Shane Harrison

Experience

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  Canon ITS

  Mar 2006 - Feb 2013

  Technical Support

  • Responded to requests for technical assistance through phone conversations• Diagnosed and resolved technical and software issues• Maintained appropriate logs and activity reports

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  Capital One

  Mar 2014 - Jan 2017

  Customer Service Advocate

  * Assisting customers with their online profile* Build sustainable relationships and engaged with our customers

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  Capital One

  Aug 2017 - Dec 2017

  Scrum Master

  *Collaborated with all seven lines of business represented in the innovation POD, providing expert guidance and mentorship on design thinking principles and conducting empathetic interviews.*Successfully designed, presented, and led a two-week pilot program with our tier 1 to tier 2 customer support teams, setting the gold standard for our work from home model.*Conducted comprehensive design thinking and agile crash courses for various teams at our Chesapeake site, resulting in multiple promotions from call center positions to project management roles.*Implemented efficient scrum mechanics within the Innovation POD, effectively dividing the team into two highly functional scrum teams.*Provided expert advice to customers on online security and account safety, ensuring their utmost protection and satisfaction. Show less

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  Capital One

  Mar 2018 - Apr 2023

  Scrum Master

  2018 - 2023 Capital One Scrum Master• Quarterly audit reporting 04/2021–12/2022o Orchestrated seamless quarterly audit reports across multiple teams, fostering robust connections with senior cyber and architecture directors, resulting in an impeccable track record of 100% delivery over six consecutive quarters.o Identified and communicate potential issues, bottlenecks, and areas for process improvement across 20+ teams.• Team Cache Cows 06/2020 – 04/2023o The feature that was delivered is a caching layer of the company's data source Cassandra. To reduce the amount of volume pinging the database of noncritical requests.o Led continuous improvement efforts through team retrospectives, resulting in increased team velocity and professional development.• Team Bass 01/2020 – 04/2023o To continuously improve our company’s internal API (GET, POST, DELETE) calls with customers information from on prem and migrating onto AWS cloud with zero to no impact to the customer.o Provided technical advice and guidance to fellow agile teams during their onboarding process and utilization of our API’s.• Team Entitlements 01/2018 – 12/2019o Managed what an API can be “entitled” to do with our customers information based on the API's credentials.o Guaranteed stakeholders were consistently informed of project status and risks, providing transparency and addressing potential impacts. Show less