Scrum Master Customer Service

Professional Summary

Reliable, detailed individual, and driven IT professional with successful ranges of corporate IT initiatives while participating in planning, analyzing, and implementing solutions on business applications. Solid understanding of standard customer service skills and ability to multi-task, strong problem-solving ability and meet project timelines. IT Analyst part of the Compensation Services, ITIL Process, Project Management Life Cycle and UAT (User Acceptance Testing) team to support project deliverables in the related banking financial business applications.

EDUCATION

Dallas Community College

oAssociate - Degree – Computer Information System

oComputer Information Systems LAN Server Operator

CERTIFICATE

oMicrosoft Certified Professional

oCompTIA Security +

oMicrosoft Azure Certificate

oAWS Training

oCertified Scrum Master

technical skills

Operating Systems: Unix/Linux, Window Servers 2008, 2010/2012/2016/2019/2022

Windows 10/11, Remote Desktop, Active Directory, WSUS, and DHCP.

Software: Microsoft Offices 2016/2019/ M365, MS Outlook Express, SQLServer 2008/2012,2019, and the Exchange Server.

Tools: SharePoint, HP Quality Center, Windows TFS, CRM, System Center Configuration, LogMeIn, Manager (SCCM) or Microsoft Endpoint Configuration Manager (MECM), MYSQL/SQL Server, ServiceNow Ticketing System, Remedy/ Helix BMC Ticketing System, Remote Desktop, and Citrix.

Work Experience

Self Employed 11/2024 to Present

Respond to customer inquiries and provide immediate resolutions

Schedule virtual meetings, take meeting minutes, and organize documentation

Develop help guides, training manuals, or simple tutorials

Handle tasks like password resets and account creation

Track physical and virtual servers’ inventory for organization

Research vendors and coordinate logistics for events or projects

Assist small businesses with credit card payment setup

Update and maintain websites or SharePoint sites

Create reports, track project updates, and manage administrative tasks

·

Mitchell /Martin, New York, NY 09/2022 to 08/2023

CITI Group – Irving TX

Technical Delivery Specialist/Lead Project Manager

Scheduled the virtual meetings, and documented meeting minutes

Verified the new release notes document, coordinate with Business users, and team members on schedule dates of installation into production

Tracked Service Now, Change Requests, Tasks, and Service Request Fulfillment for the decommissioned server at data center

Utilized the Software Development Life Cycle when testing the web-based applications

Create test plans, test cases, and test scripts.

Manual test using basic data input by tester

Work with other project teams within complex and highly visible projects

Performed UAT testing on a production website

Jira usage for Project tracking tickets for decommissioned equipment

SAP support on the VMware upgrade project and multiple Project Managers

Data center migrations

Familiar with Confluence

Decommission the BladeLogic devices

Provides training on the onboarding, offboarding, and other system processes to program managers

Experience collaborating with multiple stakeholders

Manage and monitor VMware 6.5 services and message center for incidents, upcoming updates, and releases.

Work closely with the VMware 6.5 architect and other team members including the Microsoft 365 migration, security configurations, and business functions identified in the project.

VMware exp and cloud data center migration

Experience with email migrations from on-prem to cloud environments.

Attending change request approval board meetings

Close HCX/NCX tunnels

Coordinate with other teams and regions.

Perform manual tests on business applications

Utilized the CMDB database and searched physical servers or virtual hosts

Request Catalog Task acceptance and group approvals from managers.

Decommissioned servers running on Microsoft Windows and Linux-based operating systems

Communicated with Level 2 and 3 engineers for the VMware/Data Center Migration

Validated Asset Management System against the CI, and CMDB from the Data Center devices

Attended weekly CAB meeting for Change Requested approval schedule

Mahantech Corp. Charleston, WV 10/2021 to 05/2022

North Carolina State – DMV

Technical Specialist Expert - Contractor (Remote Worker)

Provided Product Support to the system deployment team, concerning the integration, installation, EMV configuration, and encryption technology for the iNovah Enterprise Revenue Management credit card solution, and the payment processing failures

E-commerce testing, schedule deployment, and production support

Assist the deployment team by creating integration, installation, and configuration to support the project.

