Ken Shepherd

Skilled Business Systems ITSM Analyst and Scrum Master

adzy5z@r.postjobfree.com • 602-***-****

LinkedIn • Phoenix, AZ

Accomplished leader of people and builder of operational strategies with over 25 years of progressive experience facilitating the success of organizations through an efficient approach to Agile/Scrum project management and business and systems analysis. Adept at translating technically complex concepts into simple operational strategies. Skilled direct communicator, who is proficient at collaborating with stakeholders to achieve operational efficiency. A proven track record of leading analysis and requirements-gathering efforts for application development projects.

Proficiencies

Key Skills:

Operations Leadership Agile and Scrum Methodology Microsoft Excel VBA SQL Queries ITSM/Service Now HTML5/CSS Jira/TFS Azure Strategic Planning and Execution Project & Program Management IT Management KPI & SLA Design and Implementation Customer Relationship Management Competitive Analysis Business Development Leadership Software Programming IT Management Systems Analysis Product Backlog Management Sprint Planning

Work Experience

Exception Analyst, Wells Fargo Phoenix AZ 2/2023 to 6/2023 (Contract)

Managed multiple exceptions to successful resolution using ServiceNow, Confluence, Jira and proprietary tools.

This role leveraged business analyst skills to analyze the exception and the requirements for resolution

Leveraged VB skills to automate ad-hoc report requests

Business Analyst Systems Analyst, Western Alliance Bank Phoenix AZ 11/2016 to 11/2022

As an Agile and Scrum Business Analyst, successfully managed the product backlog and led Sprint planning sessions (using Azure, Jira)

oThese meetings helped the team generate sprint requirements, design and testing plans and case documentation.

Sought out requirements for business and detail requirements documents for multiple projects simultaneously.

Efficiently built templates for detailed business requirements documents needed for each project.

Built and implemented automation for reporting and analytics initiatives.

oIn so doing, reduced human error and improved accuracy.

Successfully performed the role of Scrum Master for multiple projects, as well as completed the duties of Jira App Administrator.

Performed QA tester role for two years, documenting/tracking defects in TFS/Azure

Implemented financial invoices reconciliation report this analytic discovered over $400,000 of incorrect invoicing.

Senior Service Delivery Analyst Business Analyst, American Express Phoenix 06/2012 to 06/2016

During tenure in this role, completed the duties of several roles including Project Manager, Scrum Master, Business Systems Analyst, Incident Manager, Change Manager.

Was accountable for leading teams that enhanced and supported an intranet tool used across the organization to notify leadership of business impacts of major customer-facing applications.

oAs part of this process, leveraged a diverse array of business analysis skills.

Successfully designed and implemented enhancements to support department communication standards and to simplify communications processes.

oAs part of this project, led a production support and development team, wherein agile scrum methodology was used.

oFacilitated JAD sessions to drive the content of sprint backlogs.

oThis project used the Microsoft .net framework, as well as Visio diagrams to document entity relationships, process flows, state transition (UML) and use cases.

Built and implemented a tool to check RFCs (change records) for compliance to standards.

oThe creation of this tool saved time due to automation and prevented implementation delays due to non-compliance with change management standards.

Leveraged SQL to export data into Microsoft Excel for deep analytics to drive process and service level improvements.

Facilitated a project to automate Microsoft Outlook 2007/2013 to improve efficiency and communications with various customers and stakeholders.

Designed, built, and maintained multiple SharePoint team site content.

oThis included calendars, custom lists, document libraries, and wiki pages.

oDrove the design specifications and function design documentation for the software development teams.

Implemented financial reporting around forecasting, accruals, timesheet and personnel;

This Lead Programmer Business Analyst, American Express Phoenix AZ 06/2001 to 06/2012

Was accountable for leading technical teams in the support and troubleshooting of multiple financial internet/intranet applications (using ServiceNow Incident, Problem and Change modules).

oThis included customer facing internet sites.

oAs part of this project, I programmed automation to reduce cost and improve productivity and accuracy.

Augmented team efficiency by designing and implementing a knowledge base in a SharePoint site

Successfully automated a manual and error-prone scorecard production process.

oThis update reduced the average monthly production time from 30 hours to 2 hours.

Designed and implemented an availability tracking and reporting system for use by applications that could not use automated measurement tools such as Gomez and Keynote using MS vb.net platform.

Built and implemented an incident ticket queue monitor.

oThis system would alert the support teams when tickets returned to their workgroup queues.

This change improved the team’s performance on incident related SLAs.

Facilitated JAD sessions to define/gather and document business requirements and objectives

Lead Software Specialist, American Express Phoenix AZ 06/1996 to 06/2001

Earned promotion from Individual Contributor to Lead role during tenure.

Helped with the development of a Visual Basic client application.

Lead technical support team to drive service restoration activities after the client application rolled out to production.

Designed and implemented a production monitoring tool to alert support team when application failed.

oThis improved the elapsed time to restore service to the Business Customer.

Programmer/Analyst, American Express 06/1994 to 06/1996

Performed enhancements and bug fixes on an AOL financial application.

Built a Korn shell script that pre-checked application build components for the purposes of avoiding breaking the master application builds.

Further Work Experience

Software Specialist, Honeywell Bull 06/1994 to 06/1996

Benchmarked Custom Fortran applications in support of mainframe and PC product sales initiatives.

Performed permanent resolution for all problem reports from customers.

Performed benchmarks and demonstrations in support of Sales campaigns.

Education and Training

Bachelor of Science in Business Administration University of Arizona

Certifications: PMI PMP Project Management Professional Certification (2016) PMI PMP Exam Preparation Course (2016) ITIL Foundations 3.0 Certification (2012) Agile Team Training Camp (2015) Microsoft Visual Basic for Applications Certification

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