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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary

My purpose in life is reflected in everything I do, which is to make a lasting impact on people and organizations before my time is up. It’s why I go above and beyond the call of duty to execute my job with quality. As an IT professional, I aim to bring a human element to tech by being personable yet professional. My strong interpersonal skills makes my job easier because they allow me to connect with virtually anyone.

While earning my BS in IT, I developed a solid foundation in the field as a Smart Classroom Support Technician. Since then, I have held a number of contract positions including a tech support role with Boy Scouts of America. I am proficient in Windows OS, computer forensics, cloud based applications, Linux, SQL Database, VMWare/Fusion, Adobe Software, MAC OS & Android/iOS, Google tools & applications, CA Tech Portfolio Asset Management, Directory Network Asset Management, POS systems, and Imaging.

Much of my success is due to my unwavering work-ethic, willingness to act on constructive criticism, and ability to learn new skills quickly. I have an insatiable thirst for knowledge and am always finding creative solutions to complex problems. At this point in my career, I am open to new opportunities that will allow me to grow through increasing responsibilities. I am open to traveling and relocating if the right opportunity comes along

Skills
  • Scrum processes
  • Scrum methodology
  • Organization
  • Team management
  • Administrative support
  • Problem resolution
  • Process improvement
  • Customer service
  • Project organization
  • MS Office
  • Operational improvement
  • Jira
  • Jamf
  • Cloud based applications
Experience
Scrum Master, 11/2019 - Current
Peraton Berwyn Heights, MD,
  • Monitored and facilitated scrum processes and team meetings for new software rollout support.
  • Stayed current on emerging technologies and trends that could benefit production process.
  • Regularly assessing workloads to complete tasks on time and within project parameters.
  • Assessed team metrics and worked to drive improvements and innovate new approaches.
  • Worked to gather customer requirements, clarify specifications and translate into product backlog.
  • Led daily scrum stand-ups and Agile development sprint planning meetings for multiple, concurrent projects.
  • Trained and mentored team members on best and most effective ways to use Scrum processes to improve efficiency and reduce production times.
  • Documented new features and strategies as well as user stories and criteria for acceptance.
IT Helpdesk Lead, 02/2017 - 10/2019
Oregon Medical Group Springfield, OR,
  • Co-Supervise the Help desk staff by defining and establishing schedules and providing support/direction
  • Enforcing quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction
  • Train Help desk staff on operational procedures and troubleshooting techniques
  • Apply scrum ideals to improve team efficiency
  • Ensure that staff provides timely and considerate customer service to end users by fielding Help Desk calls and resolving technical issues
  • Daily administration of Help Desk staff and processes including triage, monitoring of tickets for completeness and timeliness of completion in accordance with support level agreements
  • Offer ideas for any noted process improvements and develop new and more efficient procedures
  • Analyze and identify trends in issue reporting
  • Create, update, or review documentation such as: IT notifications, diagrams, procedures, customer, internal support and technical data. Validate documentation for accuracy and adherence to company standards.
    IT
Junior Scrum Master, 03/2016 - 01/2017
Leidos Holdings Inc. Topton, NC,
  • Track and communicate team velocity and sprint progress to all affected teams and management.
  • Maximize delivery flow by helping the team remove barriers that slow them down.
  • Facilitate projects utilizing the Agile methodology.
  • Assist with requirements gathering, documentation and the creation of business and technical solutions
  • Lead and coach all Scrum ceremonies and continuing driving the adoption of Scrum core values across the organization
  • Schedule and facilitate ceremonies, daily scrum, sprint planning, sprint demo, retrospective, etc.
IT Analyst, 10/2015 - 02/2016
American Standard Companies Inc. San Antonio, TX,
  • Integrated new technologies to meet area requirements.
  • Coordinated installation of updated computer programs and systems.
  • Deployed new hardware to various companies in partnership with Lincoln Harris by configuring hardware to fit the specific needs of end users to help organization reach its goals and technology related objectives
  • Executed small team upgrades while training older employees to use and adapt to upgraded hardware and software programs, utilizing strong interpersonal skills interact positively with all staff, displaying courtesy and professionalism
  • Optimized user request and inventory accuracy by detailing project summaries and soliciting feedback and suggestions for improvements and increased efficiency resulting in streamlining process to save time
  • Trained end-users in best practices to minimize errors and protect key data.
  • Troubleshot malfunctions with systems and programs to pinpoint root cause of issues and restore.
Agile Product Owner, 02/2018 - 02/2020
Fis Alhambra, CA,
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Delivered local and remote Tier 1 & 2 IT support for hardware and software to company personnel.
  • Reviewed requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Managed user profiles, security access and shared file structures.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Monitored service orders to completion and closed service tickets.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
Education and Training
Master of Science: Information Technology, Expected in 12/2013
-
East Carolina University - Greenville, NC
GPA:
  • Minor in Industrial Technology
  • Honor Roll Fall 2011

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School Attended

  • East Carolina University

Job Titles Held:

  • Scrum Master
  • IT Helpdesk Lead
  • Junior Scrum Master
  • IT Analyst
  • Agile Product Owner

Degrees

  • Master of Science

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