Portfolio/Program/Project Manager/Service Delivery Manager

AMANI ALAWNEH, MBA, PMP, ITIL EXPERT 375 South End Avenue, Apartment 22E, New York, New York 10280 646.918.7427 347.443.0886 [email protected]

QUALIFICATIONS PROFILE Technically sophisticated, seasoned, and talented professional powered with broa d-based experience in project management and ITIL. Proven competencies in implem enting 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 simul taneous, large-scale, multi-vendor, mission-critical projects within the constra ints of scope, quality, time, and cost. Empowering manager and out-of-the-box th inker with keen expertise in leading, motivating, and coordinating technical tea ms to provide innovative technical solutions and ensure total customer satisfact ion. Detail-oriented with extreme capability to multitask in a fiercely competit ive, 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 hosti ng services. Developed assessment process to evaluate Central 1 readiness for IT IL 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 impro vements. 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 enh ancements in 2009 and 2010 such as Online Credit Limit Increase, Online Payments , Electronic Statements, Card Activation, Card Applications Redesign and Usabili ty Improvements, Enrollment and PIN Change Conceptualized an innovative plan to perform an objective review of Cent ral 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 pro ject managers and business analysts) to develop their competencies and provide t otal customer satisfaction while simultaneously managing projects that involved an average of more than 20 persons. Provided guidance to MDS management to cance l, postpone, or scale back unnecessary or less strategic projects. Built and cul tivated long-term quality relationships with MDS large clients and external vend ors by providing exceptional customer service at all times. Notable Achievements: Headed numerous large-medium scale projects according to PMI framework w ithin cost, scope, and time constraints and in accordance with agreed quality st andards Greatly surpassed departmental financial targets by improving project su ccess rates and customer satisfaction Drove all efforts to develop and implement efficient and effective estim ating and scheduling processes for repeatable online banking website implementat ions 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, cos t, quality, and customer satisfaction Effectively and efficiently managed bulk and customized implementation p rojects for credit unions NATIONAL BANK OF DUBAI ~ DUBAI, UAE: 1998–2005 Project Manager and IT Contributor–Operations, Corporate, and Finance Ensured strict compliance with corporate standards, including departmental proce sses and procedures in managing all project control activities. Assumed full res ponsibility in documentation and acceptance of business requirements, gap analys is, and functional specifications between business users and local as well as in ternational vendors. Pivotal in budget reporting, contract management, project a cquisitions / accounts payable, time recording, risk and issues management.

2005

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 Serv ices Solution Served as a significant contributor in implementing ITIL processes (Serv ice 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 analy sts and programmers) to provide project and support services on a 24/7 basis. Fa cilitated training to team members to increase productivity and minimize depende ncy 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 vendor s; coordinated contract review and closure with legal and risk management. Utili zed SPSS to identify delinquency trends during five years of credit card transac tions. Notable Achievements: Recognized for expertly managing the cards’ projects, software changes, and payments scheme compliance upgrades including specification, development, unit a nd integration testing, UAT, and release management Masterfully led the outsourcing process of “non-core†services to vendors, inclu ding vendor selection, contract negotiation, vendor performance monitoring and r elationship 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 var ious 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 ven dor 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 fron t-line and first-level technical support for all NBD systems and IT infrastructu re for 1200+ users distributed in head office and 30 branches. Oversaw day-to-da y aspects of the Help Desk, which included coaching, organizing, planning, and s taffing operations. Notable Achievements: Significantly enhanced procurement and asset management processes by eff ectively 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 da ta 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 Knowle dge Management and Business Intelligence in obtaining sustainable competitive ad vantage 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 Do mino 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, Ingres

s, FoxPro, MS Access, 4th Dimension (4D)