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Scrum Master / Project Manager Management

California, United States
October 25, 2016

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Yee Ming Chew

***** ***** **

Santa Clarita, ****0 CA

Email :

Contact No.: 949-***-****


• 16 years of Corporate IT and IT Consulting Services experience across various enterprise functions in roles including Program Management; Account Management; Project Management and Implementation; Production/Lights On Support Management; IT Outsourcing and Vendor Management Office; IT Governance; and Customer Relationship Management.

• 11 years of experience in managing results-driven, multi-functional, multi-vendor, geographically spread projects teams.

• Customer-focused leader who is committed to quality in every undertaking – from interacting with coworkers, users and stakeholders; to ensuring high quality of customer service

• Valued contributor who performs confidently and effectively under pressure and thrives on challenge.

• Creative thinker with an out-of-the-box approach to analytical problem solving, with excellent communication skills

• Self-motivated and enthusiastic learner with proven ability to adapt to changing business conditions and needs.

• Highly skilled with project management and business success tools, including but not limited to MS Project, MS Office, OpenWorkBench, PlanView, and Innotas


• Operating System - Windows, UNIX, Linux

• Software – Rally, Trello, Slack, Salesforce, Jira, Pivotal Tracker, Fogbuz, Sharepoint2010, SharePoint2007, sugarCRM

(Commercial open source customer relationship management software), vTiger (open source CRM software) GIMP, Adobe Photoshop, Flash 5 & Flash MX, GIF Animator, Lectora, Robo Demo, Amtrix, Tiny Term, Ultra Edit, GXS, Load Runner, Cyclone Commerce, HP Service Desk, MS Office Suite, MS Project, MS Visio, PlanView, ALM TFS

• Programming Languages –Jrules, PEGA, .net, Delphi, HTML, ASP, 4GL, Java, JSP, Shell, Visual Basic Scripting

• Database - Access, SQL Server 7.0 / 2000, Oracle 8i, Informix EDUCATION, TRAINING & CERTIFICATIONS

• 2015 : California Notary Public

• 2014 : Awarded by Emdeon (client) the MVP for Agile Project Management

• 2013 : Scrum Master Certification

• 2010 : OpenTaps (Manufacturing Open Source ERP Tool) Training

• 2010 : Managing Successful Projects Workshop (by Steven Lesser)

• 2010 : Basic Agile Project Management Training

• 2009 : Awarded by UST Global the Best performer for Q2 2009

• 2008 : Certified Project Management Professional (PMP)

• 2005 : Awarded by DHL ITSC CBJ the Best Team for Starbucks EDI project implementation

• 2005 : SC Malaysia Intellectual Property Workshop,

• 2004 : Enterprise Large Project Management Workshop

• 2004 : ITIL® Foundation Certification

• 2004 : SL110 Fundamentals of the Java Programming Language

• 2003 : Diploma in Logistics Management, University College Sedaya International

• 2001: Oracle 8I Administration

• 2001 : Microsoft : Implementation in SQL Server 7.0

• 2000 : Bachelor of Science Degree in Business Information System, Campbell University, North Carolina, U.S.A EXPERIENCE HIGHLIGHTS

May 2016 – Present PROJECT MANAGER UST Global® (UST) (leading provider of end-to-end IT services and solutions for Global 1000 companies which adopt Six Sigma, achieved PCMM level 5 and ISO 27001) Role : Scrum Master within Scaled Agile Framework for Bank of America Responsibilities:-

• Participating the train planning event for the increment.

• Executing Iteration plans within a program increment Release plan.

• Working with scrum team achieves the release goals and velocity within the Scaled Agile framework (SAFe).

• Facilitating scrum ceremonies at the team level. Responsible for leading iteration planning sessions, making sure the scrum team the User Story decomposition to tasks that fully achieve the Definition of Done.

• Responsible for identifying impediments/issues and unblocking them for application developers.

• Working closely with Product Owners to drive requirements collection and the creation of Release and Iterations plans.

