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Marcus
MARCUS_BALL@HOTMAIL.COM
301-332-5631
2991 Craster CT
Marietta, GA 30064
Senior Project Manager/Scrum Master
18 years experience W2
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Summary

Accomplished and result-oriented Certified Scrum Master with more than 17 years of program management and leadership experience; both an M.B.A. and Masters of Science degree; 17 years of progressive experience in customer service.

Experience
Senior Project Management
Retail
Aug 2016 - present
  • Program Manager for Home Depot's Contact Center implementation of Salesforce.com by leading the adoption of XP methodology.
  • Act as Liaison to Business and IT to ensure relationship and understanding of Salesforce.com requirements from the business to IT to assist in creation of User Stories.
  • Worked with Product Officer in working with IT to understand the level of effort needed for development for Sprints.
  • Weekly communication with Stakeholders to manage change in direction and new functionality
  • Managing budget and forecast for Salesforce.com implementation. Involved in the resource allocation with the project
Program Management Project Management Stakeholder Engagement
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Senior Project Manager
Information Technology
May 2015 - Aug 2016
  • Responsible for planning, organizing, securing, and managing resources to bring along a successful completion of Cox Home Life project goals and objectives.
  • Managed the Reporting of data needed for analysis of the number of subscribers for the variety of Cox Home life products and also where there are opportunities for customer growth.
  • Partner with Business to discuss strategy around new product launch and technology needed to initiate the launch.
  • Responsible for bi weekly status to be presented to Cox Home Life leadership.
  • Led the adoption of enterprise wide portfolio, program, and project methodologies and tool changes.
  • Managing project managers responsible for the implementing of new versions of ICOMS billing system and CRM across Cox Home Life markets and call centers for Cox customers.
  • Manage projects scope, schedule, and budget in Clarity PPM tool
Project Management CRM
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PM/Scrum Master, Proven Method
Retail
Nov 2014 - May 2015
  • Led the Developing of PMO Best Practice and Governance around the Agile XP framework for all of IT at THD.
  • Facilitated the delivery of the reporting tool Micro strategy using XP, served as Agile Coach and developed PMO standards for Home Depot.
  • Used VersionOne for Sprint tracking tool and reporting
  • Managed a multi-million dollar infrastructure project which consisted of the acquisition of another company. Responsible for the day to day deliverables and budget tracking of The Home Depot's acquisition of a Supply and tool company.
  • Developed a customized Enterprise Project Management solution which refined the company's day to day processes to effect change resulting in improved efficiency, better quality, and effective portfolio management for Agile methodology.
Agile Methodology MicroStrategy PMO Project Management Scrum Scrum Master Agile Coach
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Solutions Project Manager/Scrum Master
Retail
Jul 2011 - May 2014
  • Manage a team of 3rd party personnel, providing leadership and direction for business transformation initiatives throughout project lifecycle from strategy through to IT operations.
  • Produce daily Operations metric reports exploring calls offered, Analytics of SLA%, calls abandoned avg call time max wait time, and average speed of answer, resulting in accurate staffing and also training opportunities for current staff.
  • Managed a staff of project managers who were responsible for the development and delivery of technology solutions, resulting in on-time, and within budget delivery of CRM solution project for Single Sign On initiative.
  • Managed the delivery of projects for key CRM implementations, delivering key functionality for the business in phased implementations and cutting the vendor budget in half by insourcing key skill sets on the project team.
  • Managed the implementation of Siebel 8.1 and Sterling, using Waterfall and Agile methodology within budget, in the Lowes Contact Center, Stores, and Data Centers throughout North America resulting in execution of key milestones and adjusting plans to meet the needs of the customer.
  • Worked with the business to create the Siebel and IT roadmap to support the development and deployment of the application that included an overlay SalesForce.com.
  • Manage a team of 55 IT professionals and management personnel in a service desk environment, providing leadership and direction with excellent customer service support to all Lowes store operations, including all hardware, communication devices, People Soft 9.0 (Time and Labor) and Level 3 Support. Results include: Average SLA of 95%, and new hardware, wiring, and Communication devices in every Lowes Store.
