Alicia Ouellette

scrum master

Data EntryCustomer Retention SpecialistCustomer Care SpecialistLive ChatChat SupportClient Relations SpecialistCase ManagerCustomer ServiceCall Center SupervisorCall CenterHR GeneralistHR

Quality Engineer (Tester) Enabled full stack solutions through multi-disciplinary team planning, enhancing delivery speed and quality. Performed continuous testing for security, API, and regression suite, ensuring robust application performance. Participated in code reviews and monitored defects, contributing to continuous improvement in the end-to-end testing process. Scrum Master Facilitated Agile ceremonies including daily stand-ups, sprint planning, retrospectives, and reviews. Coached and guided Scrum teams on Agile best practices, improving team performance and delivery. Removed impediments to team progress, ensuring smooth and timely sprint execution. Acted as a servant-leader and shielded the team from external interruptions. Collaborated with Product Owners to maintain and prioritize product backlog. Tracked key Agile metrics (velocity, burndown, etc.) to drive continuous improvement. Promoted a culture of collaboration, transparency, and accountability. Active JIRA wrangler and chaos coordinator. Email Security Threat Research Delivered high-quality service to customers as well as internal stakeholders, including employees, managers, and cross functional teams, by responding to inquiries, resolving issues, and providing guidance. Led the Threat research Team in conducting in-depth research analysis to track, identify, and evaluate emerging online threats. Researched and synthesized information to better understand various threat landscapes. Developed innovative research strategies to reinvent utilization of existing data driving process improvements. Tracked spam, viruses, ransomware, and other email threats by recognizing anomalies in traffic patterns, message flows, and remediated false positives. Reverse engineered data to better narrow down solutions.