JAMAL W. HINDASH

MISSISSAUGA, ON

647-***-**** Email: adgc46@r.postjobfree.com linkedin.com/in/jwhindash CAREER PROFILE

Results-focused and strategic Project Manager with extensive experience in ITIL/ITSM Design and Implementation, Infrastructure and Data Center, and application development and delivery in SDLC within a Waterfall and Agile environment. Proficient in ITSM process re-engineering, process mapping, process development, change management planning, implementation and adoption, and user support. Holds a proven track record in developing and executing enterprise projects that leverage people, leadership, and technology to deliver efficient and strategic business practices. Accomplished professional with a commitment to on-time, high-quality deliverables, budgetary targets, and ITSM best practices. Core Competencies

ITSM Design & Implementation ITSM Tool Implementation/Customization Project and Program Management Project Planning Team Management Risk Management Team Leadership Budgeting & Forecasting

Contract & Vendor Management Infrastructure & Data Centre Management IT Governance Change Management Transformation Financials PROFESSIONAL EXPERIENCE

ACCENTURE TORONTO, ON 2016-2020

Senior Project/Program Manager

• Managed multiple complex initiatives with budgets of $ 15 million and teams of 30 resources servicing clients such as BMO, Suncor Energy, and Accenture internal teams.

• Developed project plan, scope statement and risk mitigation plan

• Managed project team’s day-to-day activities and supervised their assigned tasks execution

• Communicated with project stakeholders and presented project status and potential risks along with suggested mitigation

• Lead ITSM project teams in Production and Go-Live Deployments o Supervised project deliverables’ transition to Operations Support as per ITIL/ITSM Best Practices.

o Coordinated with Operations Support on revised ITSM Process/Procedures related to project deliverables.

o Supervised encoding of project deliverables’ Configuration Items (CIs) in clients’ ServiceNow ITSM Tool.

o Coach Operations Support Team Leads to Incidents Management. o Supervised and coordinated project deliverables’ CIs inclusion in clients’ Service Catalogs.

o Authored Knowledge Articles on project deliverables’ CIs for Operations Support Teams easy reference.

• Controlled project/program financials (forecast, budgets, and accruals) and procurement

(RFPs, Quotations and Proforma and Actual Invoices).

• Lead project teams on day-to-day meetings/stand-ups and QA testing and Dry run scenarios.

J a m a l H i n d a s h 647-***-**** P a g e 2

• Advise clients’ Leadership Team(s) on best industry practices for developing strategic projects and programs.

• Mentor Agile project teams, including clients’ resources on Agile/Scrum best practices. SCOTIABANK TORONTO, ON 2014-2016

ITSM/ITIL Program Manager

• Managed the ServiceNow ITSM Tool Configuration and Implementation Program for BNS Canadian Banking LOB, serving 600+ users across the organization.

• Managed the Design and Deployment of Infrastructure components, which included: Wintel Servers and VMs, VPN Tunnel and Network connectivity, DNS Server Upgrade and User’s Desktop Configuration Upgrade and Rollout of Windows 8 and Internet Explorer 11 to enable ServiceNow platform connectivity and scanning

• Led the restructuring of the existing Change Management process for better alignment with ITSM/ITIL Best Practices across 8 LOBs and end-users. o Maintain high performing service support functions including an IT Service Desk and Desktop Support

o Owner of the Incident, Request and Escalation processes, ensuring high levels of performance with accurate reporting procedures

o Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed o Drive internal and third-party service review meetings to ensure optimal performance, service improvement, quality and processes o Serve as an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams for effective dialogue among departments.

o Consistently, assess client feedback and make necessary improvements o Mitigate and solve escalations with urgency and determination o Constantly review and revise ITSM roadmap, ensuring future demand/growth and future projects are understood and factored into capacity planning for all associated systems.

• Defined roadmap for the ‘Configuration Management’ Module design and delivery of the ServiceNow ITSM tool and its critical links to Incident, Change and Problem Management processes.

• Managed the program throughout full PMLC and in compliance with Waterfall and Scrum Agile SDLC methodologies.

