Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kathy Pope

Summary

Highly respected IT Project Analyst with Scrum Master experience. Known for successfully managing a variety of tasks in a high-volume setting. Committed to providing efficient, high-quality service using my 30+ years of information technology experience with implementations, facilitation, problem solving, support, strong customer and vendor communication, and technical skills. Pursuing a new role as a Scrum Master.

Overview

27
27
years of professional experience
1
1
Certification

Work History

IT Project Analyst

WestRock
09.2001 - Current
  • Liaison between plants and other IT Groups
  • Organize and lead internal and external projects as well as validate system capabilities
  • Interacted with vendors and outside customers to discuss implementations and special projects related to system integrations and etc
  • Alternate Scrum Master
  • Schedule scrum meetings, sprint planning, demos, backlog, burndown chart and retrospection meeting
  • Scheduled meetings with customers and vendors
  • Scheduled and facilitated scrum events
  • Collaborated with product owner, developers and testers with developing, designing, enhancing and/or changing proprietary application
  • Spearheaded project meetings with team members to discuss ongoing, planned and recently completed projects
  • Used Product Management skills to keep project teams on-task with proactive control of budgets, schedules, and scopes
  • Worked with a group of developers to enhance proprietary application on an AS400 platform
  • Coordinated AS400 implementations for the Merchandising Displays division
  • Lead trainer, testor and support resource for all implementations Test system enhancements for plant warehouse and office employees
  • Train and support over 20 Manufacturing and Assembly plant personnel on an AS400 proprietary inventory warehouse management application
  • Admin for user access in MAPICs/XA – add/change/delete user access, disable accounts, password resets, etc
  • Answer on an average of over 20+ emails and call tracking incidents each day to address and resolve problems related proprietary product tracking application, along with providing product information
  • Developed training materials, conducted webinars, and authored Wikis for user training and support use
  • Resolve hundreds of issues and requests for internal and external clients across various applications in an accurate, timely manner, with minimal supervision
  • Develop relationships with peers, vendors and customers through extensive demos by active interpersonal communication skills via emails and direct calls
  • Maintain close connection with project resources to quickly identify and resolve problems
  • Dictate and maintain system roles and responsibilities for division employees
  • Assist onsite Auditors with system revokes and changes
  • ServiceNow – call tracking and PMO Lead for disaster recovery testing
  • Cultivated relationships with peers and clients to drive project improvements and meet targets.
  • Trained employees in processes and procedures to comply with company rules.
  • Created test cases and scenarios for documentation and root cause analysis of bugs.
  • Assisted with long-range planning by recommending technological application programs.
  • Analyzed project data and compiled it into customized reports, which were disseminated to the client each week.

Help Desk Analyst

WestRock Formerly Rock-Tenn Merchandising Displays
Norcross, GA
05.1996 - 09.2001
  • Lead support tech.
  • Provided hands-on support as well as remote support for over 700 company-wide stationed and remote user's desktops, laptops and other peripherals, such as printers, modems, sound cards, etc...
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Troubleshot daily IT desktop client issues, supported multiple departments and various staff levels.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Managed user profiles, security access and shared file structures.
  • Trained new employees on support processes, procedures and knowledge base.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Developed and maintained positive customer relationships resulting in increased account services and expansion.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Maintained records, logs and lifecycle documentation of work requests.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Walked customers through processes of installing software or hardware and initial program start up procedures.
  • Worked with customer service supervisors to resolve customer concerns on daily basis.
  • Increased overall company performance through improved IT uptime and cost reductions.
  • Delivered on-site technical support following software implementation and worked with managers to suggest product upgrades and changes.
  • Supported customers with online billing, access and account issues.

Education

Associate Degree of Applied Science: Business Administration and Management/HR -

Gwinnett Technical College

Skills

  • Cross-Functional Teamwork
  • System Testing
  • System Integration
  • Agile methodology - sprint meetings, sprint planning, backlog, and retrospection
  • Implementation Lead
  • Schedule and Facilitate meetings
  • Interpersonal and organizational communication skills with internal/external customers and vendors
  • Problem resolution/solving
  • Product development, testing and training
  • Providing external customer support
  • Admin for user access in MAPICs/XA
  • Technical Troubleshooting
  • Technical support services
  • ServiceNow – call center and tracking/PMO
  • Disaster recovery testing
  • Created and maintained training documentation
  • Software and hardware assistance

Certification

  • Certified Scrum Master (CSM)
  • A+ Certified
  • MCP (Windows NT Workstation 4.0)

Timeline

IT Project Analyst

WestRock
09.2001 - Current

Help Desk Analyst

WestRock Formerly Rock-Tenn Merchandising Displays
05.1996 - 09.2001

Associate Degree of Applied Science: Business Administration and Management/HR -

Gwinnett Technical College

Similar Profiles

CREATE PROFILE
Kathy Pope