• Creating and maintaining a playbook for successful execution model. July 2014 – April 2016 PROJECT MANAGER UST Global® (UST) (leading provider of end-to-end IT services and solutions for Global 1000 companies which adopt Six Sigma, achieved PCMM level 5 and ISO 27001) Roles : Program Manager & Agile Coach for 1-Page Inc Responsibilities:-

• Leading client engagements from concept to execution and providing superior customer service through every step of the engagement

• Maintaining the books for the client account and continuously monitor and update the account budget

• Asking the right questions to better understand clients concerns, issues, and needs in a consultative manner, and resolving such concerns in an expedited manner

• Managing the contracts process from signing and execution of contract to adherence through delivery

• Develop and maintain the customer relationship to develop a strategic partnership with favorable outcomes for the client organization and UST

• Establishing communication and engagement processes for the client and UST team to ensure on-time delivery, within budget

• Report engagement status to executive management team on both the client and UST sides

• Coaching and mentoring client and UST Project Managers on agile project management and best practices.

• Guide and / or lead RCPS process based on engagement data to provide key insights to Leadership July 2014 – April 2016 PROJECT MANAGER UST Global® (UST) (leading provider of end-to-end IT services and solutions for Global 1000 companies which adopt Six Sigma, achieved PCMM level 5 and ISO 27001) Roles : Project Manager & Delivery Manager for Trulioo Inc Achievements:-

• Successfully setup and migrated Trulioo’s L1 Service Desk and L2 Application Development teams from Montana to Vancouver and India.

• Evaluated Ticket Management tools for Service Desk, finalized and implemented for Trulioo. Responsibilities:-

• Managed and maintained L1 and L2 delivery metrics through Freshdesk and development backlog through Fogbuz

• Collaborated with product team to understand product goals and determine the best approach to accomplish delivery outcomes

• Worked closely with the team to help overcome project related challenges while minimizing the impact on the team and individual team members

• Coached the team on agile principles and practices to increase the adoption within the team. Acted as a problem solving leader, ensuring clear communication amongst everyone involved in service delivery

• Planned, revised and implemented strategic and tactical governance models for efficient and un-interrupted support through software development and maintenance

• Monitored productivity of Service Desk staff and Incident calls to adjust staff schedules as necessary

• Created and maintained a central knowledge based via Freshdesk ticketing tool to enable the Helpdesk team to quickly reference historical data of incidents, events, best practices, and SOP

• Reviewed performance on monthly basis to ensure the team has achieved the SLAs and provided corrective action plans December 2011 – July 2014 PROJECT MANAGER UST Global® (UST) (leading provider of end-to-end IT services and solutions for Global 1000 companies which adopt Six Sigma, achieved PCMM level 5 and ISO 27001) Role: Project Manager / Scrum Master for Emdeon’s Patient Billing and Payment Solutions (PBPS) business unit


• Migrated from using Waterfall methodology to Agile/Scrum in 3 months

• Successfully executed out 22 sprints within 6 months with 17 resources.

• Received recognition and buy in from the CIO to implemented scrum across all departments, after implementing scrum in PBPS - an agile success story in the company


• Worked closely with Senior VP to ensure the team is aligning to department targets

• Mentored, guided and assessed UST and Emdeon project teams in applying Agile/Scrum practices and helped in coaching the team to higher levels of maturity

• As a scrum master, provided guidance the team to remove any impediments during the sprints

• Facilitated discussion, business analysis, decision making, and conflict resolution.

• Improved the collaboration between the project team with Product, Shared Services, and Operations teams

• Assisted with internal and external communication, improving transparency, and radiating information

• Supported and educated Product Owner, especially with respect to grooming, maintaining the product backlog, and scope creep

• Collaborated with offshore Scrum Master, Emdeon Development team, Multiple Vendor Development teams on achieving and keep improving the delivery model

• Built a trusting, confident and strong team by encourage osmotic communication so that information flows effortlessly between the team, where problems can be raised without fear of blame, retribution, or being judged, with an emphasis of healing and problem solving

• Facilitated the scrum events such as Sprint Planning, Daily Scrum, Sprint Review, and Retrospective. working closely with Functional Managers for continuous improvement in Service Management

• Guided the team using “Planning Poker” for the effort estimation and planning

• Hands on involvement in the application UI designing, business requirements, testing, and release activities December 2011 – July 2012 PROJECT MANAGER UST Global® (UST) (leading provider of end-to-end IT services and solutions for Global 1000 companies which adopt Six Sigma, achieved PCMM level 5 and ISO 27001) Role: Process Champion for Exelon’s Process Excellence Group (PEG) Responsibilities:

• Mentored, trained, and guided project teams through each phase of the project lifecycle.

