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Project Customer Service

Lilburn, GA
September 18, 2018

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*** ********** ****** *************, ** 30044 404-***-****

Skilled CSM certified professional, project manager, and strategic planning executive with extensive track record for delivering value and successfully improving productivity and customer satisfaction while significantly reducing waste and operating costs. Visionary leader driving positive change, building consensus and executing plans that improve processes, results and business operations. Review, analyze and evaluate business systems and user needs, document requirements, define scope and objectives and formulate systems to parallel overall business strategies. A skillful business analyst with over seven years’ experience in the Information, Health, Banking and Communication Technology sector.


Certified Scrum Master / Agile Coach

Complex Project Analysis

ITIL Change Management

ITIL Framework

Compliance Oversight

Vendor Relations

Strategic Planning

Solution Evaluation and Selection

Project Evaluation & planning

Operational / Capital Budgeting

Processes Improvement

Cost Containment

SW Testing

Turnaround re-engineering

Business Management


GRANA RESOURCES, LLC. January 2017– Present

Scrum Master / Business Analyst (Full Time – 40hrs/week)

Implement new process, assesses errors and recommend corrective actions.

Lead Teams across various locations and time zones. Also trained on Agile methodologies.

Strategic planning to improve cause and implementation of business development methodologies.

Significantly enhanced tracking and reporting of projects and increased accountability.

Ensure adherence to laid down policies and procedures by implementing training and development processes.

Proactively maintain technical knowledge in specialized area(s), remaining up-to-date on current trends and best practices.

Manage the efficient performance of services to clients and analysis of functional issues.

Preparation of documentation of requirement and constantly Reporting.

Coordinates and oversee daily sprint meetings and training on Agile methodologies.

Supporting the project team throughout the project life cycle and successful delivery to the clients.

Oversee the generation of daily, weekly and monthly project-based reports/deliverables.

Responsible for full day to day operations of assigned project(s).

Lead teams to daily Sprints and other Scrum Activities.

Develop and manage relationships with project delivery teams and corporate support staff.

Review program requirements and support executive information needs to maintain visibility into meeting goals and objectives with project delivery.

Conduct analysis on program cost, schedule and scope metrics.

SANTA ROSA CONSULTING January 2018 – March 2018

Epic Consultant/Project Coordinator (Part Time)

Independently traveled to determine and outline clients’ needs, oversaw the completion of projects, and performed system maintenance as required.

Prepared detailed project reports.

Supported physicians and nurses with updating work list and flow sheet information.

Provided technical support and medication reconciliation.

Managed virtual teams across different locations and constantly Updating Reports.

Provided instructions on the productive use of Hyperspace.

Provided elbow support to staff and provided staff instruction and support on the use of Docflow sheets.

Work independently and also as part of a team.

REPUTATION CUBE January 2014 – December 2016

Business Analyst/Scrum Master (Full Time - 40hrs/week)

Traveled extensively to work with lead developers, business representatives and other clients discussing options for their platform.

Trained the team on Agile methodology and introduced them to the scrum rituals.

Assessed the Scrum Maturity of the team and organization and coached the team to higher levels of maturity at a pace that is sustainable and comfortable for the team and organization.

Removed impediments and guided the team to remove impediments through the most efficient and effective processes.

Built a trusting and safe environment where problems can be raised with an emphasis on problem solving.

Facilitated getting the work done without coercion, assigning, or dictating the work.

Facilitated discussions, decision making, and conflict resolution.

Defined project requirements by identifying project milestones, phases and elements; forming project team; establishing project budget.

Monitored project progress by tracking activity; resolving problems; publishing progress reports and recommending actions.

Maintained user confidence and protected operations by keeping information confidential.

Prepared technical reports by collecting, analyzing and summarizing information and trends.

Contributed to team effort by accomplishing related results as needed using the ITIL Framework

Validated resource requirements and developed cost estimate models.

Conducted and coordinated financial, product, market, operational and related research to support strategic and business planning within the various departments and programs of the client group.

Realized 25% improvement in profitability through implementation of standardized processes.

Created and updated the project schedule with the input from project managers and project team leads, maintaining the schedule and baseline.

Utilized established framework in capturing requests, costing, resource estimations and project durations.

