Project Manager Management

Lana Hadzihasanovic

ARLINGTON, VA ***** ( 480-***-**** ( ******************@*****.***

Director Information Technology

< Extensive global experience in assessment, planning, design and delivery

of a wide range of technology systems and services

< Developed innovative solutions to complex technical issues with a proven

ability to lead IT organizations and deliver large projects

< Designed and built solutions to reduce costs, enhance performance and

meet evolving business needs.

< Partnered with clients, business, leadership and teams to define needs

and issues, evaluate risks, and strategize the execution of innovative

solutions with strong TCO and ROI

Areas of Expertise

GLOBAL ENTERPRISE ITIL & PMI BEST PRACTICES Emerging Technologies

PROGRAM & PORTFOLIO Cross-Functional Global SDLC expert

MGMT Team

Strategic Planning and Development & Leadership Infrastructure

Development Optimization

Process Improvement Transformation management Quality Assurance

Feasibility, Risk & Cost Outsourcing & Vendor Enterprise Application

Analysis Management Integration

IT Strategy and P&L Responsibility IT Governance processes

Architecture

Professional Experience

AMERICAN EXPRESS - TECHNOLOGY STRATEGY AND OPERATIONS, PHOENIX, AZ

2009 - present

Director, Service Delivery Management

o Develop organizational commitment to ongoing quality and environmental

improvement, ensuring that systems performance and service level

requirements are met through the development, integration and delivery

of service management strategies

o Accountable for the delivery of ITIL (Information Technology

Infrastructure Library) framework while establishing Service

Management

o Develop and implement Strategy and Road Map for Service desk and

Knowledge management

o Develop and implement continuous improvement programs

o Manage IT resource requirements to ensure appropriate balance between

tactical and strategic demands

o Manage relationships between suppliers to ensure service levels are

monitored and followed, as indicated in terms of agreement

o Develop and implement policies and procedures for the production and

service support functions

2008 - 2009

Director, Infrastructure Program Management

o Orchestrated and executed the establishment, maintenance and

optimization of a Project Portfolio for Network Infrastructure, Common

Solution Delivery and Strategy and Innovation organizations aligned

with business strategies, IS technology and standards and optimized

for financial and human capital

o Established and maintained a coherent and consistent process for

Project Portfolio review while influencing and gaining agreement from

senior leadership on a number of decisions

o Managed and directed large strategic programs with focus on both

investment optimization and project management resourcing while

shortening average delivery time

o In addition to portfolio management, responsible for coaching and

providing guidance to project managers within TS&O, promoting best

practices in project management.

o Acted as the subject matter expert on the SDLC to the deployment

projects

DHL - DHL Global IT, Phoenix, AZ

2005 - 2008

Global IT Program Manager, Global Production Technology Services

o Managed global project portfolio for Network security, Telecoms and

Hosting that lowered IT costs by 25%, streamlined processes and

reduced overhead.

