Naveed Khan

Toronto, ON, 647-***-****, adda4i@r.postjobfree.com

A highly skilled, 10+ years of experience in engineering and administering heterogeneous application infrastructure. Leading operations for monitoring products. An efficient project planner with expertise in leading and delivering projects, Scrum Master with 4 years of Scrum Master experience Strong hands on experience on Agile Methodologies, Manifestos, Principles, and Agile Mindset shift. Experienced in Scrum, Kanban and fusion of Scrum & Kanban (ScrumBan) implementation. An efficient project planner with expertise in leading and delivering projects. Superior analytical, decision making, problem solving skills and a constant learner. Very warm and social individual.

SKILLS

Operating Systems

Linux, Windows

Scripting Languages

Shell, Action (Alarm point).

Collaboration Tools

Working knowledge on Atlassian JIRA, Confluence

Log Management

Kafka,Elastic,Logstash,Kibana

Ticketing Tools

PACE, ServiceManager, ServiceNow, xMatters.

Languages

C, C++, Core JAVA.

Monitoring Tools

HP SiteScope, CA Performance Center (CaPC), Trapexploder.

Project Life Cycle

Agile Methodologies using Atlassian Products (Jira)

PROFESSIONAL EDUCATION AND CERTIFICATIONS

SAFE 4.0 Advance Scrum Master (SASM) Certified – Certification ID: 052*****-****

Certified Scrum Master (CSM).- Certification ID: 000373191

ITIL V3 Foundation Certified – Certification ID: 262****-*****

Bachelor of Engineering –Electronics and Communication, India.

PROFESSIONAL EXPERIENCE

Customer Service Agent Sept 2019 – Present

Teleperformance,75 Eglinton Ave E, Toronto, ON M4P 3A4

SAMSUNG E-Comm

Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.

Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Delivered superior client services, fostering strong rapport, retention and satisfaction.

Entered customer interaction details in symphony to track requests, document problems and record solutions offered.

Educated customers on promotions to enhance sales.

Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.

Assisted call-in customers with questions and orders.

Scrum Master Jan 2019 – June 2019

The Home Depot of Canada Inc, 900-1 Concorde Gate, Toronto, Canada.

Served as scrum master for multiple Ecommerce projects.

Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.

Led sprint reviews, daily scrums and planning meetings to realize full team engagement.

Evangelized Agile as strategic asset of culture and business value, inspiring teams in implementation of new tools and techniques including Jira, Confluence and Scrum,ScrumBan,Pair Programming

Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews and sprint retrospectives.

Planned Agile best practices and encouraged team cohesion, overcoming impediments and hurdles to productivity.

Provided extensive guidance on Agile scrum processes and methodologies to highly effective teams with goals of improving quality and productivity.

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

Shielded scrum team from external interference for optimal productivity and success of Agile process.

Collaborated with product owners, team members, technologists and other scrum masters to define solutions and drive progress. Help visualize vision, goals, progress and product delivery.

Managed product backlog and supported SCRUM framework for monthly sprint releases.

Closely collaborated with project members to identify and quickly address problems.

Manage scope, schedule and Prepare weekly project reports, track project issues, risks and steering committee’s project updates.

Scrum Master Sept 2015 – Oct 2018

Fidelity Investments Pvt. Ltd Bangalore, India

Ensuring that the Scrum Team adheres to Scrum theory, practices, and rules

Leading and coaching the teams in Scrum adoption

Maintain burn-down charts, setting-up guiding retrospectives for maximum business value.

Removing impediments or guiding the team to remove impediments by finding the right personnel

Foster collaboration among Scrum Team and the Product Owner to negotiate the minimum viable product for delivery

Building a trusted safe environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis of healing and problem solving

Facilitating discussion, decision making, and conflict resolution

Assisting with internal and external communication, improving transparency, and radiating information

Helping Product Owner, in grooming and maintaining the product backlog and forecast possible risk.

Track Agile metric like Velocity, Commitment reliability, Capacity utilization, Scope change, Backlog health,burndown chart to ensure team stays focused on commitment and produces high quality increment of values.

Lead Systems Engineer Dec 2012 - Sept 2015

Fidelity Investments Pvt. Ltd. Bangalore, India

Provide L3 support for HP SiteScope (Monitoring Tool).

Was instrumental in identifying and reporting major bugs on monitoring self-service application which were show stopper for application release.

Provide technical expertise in designing and deploying hybrid Monitoring solutions.

Design and implement monitoring solution for critical financial applications.

Create and implement monitoring solution that drives to improve performance and reliability of critical financial applications of Fidelity

Engage with stakeholders on regular basis to identify overall need and gaps in existing monitoring configuration.

Successfully transitioned support & Operation Project from External vendor to Fidelity’s Internal Business Unit.

Perform root cause analysis for major incidents, coordinating with customer and vendors to resolve issues.

Successfully managed large Customer facing projects, Managed Sitescope version upgrades, RTP Exit, OMA Exit.

Software Engineering

Fidelity Investments Pvt.Ltd, Bangalore, India April 2006 – April 2010

Technical Support Specialist June 2004 – April 2006

Hewlett Packard (hp), Bangalore, India

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