Portfolio/Program/Project Manager/Service Delivery Manager
Resume:
AMANI ALAWNEH, MBA, PMP, ITIL EXPERT
*** ***** *** ******, ********* 22E, New York, New York 10280
*****.*******@**********.***
QUALIFICATIONS PROFILE
Technically sophisticated, seasoned, and talented professional powered with broad-based experience in project management and ITIL. Proven competencies in implementing effective strategies to improve business processes, optimize efficiency, and enhance quality while significantly reducing cost. Well-versed in developing project delivery plans and strategies to deliver maximum business value toward fulfillment of business objectives. Exhibit superior talents in delivering simultaneous, large-scale, multi-vendor, mission-critical projects within the constraints of scope, quality, time, and cost. Empowering manager and out-of-the-box thinker with keen expertise in leading, motivating, and coordinating technical teams to provide innovative technical solutions and ensure total customer satisfaction. Detail-oriented with extreme capability to multitask in a fiercely competitive, multi-platform, and fast-paced environment.
CORE STRENGTHS
- Portfolio and Project Management
- Software Development and Implementation
- Outstanding Customers and Vendors Relations
- Operations and Technical Support
- Leadership, Coaching, and Team Building
- Continuous Performance and Process Improvement
- Budget Control and Demand Forecast
- Quality Assurance and Regulatory Compliance
- Time Management and Prioritization
- Excellent Presentation and Negotiation Skills
- Analytical with Strong Organizational Skills
- Conflict Resolution and Decision Making
- JAD & JRP Sessions Skilled Moderator
- Risk Management and Stakeholder Analysis
EMPLOYMENT HISTORY
CENTRAL 1 CREDIT UNION ~ VANCOUVER, BC
Independent Consultant 2008–2010
Provided expert oversight in client-funded projects portfolio including massive multi-year development projects for Canadian Tire Financial Services credit card site and retail banking. Expertly managed all aspects of migration of all hosting services. Developed assessment process to evaluate Central 1 readiness for ITIL V3 lifecycle, and a plan to determine the strengths and weaknesses of Central 1 service practices as well as opportunities for quick wins and long-term improvements. Expertly managed off-shore teams from Vancouver and New York City.
Notable Achievements:
- Hired to manage multi-year development projects for Canadian Tire Credit Card website (www.ctfs.com) according to PMI, Agile and Prototyping frameworks
- Developed a Program Delivery Plan for a multi-million dollar investment to launch Central 1 financial services in the U.S. market
- Played a vital role in project managing and delivering several major enhancements in 2009 and 2010 such as Online Credit Limit Increase, Online Payments, Electronic Statements, Card Activation, Card Applications Redesign and Usability Improvements, Enrollment and PIN Change
- Conceptualized an innovative plan to perform an objective review of Central 1 IT Service Management processes, practices, and capabilities against ITIL best practice guidance
CREDIT UNION CENTRAL OF BRITISH COLOMBIA ~ VANCOUVER, BC
Manager Projects and Service Delivery–MemberDirect Services (MDS) 2006–2008
Displayed unsurpassed expertise in managing MDS client-funded projects portfolio. Primarily held responsible for departmentally approved projects from proposal through implementation. Supervised MDS projects and service delivery team (8 project managers and business analysts) to develop their competencies and provide total customer satisfaction while simultaneously managing projects that involved an average of more than 20 persons. Provided guidance to MDS management to cancel, postpone, or scale back unnecessary or less strategic projects. Built and cultivated long-term quality relationships with MDS large clients and external vendors by providing exceptional customer service at all times.
Notable Achievements:
- Headed numerous large-medium scale projects according to PMI framework within cost, scope, and time constraints and in accordance with agreed quality standards
- Greatly surpassed departmental financial targets by improving project success rates and customer satisfaction
- Drove all efforts to develop and implement efficient and effective estimating and scheduling processes for repeatable online banking website implementations and integration projects with 3rd party solutions
- Originated effective time and cost estimates, project documentation and schedules for standard, bulk, and customized implementation projects
- Commended for completing the “One-and-Only” account in terms of scope, time, cost, quality, and customer satisfaction
- Effectively and efficiently managed bulk and customized implementation projects for credit unions
NATIONAL BANK OF DUBAI ~ DUBAI, UAE: 1998–2005
Project Manager and IT Contributor–Operations, Corporate, and Finance 2005
Ensured strict compliance with corporate standards, including departmental processes and procedures in managing all project control activities. Assumed full responsibility in documentation and acceptance of business requirements, gap analysis, and functional specifications between business users and local as well as international vendors. Pivotal in budget reporting, contract management, project acquisitions / accounts payable, time recording, risk and issues management.
