Resume

Sign in

Manager Customer Service

Location:
Newark, New Jersey, United States
Posted:
October 30, 2018

Contact this candidate

Resume:

ADU NANA OSEI BONSU

510-***-**** ac7j3u@r.postjobfree.com

PROFESSIONAL SUMMARY

Effective IT Leader with 4+ years of professional, technical experience with over 2 years of experience in the capacity of Scrum Master working with Agile teams to teach, coach, and train Scrum principles and values in order to adhere to organizational adoption of Agile methodology.

Collaborates with Scrum Team(s) to conduct and lead Daily Scrum Meetings, Sprint Planning Meetings, Sprint Review Meetings, Sprint Retrospective Meetings, and Backlog Grooming meetings.

Communicates with Scrum Team during each Sprint towards a shippable product release working closely with the Product Owner to make sure each User Story in the Sprint Backlog is being attended to.

Work with Scrum Team in technical delivery using continuous integration

Facilitates and leads meetings to ensure progress on solutions and products.

Works with the business users and stakeholders in identifying and documenting User Stories.

Coordinates with the Project Owner in identifying and prioritizing user stories to identify those that would make up the Product Backlog; creates and documents acceptance criteria, estimation, and prioritization for product releases.

Coordinates with the Product Owner to identify the User Stories for the Sprint Backlog

Experience working with cross-functional development teams (QA, Developers, Designers, Legal, Marketing, etc.) to execute roadmap and bring new functionalities to the product.

Good knowledge of key technologies (HTML5, Java, SQL Server, AngularJS, Android, C#) and can quickly assess the applicability of commercial, off-the-shelf technology.

TECHNICAL SKILLS SUMMARY

SDLC Methodologies: Agile Scrum, Waterfall-Agile Hybrid.

Project Management Tools: MS Project Professional, MS Project Server.

Agile Management Tools: Agile JIRA, JIRA Administrator, Rally, HP Agile Manager.

Databases: MS Access.

ETL Tools: SQL Server Integration Services (SSIS), Informatica, Teradata, Hadoop.

QA Testing Tools: ALM, HP Quality Center, JIRA.

Documentation Tools: MS Office Suite, SharePoint 2010/2013.

Web Technologies: Ajax, HTML, JavaScript

WORK EXPERIENCE

Highgate Hotels New York, USA

Business Analyst /Agile Scrum Master December 2017 – Present

Worked with the business users and stakeholder in identifying and documenting User Stories.

Coordinated with the Project Owner in identifying and prioritizing user stories to identify those that would make up the Product Backlog, created and documented acceptance criteria, estimation, and prioritization for product releases

Coordinated with the Product Owner identifying the User Stories for the Sprint Backlog

Coordinated the Scrum Team in Daily Scrum Meetings, Sprint Planning Meetings, Sprint Review Meetings, Sprint Retrospective Meetings and Backlog Grooming meetings.

Coordinated the Scrum Team during each Sprint towards a shippable product release working closely with the Product Owner to make sure each user story in the Sprint Backlog is being attended to.

Worked with a well self-managed cross-functional development team (QA, Developers, Designers, legal, marketing, etc.) to execute roadmap and bring new functionalities to the product.

Studied the inherent systems to have a clear understanding of the business processes and associated system workflow.

Tracked and managed all Change Requests taking them through the complete change request lifecycle.

Assisted the PM in setting realistic project expectations and in evaluating the impact of changes on the organization and plans accordingly by conducting project related presentations.

AFFINIA MANHATTAN: NYC

Front Desk Manager: (Affinia Manhattan) August 2015 - Dec 2017

4star Property of over 600 rooms

Liase between upper management and lower level employees

Hold daily meetings to ascertain how the team is doing and to motivate the team

Monitor how well the hotel is doing against how other hotels are doing through reviante and tripadvisor

Answer guest requests and question

Provide excellent customer service.

Fraternal Order of Police Accra, Ghana

Project Manager / Analyst (Police –Civilian Cooperation). Nov, 2010 - May 2013

Lead and manage development workflows into reaching out to the community

Execute projects according to a determined timeline, methodology.

Track and report on progress of team to senior management

Know when to diffuse issues or risks and when to escalate them

Maintain quality control throughout the project life cycle

Organize events to bring both parties (police and civilians) together in a non- confrontational environment.

Develop and maintain required project documentation

Script (E- payment solutions) Ghana Accra and Kumasi, Ghana (National service)

Community Outreach Supervisor. July, 2009 - September 2010

Communicate new products of the company to the public

Bring back Consumer feedback to be assessed by the Company

Implement Corporate Social responsibility of the Company.

Organize my team and get them ready for the outreach.

CERTIFICATION

Certified Scrum Master

Prince 2 (Foundation)

EDUCATION

Lincoln University (Oakland CA) 2015 Master Of Business Administration : Human Resource

University of Ghana - Accra, Ghana (2009)

Bachelor of Arts: Psychology and Political Science



Contact this candidate