Project Manager / Scrum Master at GEICO Insurance
Chevy Chase, MD 20815
United States
www.geico.com
July 2005-July 2012
Project Manager, Scrum Master - IT Services
GEICO
January 2010 – July 2012 (2 years 7 months)
Envisioned and managed a strategic modernization program for application development, testing, hosting, and operations services to increase agility and decrease costs, utilizing private and public cloud and datacenter management solutions to streamline the delivery of IT services through self-service, automation, standardization, metrics, and reporting.
• Reduced average time for release management activities form 2 weeks to 1-2 business days, and standardized service requests, implementing service level agreements and reducing average time from weeks to days or hours.
• Envisioned program, gaining buy in from senior management.
• Lead Product Management team to build and maintain a product backlog of services. Defined and documented user personas, user stories, acceptance criteria, use cases, wireframes, and RACI swim lane process flows, collaborating with customers and users to define their needs. Embedded customers within delivery process to enhance collaboration and agility.
• Lead Service Management practice area, leading a matrixed team to define standards and design patterns for service management.
• Defined service level objectives, measured service level results, and worked with customers and operations to improve services, service levels, and customer and user satisfaction.
• Managed delivery of new and improved services on a 4 week delivery cycles, working w/ development, usability, infrastructure, platform, and operations teams.
• Coached team on use of Scrum methodology to manage product backlog and product delivery, incrementally improving and empowering and overcoming impediments. Championed the use of agile Scrum methodology to manage program and projects.
• Performed administrative responsibilities for team of direct reports including hiring, goal setting, performance appraisals, and coaching. Participated in corporate budgeting and planning.
Project Manager, Scrum Master - Web Application Development
GEICO
December 2007 – January 2010 (2 years 2 months)
Managed envisioning, development, and maintenance of two new web applications to support sales and service for a new line of business.
• Increased quotes by 150% and reduced handling time to complete sales and service processes by over 50%. Projects delivered on schedule with high customer satisfaction.
• Lead a distributed team of 10+ staff, vendors, and contractors, including design, development, testing, release, and maintenance activities using an agile Scrum methodology. Applications used by 1000s of external customers and 250+ internal customers to quote, sell, and service insurance policies.
• Built and maintained strong collaborative relationships between sponsor, customers, vendors, project team, and cross functional internal teams, including infrastructure engineering, quality assurance, usability, and operations.
• Facilitated envisioning sessions to create a backlog of user stories, and coached analysis creating more detailed requirements including process flows, use cases, and view specifications.
• Coached team members on Scrum methodologies and provided day-to-day guidance.
• Performed administrative responsibilities for team of direct reports including hiring, goal setting, performance appraisals, and coaching. Participated in corporate budgeting and planning.
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