Page*

Najam Khan (Permanent Resident)

Phone: 513-***-**** Address: Houston, Texas

LinkedIn Profile Email: adw4jz@r.postjobfree.com

SENIOR IT PROJECT/PROGRAM MANAGER

KNOWN FOR IT-LED BUSINESS TRANSFORMATION

CERTIFIED SCRUM MASTER PMI®-PMP PRACTITIONER ISACA COBIT5 ITIL V3 PROFESSIONAL SNAPSHOT

An accomplished IT management leader with over 20 years of experience in a multicultural environment across implementing IT strategies to move applications/infrastructure, P&L/ROI, formulating vision, improving vision/culture, innovation, and change management. Documented history of bridging technical and managerial acumen in turning around of information technology coupled with insightful exposure to business delivery and rollout, planning, and vision for future projects and technology management. Proven ability to affect transformational change across various operational areas and create a sustainable difference in a business’s operational performance. Holds distinction in developing overall company strategy for its digital transformation. Driving governance & digitalizing business processes with strengths in managing Global Large-Scale Change, Business & IT collaboration, Process Optimization, Merger & Acquisition Due Diligence, and Portfolio Prioritization & Management. Deft in providing effective technical business solutions and the architecture to leverage technology to create revenue opportunities. Proven ability in communicating solution strategy and product offerings with the clients, key decision makers and stakeholders for providing strategic inputs and IT vision for implementing new technologies. A complete manager, performing a wide range of people management functions and excellently communicating solution strategy & product offerings, facilitating technical direction and leadership to maintain and support operational services to meet agreed business needs. SKILLS PURVIEW

• Project & Program Management • ServiceNow SPM/PPM • IT/Information Security • Data Center Consolidation

• IT Transformation & Change • Post Merger and Acquisition • Vendor Management • Stakeholder Management

• IT Infrastructure Management • Cloud Technologies (IaaS/PaaS) • Team Management • Risk Management

• IT Service Management • Business Continuity (DR) • IT Governance (GRC) • Cyber Security CAREER PROGRESSION

Sep 2022 – March 2023

Project/Program Manager, College of American Pathologists (CAP) - (End Client), Northfield, Illinois Key Accountabilities

• Utilized ServiceNow Project Portfolio Management (PPM) to lead project planning, resource management, scheduling, controlling, governance, and reporting activities for assigned projects.

• Focused on Legal, Risk, Compliance, Licensing and Complaints operations readiness for the newly introduced Medical Insurance/Financial business acquired.

• Responsible for the health of assigned projects and ensuring the project meets its stated objectives and dedicated budget.

• Created and updated documentation and templates for project processes and work products and provided education and training on these processes, templates, and techniques to business partners and fellow project managers.

• Created clear and attainable project objectives, built project requirements, and managed constraints.

• Monitor, maintain, and report project progress and costs on a regular basis to the Stakeholders and Project Team.

• Conducted project planning, technical reviews, and project status meetings.

• PM Tools Utilized: MS Projects, ServiceNow ITSM/SPM, SharePoint, JIRA, Teams, Office365, Smartsheet, and Confluence.

• Applied PM Qualifications: Project Governance, Change Management, Project Planning (Hybrid), Monitoring & Controlling, Budgeting, Reporting, Risk Management (RAID), RACI - Communication Management, BAP Solution Page2

for Cyber Security Assessment and KPIs, Resource Management, Stakeholder Management, Vendor Management, Project Governance, Checkpoint Configuration and update, Team Management, Problem Solving, Test Planning, SOW, Cutover Planning, Lesson Learned.

Projects & Achievements:

• Replacement of Project Management System (ServiceNow Smart PPM):

Successfully implemented ServiceNow PPM for the PMO department of CAP. Purpose of this project is to replace the legacy project management system/process with ServiceNow Smart PPM system that aligns with CAP’s strategic direction and addresses existing project management pain points. The new system has yielded significant improvements in project governance, risk management, and resource management etc. Within just four weeks, approval ratings have soared from 62% to an impressive 83%.

