Diane Miller-Hall
Spanish Town,St. Catherine
Summary
Talented senior professional with advanced level experience in project/program management, PMO leadership and and customer support. A committed team player with excellent communication skills and a wealth of experience in leading project teams towards achieving successful outcomes. Highly effective at overseeing multiple tasks and employees at once. PMP and Agile certified with a strong track record in applying best practices to project delivery to ensure client satisfaction. Exploring new opportunities to apply my skills and experience in a senior role within a progressive environment for mutual growth and success.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Project Manager
FreeBalance Inc
01.2021 - Current
- Managed software solutions project implementations for assigned clients in the CALA region
- Delivered assigned programs/projects to meet the agreed contractual terms and obligations by controlling project scope, schedule and budget.
- Collaborated with key internal and external stakeholders to determine project requirements and objectives
- Created and executed project work plans as appropriate to meet changing needs and requirements.
- Identified the required resources for project tasks and assigned individual responsibilities
- Served as first point of contact for clients to answer questions and provide status updates to senior officials including the project steering committee.
- Managed sub-contractors and their related project deliverables where applicable.
- Reported to senior management on project performance and escalations and incorporated feedback from executives and other stakeholders to resolve identified issues and concerns.
- Provided mentoring in project management best practices to assigned team members and direct reports.
- Executed performance management responsibilities for direct reports
Consultant Project Manager
GraceKennedy Financial Group
01.2020 - 01.2021
- Contracted to lead strategic programme to upgrade and consolidate the financial ERP system utilized by the group subsidiaries by migrating 24 entities to the Oracle Cloud platform
- Managed the second implementation phase of a customized Insurance Broker Management system for a GKFG subsidiary company
- Developed business cases to justify investment in the various initiatives and prioritize among other opportunities
- Collaborated on due diligence processes to establish risk parameters and perform risk assessments
- Forecasted requirements, prepared budgets and scheduled expenditures to meet financial targets
- Created and delivered status reports and identified pending action items for resolution
- Coordinated project timelines, meeting agendas and next steps to move web-based applications for enhancing e-Government and Trade Facilitation in Jamaica
- Successfully managed GRP software upgrade projects for the Governments of Antigua & Barbuda and the Republic of Guyana.
Vice President, Project Management & Customer Support
Fujitsu Caribbean
07.2015 - 07.2019
- Responsible for creating and executing strategic plans for Project Management, Service Account Management (SAM) and Customer Services departments to ensure the consistent and efficient delivery of service to Fujitsu's clients across the Caribbean
- Provided oversight for the day to day operations of the regional PMO, Service Desk and SAM teams.
- Direct supervision of the three departments including, planning, coordinating and working with other operational departments to identify and implement processes and tools to achieve organizational objectives and targets
- Prepared weekly and monthly reports on performance metrics to the Executive Leadership team for the three operational areas
- Interacting directly with senior level clients to gain insight into their service issues and develop action plans to resolve where necessary
- Provided executive support to the members of each team in the event of customer escalations relating to project or service delivery
- Managed the recruitment and allocation of staffing resources as required for each team to allow for optimal coverage of customer accounts and project assignments
- Designated resources for and supported internal initiatives to meet organizational targets and objectives.
Technical Project Manager
British Council
04.2014 - 05.2015
- Assigned to manage the delivery of a program which included implementing a hybrid MS SharePoint, MS O365 and Single Sign-On solutions for British Council staff of over 10,000 across several locations
- Responsibility for scheduling and monitoring the project activities to ensure delivery to time and budget, and meeting quality criteria as required
- Reviewed and evaluated vendor proposals to ensure that they met the needs of the business, maintaining effective communication of project objectives
- Ensured that project requirements were met and deliverables are achieved as planned, and communications to clients, contractors, etc
- Are clear and understood
- Monitored project progress and managed change by assessing and documenting impact for management approval
- Attend project board meetings to report on progress, issues, budget and presenting recommendations for Project Board decision-making
- Undertake the handover of projects deliverables to customers through effective communication, agreed roles and responsibilities and documented acceptance of deliverables
- Developed project cost estimates and budgets for assigned projects and initiated cost control measures to meet budget targets
- Established project objectives, specifications and schedules to achieve the designated targets
- Assessed expected risks at each project stage and developed response strategies
- Facilitated communication and collaboration between functional departments, technical teams and suppliers to achieve goals.
