Project Management Portfolio

Jaime Hawn

Cell: 513-***-**** *******@*****.***

IT OPERATIONS MANAGEMENT / PORTFOLIO MANAGEMENT / PROJECT MANAGEMENT / BUSINESS PROCESS MANAGEMENT

PROFESSIONAL SUMMARY

Expertise in: Strategic Partnerships – Enterprise Solutions – Process Improvement A dynamic professional leader with extensive business acumen across multiple functional areas and processes. 18+ years of progressive experience building mutually beneficial business partnerships, leading highly effective teams, and delivering innovative strategies through the execution of enterprise-level initiatives. Experienced in team environments that foster cultures of peer-to-peer coaching, collaboration, and recognition. Key contributor to organizational transformation, with proven ability to lead culture change, promote innovative solutions and best practices through the utilization of Project Management, Lean Principles and Data Analytics. Advanced change leadership skills with the ability to effectively manage communication, negotiate successful outcomes, identify risks, and engage stakeholders. Strategic problem-solver who executes with urgency across all levels of the organization. Cross-Industry experienced in managing conflict and internal politics, with strong ability to drive engagement, buy-in, and adoption. Skilled at negotiating internal and external partnerships and alliances. Ability to effectively lead teams strategically as needed, while remaining aligned with standard client delivery expectations of an Organization. Deep level of proficiency and understanding of information technology and the linkage between business processes, people, and systems. Experience working in organizations with diverse cultures, business operations and organizational needs. High degree of comfort in learning new technologies and systems. Broad knowledge of technical project & portfolio management including software development, infrastructure, networks, and ERP rollouts. Knowledgeable of both theoretical and practical aspects of program/project management. Extensive experience in building detailed, technical project plans and the creation of all project management artifacts. Experience working for large companies (500+ locations), multi-unit business (healthcare, insurance, transportation, etc.) 10+ years of experience in project/portfolio management, 8+ years of experience in a senior IT leadership role, reporting to the CIO or equivalent. Contractor and vendor relationship experience. Able to participate in project activities occurring in multiple time zones and travel as necessary.

Core competencies include:

Leadership & Training Strategic Planning & Risk Management Forward Thinking Relationship Management Process Improvement Organization & Communication Executive Level Presentations PROFESSIONAL EXPERIENCE

CBTS/First Group

Head of PMO

2022-2023

Reported to the CIO to lead project/portfolio management for PMO of a $500m+ revenue, national business.

Led team of Project Managers and Business Analysts, while providing consistent feedback to promote the growth and development of team members.

Led the First Group Transit PMO monthly IT steering committee meetings to provide updates on all projects, and advise mitigation plans for any potential issues to the C-suite team.

Established the IT governance process, while working with leaders across the business and IT team to ensure initiatives were properly scoped, prioritized and held to acceptable performance and risk standards.

Defined the project management process, standards, deliverables, and operational cadence necessary to ensure consistent project execution.Designed the framework within which projects are created, managed, and executed through project control and governance.

Responsible for planning, executing, controlling and closing projects while managing project components simultaneously

Successfully developed constructive and cooperative working relationships as well as coordinated efforts and priorities with competing demands. Effectively identified strengths and weaknesses of alternate solutions, conclusions, and approaches to business needs and/or problems.

Led the implementation of the PMO’s strategy, responsibilities, services, and deliverables. Managed complete project lifecycle with project teams.

Successfully handled diverse situations, multiple project support needs and rapid change of priorities; as a result, the PMO was restructured to ensure proper alignment with the PMO delivery model and to appropriately meet business needs. (Required 85% turnover to obtain qualified candidates – Team of 8 PMs)

Built cohesion, and motivated team to produce consistent quality work.

Monitored reporting and assisted team in reporting to Senior Management and stakeholders.

Defined and embedded project control and governance. GREAT AMERICAN INSURANCE GROUP/American Financial

IT Leadership, Project Management Consultant

2019-2022

Led the discovery and recommendation for the IT application technology systems to establish end-to-end delivery via the use of a single source of truth to provide reliable real time reporting for all IT project work, from intake to final stage of execution. Ensured the business needs (scope) were clearly understood, and the technology implemented met the needs and expectations (requirements) of the business.

Provided consultation directly to leadership and customers related to solution options and vendor product selection.

Led project team to align with Business System Analysts and Solution Architects to develop high level understanding of scope and feasibility of technical solution.

Effectively influenced vendor selection and created ideal business cases to ensure technology standards and unique business needs were fully represented and met with proposed solutions.

Collaborated with vendors to integrate the business strategy and knowledge of software capabilities (current and future) into vision and direction for ServiceNow products.

Managed project team, leading all design/development aspects of SDLC for ServiceNow Application product, including project execution, resource deployment and overall leadership and coordination efforts to ensure PPM project remained on schedule and within budget.

Responsible for communicating development and production status and issues to management and stakeholders. Led relationship with IT vendors to strategically address, manage, and overcome conflict and roadblocks throughout PPM implementation to remain on target with schedule, budget, and scope.

Pursued and adopted emerging, innovative, industry leading methods and technologies related to demand management, portfolio and project management, and resource management to streamline business processes, advance business outcomes, and eliminate unnecessary costs associated with system redundancy.

