Customer Service Scrum Master

CRAIG A. HEERE, AAM

**** ******** **** ********.***/in/craigaheere/en

Sunbury, OH 43074 614-***-**** ad6bpo@r.postjobfree.com

SUMMARY

Proven, data-driven leader and problem-solver who anticipates and adapts requirements to enhance competitiveness, increase revenue, and expand customer service by nurturing innovative and cost-effective solutions. A high-energy, infectious enthusiasm for technology and a passion helping others achieve desired results. Insurance, IT, Health Care and Fin-Tech experience forge a holistic strategic view of events. Managerial and individual contributor roles in the following:

Agile LeSS

Process Improvement

Project Management

ITIL

LEAN / Six Sigma

Strategy

PROFESSIONAL EXPERIENCE

J P MORGAN CHASE – COLUMBUS, OH MAR 2017 – PRESENT VICE PRESIDENT – AGILITY LEAD SCRUM MASTER

Servant Leader to seven (7) LeSS Huge Feature Teams in JPMC’s Public and Private Cloud “KUBE” product via sustainable cadence of LeSS / Agile ceremonies and working agreements on framework utilization.

Ongoing and innovative use of Jira and Confluence to control backlog and delivery, which increased Velocity and Predictability within 2-sigma of the mean.

Expanded Specification By Example (SBE) for smaller Epic and Stories to mature iterative delivery.

At the request of Senior Leadership, Agile “mindset coaching” and advanced Jira use patterns for JPMC Product Teams.

FRANKLIN COMPUTER SERVICE – Columbus, OH MAY 2015 – NOV 2016 MANAGER, IS DESKTOP & HELP DESK SUPPORT

Manage projects and 16 OhioHealth associates who maintain 24x7x365 Help Desk, Desktop Support, App Admin, and Security IT services in 18 Northern Regional locations for 2,500 hospital and staff users.

Implemented Kanban Project Wall to manage and expand project tracking, prioritization and completion:

Project Manager for conversion of Altiris to ServiceNow, CAPSA Carts, XP to Win 7, and various renovations.

Developed inventory controls to manage IT resources and reduce expenses.

Develop KPI’s aligning with OhioHeath SLA metrics to advance team performance and focus service delivery, which resulted in SLA upgrading (93.7% to 97%) and improved Customer Satisfaction (97% to 98.4%)

Staff development: manage/coach/develop/promote IT professionals by expanding core and technical skills with Greenfield / CareConnect, providing advancement opportunities, and reducing SPOK.

Improved team Engagement Index from 80.0 to 86.6 (FY15 to FY16) NATIONWIDE INSURANCE – COLUMBUS, OH 1998-2015

MANAGER, IT APPLICATION DEVELOPMENT (2013-2015)

Lead a LEAN / “Agile-Like” Application Development team supporting release and delivery of software for strategic projects. All projects delivered on schedule and within +/- 10% of estimates.

Advanced Test-Driven Development (TDD) process and paired-programming approach, to cover 76% of current and newly developed code. The benefits were demonstrated in the improved production quality meaning no critical or high production defects were introduced by code.

Established uniform code check-in process to improve releases, tied Project ID and Agile Card Numbers to release path, reducing time to compile, package and release code 2 business days.

Proposed and implemented changes to the Iteration Planning Meeting (IPM), via the retrospective and iteration cadence to encourage team participation and provide clearer communication by software demonstrations to Business, Project Managers and IT partners.

DIRECTOR, IT APPLICATIONS (2008-2013)

Led 8 associates / 6 contractors with $34.4M budget (hardware / software/ maintenance / supply sales services) supporting systems and infrastructure for policy processing systems used by 16,000 Exclusive and Direct users. CRAIG A. HEERE, AAM PAGE 2

Orchestrated end-to-end project development of business iPAD / Smartphone POC, and mobile roadmap with no cost or security impact to infrastructure.

Reduced operational run-rates $15.6M (45.2%) from 2007-2013 via execution of pragmatic, self-funded tactical projects, and strategic multi-year programs focused on technology roadmap and continuous improvement.

Improved governance and enhanced security access via distribution of Bring Your Own Device (BYOD) project, which simplified Exclusive Agent log-on to Java hosted “One-Stop” system with automated software currency and remediation processes.

Reduced “Help-Desk” calls by 300 per month via project to enhance security practices, and improved end-user experience by creating public facing Self-Service Password Service for 16,000 agents and staff.

Increased availability (14 hours per week) of overall system uptime from 99.5% to 99.98% during expanded SLA windows.

A member of the leadership team, who developed requirements, created a decision matrix, and participated in the final selection of a third-party vendor SSL solution for the enterprise to increase access and security. DIRECTOR, SYSTEM ENGINEERING & ADMINISTRATION (2007-2008) Directed 5 managers and 28 associates, with an annual budget of $47.7M, supporting Exclusive Agents and $9.0B in DWP.

Developed and presented 3-5 year Business and Technical transformational roadmap to improve services, uptime, and capabilities, while reducing operational run rates. DIRECTOR, PROCESS MANAGEMENT SALES OPERATIONS (2005-2007) Provided operational, technical, project and financial leadership to process owners in oversight for business management processes (information improvement, reporting, human resources, workplace operations and alignment with office strategies).

Generated $101.3M new premiums, enhancing automated submission processes, creating innovative Conversion Incentive Program (CIP), and monthly dashboard reporting with Independent Agency Acquisition process

Improved cash-flow model (CIP) for acquisitions rewarding only the rapid transfer and retention of premiums during the first 15-months resulting in company-wide adoption.

Managed 2 direct team members who performed research, analysis and operational support for regional teams. SENIOR CONSULTANT, IT PROJECT MANAGEMENT (2004-2005) Managed $82.6m IT infrastructure assets and oversaw solution development and projects for Exclusive Agency Distribution Solutions, NI Sales, LLC and Insurance Intermediaries, Inc.

Introduced Account Management portfolio and standard reporting to monitor service level agreements, which provide a benchmark to compare current delivery and future programs.

Served as escalation point expert for mid-senior level management on infrastructure issues to provide overall relationship / account management support for business unit.

Provided oversight for execution of portfolio projects (infrastructure solutions aligned with application development business needs and IT imperatives) to deliver services. DIRECTOR, AGENCY TECHNOLOGY (1999-2004)

Spearheaded end-to-end creation / introduction of Agency Anywhere (AAW), a multi-year program of BYOD and Cloud software as a service (SaaS) to reduce operational run rates for the company and Exclusive Agents.

Reduced expenses $23.1M over two years in the first phase of program to exceed project expectations and targets. MANAGER, PROJECT STAFF (1998-1999)

EDUCATION / PROFESSIONAL DEVELOPMENT

BS Business Administration, Franklin University – Columbus, OH Minor: Marketing Promotions, magna cum laude

Scrum Alliance: Certified Scrum Professional – Scrum Master (CSP-SM) 2022 LeSS – Certified LeSS Practitioner (pCLP) 2022

ITIL V3 Foundation 2016

Project Management Mastery (Program ID: 42032 – 24 PDU) 2015 LEAN Six Sigma Black Belt Candidate (35 PDU) 2015

Insurance Institute of America – Associates in Automation Management 1989

Contact this candidate