Scrum Master Call Center

TERENCE EWONKEM

DALLAS - TX Phone: 817-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Agile Methodology evangelist and goal-oriented professional with extensive Agile Process Management/ Scrum Master experience and proven track record in delivering quality projects on time and within budget. Distinguished ability to develop strategic relationships with various team heads and stakeholders to resolve complex problems. Adept at driving the full project lifecycle from Sprint Planning, to incremental delivery of a product. Successful at managing multiple scrum teams simultaneously using effective time and prioritization management skills. Strong communicator with a nag for analytics and acute attention to details. Extensive knowledge working Agile Methodologies.

CORE COMPETENCIES / ERP

· Proficient in JIRA & Version 1

· Coaching

· Online Conferencing ( WebEx /Skype for Businesses ).

· Agile Methodology

· Agile Methodologies (Scrum/Kanban/TDD/XP

· Problem Solving / Process Improvement

· Governance, Risk and Controls

· Capacity planning

· Team Building & Management

· Data Analytics and Training

●Over 8 years in Information Technology space with the last Six (6) + years as Professional Scrum Master (PSM)/Agile Coach with experience for distributed, collocated, and offshore cross-functional/development teams. Manage multiple Business Agility teams.

●Facilitate the formation, learning and growth of multiple cross-functional delivery teams in developing a Lean and Agile mindset. Lead teams through the Agile Transformation process.

●Adopt and continuously improve practices and guiding teams and leaders to enable the effective flow of delivery across the end-to-end value stream.

●Servant-leader and Change Agent who plays a key role in planning, facilitation, supporting teams, removing impediments, providing team coaching and mentorship.

●Excellent written, verbal, and interpersonal communication skills, particularly in a virtual video environment over Google App (Google Meet) and Microsoft Teams.

PROFESSIONAL EXPERIENCE

WALMART DALLAS - TEXAS

Scrum Master 11/19- Present

●Schedule and facilitate scrum ceremonies; daily scrum, sprint planning, sprint reviews/ demo and retrospective. Followed with good interpersonal relationship and communication skills, both with technical and non-technical audience

●Properly manage the backlog and aid team in determining suitable commitments for product backlog items and sprints

●Understand the incremental delivery, backlog tracking and the value metrics (burn down chart metrics, average velocity, and the tasked definition

●Facilitate discussion and facilitate consistent Transparency, Inspection and Adaptation throughout the process in ways that will promote value to the organization.

●Ensure extrinsic transparency is backed into the culture of the team to facilitate real-time knowledge sharing with the business.

●Build a trusting environment using scrum values where the team is comfortable raising issues without fear of blame, retribution, or being judged, with an emphasis on problem solving

●Facilitate evolution of trust and foster collaboration amongst the larger team inclusive of goals, plans, and obstacles thereby growing trust amongst the team, with the business and all other stakeholders

Mobile Telecommunication Network MTN SWR CAMEROON

Business Analyst/Scrum Master 03/2015- 07/2019

●Provided internal and external communications to improve transparency and accountability.

●Participated proactively in developing and maintaining team standards, tools, and best practices.

●Utilized Rally for metrics/reports, user stories and defect tracking.

●Ensured that the Product Owner prioritizes features for the team so that the team delivers user stories at a consistent pace.

●Conducted retrospective and always push the team to follow the best practices.

●Primary focus is on driving the tactical day-to-day product delivery process, including removing impediments that kill productivity or block the team’s progress.

●Facilitate Scrum events: Sprint Planning, Sprint Review, Sprint Retrospective, Daily Standups, etc.

●Continually refine and evolve Agile processes with a goal of predictable software delivery.

●Protect the team from distractions and coordinate with Project Managers to remove impediments.

●Collaborated closely with Product Owners to prioritize a shared backlog to ensure agreed upon backlog items are prioritized, developed and released.

●Coordinate with other Project & Program managers, engineering, and product leads to identify and manage cross-team dependencies.

●Lead and coordinate cross-functional teams by task assignment and follow-up to ensure on-time completion.

●Communicate on behalf of the project and/or engineering leads when required.

●Develop and monitor metrics to determine the success criteria for delivery

UBA BANK Yaounde - CAMEROON

Marketing Coordinator/ Scrum Master 08/2012- 02/2015

●Provided analytics on call center using MicroStrategy as the B.I tool

●Remove impediments for the development team using internal and external resources.

●Use key Scrum metrics (burndown, velocity) to help manage delivery of committed work

●Manage sprint backlog items and tasks.

●Partnered with the product owner in the grooming and maintaining of the product backlog.

●Manage all Scrum boards (physical or virtual)

●Leads the team efforts towards continuous improvement of ongoing application designs.

●Assisted internal and external communication, improving transparency and how information is being received.

●Worked with the team on properly estimating user stories using poker planning when the need arises.

●Actively participated in Scrum of Scrum meetings.

●Worked with the team in calculating Capacity within each iteration and Velocity.

●Works with the Product Owner to define scope and objectives

EDUCATION

University of Yaoundé Yaoundé, Cameroon

Bachelor of Science – Computer Science December 2006

CERTIFICATIONS / TRAINING

PSM 1 (Professional Scrum Master)

CSM (Certified Scrum Master)

SASM (SAFe for Advanced Scrum Masters)

ADDITIONAL

Agile Methodology and Waterfall, Kanban Processes, Jira, cyber security, Data Migration, Data consolidation/integration, Data Mapping, SharePoint, PowerPoint, Quality Assurance, JIRA, SDLC, Agile Methodologies, Scaled Agile Framework

Technical Skills

Microsoft Office (Advanced Word, Excel + Financial, PowerPoint, and Outlook), Microsoft Project, Agile Methodology and Waterfall, MS Excel data analysis and metrics (VLOOKUP’s, Pivot Tables, dashboard metrics and Visio), Kanban Processes, PMBOK, Data Migration, Data consolidation/integration

Soft Skills

●Excellent servant leadership qualities

●Outstanding oral and written presentation and communication skills

●Conflict resolution

●Agile / Scrum Methodologies

●Highly organized with the ability to multitask.

●Coaching Agile practices

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