RANDY OTENG
Glendale,AZ
Summary
Certified Scrum Master (CSM) with proven experience leading cross-functional teams, facilitating collaboration, resolving workflow impediments, and driving continuous improvement in fast-paced operational environments. Skilled in team coordination, stakeholder communication, servant leadership, and process optimization with a strong foundation in Agile and Scrum principles. Experienced managing competing priorities, mentoring team members, facilitating workflow efficiency, and supporting high-performing teams in dynamic healthcare settings. Passionate about transitioning leadership and operational expertise into Agile delivery environments.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Lead EKG Technician | Scrum Master (Agile Transition)
Carl T. Hayden VA Hospital
Phoenix, AZ
01.2022 - Current
- Lead daily team coordination and workflow management within a high-pressure healthcare environment supporting operational efficiency and timely patient care delivery
- Facilitate communication across 3 multidisciplinary teams to improve collaboration, reduce workflow disruptions, and maintain alignment on priorities
- Mentor and coach junior team members through onboarding, training, and performance support to strengthen team effectiveness and accountability
- Identify and resolve operational impediments impacting workflow efficiency and service delivery
- Support continuous improvement initiatives focused on process optimization, quality assurance, and compliance standards
- Manage multiple competing priorities while maintaining strong attention to detail and productivity under pressure
Life Insurance Broker | Agile Sales Operations
Advantage One Brokers
Peoria, AZ
10.2019 - 07.2022
- Managed client relationships and coordinate multiple workflows simultaneously while maintaining high service standards and timely communication
- Collaborated with internal teams and stakeholders to resolve policy issues and improve operational outcomes
- Utilized CRM and digital workflow tools to track progress, manage priorities, and improve client engagement processes which increased business by 10%.
- Demonstrated strong communication, problem-solving, and organizational skills in a fast-paced client-facing environments
EKG Technician Lead
Banner Thunderbird Medical Center
Glendale, AZ
10.2018 - 11.2020
- Supervised daily operations and supported team collaboration in a fast-paced healthcare setting
- Facilitated cross-department communication to improve workflow coordination and operational efficiency
- Trained and mentored new team members while promoting accountability, adaptability, and teamwork
- Assisted with process improvement initiatives and documentation practices to support quality-focused outcomes
- Identified workflow inefficiencies and contributed to operational solutions that improved team productivity
EKG Monitor Technician
Banner Boswell Medical Center
Sun City, AZ
05.2016 - 08.2018
- Collaborated closely with healthcare teams to support effective communication, rapid decision-making, and coordinated service delivery
- Demonstrated analytical thinking and situational awareness while managing multiple responsibilities in high-pressure environments
- Supported operational continuity through proactive problem-solving and attention to workflow priorities
EKG Cardiovascular Technician
Banner Thunderbird Medical Center
Glendale, AZ
05.2012 - 10.2016
- Supported interdisciplinary teams through effective communication, collaboration, and operational coordination
- Assisted with onboarding and mentoring new staff on departmental workflows and best practices
- Participated in continuous improvement initiatives focused on workflow efficiency and service quality
Education
Bachelor of Arts - Liberal Arts And Sciences
Arizona State University
AZ12.2015
Associate of Science - Biology
Glendale Community College
AZ01.2012
Associate - Accounting
Glendale Community College
AZ01.2010
Skills
Agile Methodologies
Scrum Framework
Sprint Planning
Daily Stand-ups
Retrospectives
Backlog Coordination
Cross-Functional Collaboration
Stakeholder Communication
Team Facilitation
Servant Leadership
Risk & Issue Resolution
Conflict Resolution
Workflow Optimization
Process Improvement
Jira
Microsoft Teams
Documentation & Reporting
Team Coaching & Mentorship
Continuous Improvement
Analytical Problem Solving
HIPAA compliance
Accomplishments
- Daisy Award
- Best Captain's Award (Football)
- Deans list
Certification
- Certified Scrum Master (CSM)
- Certified ECG Technician
- BLS Certification
Timeline
Lead EKG Technician | Scrum Master (Agile Transition)
Carl T. Hayden VA Hospital
01.2022 - Current
Life Insurance Broker | Agile Sales Operations
Advantage One Brokers
10.2019 - 07.2022
EKG Technician Lead
Banner Thunderbird Medical Center
10.2018 - 11.2020
EKG Monitor Technician
Banner Boswell Medical Center
05.2016 - 08.2018
EKG Cardiovascular Technician
Banner Thunderbird Medical Center
05.2012 - 10.2016
Associate of Science - Biology
Glendale Community College
Bachelor of Arts - Liberal Arts And Sciences
Arizona State University
Associate - Accounting
Glendale Community College
Daisy Award
Best employee of the month award for the department