Contract Project Manager managing projects across multiple client applications using the full SDLC.Currently delivering projects for the Strategy and Change team within Service Delivery.Successfully delivered: - Startup/Initiation and Procurement for Voice of Client (Heartbeat) Project (Dec 2017 to Sep 2018)- Simplification Integration IIB/DataPower Services (Dec 2015 to Dec 2017)- Social Housing Curam Release (Dec 2013 to Nov 2015)- Tuituia Release 1 and Release 2 (May to Nov 2013)- Gateway Extension (May to Nov 2013)- RecruitMe (Dec to Apr 2013)- Annual General Adjustment (AGA) for CMS/COS (Feb to March 2013)- Client Applications Release 14 (Nov to Mar 2013)- Client Applications Phase 2 of the Welfare Reform Programme (Apr to Nov 2012)

Consulting work including:- Project Management- Delivering Business Change- CRM system implementation- CRM data migration, validation and testing- Website rework/integration with other systems- Infrastructure support

Heavy involvement in raising the 7C Alliance business profile through effective use of Social Media to enhance client engagement, raise awareness and facilitate knowledge collaboration. Engaged to develop and enhance both external online networks and market the benefits of paid membership of the 7C Alliance. Have completed a number of initiatives in order to raise the business profile, including running a workshop, blogging and creating industry focused discussions in an online community. Identified potential new members and have encouraged participation in the external online community and at regular networking events. Provided marketing advice and support to contractors on ways to better market their capability.Key Outcomes Delivered:• Use of Web 2.0 social media technology such as websites, blogs and LinkedIn to effectively promote the business, facilitate client engagement, raise awareness and allow knowledge facilitation and collaboration. Manager and Knowledge Facilitator of three LinkedIn discussion groups• Engagement of new association members in line with operating objectives• Business Process Mapping of Contractor Health Check Calls process followed by re-engineering of Contractor Health Check Call process into To Be process• Creation of project brief, structure, overview and templates via MS tools• Preparation, presentation and blog of workshop detailing ‘Top 5 Challenges for Contractors’• Analysing requirements for a system that will align skills and knowledge of the member-base with the market as well as establishing and managing administration of the project (i.e. project management office)Project methodology used was PRINCE2.

Completed rollout of new Client Relationship Management (CRM) database system followed by ongoing management and maintenance of the system’s performance and integration with other hardware and software.Key Responsibilities• Met user needs through FileMaker Pro 9 CRM design, customisation and administration• Kept system documentation up to date• Safeguarded system security and verified data integrity• Provided CRM system support and training• Managed system servers and created detailed system reports• Provided day to day desktop support, including client facing and remote supportKey Achievements• Reduced disruption to business by introducing change management processes designed to ensure all changes were prioritised, planned and clearly communicated to staff• Documented detailed system information onto an internal wiki site to manage ongoing technical documentation updates and to facilitate knowledge sharing between technical staff• Identified access controls needed to increase security and prohibit unauthorised and inappropriate access to the CRM database• Reduced length of time required to learn CRM system by improving User Interface and providing rapid support to users• Addressed lack of IT knowledge held by junior IT staff through mentoring, support and training.

Performed dual roles:Key Responsibilities• Gathered, documented and prioritised system requirements• Tendered for system proposals• Managed relationships with key internal stakeholders and coordinated external development team• Coordinated internal project communications • Ran in-house User Acceptance Testing (UAT)• Developed appropriate training materials and delivered training to 60+ staff on the CRM system• Migrated data and deployed new system on existing hardware platforms • Provided post-implementation supportAdditional Responsibilities• Co-managed Request for Tender to purchase new telephony system for the contact centre• Principally responsible for co-ordinating integration of online web database with the FileMaker CRM system• Key member of a team charged with setting up a mobile phone text based smoking cessation serviceKey Achievements• Nurtured a strong working relationship with developers to ensure system requirements were clearly understood, carried out to specification and completed within agreed timeframes• Prevented project uncertainty by clearly communicating project updates and involving senior management in the decision making process• Controlled escalating costs through in-house training, internal UAT and best use of existing hardware. In-house approach built strong internal relationships and identified system champions leading to improved user satisfaction• Improved staff confidence in new CRM system by providing excellent user support• Implemented recommendation for new telephony system to considerably increase contact centre functionality and performance• Increased limited portfolio of services significantly through integration of CRM system with web database and mobile phone based cessation service.

Responsibilities increased to include ongoing FileMaker Pro 6 CRM development, vendor liaison and telephony system support.Key Responsibilities• FileMaker Pro 6 CRM system and ongoing development • Telephony system support and reporting• External vendor relationships (technical lead)• Hardware/software support and staff training• Second in charge of support teamKey Achievements• Substantially reduced complexity of FileMaker Pro 6 CRM database by streamlining user interface, simplifying data extraction and use of script customisation to reduce letter templates • Administered Nortel BCM telephony system; implemented data meshing in response to lack of reporting functionality; increased system functionality and stability by resolving technical bugs • Developed excellent vendor relationships raising quality of previously poor support• Administered contact centre’s quality assurance database making considerable savings by removing contractor involvement• Delivered CRM database and telephony training to raise staff IT aptitude• Addressed lack of disaster planning by providing disaster recovery recommendations to ensure business continuity.