• Created, designed, and maintained Process Asset Library. Process Asset Library is developed using SharePoint 2007. It is a one-stop shop for all standard project deliverables in Exelon with GUI interface. The deliverables are presented according to project management processes and software development life cycle with a roadmap user interface.

• Provided continuous improvements to process assets and Quality Center of Excellence services to ensure they are both effective and efficient.

• Leveraged metrics-based management to continuously refine process assets and services.

• Created project job aides and best practices such as Reporting Requirements Checklist, SOW templates, Technical and Detailed Design template, Quantitative Critical Success Project Measurement, and etc that use by Exelon project teams.

• Created, designed, and implemented project functional roadmap with RACI tool with SharePoint 2007 March 2011 – November 2011 PROJECT MANAGER UST Global® (UST) (leading provider of end-to-end IT services and solutions for Global 1000 companies which adopt Six Sigma, achieved PCMM level 5 and ISO 27001) Role: Project Manager/Business Analyst for Cardinal Health’s OpenTaps Fit/Gap Analysis project Responsibilities:

• Project Management and client communication management.

• Established delivery milestones, delivery formats and driving the team (onshore and offshore)

• Researched & Coordinated Manufacturing Domain and Open Source ERP tool training

• Gathered and documented the requirements for the large scale mainframe migration to Open Source

• ERP Solution

• Completed Feasibility assessment of existing PRMS system and business processes.

• Analyzed all functions and possible mapping of the functions from PRMS to Opentaps system. March 2011 – April 2011 PROJECT MANAGER UST Global® (UST) (leading provider of end-to-end IT services and solutions for Global 1000 companies which adopt Six Sigma, achieved PCMM level 5 and ISO 27001) Role: Project Manager for PwC


• Assisted, developed, implemented, and coordinated program activities.

• Developed and managed PwC JBR portal with Sharepoint Collaboration.

• Assisted in preparing IT Governance model.

• Coordinated with Sharepoint team, GE team, Wellpoint team, Microsoft team, HR team and other business units to manage projects effectively to assure overall program goals are met.

• Coordinated daily meetings and provide written expectations for communication and reporting from all team members.

• Implemented updates and approved changes to project schedules.

• Interfaced with respective project teams to ensure timely reporting on completion of assigned tasks and ensure effective project communication plans are implemented.

• Provided timely and accurate project status information and projections.

• Assisted project documentation for project status meetings for assigned projects.

• Monitored and tracked program schedules using performance metrics. May 2010 – Feb 2011 PROJECT MANAGER UST Global® (UST) (leading provider of end-to-end IT services and solutions for Global 1000 companies which adopt Six Sigma, achieved PCMM level 5 and ISO 27001) Role: Project Manager for DHL’s Public Vault Storage (PVS) project Achievement :

• Managed full SDLC public vault storage project with a budget of $500k and 15 resources, comprising both internal and vendor resources to deliver software solutions on time, budget and exceptional quality. Responsibilities :

• Managed/analyzed/documented all project issues, risks & defects and project change and configuration management and performed various project reviews (documents, performance, build, testing & post-project)

• Contributed to continuous process improvement with process team.

• Managed stakeholders, users, customer team and vendors for seamless deployment for successful UAT sign-off.

• Managed, recruited and led a team of 15 resources from requirement gathering to deployment.

• Assisted Account Manager in opportunity development.

• Managed and utilized resources loading to optimize and maximize the profit. Jan 2010 – May 2010 PROJECT MANAGER UST Global® (UST) (leading provider of end-to-end IT services and solutions for Global 1000 companies which adopt Six Sigma, achieved PCMM level 5 and ISO 27001) Role: Project Manager for DHL’s European Infrastructure Optimization (EUOP) project Achievement :

• Managed and migrated 3 medium complex services (.NET and AS400 platforms) within 2 months simultaneously from DHL Netherlands to Czech Republic with 20 resources and budget of €4million. These migrations allowed third level support (3LS) to be completely transferred to UST Global offshore team in India. Responsibilities:

• Managed excellent relationship in a hostile environment and ensured timely knowledge capture from the

• source SME’s.

• Created and managed service migration Due Diligence Report handled by UST 3LS offshore team.

