Rebecca Davis
Scrum Master
Tustin,CA
Summary
Certified Scrum Master with expertise in leading cross-functional teams to achieve project objectives on time. Proficient in facilitating daily scrums, sprint planning, and backlog management, ensuring alignment with business goals. Focused on enhancing team efficiency and communication while fostering a culture of continuous improvement. Successfully implemented agile methodologies at OptumRx, promoting transparency and trust within teams.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Agile Practitioner (Scrum Master)
OptumRx
Irvine
01.2018 - 04.2023
- Led Agile transformation efforts for multiple Data Warehouse development teams.
- Facilitated daily stand-up meetings, sprint planning sessions and retrospectives as well as training sessions and regular backlog refinement meetings.
- Coached and mentored cross-functional teams on Agile principles and practices, helping them to embrace the Agile mindset and achieve project goals.
- Worked with Product Owners to manage backlog refinement, prioritization, and sprint execution, ensuring timely delivery of user stories and features.
- Collaborated with product owners, stakeholders, and development teams to define project scope, requirements and acceptance criteria.
- Implemented Agile frameworks and tools such as Scrum, Kanban, Confluence, Trello and Jira to streamline project management processes and enhance team productivity.
- Facilitated team dynamics and fostered a culture of transparency, accountability, and continuous learning within the Agile team. Identified team knowledge gaps and promoted technical training opportunities.
- Identified and resolved impediments that hindered team progress, ensuring smooth and efficient delivery of project milestones.
- Protected the team from distractions and coached the team towards self-management.
- Implemented a Scrum Master Community of Practice of up to 40 participants, a collaborative program enhancing the leadership and Agile skills of burgeoning Scrum practitioners.
IT Systems Management Consultant (Service Delivery)
Optum Technology
Irvine
10.2009 - 12.2017
- Managed the process to restore normal service operation as quickly as possible to minimize the impact to business operations during unplanned IT service disruptions (Incident Manager). Provided communication and coordination during critical incidents to ensure swift resolution.
- ITSM Process Lead and trainer for Incident, Problem and Change Management.
- Process SME for Support Readiness planning.
- ServiceNow and Rally SME, User Group and CoP member.
- Quality monitoring of incidents and problems to ensure proper resolution.
- Daily operational reporting of system performance and production support issues.
- Conducted problem management deep-dives and provided executive level reporting.
- Collaborated with cross-functional teams, enhancing communication and collaboration.
- Culture Ambassador - promoted and embodied the organization’s core values and mission.
National Help Desk Supervisor
Kaiser Permanente
Corona
05.2005 - 01.2007
- Provided direction and support to 12 leads and 134 analysts on a daily basis to help achieve organizational goals in a fast-paced, technical call center environment.
- Collaborated with cross-functional teams to identify and implement process improvements.
- Mentored and assisted Leads with creating and delivering performance related feedback to analysts on their respective teams.
- Project Lead in redefining the new hire interview process. Partnered with recruiting on a daily basis to ensure a consistent volume of candidates were screened appropriately and referred for interviews.
National Help Desk Team Lead
Kaiser Permanente
Corona
06.2000 - 05.2005
- Managed IT help desk team of 12 technicians, assigning tasks and ensuring quality customer service.
- Developed and implemented training programs for new help desk technicians on the company’s systems and procedures.
- Provided technical support to users in person, over the phone, and via remote desktop.
- Monitored help desk ticketing system, escalating and resolving high-priority issues in a timely manner.
- Collaborated with other departments to troubleshoot and resolve complex technical issues.
- Documented procedures and troubleshooting steps to create a knowledge base for help desk technicians.
- Analyzed help desk metrics and generated reports to identify areas for improvement.
Education
High School Diploma -
Elsinore High School
Wildomar, CA06.1989
Skills
- Agile and Scrum methodologies
- Project management
- Continuous improvement
- Backlog management
- Stakeholder collaboration
- Team leadership
- Negotiation skills
- Facilitation techniques
- Effective communication
- Problem-solving strategies
Certification
- Certified Scrum Master (CSM) – Scrum Alliance
- Certified Help Desk Professional - Support Technologies
Work Location
RemoteHybridTimeline
Agile Practitioner (Scrum Master)
OptumRx
01.2018 - 04.2023
IT Systems Management Consultant (Service Delivery)
Optum Technology
10.2009 - 12.2017
National Help Desk Supervisor
Kaiser Permanente
05.2005 - 01.2007
National Help Desk Team Lead
Kaiser Permanente
06.2000 - 05.2005
High School Diploma -
Elsinore High School
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