MICHELLE HAMA, PMP

Atlantic Beach, New York 11509 (516) 698-7987 m.hama.pmp@gmail.com

SUMMARY
Results-oriented professional with diverse background in Project Management, Business Continuity Planning/Disaster
Recovery, Service Delivery and Trade Surveillance. Strategic and creative thinker with effective communication and writing
skills. Analytical and organized with the demonstrated ability to identify needs, make recommendations and implement
effective solutions. Highly adaptable and able to grasp and apply new information.

PROFESSIONAL EXPERIENCE
ALLBORO WATER & SEWER Brooklyn, New York September, 2013 Present
Consultant
Review administrative operating model and provide alternatives and/or solutions. Implement enhanced procedures for
creation/retention of client data. Automate manual processes and rote tasks. Document all changes/enhancements and
facilitate practical application. Train office staff to ensure efficient and effective transition to new operating model.

FITCH RATINGS New York, NY April August, 2013
Consultant
Analyzed trading accounts of employees to assure compliance with regulatory and firm policies. Investigated irregularities
and tracked status. Reported on breaches and exceptions. Followed up with employees to ensure remediation. Monitored
employee holdings and outside business activities.

US ADJUSTING SE Odessa, FL November, 2012 February, 2013
Consultant (Volunteer)
Provided logistical and tactical support to Claims Adjuster team assigned to cover the Long Beach (Long Island) area
affected by Hurricane Sandy. Coordinated site visits and assisted with surveys and data collection. Analyzed information
collected and processed reports to ensure timelier claim submittals and disbursements.

BROOKLYN ANIMAL RESOURCE COALITION (BARC) Brooklyn, NY January - August, 2012
Consultant (Volunteer)
Assisted with event planning and fund raising in an effort to increase donations and heighten awareness. Facilitated
corporate community outreach programs. Identified areas for improvement in day-to-day operations and implemented
enhancements.

MACQUARIE HOLDINGS (USA) INC. New York, NY May, 2009 December, 2011
Consultant
Regulated processing of employee brokerage accounts. Reviewed and processed new account applications, employee
transfers and terminations. Monitored trade activity and holdings. Investigated and reported any transaction found to be
non-compliant with regulatory or Firm guidelines. Tracked exceptions for monthly reporting to management. Ensured
remediation of all policy breaches. Collaborated with business units to advocate adherence to Firm guidelines. Worked
with Compliance Technology in development, UAT and implementations of the Embargo Self-Clearance System and STAR
(proprietary application). Provided post implementation support for the Embargo Self Clearance System. Compiled and
maintained procedures and operating manuals. Participated in planning and rollout of enhanced Designated Broker
Program. Fostered relationships with E-brokers to establish best practices and improve communication flow.

GOLDMAN SACHS GROUP New York, NY 1987-2008
Vice President Business Continuity Planning Group (2001-2008)
Member of team chartered to launch first Enterprise-wide Business Continuity Program. Performed business impact
analyses to assess risk. Partnered with business groups to develop recovery strategies. Established best practice guidelines
for failover of tier one applications and mission critical environments. Oversaw build out and allocation of 2700 live
recovery seats (500 trading).
Governed all activities related to relocation sites and command centers across the NY/NJ campus. Created test scripts and
support protocols. Fostered relationships at non-firm owned sites to gain cooperation and guarantee quality of service.
Negotiated the acquisition of BCP software licenses and services with vendors. Managed quarterly testing; tracked and
reported on results. Activated recovery sites and command centers during major events/crises. Mobilized cross-
disciplinary teams as necessary.
Continued

MICHELLE HAMA Page 2 m.hama.pmp@gmail.com

Vice President Business Continuity Planning Group (contd)
Met regularly with business leaders to review budgets, seat allocation methodology and status. Established service level
agreements and support requirements to define resources necessary both during peace time (e.g., quarterly testing) and
time of event. Collaborated with Facilities, Security, Core Technology and Development groups to ensure recovery sites
mirrored current operating environments.

Vice President - Equities Business Support Manager (1996-2001)
Oversaw daily operations of six groups (50 staff/contractors) with annual operating budget of $20MM. Delivered time-
sensitive technical support to 3000+ users across three buildings. User population included of Equities Trading Floor (GS),
International Trading Floor (GS), NYSE and AMEX. Provided support of in-house developed, real-time (trading, market data)
and office productivity software. Utilized metrics obtained from call tracking software (Remedy) to identify potential issues,
analyze trends, monitor usage and generate reports to management.

Volunteered to pilot first Automated Call Distribution call system. Call intake increased by 33% (from average of 45 to 60
calls daily). Workload balance and resolution times improved. Championed development of automated feedback system.
Program enabled earlier identification of potential issues, allowed anonymous feedback and provided additional data for
proactive analyses. Both systems became standard for all divisional Help Desks in the Americas. Developed
administration team to increase efficiency in the onboarding process. It also proved to be an extremely effective training
mechanism for new Help Desk hires. Created an Equities focused mobile/remote computing team to augment services of
the Firmwide group. This provided the opportunity to deliver more comprehensive support to the business.

Worked with development and core technology groups to arrange knowledge exchanges, training sessions and promote
team building. Met with business leaders to ensure service level agreements being fulfilled or exceeded. Instrumental in
promoting a more cohesive and structurally aligned global Divisional Services group by instituting staff exchange, work load
balancing and follow-the-sun support model.

System Administrator/LAN Engineer LAN Engineering and Desktop Support (1990-1996)
Designed and implemented network environments for +1500 users in the New York office. Collaborated with regional
counterparts and implemented platform updates and upgrades (domestic and international). Maintained oversight for
development and implementation of LAN management and analysis tools. Enabled proactive LAN management by creating
LAN usage baselines. Leveraged LAN expertise to assist in network trouble-shooting.

Administrator Management Controls/EDP Audit (1987-1990)
Tracked vacation/attendance records. Reviewed T&Es, managed report distribution and assisted in confidential
investigations.

EDUCATION
Project Management Certificate Program
Stonybrook University, Stonybrook, New York
Associate of Applied Science
Suffolk County Community College, Selden, New York

Member of Project Management Institute