Help Desk Project Management

Jamal Aljahmi

**** ****** **** ******** **, ***** 313-***-**** ********@*****.***

Information technology Leader

IT Strategy Organizational Transformation Expertise in Information Security Technology Implementations

PMO/PROJECT MANAGMENT: Established and implemented formal project management practices at the 36th District Court and the Detroit Wayne Integrated Health Network (DWIHN), applying core PMP principles and tools such as Smartsheet, Microsoft Project, Excel, and Asana. Personally led end-to-end delivery of diverse initiatives—including phone system upgrades, e-commerce solutions, cybersecurity enhancements, website CMS and hosting migrations, Microsoft 365 rollouts, infrastructure upgrades, and help desk improvements. Provided hands-on training and coaching to staff on project management methodologies. Successfully managed a statewide project for the State of Indiana, ensuring alignment with strategic goals and timely execution.

DIGITAL TRANSFORMATION: Led transformative technology initiatives to improve operational performance and efficiency. Modernized IT infrastructure and applications at the 36th District Court, making it one of the most advanced in the state, with improvements in automation, cybersecurity, and help desk services. At Little Caesars, drove a 60% increase in efficiency and over 30% cost savings by reengineering processes and implementing an enterprise e-commerce portal—eliminating paperwork, streamlining data entry, and boosting website traffic by 87%. Additionally, deployed Microsoft Dynamics Great Plains, boosting accounting efficiency by 50%.

CYBER SECURITY: Developed and implemented a comprehensive cybersecurity strategy, enhancing both posture and user awareness. Deployed MFA, phishing training (KnowBe4), NIST-based maturity assessments with a vCISO, and key controls including vulnerability scanning, firewall hardening, log servers, MDM, CIS benchmarks (CatPro/CIS Workbench), and incident response plans. Partnered with CIS, CISA, and MS-ISAC for continuous monitoring and assessments, significantly strengthening overall security.

INCIDENT MANAGEMENT: Fostered a culture of accountability by coaching, mentoring, and cross-training staff, ensuring robust user support coverage. Implemented self-service options, remote support, automation, and enhanced reporting, which empowered users and resulted in a 45% reduction in IT support tickets.

PROCESS IMPROVEMENT: Reorganized and developed the Technology department, implementing a strategic technical roadmap. Streamlined IT processes and leveraged technology, boosting team efficiency by over 50% within 7 months and reducing IT spending by 10%.

AUTOMATION: Reached full efficiency through complete automation of manual job execution processes, which rendered the job scheduler role obsolete. Implemented client-facing automation, enabling job execution at their convenience via a website. Reduced development time for new client launches by 50% through the implementation of a common code library for rapid deployment.

COST SAVINGS: Led the transition to a VOIP telecommunications system, significantly reducing annual expenses. Directed a comprehensive overhaul of the security access control system for over 300 doors, achieving efficiency improvements and optimizing resources.

LEADERSHIP: Effectively managed a $11 million CRM project, driving collaboration between third-party vendors and internal stakeholders. As the technical lead, played a pivotal role in ensuring the project's success across design, integration, environment planning, testing, and deployment phases.

NETWORK IMPROVEMENTS: Implemented redundant systems, advanced monitoring solutions, uninterruptible power supplies, and load balancing, resulting in a significant increase in uptime for critical systems to 99.9%.

APPLICATION DEVELOPMENT: Utilized both Waterfall and Agile SDLC methodologies, achieving a project success rate of over 98%. Implemented comprehensive QA and UAT processes, leading to a 99.9% reduction in production defects.

Executive Competencies

Strategic Planning & Execution

Project / Delivery Management

Digital Transformations

IT Infrastructure Optimization

Process Improvement & Automation

Team Leadership & Development

Budget Oversight & Resource Management

Software Development Lifecycle (SDLC)

Operational Efficiency & Scalability

Contract & Vendor Management

IT Service Management & UX

Cybersecurity Strategy & Execution

Business Continuity & Disaster Recovery

Stakeholder Engagement

Mentoring & Team Building

PROFESSIONAL HIGHLIGHTS & Achievements

Senior Project & Delivery Manager - 2024 to 2025: State of Indiana – Department of Health(IDOH)

Led a high-profile, $10 million statewide public health IT initiative focused on implementing vaccination, scheduling, immunization, testing, and inventory applications. Applied established PMO methodologies to manage multi-phase projects, coordinate cross-functional teams, and ensure alignment with timelines, deadlines, and budgets.

