tickets by over 50% and reduced ticket backlog by 84%.

Demonstrated advanced proficiency in gathering requirements, developing specifications, preparing and reviewing documentation.

Developed, validated and executed comprehensive test plans Performs 24/7 on call support if applicable.

Communicated effectively, negotiated changes, and assisted in prioritization of tasks.

Acted as a Subject Matter Expert Educate and coach other team members; providing quality mid-year and year end performance evaluations.

Awarded multiple recognition awards for being customer focused.

Senior Analyst, IoT (2019-2020)

Prepared lab personnel for major system change (moving from legacy systems to standardized lab information system) by attending risk assessment meetings, project planning and training preparation meetings.

Prepared implementation plans and provided on-site support during conversions which included training local IT team members, assisting with user training and creating documentation.

Completed implementations in West Hills, CA; Cincinnati, OH; Atlanta, GA and Dallas, TX which also included integrating automation into the processing line); Cambridge, MA; and Tampa, FL. Once converted, served as implementation analyst for software quarterly releases.

Received Scrum Master certification and worked on cross-functional Agile projects.

Education

UMass Boston

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