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Scrum Master Customer Service

Alpharetta, GA
May 30, 2023

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Holly L. Rabinsmith, CSM, CSPO, ICP

Atlanta, GA. 30009 714-***-****


Agile Program Manager (PM) – United Parcel Service (UPS), Atlanta, GA November 2018 - April 2023 Program Management Office (PMO) Workstream Lead governing program artifacts, deliverable management, and the processes and procedures supporting the multi-billion-dollar Procurement Coupa Transformation program

• Managed and mentored three employees and 20+ consultants across 4 pillars and 7 verticals; including interviewing, hiring, mentoring, and onboarding virtually and in-person

• Trained executive leadership in the Scrum framework through empirical evidence, activities, and training materials while facilitating all Governance Program meetings with executive leadership

• Redesigned the external facing UPS Supplier site for customers, media, competitors, and potential suppliers for an optimized search engine experience

• Created a program document library repository of all project deliverables, artifacts, and how to navigate content PM & ePMO Manager – Booz Allen Hamilton (BAH), Atlanta, GA March 2018 - October 2018 Senior IT Consultant contracted with the Centers for the Disease Control and Prevention (CDC) responsible for monitoring and managing program milestones, business metrics, resource planning, financial and cost reporting, coordinating seminars, and member of the BAH proposal team

• Authored the IT department’s Agile Scrum Playbook for department wide training and methodology execution

• Organized system implementation by preparing QuickGuides for deployment of new applications Business Analyst (BA) – TekSystems, Atlanta, GA April 2017 - March 2018 Contractor lead on the Management Information Systems Office (MISO) 2020 Agile Initiative to address problems in the current software development life cycle (SDLC) and the challenges that stem from operations and service delivery

• Supported Quality Assurance (QA) testers, created a layout/design for documenting application test results, and provided visuals for high-ranking military officials

• Created weekly newsletters for the entire CDC IT department on project life cycles, stage gates and milestones, contract deliverables, task order reviews, and executive briefings Business Systems Analyst (BSA) – Engility Corp, Remote September 2015 - April 2017 Client-facing advisor for Department of Veterans Affairs (VA) with projects at portfolio, program, and project level assessing products and documentation for quality of content, consistency, and business requirements

• Mentored and advised junior employees with writing and editing notes, emails, requirements, and public speaking VIP Coordinator – JW and Ritz Carlton Marriott Grande Lakes, Orlando, FL August 2014 - September 2015 Liaison between all resort departments and VIP guests executing private and corporate events

• Controlled and restored resort brand management through promotion strategies, customer service, and interpersonal skills EDUCATION

Master of Science in International Hospitality and Sustainable Tourism Management August 2012 - August 2014 University of South Carolina, Columbia, SC

Bachelor of Science in Communication Studies and Theatre August 2008 - May 2012 University of Montevallo, Montevallo, AL


Corporate Education Group, UPS June 2020 - July 2021

• Agile for Business Certification • Associates Project Management Certification

• Project Team Member Certification • Project Management Essentials Certification ICAgile Certified Professional (ICP) - ICAgile, Atlanta, GA August 2018 Certified Scrum Product Owner (CSPO) - Scrum Alliance, Atlanta, GA February 2017 Certified Scrum Master (CSM) - Scrum Alliance, Orlando, FL August 2016 Public Trust Security Clearance September 2015


Fickett Elementary School Mentorship Volunteer - African American BRG, UPS September 2020 - April 2023 Procurement Governance Culture and Change Committee - Chair Member, UPS August 2022 - April 2023 Reverse Mentor Program with Executive Leadership - Future Leaders BRG, UPS Summer 2021 Women’s Leadership Corporate Group - Lunch & Learn: Agile Scrum, UPS June 2019

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