Scrum Master Customer Service

OLLOH KAMBOU

********@*****.*** 240-***-**** Ellicott City, MD 21041

Summary

Accomplished leader serving multiple Agile teams in driving change. Agile methodology Enabler with extensive experience supporting and mentoring Agile teams working software in Financial, Healthcare & IT industries. Servant Leader, Capable of delivering large-scale software development projects on time and on budget by effectively mastering the project management tool in use (Jira, Rally, VersionOne, Azure DeVops, etc.), facilitate story mapping sessions, and reinforce collaboration of the ART. Large experience working with collocated teams. Expert at driving the adoption and enforcement of Agile frameworks as well as its best practices; closely monitor through metrics and reports, KPIs in use to stay Lean though Software development life cycle and thus promote relentless improvement. Great at developing strategies to manage dependencies at large- scale and stay aligned in program execution. With exceptional leadership style, promote an environment of fluid communication, smooth collaboration and bring the scrum teams to become self-organized and self-managed while delivering high value increments. Skills

Technical Skills:

• Backlog prioritization techniques

• Advanced Microsoft Office

• Story mapping session facilitator

• SDLC

• Scrum/Kanban Technique

• Release Methodology

Industry Knowledge:

• Earned Value Management

• Agile Project Management

• Software Design & Development Technique

Tools and Software:

• SharePoint

• Agile PLM

• SAP Integration Suite

• CRM Implementation

• Jira/Confluence

Experience

Scrum Master Cigna Health System - Bloomfield, CT 11/2019 - Current

● Support 2 collocated Agile teams on achieving prioritized objectives of building a new web portal to improve the participants experience in timelines and by delivering quality working software iteratively.

● Coach and train team in Scrum and SAFe methodologies and be a role model and change agent for the team in embracing the Agile mindset and best practices.

● Support Product Owner & Product Managers in their effort to manage, groom and refine, and prioritize the backlog while facilitating a positive team dynamic and alignment regarding scope and priorities for the team.

● Facilitate Scrum ceremonies, user acceptance testing (UAT)and test strategies with engineers and testers.

● Use Jira and Confluence as project management tools to track project and performance. Also, Use Tableau for sprint, monthly report, and quarterly Newsletter.

● Create & maintain an environment of positive vibe, transparency, respect, openness, collaboration, and cross-functionality.

● Teach Scrum Framework, ceremonies, user stories writing, sizing, DoR & DoD

● Lead the scrum team through the stages of Agile transformation and through the process of understanding the Agile principles and implementing it for successful increments

● Maintain an environment of transparency and trust through effective communication

● Lead agile teams through the process of becoming self-organized, empowered, and encouraged continuous improvement

● Participated in the maturity assessment of 3 software development projects and introduced recommendations that were approved by a 4-member (out of 5) senior management team.

● Collaborate with 3 Scrum teams, 2 business teams, 7 IT leaders, and 27 developers to successfully guide our 5 ongoing projects to completion.

● Maintained tight communication with offshore development teams through voice calls, timely email and/chat correspondence.

● Take complete ownership of urgent and immediate bugs and ensured timely resolution by coordinating US and offshore resources and following up until the issues are resolved Scrum Master Merrill Lynch - Charlotte, NC 02/2017 - 11/2019

● Worked in collaboration with 10+ delivery teams in release system management, business partners, and other parts of the organization in delivering a new software capable of synchronizing different recording systems to promote client self-services solutions in timelines.

● Ensured 100% effective software delivery based upon defined Agile values & principles

● Facilitated Scrum ceremonies and other meetings

● Mentored and coached Agile teams into reinforcing Scrum methodologies to deliver successful increments

● Supervised the monitoring of Scrum processes and Scrum meetings for 10+ teams

● Increased team efficiency and predictability by 35% in 2019

● Partnered with 20+ Agile coaches and other Scrum masters to lead continuous improvement opportunities with Agile transformation

● Spearheaded the growth and development of new and existing Scrum masters and program managers

● Organized dependencies between 7 teams and release trains

● Helped identify 30+ organizational impediments to improve successful Agile transformation Splunk Analyst Howard County Public School System (HCPSS) - Columbia, MD 03/2012 - 02/2017

● Be responsible for advanced security event detection and threat analysis for complex and/or escalated security events.

● Provide log/network/malware/device analysis and making recommendations for remediation of security vulnerability conditions.

● Validate log sources and indexed data, search through indexed data to optimize search criteria.

● Add Customer Context, eliminate noise and false positives, and develop trends and data models.

● Distill Customer intelligence feeds; use cases, trends and data models.

● Create custom alert schema, reports and custom dashboards. Previous role Experience

Assistant Delivery Manager Coca-Cola, Hagerstown, MD 03/2009- 02/2012

● Closed a $1M budget variance in Q4, 2017, without an overrun of stock or labor costs.

● Controlled all purchasing activity for office supplies, saving the company $200K per quarter in purchasing costs by bargaining better pricing with 50 existing suppliers.

● Introduced 8 new customer service techniques that increased new business and referrals by 60%.

● Contributed to the successful delivery date for a $10M project by managing over 70 change requests promptly.

● Add Customer Context, eliminate noise and false positives, and develop trends and data models.

● Distill Customer intelligence feeds; use cases, trends and data models.

● Create custom alert schema, reports, and custom dashboards. Education and Training

University of Abidjan Ivory Coast 06/2010

Bachelor of Science: Business Communications

Certifications/Training

SAFe Scrum Master Certified Scrum Master

Splunk

Contact this candidate