Developed and deployed progressive IT portfolio and project management methodologies, processes, and tools.

WAVES CONSULT February 2011 – January 2014

Senior Business Systems Analyst (Full Time – 40hrs / week)

Responsible for requirement gathering, business process flow, business process modeling and business analysis with document and records management.

Interacted with the project team to define system objectives and scope, identified constraints and the measures of success for the system to be developed.

Involved in security checks and vulnerability testing.

Lead of over 10 high performing employees focusing suspicious activities, monitoring and increasing production goals and training on the ITIL Framework model.

Active in the Software Development Life Cycle (SDLC) which includes configuration management, requirements management, UML analysis and design.

Orchestrated Disaster Recovery and Business Continuity Planning. (DRP&BCP).

Facilitated JAD sessions with management, users, subject matter experts (SME) and other stakeholders to define the project and to reduce the time frame required to complete deliverables.

Prepared and presented business requirement documents (BRD), system requirement specification (SRS) and functional requirement documents (FRD).

Performed Gap analysis by identifying existing technologies, documenting the enhancements to meet the client end requirements.


Macro Project System Analyst February 2009 – June 2011

I was engaged on the PPI Macro and Main One project which automated the PPI end-to-end claims redress process.

One of our project deployed a new system called “The Macro” which replaced the manual claims processing methods

with the aim of eliminating errors and increasing output quality and the switch of data services to Main One fiber optic


Conducted business stakeholder analysis and stakeholder workshop, identified roles and responsibilities and in turn produced a stakeholder map. Implemented the ITIL framework

Produced an efficient communication strategy and plan to ensure all major stakeholders are engaged throughout the automation process.

Conducted root cause analysis to identify and understand the underlining business problems and solutions.

Elicited requirements using interviews, brainstorming, questionnaires & workshops; and conducted a deep dive session to capture detailed business requirements. In collaboration with the project teams and stakeholders.

Evaluated information gathered from multiple sources and reconciled conflicts.

Analyzed and documented business processes via process modelling and process maps.

Created and analyzed “as is” and “to be” processes, conducting gap analysis between the current and future states.

Facilitated workshops to validate requirements, process maps and encourage stakeholder participation to ensure buy-in and secure quick wins.

AUTO MARKET (CHEKI.COM.NG) April 2006- February 2009

Assistant General Manager

Startup business that I helped build. Developed capital growth and expansion into major other cities and introduction into value added services in the auto sector. We expanded into 3 other countries in the sub-region and built a working process for sustainability.

Responsible for ensuring that the correct methodologies, procedures and controls are in place to measure market performance, achievement of market objectives and (critically) delivery of the defined cost/benefit cases agreed with the relevant goals.

Responsible for initiation, formulation and implementation of turnaround business process re-engineering strategies to achieve improved client satisfaction, productivity, profitability and competitive advantage.

Oversaw business strategy development, implementation and marketing management, new-product development, as well as market and consumer research, for in the Nigerian market.

Accountable for managing profitability with consistent increment in annual sales figures while simultaneously increasing brand recognition through efficient operations.

Built strong brand equity of brand that has become recognized as the best car market place in West Africa.

Succeeded in leading and creating strategy for monetization. Initial monetization revenue grew by 114% and every subsequent years Cheki recorded a 50% growth

MINISTRY OF FOREIGN AFFAIRS October 2003- April 2006

Junior IT Analyst

Worked as a diplomat with the Federal Ministry of Foreign affairs.


18+ years in the workforce performing excellent services and increasing productivity.

7+ years’ experience in Business Analysis and Scrum Master.

10+ years interpreting, evaluating and interrelating research data and developing integrated business analyses and projections for incorporation into strategic decision-making.

10+ years planning and coordinating the development of primary and secondary market research studies in support of strategic planning and specific marketing initiatives.

Several years’ experience conducting insightful, ad hoc analyses to investigate ongoing or one-time operational issues.

10+ years increasing team efficiency, team motivation, and promoting timeliness.

Excellent customer service communication skills.

Team facilitation for better creativity.



Bachelor of Science, Computer Science

University of Ibadan


Certified Scum Master.

ITIL Foundation

Project Management Training

Business Analyst Professional Training



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