Lalhai Tecson
@lalhaitecson
Certified Scrum Master driving Agile delivery and continuous improvement in insurance and IT.
PhilippinesWhat I'm looking for
I am a Certified Scrum Master and Project Analyst with hands-on experience facilitating Agile delivery across insurance value stream teams and software development teams. I lead Agile ceremonies, coach teams, and drive adoption of Scrum, Kanban and SAFe practices to deliver customer portals, new business, policy administration, and claims solutions.
I design and maintain JIRA dashboards, manage Kanban boards, and oversee Confluence documentation to provide actionable reporting and ensure team alignment. I track key Agile metrics (velocity, cycle time, lead time, throughput) to identify improvement opportunities and inform decision-making.
Previously I supported global helpdesk and QA functions, performing manual and exploratory testing, technical escalation support, and continuous improvement initiatives. I foster collaboration, transparency, and a culture of continuous improvement as a servant leader and Agile coach.
Experience
Work history, roles, and key accomplishments
Scrum Master
Eclaro
Mar 2025 - Present (7 months)
Serve as Scrum Master for two cross-functional insurance value-stream teams, facilitating Agile ceremonies, driving JIRA/Confluence adoption, and improving delivery through metrics-driven continuous improvement.
Advanced Support Analyst
McKinsey & Company Phils
Mar 2014 - Mar 2025 (11 years)
Provided second-level Global Helpdesk support and drove continuous improvement initiatives, applying Agile practices to streamline workflows and improve service quality across regions.
Helpdesk Analyst
Atos
Jan 2010 - Jan 2014 (4 years)
Assisted Siemens corporate and financial employees in an MSP environment, troubleshooting technical issues, coordinating with local IT teams, and maintaining accurate support documentation.
Coach Trainee
Findever (Sitel Philippines)
Jan 2006 - Jan 2010 (4 years)
Coached and mentored teams, monitored call quality, and provided level-3 technical support for Sony products to improve service quality and agent performance.
Education
Degrees, certifications, and relevant coursework
PPPolytechnic University of the Philippines
Bachelor of Arts, Broadcasting
2001 - 2005
Completed Bachelor of Arts in Broadcasting at Polytechnic University of the Philippines from 2001 to 2005.
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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