Head of Project Management
Fujitsu Caribbean
08.2011 - 04.2013
- Managed the operations of Fujitsu Caribbean's regional Project Management Office in accordance with the strategic goals and targets of the business
- Oversight of Fujitsu's portfolio of projects with direct accountability for planning, leading and executing the largest/key projects or programs of high risk and complexity
- Provide governance of scoping, costing, scheduling, communications, tracking, risk management and terms and conditions of all projects/programs in the portfolio
- Directing the development and implementation of appropriate processes, templates and tools for project management practice in accordance with Fujitsu's global best practices
- Managing the demand for project management resources from the business and allocating project assignments accordingly
- Supporting the sales team with pre-sales project planning, scope definition and responding to customer RFPs where required to help close new business
- Providing regular and ad-hoc reports on the PMO operations and the performance of projects/programs within the portfolio to the executive management team.
Project Manager
Fujitsu Caribbean
03.2011 - 07.2011
- Leading and coordinating activities for planning, execution and monitoring of projects for delivery of implementation services for IT infrastructure solutions to Fujitsu clients
- Managing medium to high complexity projects ensuring that scope, schedule and cost are aligned with contractual obligations and clients' expectations
- Creation and maintenance of project plans and schedules for assigned projects
- Creation and maintenance of project documentation as specified in the project plan, such as Issues logs, Risk registers, etc
- For all assigned projects
- Generating regular project reports as per prescribed schedule, as well as periodic performance reports as needed for all assigned projects
- Creation and maintenance of meeting minutes and Action logs for all projects assigned
- Coordination and maintenance of an effective communication plan with the project team and the customer
- Providing day to day direction to the project team and regular project status to the customer
- Assist in the determination of PM methods and procedures to improve the operation of the PMO.
Manager, E-Government Systems/Special Projects
Fiscal Services Ltd. (now e-Gov Jamaica)
01.2004 - 02.2011
- Led a program to implement systems for enhancing Trade Facilitation across multiple government ministries and agencies
- Spear-headed activities for marketing/promotion of custom-built software solutions to government and public sector agencies locally and regionally
- Coordinating assigned software development projects through all stages of the SDLC from business analysis, development and installation as well as post-implementation support
- Managed the creation and maintenance of project-related documentation including project charters, schedules and reports
- Provided timely and effective end-user support for implemented systems
- Worked with stakeholders to ensure efficient coordination of implementation of new systems and introduction of new automated systems in the user environment
- Liaised with Quality Assurance dept to track and resolve discrepancies identified for internal testing and UAT
- Interviewed and selected new staff for developer and business analyst roles on the project team.
Education
MASTER OF SCIENCE - MANAGEMENT INFORMATION SYSTEMS
University of The West Indies
Kingston, JamaicaBACHELOR OF SCIENCE - MANAGEMENT STUDIES
University of The West Indies
Kingston, JamaicaSkills
- Project Planning
- Team Leadership
- PMO Management
- Strategic Planning
- Stakeholder Management
- Documentation and Reporting
- Client Relationship Management
- Work Planning and Prioritization
- Staff Management
- Cross-Functional Communication
- MS Office
- Google Suite
Certification
- PMI Project Management Professional (PMP)
- Prince2 Practitioner
- Scrum Master Certified in Agile Project Management (SMC)
- ITIL V3 Foundation in IT Service Management
Accomplishments
- Led the development and growth of the regional Project Management Office within Fujitsu Caribbean. Defined standards and processes for the delivery of project management services, recruited and supervised project office team members to establish a structured operational PMO which was twice awarded PM organization of the year in Jamaica.
- Delivered IT infrastructure projects for several clients in the private and public sectors.
- Managed strategic project to launch Fujitsu's Cloud/IaaS. This involved the upgrade of data centre infrastructure to provide private cloud and managed services solutions to Fujitsu clients, and migrating the first client's systems to the cloud.
- Led software development projects for the implementation of web-based applications for the Trade Board, Ministry of Agriculture and Ministry of Health to enhance e-Government in Jamaica
- Successfully delivered projects for GRP system software upgrade for the Governments of Antigua & Barbuda and the Republic of Guyana.
Affiliations
Member of Project Management Institute (PMI) since 2009.
References
Available upon request.
Timeline
Senior Project Manager
FreeBalance Inc
01.2021 - Current
Consultant Project Manager
GraceKennedy Financial Group
01.2020 - 01.2021
Vice President, Project Management & Customer Support
Fujitsu Caribbean
07.2015 - 07.2019
Technical Project Manager
British Council
04.2014 - 05.2015
Head of Project Management
Fujitsu Caribbean
08.2011 - 04.2013
Project Manager
Fujitsu Caribbean
03.2011 - 07.2011
Manager, E-Government Systems/Special Projects
Fiscal Services Ltd. (now e-Gov Jamaica)
01.2004 - 02.2011
MASTER OF SCIENCE - MANAGEMENT INFORMATION SYSTEMS
University of The West Indies
BACHELOR OF SCIENCE - MANAGEMENT STUDIES
University of The West Indies
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