Customer Support Scrum Master

Senior Continuous Improvement Manager

Skills

Specialize in Enterprise level Change Management, LEAN Six Sigma Process Improvement, Project Controls, Site Logistics, SAFe/Agile-Scrum rollout, API development, Program Management, Operations, and Data Analysis

Certifications

Six Sigma – Yellow Belt

Six Sigma – Green Belt

Six Sigma – LEAN/DFSS

Six Sigma – Black Belt

Certified Scrum Master (CSM)

Professional Experience

Jan 2022 – Nov 2022 Metrics LLC Remote Senior Project Manager

Forecasting annual workloads across multiple teams supporting the department of Veteran’s Affairs

Scheduling monthly team tasks

Knowledge Capture for Ad Hoc meetings related to emerging end user functional and technical requirements

Developing multi-audience training materials for emerging processes

Creating new, and update existing, process documents related to benefits intake and processing

Educate upper managers in new procedures

March 2021 – Jan 2022 4S-Silversword Remote

Program Analyst – Operations

Use Agile-Scrum and SAFE methodologies to drive development efforts

Collaborate with all levels of management/stakeholders for full contract life cycle management

Contract capture and refinement in system of record

Compliance management regarding existing processes and minimum viable products (MVPs)

oUpdate existing SOPs and process maps with improvements to report KPI/Metrics

oImprove proprietary system of record for increased productivity and process flow

Run basic SQL queries and develop moderately complex databases/tables

Work with C-level management for knowledge capture

oTrain C-level employees to generate custom reporting within system of record

oGather C-level requirements for new APIs and querying needs

February 2020 – December 2020 WTI Remote

Business Process Subject Matter Expert

As part of the USCIS Enterprise Project Management Office (ePMO) Office of Information Technology (OIT):

oUse Agile-Scrum methodology to conduct daily and monthly activities

oDocument current enterprise state as it relates to CIO level decision making and efficacy

oIdentify potential future states that meet that need and are achievable with limited resources

oDocument gaps and mitigation strategies to better implement big data strategies

Identify Compounded errors within existing gaps via statistical analysis of existing KPIs

Create process maps to document new data paths and functional relationships to APIs

oPresent findings to leadership and enable execution

Socialize findings across all layers of organization

Project Lead

oProvide management support, in the form of analysis and knowledge-based interpretation of data, for reporting on contract awards not set-aside for small business

oMentor team members and facilitate growth of their skill sets within a remote environment

January 2019 – January 2020 Makpar Leesburg, VA

Senior Requirements Manager - Requirements Process Owner

Provide analysis on subcontracting based on the market research results, in the form of analysis and knowledge-based interpretation of data and address the different socioeconomic demographics to ensure goals management.

oWork with stakeholders to identify pain points in existing requirements process

oUse Scaled Agile Framework (SAFE) to oversee development, testing, and push to production of new and establish requirements

oLead Backlog Grooming sessions and additional SDLC milestones

oAudit legacy requirements and backlog related to new/legacy APIs and systems

oDevelop and socialize “definition of done” and “definition of ready” for data warehouses, APIs, and other systems

oDocument process and data mapping artifacts in support of CMMI level 3 audit

oRun basic SQL queries and develop moderately complex databases/tables

February 2017 – October 2018 4S-Silversword Baltimore, MD

Project Manager/Coordinator

Oversee development and integration of multiple Health Registries into new framework using Agile-Scrum and SAFE development techniques.

Including the following elements:

oCustom Semantic Engine (full SDLC)

oBig data warehouse integration and development with Amazon Web Services (AWS)

oCross platform synchronization

oDrafting of intersystem service level agreements (SLAs) and data sharing agreements (DSAs)

Develop and maintain Integrated Master Schedule (IMS) and Work Breakdown Structure (WBS)

Ensure that project deliverables are on time, within budget, and at the required level of quality

Manage Client expectations and weekly/monthly/quarterly reporting requirement

oProvide administrative support for facilitating outreach, in the form of telephone and email correspondence, for the purpose of confirming the causes of contracting payment issues (i.e., late payments)

Create company wide standard operating procedures (SOPs) for daily activities, new hire documentation, etc.