• Coordinated and followed up with external vendors on RFP, RFQ, and Procurement Documents such as SOW and POs and Invoicing and Financial Control. TD BANK TORONTO, ON 2013- 2014

Senior Infrastructure Project/Project Manager

• Managed the Integration Bridge, core to the Mobile Wallet Program using .NET APIs to connect 4 ‘Process Applications’ to Back Office Payment Reconciliation Systems.

• Led the project execution and monitoring activities via Scrums and structured walkthroughs with Architects, Developers and QA Teams.

• Managed the Application Design, Coding and Development of the .NET and Java-based Next Generation UI Platform to replace the legacy PEGA Encapsulated UI layer.

• Maintained all project artifacts, including Schedule and Budget, financial tracking, forecasting and update.

• Coordinated with external vendors on RFP, RFQ, and Procurement Documents such as SOW and POs as well as Invoicing and Financial Control J a m a l H i n d a s h 647-***-**** P a g e 3

DIRECT ENERGY TORONTO, ON 2011- 2013

ITSM Program Manager

• Managed the ‘ServiceNow’ ITSM tool implementation project for Incident, Change, Problem and Asset and Configuration Management Processes.

• Managed Change Management, Control Change Management, and Control Remedy ITSM Tool migration onto ServiceNow for Incident Management and Service Catalog functionalities.

• Evaluated the company’s existing ITSM processes to optimize delivery.

• Negotiated SLAs with Business Units and IT Internal service providers.

• Identified trends of network usage, traffic, and storage requirements.

• Established systems’ security and disaster recovery plans and procedures.

• Managed and monitored new system rollouts via stringent Change Management.

• Prepared, implemented, and enforced IT policies and procedures.

• Managed all IT middleware vendor relationships & contracts.

• Managed Remedy ITSM Tool migration onto ServiceNow for Incident Management and Service Catalog functionalities.

THOMAS COOK NORTH AMERICA TORONTO ON 2010- 2011 Program Manager

• Led the Sears Integration Program with a budget of $ 30 million and prepared and documented Scope, Schedule & Budget, and Stakeholders and Risk Management Plans.

• Managed the execution and delivery of the three workstreams/sub-projects using scrum and structured walkthroughs with respective subordinate PM and technical leads.

• Conducted Vendor management initiatives, including reviewing and evaluating RFP, RFQ, and Procurement Documents such as SOW and POs, Invoicing and Financial Controls.

• Facilitated the Program’s Steering Committee and report status and risks to Executive level Stakeholders.

AMERICAN EXPRESS TORONTO, ON 2009- 2010

Senior Project Manager

• Managed and guided implementation of project deliverables for five major Infrastructure and Applications Upgrade projects such as a server, network router and security appliance, and the upgrade of the Customer Treatment Tool (CTT).

• Apply PMI and AMEX standards in managing projects throughout the full life cycle

• Prepared and managed project deliverables, scopes, timelines, financials, budgets, and schedule.

• Managed the CTT Platform integration with T/SYS Payment Mediation and Processing System via Web Services and SOAP calls.

• Provided a periodic update to stakeholders according to the project charter.

• Perform Risk Management through rigorous and proactive risk identification and mitigation as per set out Risk Management Plan.

SEJEL TECHNOLOGY SAUDI GOVERNMENT SAUDI ARABIA 2005-2009 IT Director/ Project Manager

J a m a l H i n d a s h 647-***-**** P a g e 4

• Led the ‘HP Service Manager’ ITSM tool implementation and participated in the adoption and deployment of ITIL Best Practices in the organization.

• Led the Design, Development, and Implementation of TIBCO based Integration Gateway between 3 Government ministries; Ministry of Pilgrims, Interior and Foreign Affairs, to receive and process Visa Permits for visitors to enter the country. EDUCATION

Degree, Bachelor of Science, Computer Science

Texas A&M University, Houston, TX

Diploma, Computer Science

Edmonds Community College, Lynnwood WA

PROFESSIONAL DEVELOPMENT

PMP, Scrum Master, SAFe Agile Lead, ITIL Master, Azure Cloud Foundation & Six Sigma Green Belt

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