• Vulnerability Remediation and Automation (Strategic Project):

Successfully completed Post Merger and Acquisition (M&A) activities to comply with Company’s SOC 2 cybersecurity compliance. Remediated vulnerabilities of over 3000 servers, managed patch updates, decommissioning, and automated legacy reporting using RedHat Ansible Tower. Ensured that 95% of our infrastructure was 100% SOC 2 compliant. As part of these efforts, 80% of legacy servers were migrated to AZURE Cloud and achieved SOC 2 compliance on all network and cloud servers.

• Labs Improvement Program (LIP) Taxonomy Management System – Master Data Management

(Strategic Project):

Successfully implemented EnterWorks Multi-domain Master Data Management (MDM) to improve CAP data quality for reference data and the application of taxonomy data to product data; devised single, trusted version of back-end data in pursuit of operational excellence. Feb 2020 – Aug 2022

Project Manager, City of Hope National Medical Center (COH), (End Client), CA, USA Key Accountabilities

• Responsible for tracking and communicating project status, serving as an escalation point to resolve obstacles, and working to deliver project work on schedule and budget.

• Played a crucial role in establishing and enforcing team standards, tools, and best practices, pushing the entire PMO to adhere to them for uniform and triumphant results.

• Developed schedule and cost plans supporting business objectives, timelines, budgets, resources, milestones, and project deliverables using ServiceNow Strategic Portfolio Management (SPM) tool.

• Drive day-to-day execution of the overall project delivery process, including coaching cross-functional teams and leading team meetings to ensure activity plans are being executed.

• Prepared and conducted periodic project status reports to regularly update project governance teams and executive management on progress, risks, and issues.

• Led project teams and drove successful delivery of IT project efforts. Projects & Achievements:

• Implementation of ServiceNow HRSD:

In conjunction with enterprise-wide Digital Transformation initiatives, deployed ServiceNow HR Service Delivery

(HRSD) solution to support the HR department in transforming how they work. o Participated and contributed to program-level and executive-level steering committees to help drive success, vision and outcomes.

o Review and provide implementation strategy input to the Engagement Plan as well as assistance on the risks, issues, decisions, project tasks and project change requests.

• Replacement of Avaya Telephony System to Cisco’s UCM Cloud (Migration from Avaya Telephony System) (Strategic Project)

Managed successful delivery of migration of Avaya telephony to Cisco VoIP Unified Communication Manager Cloud, including all IT infrastructure changes related to new voice infrastructure. Successfully moved from CAPEX to OPEX model and saved annually $230K by leveraging Cisco’s multicloud services. (Project CAPEX

$4.5 million)

• Desktop/Laptop and OS Refresh for Hospital staff and Remote Users: Page3

Successfully refreshed end-user computing environment across all hospitals, contact centers, clinics, and remote offices. Completed within timeframe cloud migration, Exchange to Office 365, new AZURE Virtual Desktops rollout, and hardware refresh. Dramatically improved remote users’ web app connectivity from 72% to 97% using AZURE App Proxy and replaced VPN and TMG connectors for remote users to access corporate applications using SSO AZURE AD Authentication over the internet. (Project CAPEX $470,000).

• Evaluation of Real-time Location Services (RTLS) Software (POC): Achieved business acceptance for evidence-based RTLS Software and Hardware Proof-of-Concept of selected vendors conducted at brand-new COH 300 rooms Hospital in Irvine, CA. The objective was to invest in Bluetooth Low Energy (BLE) tracking technologies as part of a Real-Time Location Services (RTLS) platform offering technology features and functionality to monitor people’s movement and asset tracking within the building. Successfully evaluated following vendor attributes:

Breadth and depth of capabilities.

Vendor footprint (vendor market presence, vendor share of mind, vendor stability, and long-term viability).

Achieved functional requirements of the solution by performing business-defined test cases.

Architecture and integration.

