Experience

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  Amdocs

  Apr 2001 - Dec 2005

  - Manages the Quality Assurance of billing processes according to client specifications for all billing cycles- Consulted with business unit management to identify and document business needs and objectives, current operational procedures, problems, input and output requirements- Reported on the progress of projects to senior management and client representatives- Performed follow-up on activities and post-implementation support to ensure we met deadlines, Key Value Measurements and Service Level Agreement- Controlled billing cycles on a 24/7 basis to ensure that Bell Canada’s regulations are met according to the Key Value Measurements and Service Level Agreement and follow through with Quality Assurance processes Show less - Consulted with system analysts and developers where we coordinated, designed and developed automated processes- Reported findings directly to Associate Director and business unit managers on a regular basis- Monitored and documented post-implementation problems and revision requests- Hired, evaluated and trained system operators- Created work schedules for system operators- Managed the Production Operations team of 16 employees- Managed all business procurements for Production Operations department by creating and maintaining databases that follows the ITIL structure Show less

  • Bill Cycle Manager

    Aug 2004 - Dec 2005

  • Productions Operations Manager

    Dec 2002 - Aug 2004

  • Production Scheduler

    Apr 2001 - Dec 2002
• 

  Interfacing.

  Jan 2006 - Apr 2007

  Quality assurance manager

  - Fully managed the complete test process, build test cases, automated test procedures, follow-up and collection of quality assurance metrics- Managed the technical customer support and conducted customer administrative training and troubleshooting- Implemented, streamlined and managed the software installation process

• 

  Sun life

  Apr 2007 - Jan 2012

  Business system analyst

  - Acted as a liaison between the Business Unit and the Systems group in facilitating the identification of process improvements and system designs- Analyzed business needs and impact on business requests while searching for ways to link programs, processes and systems throughout the organization- Analyzed and defined user requirements and translate them into system requirements to ensure understanding of the request by all project members- Fostered and maintained effective relationships with Business Units and Systems group- Facilitates requirement interviews and workshops with project stakeholders- Worked collaboratively with peer business systems analyst on projects or between projects Show less

• 

  Sap hybris

  Jun 2012 - Dec 2015

  Business analyst

  - Engaged with Project Managers and Developers throughout the development lifecycle- Developed project technical documentation- Provided ongoing support of customer commerce sites- Drove continuous improvement relating to systems development- Translated high level business requirements into detailed functional specifications

• 

  Ukg

  Dec 2015 - Jul 2024

  - Led organization-wide adoption of the Agile WOW framework (SAFe-based), while coached and mentored multiple teams and stakeholders across various departments, enabling them to embrace Agile methodologies and achieve significant improvements in delivery speed, quality, and customer satisfaction- Designed and facilitated workshops, training sessions, and coaching sessions to instill Agile mindset and principles at all levels of the organization, from individual teams to senior leadership (ex: capacity planning, easy agile training, story mapping workshops)- Guided organizational change initiatives, fostering a culture of experimentation, collaboration, and continuous improvement- Provided tools along with training sessions to help measure Agile maturity, team productivity, and business outcomes, leveraging data to drive decision-making and process improvements- Conducted Agile assessments and retrospectives to identify bottlenecks, inefficiencies, and areas for enhancement, collaborating with teams to implement actionable strategies and achieve sustainable improvements- Empowered Agile teams and leaders through effective coaching, feedback, and mentorship, cultivating self-organizing teams capable of independently delivering high-value solutions Show less - Led multiple cross-functional Agile teams as a Scrum Master, fostering a collaborative environment and ensuring adherence to Agile principles and practices- Facilitated effective daily stand-ups, sprint planning, backlog grooming, sprint reviews, and retrospectives, resulting in improved team communication, efficiency, and product quality- Developed and implemented Agile processes tailored to the organization's needs, resulting in increased team productivity and on-time delivery of high-quality products- Mentored and coached team members, Product Owners, and stakeholders on Agile best practices, promoting a culture of continuous improvement and adaptive planning- Managed expectations and addressed conflicts, fostering a collaborative environment focused on achieving project goals and delivering business value- Conducted regular retrospectives to identify areas for improvement and implemented actionable strategies to optimize team performance and Agile maturity Show less

  • Lead Agile Coach

    Oct 2023 - Jul 2024

  • Sr. Scrum Master

    Apr 2019 - Oct 2023

  • Software Domain Analyst

    Dec 2015 - Apr 2019