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Susan Thompson CSM


Scrum Master/Project Manager, Larson-Juhl

Location: Norcross, GA


Certified ScrumMaster



Detail oriented IT professional with a proven success rate of providing clients on-time and on-budget projects using waterfall and Agile methodologies.  Great management expertise and interpersonal skills enable me to development strong relationships and insi ght for the successful delivery of complex projects.


  • Certified scrum master since 2008

  • Provided Quality Assurance leadership for QA departments and programs

  • Provide assessments and improvements for QA teams as a consultant

  • Experienced Delivery Manager who can manage multiple projects

  • Experience creating teams that use proven processes that support waterfall and Agile development

  • Have created SDLC methodologies, processes, standards, templates and checkpoints for two fortune 50 companies

  • Managed cross-functional distributed teams with diverse technical

  • Experienced in developing and cultivating strong interdepartmental and partner relationships


Work experience

April 2015 - Present, nORCROSS, ga, United States
• Led 12 of Larson-Juhl’s projects to completion using Agile and waterfall methodologies. • Managed the Larson-Juhl help desk team of 6 which included hiring responsibilities • Implemented and customized the GWI iSupport help desk ticketing system • Acted a Help Desk Manager for 6 person team including hiring responsibilities • Developed and documented processes and procedures for the help desk including a knowledgebase for the help desk and user portals • Applied techniques that enabled the help desk to reduce a 400 ticket backlog to less than 20 tickets in less than 90 days. • Acted as the SharePoint administrator for IT, PMO and Help Desk sites • Provided IT support for the JDEdwards Warehouse Management System implementation

eSecuritel Holdings, Director QA
October 2013 - April 2015, Alpharetta, GA, United States
• Developed and managed distributed 18 person QA team • Provide the QA team members with career development, cross training, budget planning, hiring, semi-annual goal reviews and mentoring. • Provided Agile coaching and training for all IT teams • Identified, defined and implemented process improvements for a teams • Ensured scope control for releases and proper staffing of teams • Collaborated with departmental teams to design and implemented a corporate knowledgebase • Team Foundation Studio and JIRA administrator for QA team • Developed and implemented automated testing and performance testing for all products.

MATRIX Resources, Director of QA & Design, Scrum Master, Delivery Manager
December 2006 - October 2014, Atlanta, GA
•• Acted as Delivery Manager/Project Manager for Professional Services projects which included requirements gathering and refinement, developing schedules, managing budgets, removing impediments, and managing team productivity for multiple projects concurrently. • Developed the professional services QA program and managed the assigned QA testers for client projects. • Acted as scrum master for Professional Services engagements which included Agile coaching and training. • Provide assessments and improvements for client QA teams as a consultant • Collaborated with clients to determine requirements, budgets, timelines • Developed and managed project plans to ensure all project tasks were identified, resourced, scheduled and completed. • Provided leadership and guidance to clients and Product Owners as a trusted advisor This position had other management responsibilities during my tenure at MATRIX. • Managed the Professional Services Design team and their projects for 3 years. This team provided UI/UX for clients initiatives. • Managed the 6 person internal development team for 3 years. • Managed the internal MATRIX application support team for 3 years. • Managed internal testing initiatives

Walt Disney World, Senior QA Manager
May 2000 - May 2005, Orlando, FL, United States
• Represented the WDW QA department on the Information Technology Life Cycle Methodology Council and the SDLC Tool Council. • Developed the WDW and WDIG QA teams test strategy, processes, standards and templates • Managed cross-department testing teams in multiple locations • Wrote documentation that was adopted as standards by WDW and WDC. • Managed the testing for a 2-year, multi-release Siebel CRM project for WDW reservation and marketing systems for 1500 users. • Coordinated and managed the testing activities for 4 departments and 24 testers. Some testers were matrixed when necessary to my management for the duration of their testing cycle. This included bi-costal and offshore testers. • Co-authored the Destination Disney Testing Architecture.

SallieMae, Senior QA Manager
December 1988 - May 2000, Restin, VA, United States
• Represented the QA Department on the System Engineering Process Group (SEPG) which developed and managed process improvement towards CMM level advancement. • Core committee member that developed SallieMae’s custom SDLC • Created and managed SallieMae’s first Internet & client server QA group of 15 + testers who were responsible for the quality of 15 web sites. • Developed and managed a 15 person QA team including budget, estimating, scheduling, test strategies, documentation standards, staff assignments, merit reviews and merit pay increase recommendations, product design • Managed a 5 person web development team. • Implemented and established standards for automated testing for the web testing team.


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