Run basic SQL queries and develop moderately complex databases/tables

Requirements Analyst

Review of existing technical and functional requirements in client system of record

Draft new, and review existing, API/data exchange testing documentation to include test cases, acceptance criteria, definition of done, and new testing tool available to the government

Validate compliance of requirement fulfillment against existing coding standards

Annual update of Analysis of Alternatives (AoA) for cyber I.T. initiatives

Define data exchange workflows related to mobile API, custom eye injury database warehouse, and end user interfaces

Provide technical and programmatic recommendations for improvements verbally or in writing to COR based on independent analysis

February 2016 – January 2017 CareFirst Owings Mills, MD

Knowledge Management SME

Generate System Requirements for Knowledge Management (KM) work intake mechanism

Document and Improve service SOPs for KM [team]

oConduct objective "micro measures” to add more fidelity in assessing data alignment allowing the ability to see visual comparisons by business type and to export for inclusion in reports

(Easily exportable graphics to tell the story of the potential changes in real time)

oDocument gaps and mitigation strategies via custom Questionnaires across multiple Releases

Identify and conduct Lean Six Sigma projects targeted at improving KM KPIs

oProvide analysis on data requirements to assist with market research recommendations that focus on business types demographics

oMap existing processes related to customer support, knowledge exchanges, APIs, and data warehousing

September 2013 – February 2016 CGI Federal Lanham, MD

Project Manager - Process Improvement

Generate long term framework and principles for enterprise process improvement initiative related to the Affordable Care Act (ACA) and related big data warehousing following Agile-Scrum/SAFE development standards

oProvide administrative support for the development of training content, in the form of analysis and knowledge-based interpretation of data

Provide analysis for "what-if scenarios” that support vendor side by side comparisons or adhoc changes in response thresholds

oPotential costing impacts identified prior to implementation and demonstrate tangible cost savings

oReview and refine acceptance criteria related to user stories, requirements, and test cases

oConduct client interviews to create new requirement documents for developers and testers

Run basic SQL queries and develop moderately complex databases/tables

Data and process mapping related to data interchanges between IRS and CMS related to ACA

February 2013 – September 2013 DocPoint Solutions Fulton, MD

Senior Business Analyst/ Requirements Analyst

Provide functional input towards SOWs/RFPs (CMS, NIH, API and JHU)

Provide administrative support for tracking and maintaining all customer relationship management interactions (CO, DCIO, CIO, IPT Chairs and other decision makers within relevant organizations)

Create custom API test cases for testing team; to include acceptance criteria and definition of done

Document SharePoint requirements for diverse client portfolio

January 2012 – January 2013 Pelatron Inc. Crystal City, VA

Deputy Project Manager

Utilize Agile-Scrum methodology for daily and overall project maintenance (typical cycle lasts roughly 3 months) to oversee custom big database construction for external client interface

Use of Six Sigma methodologies to improve overall project processes:

oDMAIC – Define, Measure, Analyze, Improve, and Control phases across all projects

oProvide administrative support for the development of all program specific standard operating procedures, in the form of written sequences of activities intended to ensure quality and consistent outcomes through repeatable processes

oProvide administrative support for the preparation and dissemination of outgoing market research email notifications

Draft and execute manual test cases related to new APIs

Client management to fulfill current expectations and determine future requirements

oIdentify real time improvements by conducting User Acceptance Testing (UAT) mid sprint rather that at sprint conclusion

oAd-Hoc reporting of KPIs generated from live data vs “dummy” data enabling superior treatment and saving the eye-sight servicemen/women in real time

Creation of “as-is” and “should-be” process maps to display opportunities for improvement

January 2008 – December 2011 Government Services IPT Lanham/Largo, MD

Project Management

Overseeing Quality Control procedures for data input status, deadline compliance, and status of final deliverables following SAFE standards and practices

Custom data, requirements, and process mapping as related to Navy and NASA clients

Provide administrative support, in the form of data pulls and recordkeeping, for tracking and reporting the award of all new and ongoing contracts

Provide administrative support for monitoring and assigning incoming support requests (i.e., Weekly 5x5, Analysis of Alternatives (AoA), market research, and IPTs)

Provide administrative support for the preparation and maintenance of various activity, performance and activity logs (i.e., market research, AoAs, and IPTs)

Education

2002 – 2005 Howard Community College Columbia, MD

Associates of Arts, English

Dean’s List

2005 – 2007 University of Maryland, College Park College Park, MD

Bachelors of Arts, English

Dean’s List

With special focus on logic, semantics, and literature

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