Yvonne Tottenham
Concord,NC
Summary
SAFe 6 Certified Technical Scrum Master bringing over 10 years experience in insurance and information technology industry. Robust background in Agile methodologies and team facilitation. Successfully led cross-functional teams to deliver high-quality software products, ensuring timely completion of sprints. Demonstrated expertise in conflict resolution and fostering collaborative environment.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Scrum Master
Southwest Airlines, SWA
02.2021 - Current
- Led two digital analytics teams working in both Scrum and Kanban frameworks to deliver data reporting to the end user.
- Guided teams through the implementation of high priority initiatives regarding associate behavior reporting.
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
- Improved team efficiency by implementing Agile and Scrum methodologies for project management.
- Collaborated with product owners, team members, stakeholders, and other scrum masters to define solutions and drive progress.
- Planned Agile best practices and encouraged team cohesion, overcoming impediments, and hurdles to productivity.
- Worked to provide continuous improvement for product development lifecycle.
- Implemented key performance metrics to track team progress and identify areas of improvement consistently throughout projects'' lifecycles.
Support Desk Technician II
Curo Health Services (Kindred Healthcare)
12.2018 - 04.2020
- Provided Tier II IT support and training to new and legacy end-users, hardware and software through multiple company mergers.
- Set up and configure VoIP, Citrix, Active Directory Users, Hardware and Software.
- Provided on-call support for critical outage issues related to Exchange and VMWare
- Created support documentation in ServiceNow and Manage Engine that enabled end user to leverage system features and find resolutions to questions
- Granted Active Directory permissions and configured thin clients, mobile devices, software and set up work stations for new employees as part of onboarding process
- Remote accessed thin clients, thick clients, laptops, phones and tablets, installed, configured, updated and troubleshot software
Licensed Insurance Specialist
Allstate Insurance Company
02.2009 - 12.2018
- Delivered IT technical support for customers
- Formatted text and graphics for campaigns and incentive contests
- Worked with internal clients to determine strategy and design for annual marketing campaigns
- Used ticketing systems to manage and process actions taken
Education
Associate of Arts - General Studies
Central Piedmont Community College - Central Campus
Charlotte, NC2013
Skills
- Microsoft O365
- Avaya
- Jira Align
- Miro
- Tableau
- Version 1
- Rally
- VPN
- Power BI
- Slack
Certification
CompTIA A+
ITIL 4 Foundation
SMC
SAFe SM
Timeline
Scrum Master
Southwest Airlines, SWA
02.2021 - Current
Support Desk Technician II
Curo Health Services (Kindred Healthcare)
12.2018 - 04.2020
Licensed Insurance Specialist
Allstate Insurance Company
02.2009 - 12.2018
CompTIA A+
ITIL 4 Foundation
SMC
SAFe SM
Associate of Arts - General Studies
Central Piedmont Community College - Central Campus
Similar Profiles
Travanti WilliamsTravanti Williams
Airport Operations Agent at Southwest Airlines, SWAAirport Operations Agent at Southwest Airlines, SWA
Scotty CowardScotty Coward
Flight Attendant at Southwest Airlines, SWAFlight Attendant at Southwest Airlines, SWA
Daniel CicioraDaniel Ciciora
Center Operations Accociate at Southwest Airlines, SWACenter Operations Accociate at Southwest Airlines, SWA