o Managed application development, prototyping and modeling, while

identifying opportunities to optimize performance

o Developed operational objectives and work plans

o Established and assured adherence to budgets and schedules

o Built financial models and business cases aimed at demonstrating

associated project value propositions

o Established the process for improving and measuring customer

satisfaction in terms of time, cost and performance - 25% increase

o Led the design and implementation of the global processes and

workflows

o Built strategy to align service portfolio with true business needs in

the adaptive enterprise, offer flexibility to allow faster time-to-

market and allow margin generation enabling profitability

o Architected and directed Optimize the Factory program that lead to

global data centers optimization and consolidation while focusing on

labor arbitrage for lower support and maintenance cost, migration to

commodity platforms for lower asset price, automation, consolidation

and load balancing across ITSCs for improved asset utilization -

achieved a overall reduction in maintenance budget of $6M

o Lead project efforts in three global data centers alongside with

process improvements efforts based on ITIL standards

o Managed a line group of over 35 staff on a global basis including

hiring, coaching/personnel development, resource planning and

redundancies

o Directed implementation of training infrastructure which resulted in a

better educated user organization, reduced support requirements and

improved efficiency

United Health Group - Phoenix, AZ

2003 -2005

IS Manager

o Directed and architected strategy with business sponsor to define

scope of compliance improvement programs

o Lead program management for developing new HIPAA compliant

claims/encounters processing system

o Implemented formal governance processes and methodologies resulting in

very stable business applications and business owner expectations that

were managed and met

o Managed tam of five business and system analysts and two project

managers

o Directed quality assurance reviews of technical architectures,

including system design, network architecture, system sizing, capacity

planning, risk mitigation and troubleshooting

o Developed and implemented project reporting process to identify issues

or and make recommendations to executive management regarding

solutions or alternatives.

o Delivered an outsourcing program to create a captive off-shore IT

operations center leading to $15M in operating expenses savings over 3

years

AT&T Wireless Phoenix, AZ

2000-2003

Business Solutions IT Product Manager, Redmond WA/Phoenix, AZ

o Developed and managed a multiyear business application strategy and

implementation plan

o Managed multiple product portfolios (23 in house developed reporting

applications ~ $25M) resulting in effective management reporting

capabilities for executive, sales, marketing and financial management

o Lead Business Solutions IT program office with 7-8 project managers

o Developed solutions for business work requests while managing product

portfolio financials (~$35 millions).

o Managed stakeholders expectations ensuring the products are delivered

per their expectations

o Assessed technical and personal performance, measured client

satisfaction and gauge effectiveness of individual resources

o Lead Change Control Board for the PM practices within IT

o Established improved project management processes and procedures

across business and IT organizations

o Participated in project planning activities as the SDLC and program

management subject matter expert

City of Seattle, Seattle, WA

1999 - 2000

Senior Systems Analyst/Project Manager

o Designed and built Enterprise Collections System

o Managed Y2K Testing project for Enterprise Financial Systems

o Acted as Technical Project Manager for Bank Change technical

implementation, switching banking services for City from Bank of

America to Wells Fargo

o Designed and implemented the technical architecture for "eSeattle"

project

o Orchestrated and executed Technical Library project (developing

documentation for existing and new applications and conducting

knowledge base transfer)

SAFECO Credit Company, Inc. Seattle, WA

1997 - 1999

Business Analyst

o Developed analysis for large-scale projects (Automated Payment

Processing, PTMS Module, Property Tax Automation, EFT, etc.)

o Established improvement processes for Automation Change Management

o Lead analyst for financial applications development upgrades

o Acted as Software testing System Manager for conversion projects

migrating users from NetWare LAN to NT Operating System, installing

Remote access, etc.

o Developed training material for end users Resource Administrator for

NT Server

o Acted as Project lead for several E Commerce solutions

Other Responsibilities:

o International Telcom Seattle, WA 1996 - 1997 Financial Systems Analyst

o Andersen Consulting Ltd (Accenture) Seattle, WA 1996 - 1996

Program/Practice Manager Asst. (contract)

o Washington Refugee Resettlement Seattle, WA 1995 - 1996 Case Manager

o Library of Academy of Art and Science of Bosnia and Herzegovina

Sarajevo, 1994 - 1995 Records Manager and Librarian Asst.

Education & Certifications

UNIVERSITY OF SARAJEVO - SARAJEVO, BOSNIA AND HERZEGOVINA

Faculty of Liberal Arts and Faculty of Library and Information Systems -

1994

B A of Comparative Literature and B A of Librarian and Information Science

- Curriculum included teaching methods for literature, librarian science,

information science (records and information's, project management),

general art history, history of literature, drama and poetry

Professional Development

< ITIL V3 FOUNDATION CERTIFIED

< PMI membership

< Access 7.0 Developer (financial applications specialist)

< Visual Basic 6.0, Power Builder 7.0

< ERP systems: Maximo/IBM, Planview OpenSuite for SAP, Planview for Oracle

ERP

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