Notable Achievements:
- Directed and coordinated all aspects of two key projects (Global Payment Gateway and Cash Management Services) aligned to Prince2 methodology
- Generated and issued Request For Proposal (RFP) for Cash Management Services Solution
- Served as a significant contributor in implementing ITIL processes (Service Support and Delivery) and Microsoft Enterprise Project Management
Cards Systems Support Manager / Project Manager 2001–2004
Forged highly motivated Cards Support unit (team of 10 DBAs, senior system analysts and programmers) to provide project and support services on a 24/7 basis. Facilitated training to team members to increase productivity and minimize dependency on key resources. Oversaw capacity and availability of all cards’ applications; quality of service provided by support unit / vendors; and delivery of services within agreed time and cost estimates. Diligently managed the production support annual maintenance contract negotiation with several large international vendors; coordinated contract review and closure with legal and risk management. Utilized SPSS to identify delinquency trends during five years of credit card transactions.
Notable Achievements:
- Recognized for expertly managing the cards’ projects, software changes, and payments scheme compliance upgrades including specification, development, unit and integration testing, UAT, and release management
- Masterfully led the outsourcing process of “non-core” services to vendors, including vendor selection, contract negotiation, vendor performance monitoring and relationship development
- Instrumental in designing and implementing business continuity plan and disaster recovery solution for cards systems and online services
- Utilized strong negotiation skills for service level agreements with various vendors as well as OLAs with IT internal suppliers for cards’ mission critical systems
- Initiated the implementation of aggressive SLAs with business users and consistently monitored and met agreed resolution and response times
- Innovated Request for Information (RFI) for EMV and EFT solution
- Played a key role in formulating the Smart Card EMV strategy, and in vendor evaluation and due diligence processes
Head of Help Desk and Support Services Group 2000–2001
Supervised team of 15 developers, DBAs, and software engineers who provided front-line and first-level technical support for all NBD systems and IT infrastructure for 1200+ users distributed in head office and 30 branches. Oversaw day-to-day aspects of the Help Desk, which included coaching, organizing, planning, and staffing operations.
Notable Achievements:
- Significantly enhanced procurement and asset management processes by effectively leading the software and hardware procurement
- Played an outstanding role during the massive rollout of branch tellers in a very aggressive timeline
- Improved call resolution rates by effectively managing the selection and implementation of Remedy Help Desk
Analyst Programmer 1998–1999
Served as a significant member of Trade Finance Project, thus responsible for data migration and application customization.
Notable Achievement:
- Rendered first-level application support and Y2K compliance testing for various cards’ systems, HRM system, and trade finance systems
PRIOR WORK EXPERIENCE
NETWORK SUPERVISOR
Emirates Telecommunication Corporation–Etisalat, Dubai, UAE: 1997–1998
APPLE MAC SENIOR APPLICATION DEVELOPMENT SPECIALIST (CONTRACTOR)
Pronet Computer Systems, Dubai, UAE: 1995
SYSTEM ANALYST / DEVELOPER (APPLE MAC)
Information Technology Co., Dubai, UAE: 1992–1995
Computer Applications and Technical Services, Amman, Jordan: 1990–1992
EDUCATION
MASTER OF BUSINESS ADMINISTRATION
University of Bradford School of Management, Bradford, UK: Oct 2003–Mar 2006
Thesis: Aligning IT Strategy with the Business Strategies and the role of Knowledge Management and Business Intelligence in obtaining sustainable competitive advantage
BACHELOR OF SCIENCE IN COMPUTER SCIENCE
University of Jordan, Amman, Jordan: 1990
PROFESSIONAL TRAINING & CERTIFICATIONS
ITIL Expert Certificate (V3) 2009
Certified ScrumMaster (CSM) 2008
Project Management Professional Certificate (PMP) 2007
ITIL Manager’s Certificate (V2) 2005
PRINCE2 Certificate in Project Management, APM Group, OGC 2003
ITIL Foundation V3 (Train the Trainer Program) 2010
ITIL Service Manager Bridge (V2 to V3) 2009
Certified ScrumMaster Training 2008
Microsoft EPM Implementation 2005
ITIL Service Management V2 (Service Support and Service Delivery) 2004
ITIL Foundation V2 2004
7 Habits of Highly Effective People Workshop 2004
PRINCE2 Foundation 2003
Effective Thinking Workshop 2003
Aconite EMV Workshop 2003
Microsoft Project 2002
Service Level Management Workshop 2001
Lotus Domino Designer Fundamentals, Implementing a Domino Infrastructure, and Domino Applications Architecture 2000
Tele-traffic Engineering and Network Planning / Digital Switching Appreciation, ETISALAT 1998
PROFESSIONAL AFFILIATIONS
PMI | Scrum Alliance | itSMF-USA
TECHNICAL PROFICIENCY
OPERATING SYSTEM: Windows and Macintosh
SOFTWARE / TECHNOLOGIES: MS Office Suite, MS Visio, MS Projects, OmniPlan, JIRA, Innotas, SOA and Web Technologies
PROGRAMMING LANGUAGES: Basic, MPW Pascal, FORTRAN, Cobol, C, SQL, Oracle, Ingress, FoxPro, MS Access, 4th Dimension (4D)
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