Agile Scrum Master & IT DevOps Engineer
Resume:
JABRAN ASGHAR
Active High-Risk Public Trust Clearance (T4) U.S. Citizen
**** ******** ** ** ********, VA 20176
************.***@*****.***
Results-driven Information Technology engineer with 10+ years of experience delivering technical support, leading cross-functional teams, training and mentoring new hires, and developing standardized operating procedures (SOPs) in fast-paced, high-growth environments. Experienced in streamlining workflows, improving operational efficiency, and collaborating with stakeholders to ensure successful project delivery. Facilitating Agile ceremonies, removing team impediments, tracking sprint progress, and promoting collaboration between development teams and business stakeholders. Passionate about continuous improvement, team leadership, and leveraging Agile methodologies to deliver high-quality technology solutions. Certified AI Empowered SAFe 6 Scrum Master actively seeking opportunities in Information Technology, Agile project management, and IT operations where I can drive innovation, mentor teams, and contribute to organizational success. Google AI Professional Certificate & Google Cloud AI Infrastructure Specialization Certificate with proficient knowledge of generative AI, prompt engineering, responsible AI practices, AI-powered productivity tools, and practical applications of artificial intelligence to enhance business operations and workflow automation.
PROFESSIONAL SUMMARY/HIGHLIGHTS
CERTIFICATIONS
• Certified AI Empowered SAFe 6 Scrum Master
• Professional Scrum Master I
• Professional Scrum Product Owner I
• SAFE Foundational
• Google AI Professional Certificate
• Google Cloud AI Infrastructure Specialization Certificate WORK EXPERIENCE
CACI International (Government Contractor Customs and Border Patrol) February 2022 - Current Development Operations Support (Agile Factory Solutions) Sterling, VA
● Ability to quickly adapt to emerging AI
technologies and leverage them to deliver
meaningful business results.
● Motivated, hardworking, and detail-oriented
● Excellent communication, interviewing, and
people skills
● Ability to lead and develop others
● Ability to motivate and assist others
● Ability to troubleshoot and resolve network
issues
● Ability to provide exceptional customer service
● Ability to analyze business operations, trends
costs, revenues and financial commitments
● Highly knowledgeable with computer systems
design and security operations
● Ability to provide technical support to clients
● Ability to apply fundamentals of the Scrum
frameworks, and Agile solutions.
2
• Working off the Kanban board on daily scrum to delegate and complete tasks, to ensure that Sprints are being executed as planned.
• Worked closely with Product Owner and Development Team to prioritize and deliver high-value features and user stories within sprint timeboxes.
• Collaborate with cross-functional teams including developers, QA testers, and project managers to troubleshoot and resolve complex technical issues.
• Create and implement changes to the database, to ensure that the applications and network are up to security and performance standards.
• Working as part of an agile team on monthly sprints, to create new products, or build on previous iterations.
• Facilitate Scrum events at times, including daily stand-up meetings, sprint planning, sprint reviews, and retrospectives, ensuring adherence to Scrum framework and agile principles.
• Continuously improve support processes and procedures, identifying areas for automation and streamlining to increase efficiency and reduce manual effort.
• Maintain and update documentation related to system configurations, troubleshooting procedures, and knowledge base articles.
• Provide technical support and issue resolution for the production environment, ensuring the smooth operation of critical systems and applications
• Respond to ServiceNow incidents in real-time, to ensure that service-level agreements (SLA’s) are being met, and major incidents are resolved within a certain amount of time. Discovery, Inc. /Eurosport November 2020 - February 2022 Digital Senior Support Analyst (Agile and Waterfall Methodology Hybrid) Sterling, VA
• 24/7 support of over 10 of Discovery Inc’s., digital platforms (Discovery+, Animal Planet, TLC, Food Network Kitchen, Eurosport, etc.,) throughout the world, to make sure that all of Discovery Inc’s., digital assets are working as expected.
• Perform special project related work for the Tokyo 2021 Summer Olympics, to ensure reliability and mitigate revenue losses during live broadcasts, in-case of service interruptions for the Discovery Inc., owned Eurosport brand.
• Respond to ServiceNow incidents in real-time, to ensure that service-level agreements (SLA’s) are being met, and major incidents are resolved with-in a certain amount of time.
• Respond to PagerDuty alerts from Tier 1 teams in real-time, to ensure that business critical platforms have the least impact on customers and revenues.
• On-boarding new platforms such as Discovery+ US, Discovery Plus EMEA (Europe, the Middle East and Africa).
• Work directly with Tier 3 teams and vendors such as AWS, AT&T, and Verizon to resolve major incidents that occur on the digital production network.
• Create and Maintain SOP’s using Atlassian products such as Confluence.
• Work directly with Tier 3 engineers in creating JIRA tickets, to help ensure that all on-going digital related issues are resolved as quickly as possible.
• Provide oversight to the duty operations manager to ensure that all SOP’s and support processes for all Discovery Inc’s., platforms are up to date.
• Maintain on-going communication with the senior leadership team, including but not limited to VP’s, and chief officers, regarding any major incidents, to ensure that any business-critical platforms are working as expected.
• Assist with on-boarding new digital engineers in an aggressively expanding team. 3
• Training and developing new digital engineers in SOP’s, proper documentation, and support for each platform.
Discovery, Inc. /Eurosport December 2021 - February 2022 Senior Special Projects Liaison Winter Olympic Games 2022 Sterling, VA
• Coach and mentor digital support analysts on major events SOP’s to ensure credibility of the business is protected during live events that are direct revenue affecting.
