Pranadeep Thappetla
Scrum Master
Ameenpur
Summary
In Pursuit of career enhancing opportunities in the fields of Agile Practices and Product Delivery with Growth Oriented Organizations
Over 13 & Half Years of IT Experience working at various roles as Scrum Master and IT Lead, IT Support Analyst Over 3 and Half Years of Experience as Scrum Master and Experience in Agile Methodology Well versed with Agile on Scrum Framework Experience in facilitating the Sprint Planning, Sprint Demos, Daily Standup and Retrospective meetings Well versed with Backlog Refinement, burn down metrics, velocity, Task Breakdown and Definition of done Well versed with the Concepts of PI Planning, Working with Product Owners & the Scrum Masters of multiple scrum Teams to Coordinate a Release Experienced in tracking the release metrics w.r.t Velocity, Team Capacity, Burn Down Cumulative Flow Diagrams Exhibits the Servant Leadership Qualities by Facilitating the things which helps in Teams Success Experienced in Providing the Training other Teams on Agile Process and Scrum Activities Understanding of SDLC Providing training Sessions to new associates on scrum and Client Process Participating in Organization activities (Interview Pannel at L1, Tracking bench resources on daily basis etc.)
Overview
14
14
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Scrum Master
Deloitte India
01.2021 - Current
- Facilitating the Sprint Planning, Sprint Demos, Daily Standup and Retrospective meetings
- Assisting the product owner in Product Backlog refinement
- Tracking the sprint stories status regularly and maintain relevant metrics that helps the team to see how they are doing in terms of productivity
- Practicing Appropriate Agile Estimation Techniques- Familiar with Planning Poker methods for Story Point Sizing &T-Shirt Sizing
- Acted as Liaison between the Dev Team, Product Owner and other stake holders
- Responsible in removing the impediments and coordinating with external teams to meet the Sprint Goal
- Facilitating Meetings between Product owner and Dev TEAM AS and when they required
- Used Microsoft PROJECT TO track the Progress of the Sprint & Release, I was responsible for setting up Project Hierarchies, Releases and Sprints
- Kept Track of the Project using various Metrics like Burn-down CHART, Defect Reports
- Calculated the Velocity of the Team Using Iteration Velocity Chart
- Coached the Team members - the importance of JIRA and ensured that every team member updates the To-do hours on a Daily Basis before the Daily stand up
- Facilitated the Meetings for Product Backlog Refinement where the team has involved in having a common Understanding on Acceptance Criteria and Definition of Done
- Removed the Impediments in Setting up the Environment for Development and Testing Activities
- Involved in understanding the Process of Continuous Improvement and Continues Deployment
Analyst & Team Leader
Deloitte India Support
11.2013 - 12.2021
- Managing highly experienced team to get work done
- Ensuring SLA are meet by every professional
- Providing timely feedback to professionals who underperform
- Participate in annual appraisals of the team
- Motivating the team for higher and positive work environment
- Conducting weekly/monthly huddles/One on One with professionals within my team
- Ensuring the team follows the Hires and Departures report of Talent
- Putting in orders for bulk devices, with help of onshore mobility and IT Team
- Ensure the devices are set to be returned to IT office for departing users and users who upgrade the device
- Sending communications to eligible users, who can upgrade their device (after having them for 2 years)
- Making the Asset updated in ServiceNow of device returns and device lost details
IT Lead for ServiceDesk, Access-Management & Mobile Device Management
Deloitte India Pvt. Ltd
11.2013 - 12.2020
- Company Overview: Hyderabad
- Responsible & Accountable for overall customer servicing & operations for Canada process of Contact Center (5000+ employees/end users)
- Service Level Management by monitoring tickets queue and ensured the team action the tickets on daily basis
- Closure % was at 75% in 2021 has been increased to 80% from 2022 with the help of KT from the next level of support teams
- Maintained CSAT Score 90% above
- Ensure that Vulnerability Apps has been uninstalled/upgraded from the end users’ machine on monthly basis
- Analyze the de-satisfied incidents and work on feedback improvement areas
- Monitor the Unassigned Tickets queue, and resolvable issues picked and closed in Service Desk queue
- Shift Coverage changed from 12/5 to 24/5
- Increased the Live Chat usage by integrating the short icon from the Interaction cloud
- Analyze the incident trends for the top categories and share the inputs to the Client/Stakeholders for continual service improvements
- Providing Support to 5 Clients of Deloitte Canada (Audit, Tax, Business Ops, Talent and Finance)
- Hyderabad
Tech Support Associate
Dell India
04.2011 - 10.2013
- Responsible for handling of Voice process including email, Portal and Chat Support
- Monitoring the Support Desk Queue to ensure that active tickets are actioned without delay
- Ensuring issue resolution in most cases and escalate/redirect to different teams if required
- Ensure CSAT score of 80% and FCR score of 100% is meet
- Providing WOW call experience for customers who call in with regards to Issues and queries of XPS laptops and Desktops
- Meeting my SLA and reach out to manager to check with my score card
- Implement any feedback for improvement is provided by leaders and adhere to it
Education
B.Com - undefined
Skills
Agile on Scrum Framework
Certification
Certified Scrum Fundamentals
Otherdetails
English, Hindi, Telugu, Cricket, Football, Badminton, Music
Personal Information
Date of Birth: 12/12/80
Projects
EMS, 01/2021 - Present, Tech enablement for Tax & Audit users. Azure, Single Virtual machine for accessing member firms domain. eClinical, Medical software for managing electronic health records.
Disclaimer
Here with I sincerely declare that the above information given is true to my behest and knowledge., 07/10/24
Technicalexperience
Jira, MS Office (0365), VM Ware, Azure, Active Directory, Scrum
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 15 staff members.
Timeline
Scrum Master - Deloitte India
01.2021 - Current
Analyst & Team Leader - Deloitte India Support
11.2013 - 12.2021
IT Lead for ServiceDesk, Access-Management & Mobile Device Management - Deloitte India Pvt. Ltd
11.2013 - 12.2020
Tech Support Associate - Dell India
04.2011 - 10.2013
AU - B.Com,
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