System Analyst Scrum Master

Lena Maalouf

**** ****** **, *********** ** ***34

Mobile : +1-513-***-**** email : *************@*****.***

Focused on providing value to clients in intensely competitive industry

I am an ambitious professional with 30+ years’ experience passion for transformation and realization of projects. Goal oriented always striving towards the next accomplishment. Aggressive performers accomplish missions quickly and effectively. Considerate leadership working on developing personal relationship with followers, care, and concern for each one of them. Diplomatic communicator and tactful negotiator delivering the message and convince stakeholder to change using reason and compassion. Result-oriented leader and presenter ensuring that everyone is moving forward in the same direction, which helps achieve goals effectively and faster, creates an environment of accountability and transparency and fosters high levels of communication, collaboration, and cooperation. Foster a cost conscious culture to maximize business benefits and reduce waste. Proven areas of expertise include:

Areas of Expertise

Airline, Banking and Retail Software

HR Systems (Zebra, People Fluent, Workday)

E-Commerce, CRM, Web/Mobile Solution

B2B/B2C Applications

SaaS, PaaS, IaaS

Salesforce.

ERP solution (Oracle E-Business Suite/SAP)

BI (SAP Business Object, Power BI, Tableau, Oracle BI)

Procurement, Vendor Management & Contract Negotiations (Business Case, RFP/RFI/RFQ & SOW)

ETL Tool (Talend Open Studio, SAP BusinessObjects Data Services)

Mulesoft - Integration platform for SOA, SaaS, & APIs

Virtualization & Cloud (AWS, Azure)

Manage Enterprise Operations (ServiceNow)

Bug tracking & agile project management (Jira)

Monitoring Tool (SPLUNK, X-Matters)

Team Workspace to share knowledge & Collaboration (Confluence, Microsoft Teams)

Digital Transformation

disaster Recovery Business Continuity

Test Automation

SDLC and Agile Methodology And frameworks (Lean, Kanban, scrum & SAFe)

Operational Excellence

SLO/SLA.

Security, Infrastructure, Network, Database

Systems Reliability, & scalability

Customer Service Approach

Distributed System, microservices

Outsourcing/ Managing teams offshore/onshore

DevOps Applying Systems Thinking & Continuous Improvement.

ITSM & CI/CD

KPI/OKR

PROFESSIONAL EXPERIENCE

Director Software Engineering 2021-Presemt

Walmart / Dallas, TX, USA

Executing day-to-day run support activities supporting Workday configuration and integrations for Core HR, Absence Management, Compensation, Recruiting, Talent, and Performance. Managing and coordinating global stakeholder relationships. Serving as escalation point for unresolved/critical incidents, user complaints, and complex service requests. Championing security policies application.

Enabling business outcomes through continuous innovation, optimization, project, enhancement, and maintenance of the People Technology applications. Collaborating with stakeholders to define and sequence priorities for projects and enhancements. Driving business value and impact through consumption of release innovations and delivery of enhancements.

Maintaining and fostering technology and vendor relationships. Leveraging technology and 3rd party vendor relationships to continuously seek out opportunities to enhance, optimize and reduce run-times and increase efficiencies.

Conducting capacity planning. Mentoring and fostering development of team members.

Notable Accomplishments

1.Applied best practices for SDLC and Agile methodology for Enhancements and Project Delivery: Planning based on the team velocity and capacity. Moved the team for quarterly planning which created a roadmap for delivering value to business stakeholders. Implemented a Release Management process focusing on quality which reduced the margin of errors by 70%.

2.Fostered Change Control Management Culture

3.Introduced a Service-level Agreement and Incident/Case Management Procedure– Define % of incidents related to specific problem – Focus on solution to reduce incidents, improve NPS and stability. Reduced incidents by 83%. - Reduced cases by 80%. Increased NPS from -49 to -3.

4.Defined Communication Strategy to provide a consultative, collaborative, customer-centered mindset with strong communication capabilities.

5.Test Automation - Increase our code quality and reduce development time by 50%.

6.Leverage Product Management to conduct business prioritization and requirements. Change the team focus from software to product.

