Rajalakshmi Murugan has over 8 years of experience as a Scrum Master and Agile Coach working with clients like Cisco and Wipro. She is a Certified Scrum Master with experience helping teams transition to Agile methodologies. Her current role involves coaching multiple Scrum teams, educating organizations on Agile principles, and helping remove impediments for teams working on Cisco's Unified Contact Center Enterprise product.

1. CURRICULUM VITAE
Rajalakshmi Murugan,CSM,
SCRUM MASTER
Mobile - +/
+
Email – raji87.murugan@gmail.com
Phone 9886116002
Overview
• Over 8 + years of experience in IT Services (in Application Software Development,
Maintenance and Production Environment).
• Currently Working as a Scrum Master with Wipro Technologies in CBABU [Customer
Business Application business Unit] – Cisco Unified Contact Center Enterprise (UCCE)
• Certified Scrum Master (CSM)].
• Recent (3 + years) experience in Agile Methodology helping clients in transformation of
projects into Agile.
• Experience in Collocated Agile.
• Experience in Agile Assessment for new and existing implementation and suggest
implementation and improvement plans.
• Experience in Counseling and Training people on Agile Methodologies and practices.
Current Engagement
EMPLOYER : Wipro Consulting Services (WT) (Total: 2 Year 1.5 months )
Location : Bangalore
Client : Cisco India
Duration : Dec 4th
2012 till date
Designation : Project Manager (WT- Lean and Agile Practice)
Role : Agile Scrum Master
Description : CISCO is one of the world’s leading networking organization. With the
variety of networking and communication product being developed, the organization have
experienced and acknowledged the benefits received from Product development using Agile
methodologies. Cisco continues to increase the focus on Agile implementation across all product
lines.
As an Agile Scrum Master, I am responsible for -
• Act as Agile Coach for multiple scrum teams with a focus on guiding the teams towards
improving the way they work. [Cisco Unified Contact Center Enterprise (UCCE)]
• Act as mentor to Scrum Masters and Product Owners
• Educate all levels and roles, including senior leaders, across the organization on Agile
principles, processes, practices and tools
• Share best practices with respect to Agile Software engineering practices
• Provide guidance on achieving high levels of Agile maturity while complying with defined Agile
Core Principles and enterprise standards
• Facilitate cross-team coordination and collaboration
• Foster team’s ability to leverage the larger company network for general collaboration and
impediment removal
• Drive visibility of information that help the team see how they are doing
• Drive organization change needed to allow Agile teams to excel
• Help remove impediments raised by the Scrum Team
• Involve in Scrum Master Recruitment and Team Building Activities.
• Share Agile Awareness and Coaching with prospective business units within Cisco and
Wipro Technologies.
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2. Previous Experience
EMPLOYER : Wipro Technologies (Total: 2 Years)
Location : Bangalore
Client : Cisco
Duration : Dec 8th
2010 till Dec 4th
2012
Role : Team Lead
Description : CISCO is one of the world’s leading networking organization. With the
variety of networking and communication product being developed, the organization have
experienced and acknowledged the benefits received from Product developments.
As a Team Lead, I was responsible for -
• Act as a lead to the Customer engineering team on UCCE Product and facilitate team to
deliver products on time
• Act as mentor to Customer Engineering team on various components which involved in
• Involved in TAC/Customer review meetings on the customer escalations, CAP issues
• Involved in regular meetings with Management and appraisals feedback on the team
• Meeting with Directors on the Customer Engineering team development and improvement
• Involved in TAC/Engineer collaboration and status meetings
• Involved in complex component like TRW enhancement and fixed multiple issues
• Handling any customer escalations, enhancements request for TRW[Translation Route
Wizard] and became SPOC,SME for TRW
Previous Experience
EMPLOYER : Wipro Technologies (Total: 2 Years)
Location : Bangalore
Client : Cisco
Duration : Dec 3rd 2008 till Dec 6th
2010
Role : Software Engineer
Description : CISCO is one of the world’s leading networking organization. With the
variety of networking and communication product being developed, the organization have
experienced and acknowledged the benefits received from Product development.
As a Software Engineer, I was responsible for -
• Working on customer issues and escalation for the product ICM [Intelligent contact Manager].