• Created and managed System Appreciation Document, Technical Guide, Functional Guide, and System

• Operating Procedure collaborating with DHL Netherlands SMEs as part of knowledge capture.

• Closely Managed reverse knowledge transfer to offshore team for completing knowledge capture and transition from DHL Netherlands.

• Captured, analyzed and managed requirements from DHL Business IT.

• Provided risk and impact analysis based on the change requests from the DHL Business IT.

• Maintained 100% compliance to Change Management and Release Management policies. Feb 2009 – Jan 2010 PROJECT MANAGER UST Global® (UST) (leading provider of end-to-end IT services and solutions for Global 1000 companies which adopt Six Sigma, achieved PCMM level 5 and ISO 27001) Role: Project Manager for DHL’s KBQ

Achievement :

• Migrated 8 high profile services with a pre-set budget, tight timeline and with total of 35 resources from DHL ITSC Scottsdale to DHL ITSC Cyberjaya in 9 months. Responsibilities:

• Directly responsible for managing $6million P&L.

• Monitored project progress and micro milestones.

• Implemented Project Plans within pre–set budgets and deadlines.

• Defined escalation / response / resolution time for reported problems on the basis of criticality.

• Defined best practices for project support and documentation.

• Analyzed risk and mitigation.

• Performed requirements management, delivery management & post implementation review. 2007 – 2008 HEAD OF CUSTOMER SUPPORT, MARKETROOT SOLUTIONS SDN. BHD Achievement:

• Managed distinguished clients such as SHELL MIRI’s e-procurement system ($2 million), JORDAN FAR

• EAST’s Budgeting System and their Suppliers, SECRET RECIPE’s Catalog Management System,

• PURPLE CANE’s Catalog & Management System


• Managed the entire SDLC

• All projects implemented within timeline and budget.

• Closed all gaps in the current process according to PMI.

• Trained and scaled the organization for CMMI Audit

• Prepared the templates for each of project phases such as project risks template, change request template, project schedule, project closure document, post implementation review form, sign-off form and project issue template.

• Managed the customer relationships from a delivery angle

• Provided pre-sales support.


• Ιmplemented and deployed projects for high profile clients such as HP, Lenovo, Starbucks, Infineon,

• Flextronics, ADIDAS HK for their EDI application. Also awarded as Best Team Player for Starbucks EDI project implementation for 2005.


• Implemented projects in full SDLC.

• Managed & Maintained group website (intranet) using HTML script, Adobe Photoshop and Java.

• Provided Day to Day Support to DHL EDI Customers including standard project configuration, account configuration, troubleshooting on the incidents reported by customers.

• Responsible for monitoring and controlling team SLA’s

• Maintained Online Project Reporting (Internal Application) utilizing PlanView.

• Conducted training for support analysts and business users. 2002 – 2004 CONFIGURATION & CHANGE MANAGEMENT DHL – ITSC CYBERJAYA Responsibilities:

• Developed online Library Tracking System (LTS)-(using Visual Basic 6.0 (ADODC, Data Report,

• Calendar, etc) and MS Access) replacing the previous manual system to record the library loaning transactions.

• Performed and supported internal and external audits of enterprise applications.

• Part of the redesign team for Configuration Management Library Website

• Participated and contributed in the vendor selection for enterprise and regional applications. 2001 – 2002 APPLICATION SPECIALIST, CENTURYSYS SDN BHD Responsibilities:

• Developed and maintain customer websites.

• Designed graphics and animation for website and products.

• Directly supporting business end users, as well as IT staff.

• Responsible for documentation, testing, and research of new technology 2000 – 2001 APPLICATION CONSULTANT, PACIFIC&ORIENT GLOBAL TECHNOLOGIES Achievement:

• Managed and implemented projects for high profile clients such as STANDARD CHARTED BANK, OCBC BANK, HSBC BANK, RHB BANK, BSN BANL that integrates with many legal firms for their workflow system such as Litigation and Conveyancing.


• On-Site or Remote support for the Pelican system, which links between Bank and Legal Firms. Visual Basic, SQL and MS Access.

• Project implementations for new sites such as begin with kick-off meeting, installation of the system, giving training, data conversion and testing.

• Conducting Product Training, UAT, Handling client’s inquiry on the system's errors and usage of the system.

• Hands on testing and documentation.

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