Claudia Deschamps

CLAUDIA DESCHAMPS 9205 Linden Tree Ln, Charlotte NC 28277 |- |- CERTIFICATIONS | TRAINING SAFe Advanced Scrum Master training - expected certification by Q3-2025, SAFe®POPM (Product Owner|Product Manager), SCRUM ALLIANCE, 2021, CSM® Certified Scrum Master (CSM), SCRUM ALLIANCE, 2016, CSPO® Certified Scrum Product Owner (CSPO), SCRUM ALLIANCE, 2016, ITIL/CCS - IT Service Management, ISACA COBIT - Framework & IT Governance, Salesforce TOOLS AND TECHNOLOGIES JIRA, JIRA Align, Confluence, CHALK, Kanban, IVR, CSG, ICOMS, Gitlab, XML, APIs, API webservices - RESTful, SOAP, JSON, Swagger, Avaya, CA PPM / Clarity, Cherwell, NICE CXOne, iDashboards, Cumunda, Microsoft Teams, MS Project, Project Central, ICOMS / CSG, Visio, MS SharePoint, Xactly, Service Desk Express (SDE) / Magic, Oracle, IBM Cognos, Miva Merchant (e-commerce), EditPlus, Flash, Dreamweaver, PanitShop Pro, Adobe Acrobat, Illustrator, Photoshop, HTML, JavaScript, Netscape Enterprise Server, iPlanet, MS Visual Source Safe, Camtasia, Snag-It, Lexis-Nexis, Cyara, DocuSign, Cisco WebX, DRM (Dynamic Routing Manager/Smart Routing), Smartsheets, Virtual Hold, ALM, AWS, System Design, Power BI, ServiceNow COMPETENCIES Scrum/Agile Methods & Best Practices, Release Management, Business Agility, Agile Methodologies, Organizational Change Management, Agile Transformation, Continuous Improvement, IVR Development, Customer Experience, Call Center Technology, Business Planning, Product Vision & Strategy, Roadmap, Data Collection, IVR Call Flow Management, AWS Cloud Migration, Change Management, Customer Self-Service Automation, Network Operations & Engineering, PCI Compliance, Data Privacy, IT RIsk and Compliance, IT Audit, Program Management, Product Owner, Project Management, Product Management, Process Re-engineering, System Development Life Cycle (SDLC), PI Planning, Daily Stand-ups, Sprint Review, Business Requirements Document (BRD), Technical Requirements Document (TRD), Statement Of Work, IT PMO Governance and Framework, Service Delivery, Requirements Gathering, Waterfall, Issues / Risk Management, System Analysis & Design, Process Flow Diagrams, Gap Analysis, Customer Relationship Management, Vendor and Resource Management, Technical Writing, Network / Application Architecture, Software Delivery, Network Infrastructure, Functional / Technical Specifications, Solution Delivery, Software Application Development, User Acceptance Testing, Test Planning, Detail Design, Wire Framing, Web Development, Change Management, Portfolio Management, Storyboards / Story Mapping, Capacity Planning/Management PROFESSIONAL EXPERIENCE 06/23 - PRESENT: Sr Lead Project Manager | TIAA (Chief Technology Office PMO - Strategy & Business Effectiveness), Charlotte, NC Facilitate work efforts for cross functional teams to support iterative development, release management to determine actionable commitments, provide guidance and leadership in the Agile space with primary focus on delivering business values that align with organizational goals, currently leading multiple strategic efforts across the Chief Technology Office organization - AWS Migration 2.0, IT Global Service Desk, LOB Strategic Data/Secure 2.0, IT Risk & Control Operations, work very closely with teams located in India, Manila, UK, Michigan and North Carolina to implement new IT Service Desk Provider, IT Risk Management and Controls for CTO Applications, Network and 2 Database Standard Operating Procedures based on ITIL framework, responsible for removing complex impediments in order to maintain a productive team environment, use of SAFe/ agile methods, best practices to coach teams through continuous improvement and adherence to Agile framework and scrum ceremonies 06/19 - 06/23: Sr Scrum Master | Sr Product Manager | SPECTRUM (Customer Operations Call Center Technology – IVR PMO), Charlotte, NC Provided leadership and direction for several IVR cross-functional teams located across Charlotte, Denver, India, and Canada to deliver value driven self-service product features and enhancements that aligned with business vision and strategy, primary focus included program management, design, development, release management for IVR initiatives, call flow/call routing management, operational readiness, software delivery, system upgrades, biller migrations, workforce management integration, data privacy, infrastructure, architecture enhancements, IVR customer experience, reporting and analytics, used agile methods and best practices to coach and guide teams through continuous improvement and adherence to Agile framework and scrum ceremonies, provided mentorship to scrum teams and junior project managers, identified and managed complex impediments, issues, risks and dependencies, used JIRA, KANBAN and CHALK boards to manage team work efforts, capacity planning, release and change management activities for successful production deployments 02/18 - 06/19: Sr Scrum Master | Sr Project Manager | SPECTRUM (HR Corporate, Commissions PMO), Charlotte, NC Directed the work efforts to build and implement PMO structure and framework for the Commissions PMO team, defined, established PMO governance, standard operating procedures, business processes, PMO templates and tools based on current organizational structure, PMI industry standards and best practices to be used as part of the project life cycle, formalized several standard operating procedures for governance of project intake, planning, documentation, development, change management, service delivery, post production support 12/16 - 02/18: Sr Project Manager | SPECTRUM (Regional PMO | Field Operations), Charlotte, NC Worked closely with Process Engineering teams across the Carolina region to deploy diverse, strategic initiatives, reengineered and implemented new products, services and business processes to help drive metrics and quality improvement for field technicians 08/12 - 12/16: Sr Program Manager | SPECTRUM (Network Ops & Engineering), Charlotte, NC Lead multiple cross functional teams in the IP Services, Backbone Operations & IT-Enterprise Network space, to implement large, strategic projects for several markets: New York, Northeast, California, Midwest, North/South Carolina, Atlanta, Texas, and Hawaii, provided leadership and direction for large complex network infrastructure projects that impacted the organization and service provider network, re-engineered internal business processes and established service level agreements within the PMO, procurement, vendors, critical infrastructure and network engineers WORK HISTORY 01/2006 - 08/2012: Time Warner Cable, Scrum Master/IT Project Manager, IT East Region-PMO, NY 05/2005 - 12/2005: IRMC (IntelliRisk Management Corporation) Sr. Business Analyst, NY 09/2003 - 09/2004: Cendant Car Rental Group, Project Lead/ Sr. System Analyst, NJ 11/2002 - 09/2003: Haykel Nutrition, Web Developer, Business Manager, Program Manager, NY 01/1998 - 9/2001: ACCENTURE, Sr. Technology Consultant, NY, Client Engagements: Merrill Lynch, Prudential Financial, Goldman Sachs, JP Morgan, AT&T, USPS EDUCATION: Bernard M. Baruch College, BA of Computer Information Systems, New York, NY