Customization potential and ease of use.

Focused areas: Stakeholder Management • Infrastructure Upgrade • Fortnite Cloud Security • Agile Change Management • Migration to Cloud • ServiceNow ITSM/PPM • Cisco UCM • Cisco Webex • Business Transformation • Asset Management (RTLS POC) • Vendor Management • Azure Microsoft 365 • AVD Desktop-as-a-Service • IT Service Management • AZURE Network and Security • Azure AD • Azure SSO • Azure App Proxy. Apr 2016 – Nov 2019

Senior IT Manager at E-Marine PJSC (Emirates Telecommunication Group Company PJSC) Dubai, UAE Key Accountabilities

● Responsibilities for IT, including - IT Operations, Digital Transformation, Cyber Security, Infrastructure, App/Dev, Web Services, CRM Implementation, ERP Expansion, Offshore IT Services, HR, and more.

Digital Transformation, including Cloud Migration to AZURE, Data Center Consolidation, CRM transition to MS Dynamics CRM, ERP upgrade to MS Dynamics SL, New Data Warehouse, Vessels Portal - PowerBI, & more.

Project Management implementation with Clarity & ExakTime, ERP integration, Process Improvement Program, Industrial Services focus with project portals and seafarer access.

● Led the IT Service Delivery team and IT infrastructure support on and offshore for Middle East and African regions, providing expertise on cloud architecture, networking, end-user support, security, IT projects, and budget.

● Managed day-to-day governance and delivery of IT Service Management (ITSM) processes, including Change Management, Problem Management, Incident Management, and Major Incident Management

● Manager and cultivator for corporate IT staff and field IT fleet vessel support staff to maintain the technical guidance needs by driving team productivity and agility while promoting a culture of empowerment and high performance.

Projects & Achievements:

• Modernization of offshore/vessels IT infrastructure operations:

Modernized with AZURE AD Integration and AZURE App Proxy, benefiting remote and offshore users authenticate using SSO, using URL to access the corporate applications, no inbound connection to corporate network, replaced VPN Client provided key data insights across on-premises, mobile, and web-based platforms. Tightened security related to remote users, sped processing by 37%, and increased service level to 24x7.

● Migration of Email Exchange, Data, and SharePoint to Microsoft 365 Enterprise:

Successfully planned and delivered complete organizational migration to Microsoft 365, ensuring the adoption and use of full suite of services offered with Microsoft's Enterprise Cloud Suite offering while leveraging AZURE products and services. Project was delivered against agreed plan & target dates.

● Implementation of Technical Ship Management System (Part of Vessels Transformation Program):

Meticulously improved system availability in Marine Operations/Projects from 65% to 95% by implementing Citrix virtual desktop infrastructure for fleet of vessels in combination with VSAT connection as backup, providing vessel crew innovative shipping applications, vessel planner for marine operations, real-time access to ERP system for e-procurement, vessel maintenance, project management and HR Self-Service Portal for crew management.

● Replacement of Service Desk to ServiceNow ITSM:

Page4

Delivered complete ITSM platform to improve IT department operational productivity – increased agent efficiency and speed up issue resolution by 30% in first quarter.

Customer-oriented end-user support management resulted in an increase from 62% to 78% in overall IT support satisfaction, usage, and compliance with ServiceNow ITSM and business-critical applications.

Delivered high-quality services proactively and on a scale while continually improve our processes. Gain full visibility with built-in dashboards and real-time analytics.

● Formulated and implemented IT Governance and Service Management Policies, Procedures, and Guidelines of E- Marine in compliance with ISO/IEC 27001, ISO 22301, and ISO 15504 & Change Management; significantly improved Service Management process controls.

Nov 2012 – Mar 2016

Senior Manager ICT Head of Group IT & Program Manager at United Al Saqer Group, Abu Dhabi Motors, UAE Key Accountabilities

● Responsible for planning and managing information and operational technology along with the management and direction of staff assigned to implement, administer, and operate the IT environment.