Scrum Waterfall Project Management CRM Agile Methodology Scrum Master Data Center Microsoft Excel
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Project Manager
Information Technology
Jun 2007 - May 2011
  • Managed a team of one Project Manager and 10 Business Analysts and Developers, to fulfill requirements and process development at the Department of Defense for Financial Application systems for military healthcare.
  • Engaged in creating proposals for future work for Vangent that included small business as Sub-Contractors on engagement work and work with the CDC.
  • Developed a project plan, using SDLC methodology, to ensure all functional area project requirements and specifications were fully documented for all aspects of the project lifecycle.
  • Responsible for the communication of the functional process area activities within each phase of the software release cycle to CDC stakeholders and solution team members.
  • Identified and managed inter-dependencies between the Siebel solution, client, and development team, proactively identifying and developing project risk mitigation strategies.
  • Manually created software test documentation (i.e. test cases, scripts, traceability matrices, etc) to thoroughly test the integrated Siebel and Genesys functionality.
Business Analysis SDLC Project Management Stakeholder Engagement Project Planning
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Information Technology
Jan 2005 - Jan 2007
BA/PM
• Responsible for the governance and standards around the documentation and guard rails used in the SDLC process for AT&T.
• Created process of reviewing and sign off of the documentation used to kick off next phase of SDLC process.
• Facilitated the release plan update, status update meetings and a post- release lessons learned session with key business owners and Senior IT leadership resulting in new functionality and maintenance software releases for BellSouth Telecommunications Company.
• Led a 4-member client team toward the design of new business processes supporting the migration of reporting activities to a shared-service procurement organization, resulting in a 12-month roadmap of future tool deployments. Team efforts included designing all processes, role mapping to each process, defining supporting performance metrics and procurement and operational cost savings.
No skills were added
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Senior Analyst
Jan 2004 - Jan 2005
* Led JAD sessions to gather information needed to create Disaster Recovery Plan, resulting in the creation and delivery of a Disaster Recovery Plan for a major University.
• Served as business lead of a Call Center Sales Agent Desktop CRM application implementation for Time Warner Cable company, developing a system that allowed bundling of services and transforming how customer data is leveraged to more effectively sell products/services and retain existing customers in the highly competitive cable, phone, and high-speed data industries.
• Assisted Program Manager with defining scope and managed design effort resulting in one-time delivery of CRM application project.
• Created a cost benefit analysis for a leading insurance firm to aid in their evaluation process in selecting a CRM solution to improve their customer service environment.
Disaster Recovery
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Senior Business Analyst
Jan 2003 - Jan 2004
* Recruited and managed projects worth US$25million, developing solutions through application of CRM methodologies. Key implementations were related to Order Management, Call center, Partner Management.
• Defined system objectives and wrote system design specifications to meet user requirements and satisfy requirement and design problems.
• Developed new methods for completing new tasks and giving strategic ideas on how to complete tasks faster and more effectively.
• Wrote test scripts and performed modular testing of the new-implemented system for USPS.
Business Analysis
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Edit Skills
Non-cloudteam Skill
Education
IT Management
University of Virginia
Management Information Systems
Kennesaw State University
Marketing
Kennesaw State University
Certifications
result-oriented Certified Scrum Master with more than 17 years of program management
Certified Scrum Master
Skills
Project Management
2021
10
Stakeholder Engagement
2021
7
Business Analysis
2011
4
CRM
2016
4
Project Planning
2011
4
Agile Methodology
2015
3
Data Center
2014
3
Microsoft Excel
2014
3
Scrum
2015
3
Scrum Master
2015
3
SDLC
2011
3
Waterfall
2014
2
Agile Coach
2015
1
Disaster Recovery
2005
1
MicroStrategy
2015
1
PMO
2015
1
Program Management
2021
1
Requirements Gathering
2011
1
Awards
Salesforce.com Vendor Management Clarity XP Sterling Version One, 0
Siebel 8 Scrum, 0