Scrum Master Customer Service

Omowunmi Oseni

Email – ***********@*****.*** Tel - 443 – 537 – 9131

BSc CompTIA SAFe Scrum Master

Over 9 years of experience in Agile, IT Helpdesk Support, Administrative Management, and Project Management, providing outstanding technical and managerial support to several levels of management. A certified Scrum Master with expertise in managing large projects with SLAs and KPIs. Successfully built cross-functional teams that supported end-users' application experience, managed breaks/fixes, and troubleshooting. Increased annual revenue by 15% by creating effective strategies for expanding existing products and services through several vendors and markets while maintaining a cost within acceptable thresholds. Achieved 100% support of Data center operations and mainframe systems. Proficient with Workload Automation and scheduling software for three consecutive years, leading to several awards by management.

EDUCATION:

Strayer University, BSc.

Information System (December 2020) - MD

Major, Cyber Security

CERTIFICATION:

CompTIA Security Plus

SAFe Scrum Master

Scrum Master/System Analyst Lola Div. Konsults - MD Jan 2020 - Current

● Serve as a Scrum Master to facilitate agile development and ensure that the Scrum framework is followed and promoting continuous improvement.

● Worked with management to establish and enforce policies and procedures to maintain and secure the client's network, server, and communications infrastructure, while adhering to agile principles.

● Supported Product Owners with User Stories and Acceptance criteria documentation in the first month.

● Monitored the backlogs to confirm it perfectly reflected the current state of sprints.

● Tracked the performance of projects against project plans and gave weekly

● status updates to a 20-member executive team.

● Plan and implement desktop upgrades, maintenance fixes, and vendor-supplied patches.

● Manage mainframe systems, coordinate desktop and desktop application migrations, and resolve critical issues with SLAs and KPIs

● Manage enterprise directory services, file shares, and permissions, and related server infrastructure.

● Support Data Center Operations and Mainframe Support experience

● Create ServiceNow reports and dashboards, provide service management and delivery process, and implement innovative ServiceNow solutions.

● Manage Workload Automation and scheduling software and have familiarity with ticketing software for operations and incident management.

● Coached the development team and other stakeholders in agile principles, values, practices, and rules.

● Acted as a servant leader for the team and removed impediments to progress.

● Conducted workshops and training sessions on agile methodologies and frameworks.

● Maintained a thorough understanding of industry trends and best practices in both agile project management and IT management.

● Support Microsoft Office suite applications, define, design, perform, and test server backups and disaster recovery procedures and plans.

● Monitor and test system performance, provide system performance statistics and/or reports, and coordinate and implement with SCCM modifications to server environment to improve efficiency, reliability, and performance.

● Work with management to establish and enforce policies and procedures to maintain and secure the client's network, server, and communications infrastructure. System Analyst Abtech - CMS & Leidos - MD Oct 2016 - Dec 2019

● Managed multiple security, mainframe systems, and applications development projects, providing direction to the project team and working with end-users.

● Oversaw implementation of cyber security solutions, including creating deployment policies, requirements, and testing documents, as well as providing training.

● Provided end-user support for laptop and desktop users, including setting up and configuring applications, performing quality assurance tests, and managing access privileges. IT Technical Support Team Lead BCCPS - MD Feb 2015 - Sep 2016

● Managed BCPSS applications and Active Directory objects, policies, and user groups.

● Resolved issues with Windows and Microsoft Office, including Office 365.

● Installed and repaired computer peripherals and set up company electronic equipment.

● Provided computer-related assistance to school personnel and created/executed basic SQL statements.

IT Helpdesk Support Click Notices - MD Oct 2014 - Dec 2015

● Managed call center systems and documentation using various web browsers, FTP, and antivirus software.

● Resolved network connectivity, Active Directory, and password-related issues, providing Tier 2 support for Windows OS and Microsoft applications.

● Completed projects using Remedy Software Ticket Application System to log and track support tickets.

● Resolved technical problems related to hardware, software, network printers, and LAN.

● Provided technical support for end-user software applications and assisted with password resets. IT and Customer Service Manager WALMART - MD Nov 2011 - May 2013

● Managed applications, databases, operating systems, CRM systems, and network configuration for efficient customer order processing and report generation.

● Participated in employee training programs to improve technical, interpersonal, and project management skills.

● Adhered to compliance rules and professional standards related to federal nondiscrimination policies and Maryland State Laws.

● Ensured outstanding customer service delivery by the customer service department and maintained documentation for future reference and improvement.

● Directed or routed customer calls to the appropriate personnel for resolution and possess a wide range of technical and leadership skills.

TECHNICAL SKILLS:

● Microsoft office, office 365 and outlook.

● Windows 7,8 and 10.

● Active Directory Service 2003, 2008, 2008 R2

● LAN hardware Software Administration

● SCCM for Win 7 and Altiris for Win XP Machines

● Remedy & Heat Call System Application for ticketing

● System Documentation, Inventory, SOP and Policy Creation

● SQL, HTML, MS SQL Server 2008

● MS Windows 2000/NT 4 Server, Exchange, and IIS Server Administration

● MS Windows XP/2000/NT/9X Desktop/Workstation Operating System & MAC

● Facilitation, Risk Management, Project solution.

● Leadership Skills Excellent communication

● Agile SDLC CICD TDD

● Project Management and Agile framework: Scrum, Kanban, Lean, XP.

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