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Scrum Master Service Delivery

Silver Spring, MD
May 13, 2024

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Sandra Ekpenyong

MBSE, CMPIC and CM Certified

Waldorf, MD 20601 Tel: 240-***-**** Email:

IT Governance OCIO (FEMA)

Healthcare IT Project/Program

Risk and Change Management

IT Administrative Management

Release Management

CPIC/IT Governance Support

IT Product owner/Scrum master

Process Improvement

Vender Management (SLAs)

Business Requirement Analysis

IT Service Delivery

Crisis Management (FEMA)

Knowledge Transfer (KT)

Service Now (SN)

Configuration Management

FEDERAL CLIENTELE – Bureau of Indian Affairs, United States Fish and Wildlife, VHA, NASA, Federal Emergency Management Agency, Department of Commerce – Census and Department of Defense, NAVSEA.

CLEARANCES HELD – DHS FEMA Public Trust, Census, NACI, MBI and DOD Secret (2022)


Bachelor of Science in Government and Politics, Univ. of Maryland University College (Dean’s List)

CERTIFICATIONS (Proof of certifications available)

MIT Model Based System Engineering (MBSE) certified July 2019

Configuration Management (CM) certified September 2019

CMPIC SAE EIA-649 (Rev. C) certified September 2021

MIL-STD-882E System Safety (SS) certified June 2021

SAFe Scaled Agile Scrum Master (Certification in Progress – July 2024)

CSSLP (Certification in Progress – October 2024)

Works for BIG 4 (Deloitte Consulting). A dedicated professional with 20+ years in the areas of project management in Healthcare and IT client service delivery; having worked in both the public and private sectors. Leveraged resources and experience by working with Fortune 50 organizations: successful proven track record in business requirement risk (defect) analysis with history in Release Management and effective Scrum Master. A problem solver and a result-driven individual; an innovative and proactive leader who works well with either small or large groups, expertise includes oral and written presentations. Has managed up to 60+ personnel; IT recruitment (onsite/remote) administrative staffing and onboarding. Additional background in Safety, Directive Management and SPALT Configuration, Service Now.

Core Competencies

Client Relationship Management and Collaboration; team building, problem solving with excellent organizational skills which includes program and project management. Business Development and contractor specialist; along with vendor management with strong written/oral skills. Managed a staff of 100+ with a strong eye for detail. Directive and configuration management with policy stewardship. SPALT Configuration and Process Improvement.

Technical Proficiencies/Environment

IT Healthcare and Mobile Application, Benefits Plan, Membership Services, AGILE; MS Suite. Deltex, Cost Point, Clear Quest, ITAR Knowledge, Business Case Management, GE Centricity- EMR, Project Web Application (PWA), Rally CA, Project Server, ACE WINDCHILL, SWSNET, eSSPINST and e-SPALT. Various SaaS Tools.


DELOITTE CONSULTING, Rosslyn, VA June 2022 – current

IT Service Delivery Manager/ Process Improvement-Transformation (Center of Delivery Excellence)

Remote - (Manage 6 – US and India Staff)

SaaS Tools: PMC, Octane, JIRA, SmartPMO/DPMO, Enterprise Consciousness, DELOITE-ASCEND

Lead, manage and drive the full adoption/integration of Delivery Excellence (DE) enabling tools while leveraging each tools best practices for Deloitte practitioners.

Strong client engagement/interfacing to resolve client issues/problems; while meeting deadlines along with company/client expectations.

Ensure on-time client delivery services; manage key resource allocation with fair workload assignment while establishing daily work cadence for competing priorities policy.

Responsible for leading the DE team SaaS project management tools which includes - agile, design, testing and full-service delivery capabilities and client support/help-desk services.

Align US and India (USI) staff core working hours for extended client coverage leading to maximum DE service optimization, support, and operations.

Align US and India (USI) staff core working hours for extended client coverage leading to maximum DE service optimization, support, and operations.

Interface with US/USI solution managers to define defect management solutions; resolving client issues within Service Now (SN) environment and establish best industry practices/solutions.

Manage staff directional in creating knowledge-based (KB) articles extracted from defect solution teams.

Review, approve and publish KBs within Deloitte KB repository for usage in Deloitte global ecosystem.