Responsible for discovery of IT system rationalization and led recommendation to CIO that resulted in implementing an enterprise solution, which included substantial savings by sunsetting three costly digital platforms. VITAS HEALTHCARE

Director, IT Solutions and Portfolio Management

2014-2018

Partnered with the CIO, CTO and IT Ops Leadership, in providing technology vision and direction for the enterprise.

Strategically advised the IT Steering Committee on project priorities, options, risks, cost versus benefits, and impact on other business processes and system priorities.

Developed and managed the enterprise’s Innovation Team. Including reengineering of processes and organizational alignment to maximize innovation benefits throughout digital transformation, (including: company wide mobile strategy, ERP replacement, end-to-end strategy for Service Management, Business Management, Financial Management, Portfolio Project Management, digitized document scanning, etc.)

Accountable for the strategic direction, development, implementation (from rollout to completion), optimization, and maintenance of the ERP replacement (HCM and Financial Suite) and the ServiceNow ITIL platform. Including IT Service Management (ITSM), IT Business Management (ITBM), IT Financial Management (ITFM), Portfolio Project Management

(PPM) processes.

Assisted project assigned resources and IT Managers in the awareness and knowledge of PMO methodology to achieve increased productivity and quality in solutions deployments.

Managed all IT vendor relationships. Responsible for IT contracts, including the initiation of new contracts, process for renewal of contracts, negotiation of contract terms and the final execution of statement of work (SOWs).

Collaborated with the legal team for all IT contract reviews to identify and protect the business from any potential risks for the length of the contract, and to ensure reasonable terms are met and prepared for mutual execution.

Maintained currency on new technologies and platforms and provided direction on emerging and advanced technologies to assimilate, integrate and introduce to the business.

Built business cases in support of key technology transformation projects and growth opportunities. Developed and managed IT budget and annual planning processes, which was later implemented in all other business units, to provide full transparency by establishing proper governance and standards for funding requests and funding approvals ensuring consistency of overall budget strategy for the enterprise.

Led the strategic, cross program view of the entire portfolio including financial plan and implications, program inter- dependencies, scope, schedule, risk, communications, procurement, and resources.

Coached and supported external/internal project managers, IT Solutions architects, and business analysts to ensure quality delivery and resolution of issues as needed.

VANTIV

Operations Sales Manager

2013-2014

Created and Managed Operations and Cross-Sales Portfolio Process

Led multi-site transformation of Cross-Sales Process to create business continuity and scalability, while maximizing revenue potential

Partnered with IT to build system enhancement tools to decrease handle time, increase product awareness, and provide additional reporting.

Developed operating model targeting strategic planning for future growth of the Operations department, substantially cutting unjustified cost by appropriately aligning cross-sale opportunities.

Analyzed cost/savings contributors across lines of business (Ops, sales and T&D) and provided quarterly revenue projections to Executive Leadership with supporting data. Operations Manager

2012-2013

Collaborated with leaders in supporting business units of T&D, Quality Management, IT, and Sales to create quality experience for clients end-to-end.

Led Process Improvement initiatives as an Agile advocate by scaling organizational change, implementing best practices and serving as liaison between Operations staff, Executive Leadership and other business lines.

Drove results and improved operational efficiencies by creating and presenting useful reporting and scorecards to managers and directors to ensure full understanding of KPIs.

Improved adoption of new processes by leading departmental working sessions designed to empower, educate and provide transparency to staff.

FIDELITY INVESTMENTS

Sales Relationship Advisor

2005-2011

Advised clients of their financial investment options best suitable to their portfolio needs.

Assisted clients in identifying market trends as impact to their unique investment strategies, which included focus on U.S. and global economic implications across specific capital markets.

Advocated continuous improvement with systems used and client services. (e.g. self-service tools, real time chat and form consolidation)

Worked with various cross-functional partners and designed long-term objectives for the on-boarding process.

Implemented LEAN project planning model to identify cost saving opportunities, specifically, productivity, efficiency, and accuracy. Model was adopted by multiple lines of business, following a 30% increase in productivity and a 42% increase in quality. CITIGROUP

Sales Manager, AVP

2001-2005

Coordinated with various stakeholders and functional groups as lead for implementation of programs utilized in sales/compliance processes.

Assessed sales proficiencies and deficiencies. Developed solutions via scaled Agile methodologies.

Trained four Customer Service/Sales new hire classes for Tampa start-up.

Monitored processes and maintained integrity of all sales and compliance functions while tracking results and updating Executive Leadership according

EDUCATION AND PROFESSIONAL DEVELOPMENT

B.A., Major: Business Administration, Business Management, Thomas More College, Crestview Hills, KY – 2013 Experienced in: Lean Six Sigma, Agile/Scrum/Waterfall, Vendor Contract Management/Budget Management/ITIL/ITSM/ITBM/ITFM/PPM/HCM

TECHNICAL SKILLS

Microsoft Office Suite: Front Page, Excel, Access, OneNote, Word, Visio and PowerPoint; SQL; SharePoint, Peoplesoft, ADP, HR/Financials, CRM platform: Remedy Force, Rally, Microsoft Project, Sales Force, APTTUS, VersionOne, ServiceNow

(Modules: Asset Management, Service Management, CMDB, Business/Finance Management, Resource Management, Portfolio Project Management, Vendor Management), Adobe, Interactive Intelligence Call Center Suite (I3), iCIMS, Skype for Business, Oracle, WorkDay, Cisco, Calabrio, Mainframe, NICE Software, Zoom, WebEx

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