Managed project scope, timelines, resources, and costs throughout the lifecycle, successfully delivering results on time and under budget, despite the project being five months behind schedule upon my involvement.

Led contract negotiations, gathered technical requirements, and facilitated discussions with Architects, Engineers, and third-party vendors to drive project success.

Developed and executed change management and communication strategies; chaired Change Advisory Board (CAB) meetings and engaged key stakeholders to ensure alignment and transparency.

Oversaw complex integrations of data, systems, and applications across multiple vendor platforms within the health systems environment.

Facilitated executive briefings, steering committee meetings, and recurring project sessions to engage stakeholders, manage expectations, drive decisions, and ensure the timely delivery of project milestones across workstreams.

Directed implementation teams to ensure compliance with technical specifications, adherence to change management protocols, and security best practices.

Managed key workstreams including Application Development, Integration, Training, and User Acceptance Testing (UAT) with TestRail, while ensuring full validation through QA and defect management using JIRA and Tawk.

Engagement / Project Manager - 2023 to 2024: TM Group

Led full-cycle Dynamics 365 Business Central/CRM implementations and upgrades, managing all phases from initiation to completion. Worked directly with client teams to ensure projects were delivered on time, within budget, and aligned with scope and resource needs.

Led concurrent Business Central/CRM implementation, migration, upgrade, and customization projects for multiple clients, meeting client satisfaction and profitability goals within aggressive timelines.

Managed all project phases, including planning, scheduling, resource allocation, and backlog management, ensuring adherence to budget and timelines.

Coordinated the seamless transition from sales to project teams, ensuring clear statements of work, contract execution, and readiness for project initiation.

Conducted project kickoffs and led discovery and requirements analysis to align teams with client business needs, goals, and objectives.

Facilitated client meetings, project planning sessions, and team discussions, serving as the primary point of contact for project status updates.

Fostered strong relationships with client project managers and teams, promoting collaboration and effective communication throughout the project lifecycle.

Managed client expectations and interactions from pre-bid through project completion, ensuring alignment with contracts and deliverables.

Monitored budget, schedules, and forecasted cost deviations, providing weekly time and task tracking for internal reporting and client billing.

Utilized internal systems to allocate resources efficiently, aligning project requirements with team member utilization goals.

Vice President of technology services - 2022 to 2023: Detroit Wayne Integrated Health Network

As a member of the executive leadership team, I led strategic planning and technology innovation to transform the IT group. Standardized processes, implemented automation, and eliminated silos using project management methodologies to drive continuous improvement. Led cross-departmental teams, creating roadmaps and strategies for future growth, focusing on cloud solutions, technology replacements, system consolidations, and maximizing existing technologies. Managed teams across business intelligence, business analysis, EHR, infrastructure, and help desk support.

Fostered a culture of accountability by implementing a project management-driven approach, with stakeholder involvement, resulting in a 50% increase in project performance within 7 months through effective planning, assignment, timelines, and accountability.

Improved IT service delivery by applying ITIL principles for change, incident, and problem management, increasing help desk efficiency by 66% and enhancing customer experience. Optimized Manage Engine for operational alerts, MDM, incident response, and project management.

Revived failed projects such as Nutanix virtualization, phone system/call center replacement, cybersecurity initiatives, ITIL help desk processes, and document management workflows.

Implemented a comprehensive cybersecurity strategy with initiatives like MFA, phishing/user training (KnowBe4), security maturity assessments (NIST), vulnerability/penetration testing, and firewall hardening. Collaborated with CIS, CISA, and MS-ISAC on ongoing assessments and scanning, improving security and service reliability.

Led technology initiatives for new and renovated buildings, overseeing security camera installations, door access, AV systems, onboarding for 200 staff, and designing network infrastructure with redundancy and high availability.

Deployed multiple mobile applications for community and health records and led RFP processes for claim audits, video/audio conferencing, and VoIP/call center solutions.

Chief Information Officer - 2014 to 2022: 36th District Court, Detroit MI

Lead vision, strategy, and execution for all aspects of information technology at the largest district court in Michigan. Direct a team of 12 professionals and manage a budget of up to $3.5 million, supporting technology requirements for thirty-four judges/magistrates and 300 staff members.

Leading cyber security initiative by working with government agencies (CIS, CISA, MS-ISAC), internal resource and third-party vendor to harden Firewall, perform vulnerability scanning, third party security assessment, implementing Log server, Phishing(knowbe4) test and user training, defining incident response plan, CatPro/CIS workbench and adhering to CJIS guidelines.