Work with Global DE team lead to replicate/implement DE worldwide best practices for global membership firms from South America, Africa, Europe, Middle East, and Australia.

Discuss, assist, and make recommendations towards industry best leading practices and delivery approaches while tailoring tools to align with client needs. Run DE audits within SN on enablement/issues and AFAs.

Eliminate inefficient DE practices; modernize and refine DE procedures through process improvement practices and tool automation; thus, decrease cost and increase team productivity.

Debrief/provide stakeholders and senior management updates on any gaps/roadblocks or new initiatives in weekly status meetings while managing expectations and providing monthly metrics to senior leadership.

DEPARTMENT OF DEFENSE (NAVSEA), Navy Yard, DC Aug 2018 – June 2022

Principal Configuration Analyst and Directive Management Policy Steward - Enterprise Information Management (EIM) for Strategic System Program (NAVSEA division) BAESYSTEMS Contract (Manage 5)

Business Leadership Award Winner 2019

(BAE SYSTEMS Chairman’s Award - Exceeding Customer Expectations)

Manage, responsible for execution of configuration/change strategies as it relates to SSP policy directives.

Support teams while applying change management methodologies while acting in the capacity of CM SME.

Utilize change management tools and processes to implement changes required across SSP environment.

Identify, Assess, report and document change impacts along performance of gap analysis.

Troubleshoot and support SSP branches regarding policy directive issues and CM documentation.

Interface across branches to ensure compliance according to OPNAV and SSP policy directives.

Assist in setup of CCB, provide input and socialize with important key stakeholders and manage expectations.

Pinpoint, track and document all issues while identifying unique unifiers for documents and products.

Work across teams to manage change resistance while monitoring/capturing change progress/challenges.

Upload and manage directives electronically using Livelink tool across different branches and front office.

Run mock CM audits within the organization while supporting CM on an organizational level.

Conduct both gap/impact analysis, build out documents requirements and integrate CM within project plan.

Manage new and canceled directives notification through the SSP newsletter for SSP announcement.

Prepare briefs and presentation for DIRSSP weekly status meetings.

Managed the directive cancellation effort spearheaded by DIRSSP for efficiency.

Upload and create case files within JIRA for tracking new SSP directives.

Oversee the new directives being uploaded in eSSPINST by the administrator.

Currently tasked with the establishing and capturing of Knowledge Transfer program for SPALT Team

DEPARTMENT OF COMMERCE (CENSUS BUREAU), Greenbelt Feb 2017 – June 2018

2020 Census TI Program – Sr. PMO and Engineering Business Analyst (Rockhammer Contract)

Supported TI Chief Engineer for TI 2020 Decennial Census contract while collecting engineering metrics.

Tracked engineering action items in coordination with IMS scheduler to maintain program schedule.

Aided weekly status IPTS (Architectural & Infrastructure) meetings for customer update/ program execution.

Set up business rhythm across senior PMO support for various engineering teams.

Created PMO Buddy program and ensured implementation for successful onboarding across the TI program.

Identified business gaps, streamlined, and implemented new processes to increase program efficiencies using workable winning strategies with implementation processes to end program redundancies and waste.

Conversed across agile delivery teams, technical leads, multiple stakeholders, and product owners.

Generated user stories and epics for sprints and while using requirement documentation templates.

Provided business support in responsiveness to client needs/sprints.

Identified interdependencies with impacts regarding sprints while working with the PMs and release team.

Assisted technical leads and business system owners with requirement gathering along with documentation.

Work directly with stakeholders and senior level managers to manage client’s needs and expectations.


ITGB Project Manager (Equinoxys Contract) (Manage 12)

Supported FEMA OCIO (ITGB) as it relates to participating FEMA IT program offices/ IT investments.

Assisted Executive Secretariat to build agendas, topics, pre-briefs, and briefs. Collected meeting minutes, tracked ITGB action items, generated meeting notices and updates along with ITGB schedule maintenance.

Organized monthly ITGB meetings run by FEMA deputy Administrator and CIO with supporting materials.

Maintained reports aimed to drive leadership discussion around ITGB use of essential IT collaborative tools.

Created, developed, and matured ITGB Directive, SOP and ITGB Charter response to 2015 GAO/IG report.

