Chris Leonard

Chris Leonard, P.M.P., C.S.M.
2620 Woodyhill Drive Nashville TN, 37207; (615) 430-6594; crsleonard@gmail.com
Summary
Technology project manager, Scrum master, and business analyst with 7 years of experience
leading Agile development for web applications and IT. Available immediately.
Experience
Scrum Master
BMI
Sep 2017 – Present
Organizing & executing sprints to meet stated goals and objectives through servant leadership
and fostering collaborative culture.
● Responsible for normal scrum master duties: capacity planning, daily stand-ups,
resource stability, deliverable assets, deployment planning, demos and retros.
● Successfully balancing production support with development initiatives by removing
team impediments while promoting self-management.
● Improving forecasting and consistency by measuring sprint performance, escalating
issues as needed, and promoting adoption of an agile SDLC.
● Providing clear, reliable reports of velocity and sprint/release progress by ensuring
accurate recording of hours, bugs, defects, and story progress in Microsoft TFS.
● Kept sprints and releases on schedule by preventing scope creep, stopping
backchannel enhancement requests, and closely scrutinizing acceptance criteria.
● Reduced resource constraints through cross-training, documentation, and careful
change management.
Scrum Master / Project Manager
ServiceSource
Aug 2012 – May 2017
Scrum Master at ServiceSource, a provider of managed services to high-tech and healthcare
clients. Accountable for effective leadership of development and implementation scrums.
● Scrum master and project manager for multiple projects in web application
development, IT infrastructure, and corporate applications management:
○ Scrum Master for development of OSCAR KB/ECM, a content platform for sales
support documentation, with over 20 F100 client implementations attaining
average 14% QA metric improvement and 11% production metric improvement
for clients through implementation of KCS practices.
○ Scrum Master for development of Employee and Customer Community web
apps, reducing on-hold case volume 40% and reduced case resolution times
23% in 2 months through workflow and UX optimizations.
○ On-time, under-budget delivery as Scrum Master for 15 ECM client
implementations for F500 clients.
○ Migrated a SQL and CRM production data center on time and within budget.
○ Realized annual $50k vendor license costs savings by migrating data from
multiple vendors’ systems into Salesforce Solutions.
● Managed 3-7 concurrent development projects using Scrum/Agile, including all
ceremonies, documentation, capacity planning, sprint planning, and retrospectives.
● Documented and maintained product scope, quality, communications, risks, vendor
procurements, and stakeholder engagement information.
● Improved velocity of development teams average 19% year over year.
● Delivered UAT success rates of 98% or higher in all releases with up to 200
globally-distributed test resources.
● Managed vendor relationships, wrote statements of work, and reviewed vendor quotes.
● Ensured clear, measurable, testable user stories through close collaboration with
product owners and development teams.
● Resolved project impediments through coaching, conflict resolution, and escalations.
● Managed cross-functional relationships with technical, supportive, sales, administrative,
vendors, and other stakeholders to ease resolution of issues.
● Developed and published best practices in project, program, and knowledge
management for global employees using various Salesforce and WordPress CMS
platforms.
Web Project Manager Part Time
Windcliff Homes
Jan 2015 – Present
Management of web development projects. Coding, design, QA, UAT, and support.
Responsibilities:
● Management of a project to create and maintain web operations.
● Coordinated business owners, project, and onsite staff to deliver results on time.
● Administering Salesforce case queues and CRM data.
Results:
● Improved host recruitment growth metrics 12% per year.
● Website and related tools and processes went live on time, on scope, and on budget.
Trainer / Knowledge Manager
ServiceSource Inc
Mar 2010 – Aug 2012
Management of application and content development and client deployment of a knowledge
management content platform.
Responsibilities:
● Scrum Master for Agile projects in application development for KM and ECS.
● Scrum Master for Lean process optimization projects for clients in healthcare,
technology, and managed services.
● Coaching of technical writers and business analysts guiding client implementations.
Results:
● 250% improvement of sales support quoting efficiency KPI from Q2 2010 to Q2 2011.
● 80% improvement of sales support quality KPI from Q2 2010 to Q4 2010.
● Reduced annual attrition from 2009 levels to <5% on a global production team (while
improving all KPI’s) lasting 2010-2012 by integrating KB reliance and blended learning.
Skills
● Certifications: PMP, CSM, ITIL Foundations, ITIL Service Transitions
● Software: Jira, Trello, TFS, SmartSheets, MS Project, MS Office, Visio, SharePoint,
Confluence, WordPress, Oracle EBS, Salesforce, DocuSign, Office, etc.
● Over 5 years administration and configuration of Salesforce and 3rd party apps.
● Training and presentation in person or virtual; audiences large and small
● Methodologies: ITIL, PMBOK, BABOK, KCS, ECM, Agile, Scrum
● Familiar with web programming languages: PHP, HTML, CSS, JScript, JQuery, etc.
Education
Greenville College / Greenville, Illinois / Bachelor of Science / 2001-2005