Project Manager Scrum Master

JOHN HASCHKE, CSM, CSPO

***********@*****.*** 512-***-**** Linkedin.com/in/john-haschke-0b17314/

PROJECT AND TECHNICAL ESCALATION MANAGER

Performance-driven Escalation Manager with 10 years of experience leading internal technical teams in the rapid response and resolution of escalations and technical issues for high customer satisfaction levels. Well-versed in gathering functional/technical requirements, organizing teams and resources, and planning and executing projects for the delivery of solutions within deadlines and allocated resources. Expert in Spectrum Protect and Spectrum Control product family sets with proven success saving multi- millions in revenue and licensing renewals, along with increasing competitive takeouts and driving purchases and relationships. Core Competencies

Project Planning and Execution

Incident Resolution Processes

Issue Troubleshooting/Resolution

Executive Communication/Reporting

Resource and Team Organization

Customer Liaison and Satisfaction

Technical Team Leadership

IBM and Spectrum Storage

Rapid Escalation Response

Post-incident Reviews

Continuous Process Improvement

DB2, OS, and Cloud

PROFESSIONAL EXPERIENCE

IBM STORAGE, Austin, TX 2007 – Present

Technical Escalation Manager (2018 – Present)

Head internal technical teams in the rapid response and resolution of complex escalations and technical issues for high customer satisfaction levels. Own client communication while leading weekly worldwide team meetings to review open escalations and communicate new and ongoing priorities. Plan and execute assigned projects within deadlines and allocated resources. Deliver quality services for DS8000/Storwize, SVC, FlashSystem, Scale, Tape, and COS while promoting IBM brand and systems products.

Implemented solutions for a customer not getting adequate support due to internal processes and association of the company with a foreign government.

Resolved a long running customer issue within 2 weeks by collaborating with Support and Development to drive multiple daily customer calls and develop and implement a viable solution.

Spearheaded a project for the publishing and modification of the Global CSP Escalation Management Playbook for Storage TEM work handling provided by the Cognitive Tooling DevOps team.

Prepared IBM executive summaries, ad hoc, and monthly reports using Excel and Salesforce to keep senior management and executives up to date and informed of key customer escalations.

Achieved 100% customer satisfaction by coordinating weekly global team meetings to review open escalations and communicate new and ongoing priorities, along with post-incident process reviews for continuous improvement.

Drove escalation deflection as a member of the Managed Escalation Cause Code Pilot team handling customer issues.

Tracked the progress of complex technical issues using JIRA/Kanban/Trello/Mural and assisted in removing obstacles that slowed the resolution process.

Resolution Technical Leader (2013 – 2018)

Coordinated the technical resolution of incidents and escalations in partnership with technical support engineers, development engineers, sales, and services for high customer satisfaction. Drove projects to execution and delivery of technical solutions.

Paved the way to minimize future escalations, discover why escalations were opened, and ways to deflect them by pulling data from escalation management tools, data-mining for any patterns, and presenting evidence to executives/managers.

Created a tool for escalation managers to reference and use by championing a project to write a playbook for storage team escalation managers that involved building a team, coordinating weekly meetings, and compiling suggestions and changes.

Addressed incoming escalations from internal and external customers and organized the appropriate resources and teams to help drive timely resolution.

JOHN HASCHKE Page 2 ********@**.***.*** 512-***-**** Staff Engineer – Level 2 Support (2007 – 2013)

Delivered quality technical support and resolution while identifying security gaps and driving for closure. Handled L2 and above- level technical escalations and resolved them within SLA.

Boosted user satisfaction and reduced downtimes by troubleshooting enterprise environments (including debug/product logs reading/SQL queries) related to Tivoli Monitoring products, from versions 3.7 to 6.x, for Tivoli's Inventory and Software Distribution products.

Enabled accurate service monitoring by compiling team metrics, customer satisfaction reports, and team technical and informational documents for public consumption.

EDUCATION

Bachelor of Arts (BA) in Biochemistry

University of Texas, Austin, TX

CERTIFICATIONS

Certified Scrum Master (CSM)

Certified Scrum Product Owner (CSPO)

Certified IBM CIO Technical Owner

Certified Associate in Project Management (CAPM)

TECHNICAL PROFICIENCIES

Trello, Mural, Jira, Medallia Lite/NPS, MS Excel Outlook Word and PowerPoint PROFESSIONAL TRAINING AND DEVELOPMENT

Agile Scrum Master Intermediate Learning track

Introduction to Managing Agile Projects at IBM – PM100G Project Management Fundamentals – PM10G

Essentials of Offering/Product Management Learning track Python for Beginners – In Progress

Aspiring To Management – MD001

Intro to IBM Sales Cloud

Marketo Requestor Enablement Learning track

Field Marketing Professional Learning track

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