Debbie Horninger
Shady Side,MD
Summary
Dynamic Production Support Analyst and Scrum Master at Accenture Federal Services, adept at enhancing system performance and user satisfaction. Proven track record in coaching teams on Agile practices and effective problem resolution. Skilled in incident management, fostering collaboration, and driving continuous improvement to achieve project goals.
Overview
12
12
years of professional experience
Work History
Production Support Analyst
Accenture Federal Services
04.2024 - Current
- Managed change requests efficiently to minimize disruptions to ongoing production processes while maintaining high-quality standards.
- Updated current user guides and documentation to support knowledge transfer among team members.
- Maintained accurate records of incidents and resolutions in tracking systems for future reference.
- Collaborated with cross-functional teams to streamline processes and enhance system performance.
- Monitored application performance metrics to track optimal functionality and user satisfaction.
Scrum Master
Accenture Federal Services
02.2020 - 04.2024
- Facilitated Agile ceremonies, ensuring alignment on project goals and team responsibilities.
- Coached cross-functional teams on Scrum principles, fostering collaboration and continuous improvement.
- Identified and resolved impediments, enhancing team productivity and delivery timelines.
- Developed and maintained sprint planning processes, driving efficient resource allocation and task prioritization.
- Collaborated with Product Owners to refine requirements and ensure alignment with business goals.
Help Desk Support Specialist
Accenture Federal Services
01.2014 - 02.2020
- Resolved technical issues for end-users, enhancing system performance and user satisfaction.
- Provided timely support via phone, email, and chat, ensuring efficient communication pathways.
- Documented troubleshooting processes in knowledge base, improving team resourcefulness and response time.
- Trained new staff on help desk protocols and software tools, fostering collaborative work environment.
- Managed ticketing system effectively to prioritize tasks and streamline workflow processes for quick resolutions.
- Generated reports to track performance and analyze trends.
Education
Juniata College/ University of Maryland -BC
Skills
- Strong interpersonal skills
- Coaching and guidance
- Proficient in agile practices
- Effective team collaboration
- Effective problem resolution
- Incident Management
Timeline
Production Support Analyst
Accenture Federal Services
04.2024 - Current
Scrum Master
Accenture Federal Services
02.2020 - 04.2024
Help Desk Support Specialist
Accenture Federal Services
01.2014 - 02.2020
Juniata College/ University of Maryland -BC
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