Sonia Fernandes

Global Digital Center / Identity Access Management

• Facilitating discussion, decision making, and conflict resolution across cross-functional teams; leading Agile Transformation
• Coached and used Agile methods and processes to assist product owners through complex problem-solving and solution strategies
• Ensuring user stories were ordered, defined, validated and ready to be worked on by the team
• Identifying impediments and bottlenecks, assisted 5+ teams in identifying a path to deliver on their sprint commitments
• Guiding Agile principles, product management with a central portfolio backlog to ensure teams were working in an Agile mindset and cross-functionally be visible to understand overlapping and optimal solution for web projects from business units.
• Ensuring project teams lived Agile values and principles and followed client-required processes and practices
• Introducing Program Increment planning / Agile Ceremonies such as Sprint Planning, Daily Standups, Retrospectives, Story Refinement, and Release Planning
• Interfacing with product owners on an active basis to manage Portfolio / product backlog and sprint activities
• Ensuring SAFe activities are introduced and tracked, kept up-to-date, and reported

Planning & IoT

• Analyzing and effectively strategizing business goals, schedules, budgets, deadline, resource estimation and team member coordination
• Extracting and monitoring metrics, identifying trends and patterns that lead to process/system opportunities for improvement, integrating requirements into long term process improvements, presenting the same to cross-functional stakeholders.
• Leading the facilitation and coordinating macro-level topics across projects, identifying, and driving resolution of issues; cross-functionally.
• Communicating periodic progress to upper management via engaging and artful presentations; coordinated with project employees
• Performing tasks central to program progress, including scheduling, testing, accounting, resource management and training
• Identifying, tracking, and working with Business Process and IT teams to resolve project issues with process design changes by system process analyzing at a moderately complex level
• Co-ordinating with business stakeholders, and areas of IT including Process Transform, Security, Architecture, Application Development, Administrators and Development.
• Assisting with budget planning and tracking, research, and analytical support; provides input into the design and development of project plans and timelines
• Identifying potential project risks and mitigation, documenting, and sharing retrospectives with other teams; draws on other experiences to enhance the success of the project / program

• Analyzed existing and potential content, focusing on reuse and single-sourcing opportunities
• Created and maintained information architecture requirements
• Documenting know-how of network routers for new onboarders and existing personnel
• Authored Installation guides, processes, and data and workflow diagrams (using Visio) to increase functional usability in Service Level documents
• Liaison between ServiceNow application users and I.T in the analysis, to ensure optimal utilization
• Facilitated and documented future state processes for Incident Management, Change Management, Knowledge Management, and Service Request Management

• Created and maintained training programs, study guides, and tests for new and existing employees
• Created user documentation for a variety of material, including how-to guides and instruction manuals, developed, and maintained templates for documents
• Edited, and created new technical documents for content in multiple business projects
• Gathered information on specific subjects from existing documentation and Software Requirement Specification (SRS) document, identified user needs, use cases, and metrics to focus priorities, interpreted data analysis and created documents based on user format requirements

Information Management