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Scrum Master Customer Support

Location:
Capitol Heights, MD
Salary:
$125.000/year
Posted:
December 22, 2022

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Resume:

Jean Paul Longila,

PMP, PSM II, SSM

SCRUM MASTER

Details

United States

*** -*** - ****

adt6zq@r.postjobfree.com

Skills

JIRA

SQL

Kanban

Salesforce

Adaptability

Confluence

Data Analysis

Creative Thinking

Ability to Multitask

Agile Methodologies

Business Intelligence

Communication Skills

Security Management

Business Development

Emotional Intelligence

Complex Problem Solving

Ability to Work in a Team

Agile Project Management

Effective Time Management

Interpersonal Communication

Skills

Critical thinking and problem

solving

Profile

Technical Scrum Master Adept at understanding team functionality and servant leadership. Certified Project Management Professional offering 7+ years of experience owning all stages of project life cycle from inception through monitoring and closing to deliver projects that exceed expectations on time and on budget. Eagerly seeking to use abilities and interpersonal skills to accomplish the goals and mission within company. Seeking new Agile challenges and greater responsibilities, where past experience will help drive client-facing projects. Employment History

Scrum Master FDA Contractor, The Midtown Group, Silver Spring, MD J ULY 2 0 1 9 — PRESENT

• Schedule, coordinate, and conduct sprint planning and review/demo sessions with the development team and other stakeholders

• Facilitate sprint retrospectives and daily stand-up/scrum calls and track action items that arise

• Manage and track the scope and status of deliverables for each sprint

• Work with support teams to facilitate resolution of impediments for the scrum team

• Partner with product owner(s) to groom and maintain the product backlog

• Maintain dashboards and provide reports to management on team capacity, velocity and progress as needed

• Actively participate in department level and organization level meetings

• Work on process improvement and developmental initiatives as directed by manager

• Solicit guidance from stakeholders on agile methodologies

• Promote the agile mindset and agile practices across cross-functional teams Agile Project Manager, Krystech Consulting Services, Burtonsville, MD MARCH 2 0 1 5 — J UNE 2 0 1 9

• Coordinated and facilitated weekly project meetings, daily stand ups, and ceremonies.

• Effectively managed project life cycle, including product backlog.

• Led sprint planning sessions, estimating, and retrospectives or lessons learned.

• Managed team capacity, deliverables and releases in Jira through implementation of Kanban project management.

• Utilized enterprise project management tools and applications to provide project status and reporting.

• Owned team metrics and submitted Sprint, Monthly and Quarterly team performance metrics.

• Effectively managed time and prioritized tasks and work streams to achieve department and business goals.

• Managed risks, issues, tracked and resolved dependencies and utilize resources to remove impediments to the team.

• Partnered with colleague program, project and product managers within the organization.

• Implemented Sprint or Kanban approach to organizing. IT Project support, World Bank Group, Washington, D.C. J ULY 2 0 1 3 — F EBRUARY 2 0 1 5

• Provided regular status updates to steering committees, stakeholder groups, and executive leadership.

• Fostered a culture of robust and comprehensive documentation. Customer Relationship

Management (CRM) system

• Reduced the number of customer support requests by 14% year over year by fine-tuning documentation.

• Recommended 12 changes to program plan from original specifications based on an iterative feedback loop from customers and stakeholders.

• Led all sprint planning, execution monitoring, and close-out of programs related to software engineering.

• Worked with 7 product management, engineering, and customer experience teams to build processes around distilling product feedback and usage data. Paralegal, N. J. Lema & Company: Law & Accounting, Baltimore, MD JANUARY 2 0 1 1 — J UNE 2 0 1 3

• Provided case management and organize cases for court presentation.

• Conduct legal research using Lexis-Nexis and Westlaw, statutes, regulations, court rules policies, procedures, and other legal authorities.

• Prepared and maintained a variety of trial related documents.

• Prepared correspondence and legal memorandum in response to attorney’s request of information on a particular matter.

• Attended court to conduct interviews; conducted Blue Book site checks 4-5 times weekly.

• Proof- red documents and prepared letters and emails for attorneys. Education

Master's of Public Policy, Project management, University of Maryland, College Park, MD

2 0 2 1 — PRESENT

Bachelor in Law, Option Business, Management & Law, University of Lubumbashi, DR Congo

2 0 0 8 — 2 0 1 2

Professional Scrum Master Advanced Certification, Custom Scholar Relevant Coursework:

• Product Backlog Management

• Forecasting and Release Planning

• Stakeholders Management

• Organization Design and Culture

• Managing Technical Risk

• Coaching Agile Practices

Certifications

PSM I - Professional Scrum Master I

PSM II - Professional Scrum Master II

SSM - Certified SAFe5 Scrum Master

PMP - Project Manager Professional



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