● Executive lead for the Project Management team (PMO) consisting of multiple PMPs with infrastructure and DevOps project teams.

● Instrumental in leading the 3-year Digital Transformation journey within group using Mobility, social media, Data Analytics, and Cloud technologies to catapult “United Al Saqer Customer Service Experience” of various auto dealerships to next level and Abu Dhabi Motors to become "Most Technologically Advanced” BMW dealership in entire ME region.

● Managing vendor relationships, identifying in-scope work by monitoring and reviewing service level agreement (SLA) adherence, and working to strengthen continuous improvement of services and ways to lower costs.

● Established IT organization that embodies the best of UASG’s culture and positions UASG for long-term success in technology innovations, support, and information security for staff and clients.

● Key member of the Change Control Board ensuring effective control and treatment of risk to the availability, performance, security, and compliance of the business services impacted.

● Overseeing and facilitating executive technology steering committees and functions within the utility to ensure strategic technology alignment with business objectives.

● Managing IT operations within allocated budget involving IT risk and audit management, program management, service management, infrastructure management for products/ projects, and corporate staff support.

● Developing resource plans, implementing, and administering policy and operating procedures documentation of all operational IT processes, providing guidance on projects and their requirements to clients over technology, processes, and applications while updating them on regular project-related developments. Projects & Achievements:

• Reorganized IT, recruiting, and training programs. Increased reliability and stabilized infrastructure & applications. Supported ERP implementation. Led 23-person staff and $22.2 million operational budget of group of companies.

• Successfully managed $9 million annual budget for developing and implementing several new applications, upgrading and consolidating enterprise-wide IT infrastructure, enhancing data security, and improving technical support services by centralizing technical support team for Group of Companies.

• Awarded 30% increment on M&A project - translating business strategy and objectives into “operating model,” revamped six companies IT landscape into shared-service organization, achieved business agility through consolidating/integrating IT Infrastructure (voice & data network integration), Data Center/server consolidation, Email migration, IT equipment (asset inventory), divestment of legacy systems, including servers, telephony services, Firewalls, Websites, etc.

• Orchestrated massive digital transformation project of Group Hospitality Division Global Catering Services, successfully implemented a customer-focused SAP S/4HANA ISR on-premises solution, separating existing ERP- selected entities. The upgrade impacted 200 wholesale and retail outlets across various departments, including marketing, merchandising, finance and accounting, and warehouse management. Successfully completed the upgrade seamlessly, ensuring that all computer systems, networks, Point of Sale (POS) terminals, PCI- Compliant EFT Payment systems, CCTV, and business processes were upgraded to enhance both the front and back-office operations.

• Directed a Data Center Relocation Program to move to a top tier Co-Location facility over nine months, Network Page5

Optimization MPLS – SD-WAN Conversion, and data center refresh.

• Drove the overhaul of Abu Dhabi Motors BMW Dealership IT infrastructure by completely transforming the back and front office operations of 5 dealership showrooms and service centers – changed ADM’s legacy Dealer Management System to Autoline, Dealer Management System. July 2006 – Oct 2012

Senior Manager, IT Infrastructure & Change, Lloyds Banking Group, Dubai, UAE Key Accountabilities

• Manger of Enterprise IT Infrastructure, including Server Support, Data Storage, Email, Data Center Operations, Demand Management, Funds Transfer Systems, ATM Services, Asset Management, DR, and more.

• Accountable for developing all change management initiatives through stakeholder engagement, analysis, and participation, preparing and executing readiness tests, and establishing points of resistance.

• Developing resource plans, implementing, and administering policy and operating procedures documentation of all operational IT processes, providing guidance on projects and their requirements to clients over technology, processes and applications while updating them on regular project-related developments

• Improving operational systems, processes & policies in support of organization’s mission, assisting in better management reporting, information flow & management, business process and organizational planning

• Enhancing infrastructure and ensuring continuous availability of licenses, file systems, support, along with maintaining, and analyzing, troubleshooting, and repairing server systems for large sized users Projects & Achievements

• Promoted to senior position by playing essential part in establishing cost-effective and robust IT infrastructure in the previous role and having shown high performance across the team.