7.Establish methodology to provide project estimation, budgeting, capacity, and forecasting.

8.Foster team collaboration and accountability to deliver positive results.

Head of Application Delivery – Sr Director 2014-2020

International Air Transport Association (IATA) / Montreal, Canada

Represent over 240 airlines comprising 94% of scheduled international air traffic. Lead & serve Airline industry in general.

Strategy & Vision: Set Medium to Long Term Plan to meet Organization Strategic Goals. Develop IT strategy and vision for Projects and Enhancements. Partner and collaborate with various cross-functional teams to design & build enterprise services in collaboration with product management, infrastructure, operations, and business teams. Explore future technology needs by balancing technology innovation, industry trends, customer needs.

Stakeholder Relationship: Build Relationship with business to encourage innovation & new opportunities. Partner with business to develop and align technology strategic initiatives to drive business growth, productivity, and quality. Prepare and conduct Steering Committee meetings.

Provider Relationship: Work with and manage consultants/Vendor. Develop Business Case, RFP/RFI/RFQ & SOW.

Project Portfolio Management: Project pipeline, project prioritization, planning, design, initiation, implementation, resourcing & labour tracking, tracking & status reporting, risk assessment & mitigation action, go/no-go decision, deployment plan and project budget/actual/forecast/expense tracking. Work in multiple development life cycle models (example: Agile/Scrum, Waterfall). Direct the completion of all project components to meet appropriate economic standards, ensure customer satisfaction, timely completion, quality assurance, and project profitability. Coordinate between teams spread out globally in multicultural matrixed environment.

Talent Development: Attract, retain, and develop global talent. Provide leadership and guidance to coach, mentor, lead, motivate & Energize the Application Development Team to advance performance and career development.

Notable Accomplishments

1.Transformation to Agile Methodologies and Lean Process; increasing stakeholder satisfaction & Maximizing ROI by 70% and improve team velocity by 30%.

2.40+ Projects delivered yearly with a budget of 40M. The rate of delivery on time and budget is 80%.

3.Change management to Product Management.

4.Implement MDM Governance to lead the company toward Data Warehouse and BI.

5.Ensure quality, security, and legal compliance.

6.Continuous Integration, Delivery, and Deployment

7.Server Virtualization/Cloud (AWS, Azure, …) – Saving the support cost by 20% and ensuring continuity, disaster recovery and scalability.

8.Implemented E-Commerce with focus on customer experience & journeys which increased revenue by 40%.

9.Conduct new initiatives such as Digital Transformation, Blockchain for Airlines & Open API.

10.

Head Application Support 2006-2013

International Air Transport Association (IATA) / Montreal, Canada

Represent over 240 airlines comprising 94% of scheduled international air traffic. Lead & serve Airline industry in general.

Managed direct support activities of 125+ Staff. Support 100+ applications such workflow, Online Store, Web Platform. Managed multi-culture teams worldwide in Matrix organization. Managed relation with 3rd party providers.

Collaborated with business owners to analyze and document process and system workflows. Implemented change control and process documentation for all aspects of the business. Initiated Knowledge Repository to store all documentation in centralized location.

Notable Accomplishments

1.Aligned IT team with business units to develop business expertise and improved quality and responsiveness in support.

2.Conducted outsourcing project, and established procedures to ensure 24x7 support.

3.Implemented Release Management Process to ensure quality.

Earlier Experience

Deputy CIO - Middle East Airlines (MEA) / Beirut, Lebanon

Director of Application Department - Middle East Airlines (MEA) / Beirut, Lebanon

Manager Planning & Methodology - Middle East Airlines (MEA) / Beirut, Lebanon

Project Manager - Middle East Airlines (MEA) / Beirut, Lebanon

System Analyst/Developer - Establishment of Deposit Warranty / Beirut, Lebanon

System Analyst - Middle East Food / Beirut, lebanon

EDUCATION

Lebanese American University MS, Computer Science

Lebanese University * MS, Math

Microsoft Certified Access, Word, Excel (MOUS)

Training the Trainers

Certified Scrum Master

Written and verbal communications skills: English, French, and Arabic

Publication

Mining Airline Data for CRM Strategies (2007)

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