Credited with revolutionizing the effectiveness of the IT infrastructure and frameworks for the court, modernizing the website, adopting a new communications system, and hiring technical professionals with talents and qualifications aligned with the unique needs of the organization.

Cultivated an environment of increased accountability while directing coaching, mentoring, and cross training to ensure maximum coverage and support of the user base. Leveraged a combination of self-service, remote support, automation, reporting matrix, user training and empowerment to lower IT support tickets by 45%.

Strengthened information security through the deployment of upgraded firewall, penetration testing, antivirus measures, web filters, and new security policies in accordance with standards promulgated by the FBI Criminal Justice Information Services Division; additionally, implemented a disaster recovery protocol using Microsoft Azure and Data National AS400 hosting.

Captured gains in efficiency and productivity by automating processes and encouraging users to review digital versions of reports to avoid the waste associated with hardcopies; additionally, implemented project management and change management tools and resources.

Improved the flow of foot traffic throughout the courthouse by adopting digital signage and public search kiosks that effectively navigated visitors through one of the largest courthouses in the nation; debuted online services for payments, case views, and requests that lowered the volume of visitors.

Implemented redundant systems, monitoring solutions, uninterruptible power sources, load balancing, and other improvements that skyrocketed uptime for critical systems to 99.9%. Adopted unit, QA, and user acceptance testing and a formal change control process to lower production defects by 99.9%.

Championed a transition to a VOIP telecommunications system that eliminated $114K, or 70%, of annual expenses; led a comprehensive overhaul of the security access control system for over 300 doors that is forecasted to drive 20% savings.

Leader, IT Application Development and Support 2013 to 2014: Health Alliance Plan, Detroit, MI

Orchestrated and executed support initiatives for sales, marketing, and client service applications at a Michigan-based nonprofit health plan. Led special projects focusing on CRM and Health Care Reform, supporting the organization's mission to provide health coverage to individuals, companies, and organizations.

Effectively managed an $11MM CRM project, rallying the contributions of third-party vendors and internal stakeholders; as the technical lead, contributed to the success of the design, integration, environment planning, testing and deployment phases.

Coordinated and led a multimillion-dollar healthcare reform initiative to establish integration with government public exchanges; met federal deadlines for the development and launch of three major HCR sales applications.

Planned and directed initiatives that sparked improvements in call center overflow and recording, including the upgrade of Unify/Siemens telephones used in contact centers.

Deputy Director of Application Development and Support - 2012 to 2013: Wayne County, Detroit, MI

Responsible for planning, developing, and implementing software applications for the highest-populated county in Michigan. Oversaw internal staff, consultants, and third-party vendors, successfully guiding the department through a period of rapid change and instability following the departure of top IT managers.

Served as a trusted advisor and subject matter expert, providing guidance and direction with respect to hardware and software upgrades.

Maximized the effectiveness of limited resources and staff, fostering improved collaboration and cooperation between the application support group and help desk teams; addressed frequent help desk issues to eliminate repeated requests.

Aligned application development with the needs of seven elected officials and 11 county departments: managed relationships with vendors providing support for JD Edward and PeopleSoft platforms.

Safeguarded mission-critical applications, systems, and information through contributions to a disaster recovery initiative; spearheaded the flawless migration of all applications from Novell servers.

Manager of Information Technology - 2005 to 2012: Little Caesars Pizza Kit, Detroit, MI

Recruited to lead the strategic planning and development of enterprise technology projects for this leading chain of pizza restaurants (worked on the fundraiser side of the business), facilitating the flow of key information and communications between business units, vendors, and department leaders, with full accountability for budget administration and resource management.

Recognized for implementing an e-Commerce portal enterprise solution that bolstered website traffic by over 87%; additionally, deployed the Microsoft Dynamic Great Plains accounting system to achieve a 50% gain in efficiency.

Contributed to the launch of a social media initiative to foster engagement with the public and brand visibility, contributing to revenue growth.

Applied Waterfall and Agile SDLC methodologies to maintain a greater than 98% rate of success in projects; implemented QA and UAT processes to lower production defects by 99.9%.

Early Career

Manager of Information Technology, Ancor Information Management, Troy, MI

Developer/Business Analyst/Project Manager, Valassis Communications, Livonia, MI

Software Engineer, Sage Software, Troy, MI

Developer/System Analyst, Accenture, Southfield, MI

Education & Certifications

Davenport University

Bachelor of Business Administration Degree in Computer Information Systems

Henry Ford Community College

Associate degree in computer science

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