ADETUNJI ADENODI
Atlanta,United States
Summary
Detail-oriented IT support specialist with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
9
9
years of professional experience
Work History
Project Manager / Scrum Master
Georgia Power
Atlanta, GA
02.2022 - Current
- Facilitated and lead Agile ceremonies (Daily scrum, sprint and release planning, Sprint Demo, Retrospective meetings, grooming sessions) and fostered continuous improvement.
- Managed projects on 2 scrum teams that ran 2-week sprints.
- Guided scrum team on agile best practices.
- Ensured development teams are practicing core Agile principles of collaboration, prioritization, team accountability for self-improvement.
- Assisted team members in removing impediments to workflow or connect them with right people to solve problem.
- Managed User Acceptance Testing to ensure partners have solutions they need before deployment.
Level 1 Technical Support Representative
Morgan Stanley
Alpharetta, GA
11.2021 - Current
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Translated complex technical issues into digestible language for non-technical users
- Assisted with updating technical support best practices for use by team
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
Scrum Master
Amazon
Atlanta , GA
02.2019 - 08.2020
- Provided extensive guidance on Agile scrum processes and methodologies to highly effective teams with goals of improving quality and productivity.
- Drove Scrum team progress to overcome obstacles and realize success throughout life of each sprint.
- Anticipated impediments to team delivery involving cultural barriers and logistical challenges.
- Managed and motivated project teams to promote collaboration and keep members on-task and productive.
- Identified innovative and automated approaches to routine tasks, making suggestions that were widely received.
- Managed implementation of medical administration software.
Customer Service Representative
IRS
Chicago, IL
01.2018 - 02.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Scrum Master
AT&T
Atlanta , GA
03.2016 - 01.2019
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews and sprint retrospectives.
- Led sprint reviews, daily scrums and planning meetings to realize full team engagement.
- Managed product backlog and supported Scrum framework for monthly sprint releases.
- Collaborated with product owners, team members, technologists and other scrum masters to define solutions and drive progress.
- Applied agile methodology to shorten cycle time and achieve target margins.
- Worked effectively with multiple Scrum teams both internally and off-shore.
Automotive Technician
BMW
Atlanta , GA
09.2014 - 01.2016
- Completed full vehicle inspections to check for leaks, damage or other issues of concern.
- Replaced damaged, missing or defective parts with new and refurbished components.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing and filter replacement.
- Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees and online knowledge bases.
- Maintained accurate records of time and materials required to perform repairs and service.
Education
Associate of Science - Automotive Engineering
Georgia Piedmont Technical College
Clarkston, GA05.2019
Skills
- Windows 10
- Technical Issues Analysis
- Customer Satisfaction
- Citrix App
- Avaya
- Salesforce
- Meeting Participation
- Backlog Management
- Customer Requirements Analysis
- Team Engagement
- Sprint Planning
- Waterfall Methodology
- Deliverable Tracking
Timeline
Project Manager / Scrum Master
Georgia Power
02.2022 - Current
Level 1 Technical Support Representative
Morgan Stanley
11.2021 - Current
Scrum Master
Amazon
02.2019 - 08.2020
Customer Service Representative
IRS
01.2018 - 02.2019
Scrum Master
AT&T
03.2016 - 01.2019
Automotive Technician
BMW
09.2014 - 01.2016
Associate of Science - Automotive Engineering
Georgia Piedmont Technical College