Scrum Customer Service

Martin Acha-Morfaw

****************@*****.***...240-***-****

**** ********** ***, *********** ** 20781

Mission-focused Scrum Master with extensive experience coaching and mentoring highly capable teams. A Team-oriented individual promoting exemplary presentation, project management and risk oversight skills. A demonstrative Scrum Master with a background communicating effectively with business leaders and Considered an expert in prioritizing tasks and optimizing workflows. Offering more than 7years of experience with an impressive record of delivering and implementing the project as per deadlines performance teams., extending post-implementation and maintenance support to the technical support team and clients. Highly skilled and successful in coaching, mentoring and leading technical, project management, and leadership teams in adopting scrum. Seeking a new role as a ScrumMaster with a great organization.

Work Experience

Scrum Master / Cloud Navigator

K-Force as a CMS Contractor

MAY 2019 to Present

Liaison between the Application Development Organization (ADO), CMS Business Owners (BOs) and CMS Cloud SMEs to ensure a successful migration to cloud.

Continually talk to CMS (Center of Medicaid and Medicare Services) and help BOs and ADOs understand their application migration needs and recommend which cloud environment and services would be best for them.

Worked effectively with multiple Scrum teams across the board.

Conducted all my scrum ceremonies with my team.

Help to push Jira tickets for AWS account creation and VPCs for ADOs (customers).

Facilitated all meetings with customers to know their needs and talk through their Network diagram.

Creating Slack, Jira and Confluence pages for customers with their respective projects.

Solve customer’s dependencies/blockers to our “Tiger Team” members and guide them through all phases of their onboarding process.

Helping customers to get in their DNS/TLS repos via CMS GitHub.

Resolving all blockers withing my team and escalating the necessary ones to my team lead.

Guiding the customers through Security phases like ATO (Authority To Operate) SIA (Security Impact Assessment ) and what AWS controls the would like to inherit.

Work closely with CMS Account Managers to ensure all applications move to Cloud are up and running smoothly.

Scrum Master

Uber - San Francisco, CA

September 2015 to Present

• Worked effectively with multiple Scrum teams both internally and off-shore.

• Provided extensive guidance to highly effective teams on how to use Scrum processes.

• Recommended architectural improvements, design solutions and integration solutions.

• Directed onsite training for business users to maximize productivity.

• Developed and implemented complex Internet and Intranet applications on multiple platforms.

• Provided all support to the team using a servant leadership style whenever possible, and lead by example.

• Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.

• Designed and implemented new server standards for core business services.

• Managed and tracked project using Jira.

• Proactively identified and found ways to resolve issues to prevent distractions and keep projects on track.

• Designed strategic plan for component development practices to support future projects.

• Participated in program implementation(PI) meetings.

• conduct daily standup meetings.

• Empowered teams to self-organize and grow in cross-functionality.

• Protect development team from outside distractions, impediments or team conflicts and maintain focus on product backlog and project timeline.

• Facilitated scrum ceremonies; daily standup, backlog grooming, sprint review meetings, retrospectives.

• Track burndown issues and progress in Jira. with competent teams to resolve issues.

• Tracked and effectively communicated team velocity and sprint/release progress to all affected teams and management.

• Worked with the product owner and the Scrum team to negotiate the minimum viable product for delivery.

• Ensured teams have clearly defined and enforced definition of ready(DOR) and definition of done(DOD).

• Improved team velocity by incorporating capacity planning into sprint planning sessions.

• Provided general guidance to team members on agile principles.

Scrum Master

CAPITAL ONE BANK - New York

November 2012 to January 2014

• Utilized problem-solving skills to analyze and resolve issues that effected business operations and goal achievement.

• Assessed the impact of current business processes on users and stakeholders.

• Developed wireframes, site maps and content inventories.

• Reviewed files, records and other documents to obtain information and respond to requests.

• Devised automated scripts utilized by developers in managing systems to improve performance.

• Partnered with PMO to create and revise annual budget for Program services.

• Documented business processes and analyzed procedures to see that they would meet changing business needs.

• Developed and executed marketing programs and general business solutions resulting in increased company exposure, customer traffic, and sales.

• Recommended operational improvements based on tracking and analysis.

• Collaborated on all stages of the systems development lifecycle, from requirements gathering to production releases.

• Researched and resolved issues regarding the integrity of data flow into databases.

• Provided extensive guidance to highly effective teams on how to use Scrum processes.

• Advocated for end-users to perform testing and problem analysis for server, desktop and IT infrastructure work.

• Collaborated with clients from concept through final delivery of product or service.

• Assessed each staff member's responsibilities and delegated tasks to balance each employee's workload.

• Streamlined and enhanced the corporate accounting and operations system.

• Directed onsite training for business users to maximize productivity.

• Utilized a pipe and filter model to find bottlenecks and enable measurement of system resource usage and process behavior at boundary limits of all operations.

Business Analyst

IHeart Media - New York

May 2010 to January 2013

• Established a configuration knowledge base to support functionality by developing a system application overview.

• Planned and executed events and marketing programs, producing five times target Number of qualified leads.

• Developed a set of metrics derived from raw company data to track improvements in organizational efficiency.

• Managed team of three direct reports responsible for on-going product optimization, account management and ad placement on company website.

• Recommended operational improvements based on tracking and analysis.

• Collaborated on all stages of the systems development lifecycle, from requirements gathering to production releases.

• Managed testing cycles, including test plan creation, development of scripts and co-ordination of user acceptance testing.

• Utilized problem-solving skills to analyze and resolve issues that effected business operations and goal achievement.

• Documented business processes and analyzed procedures to see that they would meet changing business needs.

• Led cross-functional teams to analyze and understand the operational impacts and opportunities of technology changes.

• Developed media kits.

• Developed data architecture design to enable analysts to perform targeted customer analysis.

• Conduct daily standup meetings and motivated team members.

• Assisted product owner to create user stories, groom user stories and prioritized user stories.

• Tracked and effectively communicated team progress using burnup and burndown charts.

• Updated agile tracking systems to provide transparency in product and sprint backlogs.

Education

Bachelor of Science

University of Buea

January 2012

Skills

CHANGE MANAGEMENT (7 years), Configuration Management (6 years), Customer interaction (9 years), Customer service (7 years), documentation (3 years), Excellent communication skills (8 years), Problem Resolution (7 years), Project documentation (6 years), project management (5 years), RECEPTIONIST (8 years), RETAIL SALES (6 years), Software testing (6 years), Strong communication skills (8 years), testing (4 years), ScrumMaster (Less than 1 year), Certified Scrum Master (Less than 1 year), Jira (Less than 1 year), Agile Scrum (Less than 1 year), Kanban (Less than 1 year)

Certifications

Certified Scrum Master

Present

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