• Lead outage calls on major broadcast critical events that directly impact revenue to mitigate issues in a timely manner.
• 24/7 support of major live Winter Olympics events on Discovery’s DPlus EMEA (Europe, the Middle East and Africa) platform.
• Escalating major incidents to senior management teams and engineering teams within Discovery to resolve any major incidents in a timely manner, to avoid a negative customer experience.
• Provide oversight to the duty operations manager, and the senior live events director to ensure that any disruption to major live events is ticketed and addressed.
• Respond to PagerDuty alerts from Tier-1 teams in real-time, to ensure that critical live events have the least impact on customers and revenues.
• Creating SOP’s through confluence to support the entire Winter Olympic Games 2022. Discovery, Inc. /Eurosport June 2021-August 2021
Special Projects Liaison Olympic Games 2020 (2021) Sterling, VA
• 24/7 support of 100’s of live Olympics events on Discovery’s DPlus EMEA (Europe, the Middle East and Africa) platform.
• Direct escalations to senior management teams and engineering teams within Discovery, to mitigate any air- affecting issues quickly.
• Creating SOP’s through confluence to support the entire Olympic Games 2020.
• Creating JIRA tickets to assist engineers in patching DPlus Europe, Middle East, and Africa applications, to ensure the stability of each of Discovery’s live asset.
• Respond to PagerDuty alerts from Tier-1 teams in real-time, to ensure that critical live events have the least impact on customers and revenues.
• Assist and train newly on-boarded analysts to keep them up to date on all Olympic Games SOP’s. Discovery, Inc. September 2019 - November 2020
Platform Engineer Sterling, VA
• Implement, or assist with implementation of, changes to production & network infrastructure or server equipment.
• Create AWS assets in Discovery Inc’s., production and Q/A network.
• Perform maintenance and system updates on Production and Q/A network, to ensure site reliability.
• Monitor Discovery’s production network in real-time.
• Analyze security threats and report directly to InfoSec teams.
• Perform escalation resolution of systems accounts for Active Directory, 0365, and numerous globally deployed business applications.
• Provide oversight to the Release Management process in monitoring and updating the status of network and server devices.
4
• Identify, adjust, and help establish new monitors and metrics needs.
• Maintain on-going communication with customers, keeping them up to date with the progress of their tickets.
• Serve as a liaison between other support teams and the customer as required by working collaboratively across all leadership levels
• Provide support to the Duty Operations Manager in the management of outages as needed, providing communications to small and large-scale user groups. Discovery, Inc. May 2016- September 2019
IT Systems Analyst Silver Spring, MD
• Collaborate and perform functions (as the onsite IT rep) with other Global IT teams to resolve issues and participate in projects.
• Provide updates in remedy to assist in management of hardware inventory to ensure asset control, proper deployment and maintenance.
• Manage and administer over 300 business applications in Citrix including production and ad sales applications.
• Execute extensive tasks in Active Directory
• Build & deploy hardware to end user community as part of the provisioning process.
• Provide technical support for IT hardware and software.
• Assist in software rollouts and project / technology delivery.
• Properly document resolved incidents into the ticketing system (ServiceNow).
• Update workstations / laptops’ operating system images as needed.
• Recommend hardware and software solutions, including new acquisitions and upgrades.
• Training and developing newly on-boarded service desk employees. Discovery, Inc. /Eurosport January 2018- February 2018 Digital Services Operations Analyst/Winter Olympic Games 2018 Silver Spring, MD
• Securely monitor and manage live broadcast applications.
• Collaborate with digital services teams, and other frameworks to support development and delivery.
• Work with external service providers to operate and implement the day-to-day maintenance and monitoring for all digital operations’ center services.
• Recommend hardware and software solutions, including new acquisitions and upgrades.
• Collate and deliver information to monitor and maintain digital operations center service desk reports and processes.
EDUCATION
George Mason University Fairfax, VA
• Bachelor’s of Science, Information Systems and Operations Management Fairfax, VA
• GPA: 3.72
• Related coursework: Introduction to Computer Applications and Concepts, Collaborative Business
• Group Projects, Professional Business Development, Introduction to Excel and Business Statistics
• Introduction to Business Law, and Legal case studies of corporate court cases 5
Northern Virginia Community College Annandale, VA
• Associates
• GPA: 3.85/4.0, Presidential Scholar Recipient
• Related coursework: Introduction to Business, Introduction to Accounting, Introduction to Information Systems
• Project work in Communications and Business development. CERTIFICATIONS/SKILLS/QUALIFICATIONS
Professional Scrum Master I (PSM I). Professional Scrum Product Owner I. ServiceNow Ticketing System, Citrix Session Management, Splunk, Active Directory, Professionalism Process Management, AWS S3 Bucket, ITIL Processes, Windows TS 2008/2012, Customer Service, Operating Systems, Microsoft Office Suite including Word, Excel, PowerPoint, Access, Project, Atlassian Products, PagerDuty, currently studying for SCRUM certification. LinkedIn Learning Strategies to Improve Self-Awareness Course Completion. Completed over 20 hours of agile training, including instructor-led training. PROFESSIONAL REFERENCES
KHALID AHMAD
Discovery Inc., Senior Supervisor for Discovery Inc., Platforms Woodbridge, VA
************@******.***
DANIEL S LEE
Discovery Inc., Senior Digital Analyst
Bethesda, MD
******.*.***.***@*****.***
HAROLD JAHNSEN
Department of State, Multilateral Affairs Specialist Sterling, VA
*********@*****.***
FARHAN QASMI
Skybitz, Systems Administrator
Fairfax, VA
********@*****.***
Contact this candidate