Provided Field Service Support to install technician at site location on build failures

Run SQL queries on the production database and check the Syslog on the server.

CRM systems usage of the SQL database.

Performed Level 3 support, Hypercare escalations, and email escalation from a support group

Supported and trouble-shoot communication errors generated on the PIN pad upon swiping a credit card or tap

Processed all debit/credit card transaction life cycle

Provide technical expertise concerning EMV encryption capability and assist the integration of current line of business applications for next-generation credit card solution

Collaborate and coordinate the IT services needed with the various teams (Security, Network, Infrastructure, Operations, and any other teams) to ensure successful delivery of the project.

Monitor and resolve daily alerts for customer Computer and or Point-of-sale (POS) related issues.

Assisted the Help Desk Analyst with escalated ServiceNow incidents, such as network

E-commerce issues, installation on the physical computer, access database updates

Review the log file, document results, and then validate the Payment Card Industry Data Security Standard (PCI DSS) compliance. Assist with internal and external auditors at North Carolina State DIT

Knowledge of Service Now, workflows in various ITSM modules (Incident, Change, Problem, Service Catalogue)

Will investigate problems and other requests for the project team to support the deployment team and determine appropriate actions to be taken to solve these problems.

Escalate 3rd party software and hardware issues to vendors; ensuring proper attention is given to the issue depending on severity and impact on to project schedule.

Provide communication on updates and issues to the users, the management team, and the development teams.

Worked with IT teams, a release coincides with version tagging and a code freeze.

Customer payment experience

Experience with Asset-tracking for Data Centers and other hardware devices software

Understanding the IT Service Management approach to managing end-to-end delivery to meet business requirements

Familiar with M365, MS Exchange, SharePoint, Outlook, AD, and ITSM

Mako Professional Jupiter FL 05/2021 – 09/2021

Entrust Bank

EMV System Integrator - Contractor

Complete day-to-day FII-EMV customer integration projects, working closely with the Project manager, Developer, and Installer.

Development of end-to-end solutions

Assist project managers with refining technical requirements and assisting with technical deep-dive discussions with customers when necessary.

Validated the debt and the credit card transaction life cycle using card types such as VISA, MasterCard, Amex, and Discover

Critical thinking, problem-solver, and troubleshooting

Git/GitHub version control

Technical Design, Test executions, and customer service skills

Familiar with the Patch Management process

Conduct configuration and integration of client’s custom solutions including integrations with 3rd party products.

Handhold, educate, provide knowledge transfer, and generally ensure customers can become self-sufficient in using their customs solutions.

Aid Customer Support in resolving customers’ technical issues, both during installation and post-deployment.

Financial sector and card personalization industry experience including EMV.

Research for new solutions to fix frequent issues

EMV upgrades and lifecycle management solutions for bank and credit union customers

Provide project support to the system deployment team, concerning the integration, installation, and configuration of EMV and encryption technology for a working solution.

Utilized the Jira ticketing system to track the Integration process

Used the VMware vSphere client version 7.0.2.00200 virtual machine for data preparation

Personalized credit cards for Debit and Credit card types of VISA and MasterCard.

Prepared test data and uploaded customer working solutions on the card wizard design application

Created Test Plans, test cases, and test scenarios for printing a test card

Knowledgeable in the utilization of GIT Tool to pull, push, and commit any updates.

Configure an application package for the Install team.

Used SQL Server database structure for EMV platform

API interfaces processes and procedures

BMC Remedy/Helix system

ATOS IT Solution and Services Irving, TX 07/2018 – 11/ 2020

IT Support Specialist II/Cloud Engineer I

Support other team members in troubleshooting and resolution of problems

Strong business understanding and focus.

Utilized Office 365 SharePoint by creating documents, folders, and procedures for the Cloud team.

We supported the healthcare system running on the VMware cloud environment

Managing the input and output of the change management reporting systems for projects

Creating change management plans for projects or change initiatives acknowledging all aspects of change - analysis, plan, implementation, communication, and other associated change considerations.

Familiar with the SCCM and Windows Patch Management

Worked with IT teams on release dates, schedule, and deployment of software with newer version

Familiar with the Azure cloud environment

Manage the Service Now Cloud team incidents and provide weekly status updates of all un-resolved

Contact this candidate