• Spearheaded complete transformation of Lloyds Bank Dubai’s central Data Center, gaining recognition from Group IT Director for achieving 99.99% guaranteed availability and receiving team accolades for maintaining excellent cross-departmental communication and collaboration.

• Played an instrumental role in migrating Lloyds IT Systems and data migration from Oracle FLEXCUBE core banking platform to HSBC core banking systems.

• Aligned Dubai Bank’s change management policy with Group’s for managing change in live services and test environments to ensure effective control and treatment of risk to the availability, performance, cybersecurity, and AML compliance of the business services impacted.

• Successfully complied with UAE Central Bank technology-led regulatory initiatives by implementing inward/outward payment solution ICCS (Inward Check Clearing System), IBAN, UAE FTS (Funds Transfer System), LLNET and SWIFT disaster recovery solution.

• Achieved annual operational savings of CAPEX of $1.5M by leading migration of SWIFT Disaster Recovery to cloud-based SWIFT solution, significantly improved disaster recovery functionality through induction of SWIFT Hybrid Cloud solution.

• Received quarterly Top Performer and Team of the Year awards in 2008 & 2009, respectively, for excellent performance in delivery of 100% compliance payment systems with ISO/IEC 27001, HIPPA, NIST, and SWIFT CS

• Improved System Availability from 72% to 99.999% by conducting periodical Business Resumption/Disaster Recovery (BCP Tests) for Business Impact Assessments within three years.

• Led project team of 12 that upgraded Lloyds TSB Dubai & Exchange Server and consolidated all international branches domains to Lloyds Group Forest

Oct 2004 – June 2006

Project Manager, IT Infrastructure, Future Pipe Industries, Dubai, UAE Key Accountabilities

• Led IT infrastructure project team of 4 and managed contractors.

• Project planning includes creating Scope of Work, creating WBS, developing project schedule and communication plan, project budgeting, risk management, plan procurement, change management and team enablement. Projects & Achievement

• Successfully designed and developed an IT infrastructure solution across four international manufacturing sites

(Oman-Muscat, Houston-TX, Gulf Port-MS, Doha-Qatar) incorporating the development of data centers having Cisco network and server infrastructures, Cisco VoIP telecoms systems for 70+ nodes (each site), 70+ Citrix Page6

onsite server for onsite desktop deployment with complete backup and recovery set up for each manufacturing plant and regional sales offices.

Jan 2000 – June 2004

Microsoft System Engineer, Fujitsu/Amdahl Tier-IV Data Center, Sunnyvale, California, USA

• Worked as leading member of a Data Center NOC technical support team for maintaining a high profile, multi-million

$ Tier-IV data center operations, hosting 2400+ servers, backup libraries & storage farms. EDUCATION

University of Phoenix, San Jose Campus, CA, USA (2001) M.Sc. Computer Information Technology (GPA 3.9/4.0) Southern Illinois University, Carbondale, IL, USA (1998) BSc. Management Information Systems (GPA 3.2/4.0)

TRAINING CERTIFICATIONS

Certified PSM 1 Scrum Master (2021)

Certified COBIT 5 Foundation (2017)

Certified Microsoft Project Management Professional (2012) Certified PMI® PMBOK (PMP) (2010 & 2016)

Certified ITIL Foundation v3 (2011)

Certified EPI - Data Centre Professional (2012)

SOFTWARE & COLLABORATION TOOLS: D365, SAP S/4HANA, O365, SharePoint, Smartsheet, AZURE DevOps, Jira, MS Project Pro, Confluence, Visio, Lucid Chart, ServiceNow SPM AFFILIATION: SAP Learning Hub, Udemy for Professional Training, Microsoft AZURE & AZURE, PMI.org, SCRUM.org

Contact this candidate