Kim Doan
Arlington,VA
Summary
Experienced Information Technology (IT) Professional team lead with 10+ years of experience in application development, production maintenance/operations support and client engagement.
Overview
14
14
years of professional experience
Work History
Scrum Master
Accenture Federal - Farhawk Dream
04.2023 - Current
- Facilitated Scrum Safe framework – PI planning, capacity planning, daily scrums, backlog grooming, sprint reviews/ retrospectives and sprint planning for engineering, DBA and security teams.
- Collaborated with product owners, team members, external teams, and other scrum masters to refine features, define solutions, scope of work and ensure alignment with the client's program goals.
- Worked across teams to find solutions for issues encountered by team members.
- Monitored and tracked issues, feature dependencies and work progress to support timely completion.
Operations Lead
Accenture Federal - Farhawk TIM
01.2014 - 03.2023
- Provided operations and maintenance production support for DHS Case management and vetting credentialing systems.
- Managed and resolved daily incidents to ensure timely resolution of incidents and system availability to end users.
- Collaborated with business owners, adjudicators, application developers and cross-functional teams to capture business requirements and processes to recommend best solutions for defects and change requests.
- Conducted peer reviews of code and solutions for resolution of incidents, defects and enhancement requests.
- Assisted end users with questions and issues to maximize adoption and utilization of applications.
- Provided statuses and reports to track enrollments and support decision making for DHS programs.
- Developed processes, email notifications and operations procedures to effectively monitor production systems and operations.
- Build and maintain strong professional relationships with key stakeholders, end users and team members to ensure positive and productive work environment.
CRM Developer
Accenture Federal - IRS
07.2010 - 12.2013
- Identified and resolved production issues quickly with effective troubleshooting techniques, minimizing downtime for users.
- Created SOP and technical documentation for customizations and configurations of application for maintenance and future enhancements.
- Enhanced user experience through customization of application features to meet business requirements.
- Set up and maintained user access for multiple applications.
Education
Bachelor of Science - Business Administration
University of South Carolina - Columbia
Columbia, SCSkills
- Agile
- SDLC
- SQL, Oracle database
- Remedy, JIRA, ELM
- Microsoft Office
- Completed training in Salesforce
Timeline
Scrum Master
Accenture Federal - Farhawk Dream
04.2023 - Current
Operations Lead
Accenture Federal - Farhawk TIM
01.2014 - 03.2023
CRM Developer
Accenture Federal - IRS
07.2010 - 12.2013
Bachelor of Science - Business Administration
University of South Carolina - Columbia
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