• Resolving various customer escalations with different components like Router, Gate
way,Pheripheral Gateways,Distributors,Logger
• Fixing Web applications defect and enhancement for WebView,Web Setup, Agent Re-skill
• Developing BUG Scrum Tool
• Involved in Defect and enhancement fixes which includes PowerBuilder and PowerGen Tool
• Handling all Web View defects, enhancements and customer issues single handedly and
became SME, SPOC for Web View.
• Auditing the entire Partner projects of Wipro for Cisco client as a Cisco InfoSec Auditor
• Attending the Partner forum meetings which happens with multiple Cisco partners
Project Summary:
UCCE: Cisco Unified Contact Center Enterprise (UCCE)
Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment,
network-to-desktop computer telephony integration (CTI), and multichannel contact management
over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality
with IP telephony in a unified solution. This makes it easier for your company to rapidly deploy a
distributed contact center infrastructure.
ICM : Intelligent Contact Manager
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3. Cisco Intelligent Contact Management (ICM) software transforms a conventional call center enterprise
into a multimedia contact center. Designed to expand the options for customer interaction, the Cisco
system enables a company to consolidate its Web, e-mail, and telephony channels into an integrated
customer-contact environment. Customers who need information beyond that provided on a corporate
Web site can request immediate assistance from a contact center agent via the Web. These real-time
Web requests are routed by the ICM system using the same business rules applied to contacts arriving
from a carrier network.
Previous Experience
EMPLOYER : Wipro Technologies (Total: 8 Months)
Location : Bangalore
Client : Nortel Systems
Duration : April 2008 till Nov 28th
2008
Role : Project Engineer
Description : Nortel was a recognized leader in delivering communications
capabilities that make the promise of Business Made Simple a reality. Nortel developed next-
generation technologies, for both service provider and enterprise networks, to support
multimedia and business-critical applications.
As a Project Engineer, I was responsible for -
• Participate in the TM knowledge group and Java open forums
• Taking the initial project training /KT from the same team[TM – Telephony Manager,BCC –
Basic client configuration]
• Various testing like Regression testing, Fit for testing ,Product testing
• Fixing the BCC,TM related defects
• Helping ,coaching new joinees to the team on the Product TM,BCC
• FUN team activities and organizing events in the Account level
Was also awarded FIMC[Feather in my cap] award for fixing the complex AUTH code configuration
enhancement and became SME and SPOC in AUTH area of work.
Project Summary:
TM – Telephony Manager
Nortel Communication Server 1000 Telephony Manager provides a single point of access and
control for system management. One Telephony Manager Windows Server replaces multiple
buffer boxes, access modems, and terminal servers. Telephony Manager acts as a terminal server
for multiple devices by providing Windows and Web-based management applications.
Formal Education and Certifications
Educations:
• Bachelor of Computer Science with First Class & Distinction from Bharathidasan
University, Tiruchirappalli [07/2004 – 04/2007,Certification Date : 08/2007]
• Master of Software and Science, from Birla Institute of Technology ,Pilani[01/2009 –
10/2012,Certificton Date : 12/2012]
Certifications:
• Certified Scrum Master(CSM) certification from Scum Alliance ( Certification Date : Mar 16
2014)
Technology Competencies
Operating Systems : MS-DOS, Windows XP/Vista, Windows 8
Languages : Power Builder,C,C++,JAVA
Databases : dBase III+, MS Access
RDBMS : SYBASE – 10.5/12.5, SQL Server 2005,SQL Server 2008
Others : Bug Scrum Tool – Workbench
Utilities : MS-Office, Rational ClearCase,GIT
Tools : GAMES, Rally,JIRA
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4. Professional Awards and Memberships
Awards:
• Magical Scrum Master Award for the Great commitment and initiative brought into the
project –Year 2013,Wipro Technologies
• Received “Vibrant Heart” award for individual contribution toward the Project and
Organization in Cisco BU Awards.
• Recognition award for the contribution and ownership on the Cisco InfoSec Audits
• Received Multiple FIMC awards [Feather In My Cap]and CAP awards for the Work Excellence
in CISCO project[ICM] and Nortel systems as well
• Have certified with Contact Center Certification CC101
Memberships:
• Scrum Alliance ( SA ) , Certificant ID: 315512
Personal Details
DATE OF BIRTH : 24-May- 1987
SEX : Female
MARITAL STATUS : Married
PASSPORT NO : Indian Passport No : H6880415 Valid up to ,
Issued at Tiruchirappalli)
VISA : USA B4 Visa ( Valid till )
PERMANENT ADDRESS :
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