Provided information to Enterprise Architecture, IT Capital Planning, Vendor Management, and the Project Management Office as it relates to ITGB office, IT investments and new IT modernization plans.

Worked with FEMA OCIO office to establish ITGB standards while setting direction for IT programs and support; coordinated with key stakeholders on ITGB actionable items while tracking project milestones.

Assist IT programs to develop and mature IT investments to align with FEMA/ITGB policies and procedures; create a workable operational framework according to IT Governance industry best practices and standards.

Drafted response to 2016 GAO/IG report along with the implementation of GAO/IG recommendations.

Served as Assistant Executive Secretariat for the ITGB; provided recommendations to stakeholders on IT governance structure around upcoming topics with regards to ITGB operations and support.

Worked with SharePoint Administrator to create state of the art ITGB modernized automated website with interaction with other IT Programs.


FEP Digital Experience (UPP Technology Contract) (Managed 60)


Coordinated activities within Agile/SDLC hybrid life cycle which includes the monitoring phase.

Assisted Program Director on process improvement recommendations to be implemented on a program level.

Prepared both Project and Program Weekly Status reports and uploaded them to the Project Server.

Identified standard requirements for change management, change control and change requests by teams.

Reviewed and uploaded deliverables and task updates to the Project Server/ SharePoint within 24 hours.

Communicated statuses of projects and program information (e.g., risk, issues etc.) across project teams and other stakeholders. Maintained the DX MS Project Schedule as scheduler.

Conducted demo planning session, sprint and release planning sessions along program quarterly increment planning meetings and provided updates.

Aided team breakout sessions during sprint to ensure proper commits for user stories and dependencies.

Facilitated/chaired change control, risk/defect management meeting for the program (discussed input of dependencies on upcoming releases).

Facilitate backlog grooming while working with product owners and project managers to ensure that sprint artifacts are properly stored/captured and completed - sprint backlog, sprint goals etc.

program quarterly increment planning meetings and provided updates.


Communicated release status to stakeholders; escalated blockers to both Sr. Release and Sr. PMs as required.

Assisted Sr Release Manager to review release plans, deployment plans, dependencies and to support LIT/UAT tastings.

Communicated release status to stakeholders while escalating blockers to Sr. Release & Program manager.

Assisted in the final approval phase for releases; managed communication to stakeholders/leads.

Often chaired Program change control meetings while discussing dependencies impact on upcoming releases.

Provided release management and deployment support and while assisting in off-cycle releases as well.

Coordinate with master scheduler and project managers to update MS Project schedule to track upcoming releases and deployments.

Employment Achievement Awards and Recognition

DELOITTE – Leveraged new SaaS tool SmartPMO (Smartsheet) to modernize the way CoE supports clients’ requests and delivery thus inspired similar implementation for coaching as well.

BAESYSTEMS – Won 2019 prestigious BAESYSTEM Business leadership Award for Exceeding Customer Expectation (#1 out of 1063 teams). 2021 End of the Year BAESYSTEM Keynote Town Hall speaker “Looking Ahead to 2022”.

VHA – Improved VHA procurement process for funding VHA hospitals around gender-based room/support. Ensured monies were appropriated properly for this.

Raytheon – streamlined contract process to align with task order agreements (SOW) through automation; saved department $12 million in revenue; recognition by senior leadership and promoted to support senior director of defense contracts.

ExxonMobil – Identified, discovered, and saved contracts department an excess of 10 million dollars on antiquated communication contracts; rewarded with promotion to mid-level subcontractor specialist.

NASA OCIO (HQ), DC – IT Project Manager DMI Contract (Managed 4) 2013 – 2014

VHA (Agency), DC Mid-Level Project Manager/Change Management for the ICD 10 Project 2011 – 2013

US FISH AND WILDLIFE, VA (OMB) – Junior PM/Scheduler 2010– 2011

RAYTHEON (NCS), VA – Task Order Manager (Managed 25) 2008 –2010

IBM Consulting Firm (Corporate Office); MD – Sr. EA/Financial Officer 2003 –2008

Exxon Mobil (HQ), VA - FA / Subcontractor Specialist (SLA) (Managed 4+) 1998- 2003

References available upon request

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