Shubha Gupta

I am currently working as Client Service Excellence Leader with IBM India Pvt. Ltd. While my resume is attached for your perusal, few accomplishments indicative of my experience include:

• Directed 80+ project teams and witnesses 6% increase in Net Promoter Scores
• Successfully deployed Agile best practices resulting in overall 20% velocity improvement across multilocation and multivendor setups
• Skilfully reported to Service Line and sector leadership; built 30+ success stories in short span of 6 months for end-to-end deployment and metrics reporting and improvement across Industries with expertise in healthcare and pharma projects.

I am a solution-oriented person who thrives in challenging, fast-paced environment where my performance directly impacts the bottom-line. I believe that my strong background in IT combined with my extensive experience in planning, executing, monitoring, and closing a variety of projects, which makes me ideally suited to this role. 

Self-driven professional with over 23 years of experience in Software Development, Product Delivery, Project Management, Business Analytics, Quality Management, Client/Stakeholder Relationship and Team Management − Played a key role as Agile Team Facilitator & Scrum Master for steering the entire projects & project planning, scheduling, monitoring, controlling & configuration; actively participated in applying scrum principles / practices /theory & coordinated for Agile adoption for the teams − Skilled on Garage Delivery Maturity, Agile, CMMI, ITIL, 21CFR part 11(pharma), ISMS (inline with ISO27001), Six Sigma, Testing, Process Architecting Innovative and inventive problem-solving benchmarking and capability studies − Expertise in implementing Agile methodology to add value to deliverables; working with consultants in identifying process improvements in deliverables; developing methods to achieve delivery of desired results; acting as quality control point for consultant deliverables − Hands-on experience in technical and business writing, business process flow, business process modelling and testing with knowledge of writing user stories, creating use cases, use case diagrams, workflow diagrams, burn down charts, sequence diagrams & so on − Extensive experience in build-up and institutionalization of quality assurance practices, Risk reviews, defect prevention and analysis, Tools (process support and improvement) − Equipped with extensive experience in providing astute leadership; Proactive in identifying potential Business Requirements & Opportunities − Insightful professional with notable success in achieving business growth by identifying new opportunities and maximizing competitive strength for longterm success; expanded business & consistently improved profitability of the company − Led proven initiatives in extending support and leading: o Product Owners and Development Team for managing product backlogs, resolving customer queries o Scrum Team on how to execute Agile/Scrum practices and values to delight the customers − Provided training to over 800 Agile practitioners in Story Writing, Product Owner & Scrum Master Workshops, Component-based teams, Kanban, and Value Stream Mapping

DASSM, Certified Scrum Master, Safe Agilist, Agile Coach Garage Leader , Safe Devops certified CMMI v2.0 Associate Certified ISO 9001:2008 and 27001 Internal Auditor & Lead Auditor from TQMI, IRCA UK registered Certified TL 9000 Lead Auditor from TQMI, IRCA UK registered Six Sigma Black Belt ITIL foundation certification in IT service Management from iSEB PMI certified Project Management Professional (PMP) CISA certified, TQM and ISO 9000, Quality Control Celonis Certified