Summary
Overview
Work history
Education
Skills
Timeline
Generic

NICOLE PALMER

IT Project Manager
Bilston,West Midlands

Summary

Motivated Project Manager 10 years of experience controlling all stages of projects from inception through monitoring and closing, exceeding expectations, with experience in delivering large-scale IT projects across multiple NHS environments. Brings accountable leadership of project teams with solid understanding of technical and IT systems. Delivers on project goals within time, budget and quality constraints. impressive track record in collaborative, cross-functional teamwork within high-pressure environments. Adept at project planning and managing multiple accounts at once.

Overview

24
24
years of professional experience

Work history

Account and Project Manager

Black Pear Software
04.2021 - 01.2024
  • Maintaining strong relationships and being the primary point of contact for North Tyneside, Greater Manchester, Bristol North Somerset South Gloucestershire ICBs stakeholders of Black Pear Core Care Plans, and other products for third party clients.
  • Delivering within 8 months the Black Pear Core Care Plans service to Bristol North Somerset South Gloucestershire ICB. This covered 77 GP practices, 2 Hospices, 2 Trusts and 1 Community Nursing provider.
  • Liaising between internal teams and customer stakeholders to implement and deploy Black Pear products.
  • Monitor and produce usage graphical reports for clients
  • Ensuring contract deliverables are completed within agreed timeframes
  • Leading/organising team members for major tenders for re-procurement

IT Project Manager

University Hospitals Birmingham
09.2017 - 04.2021
  • Managing and facilitating medium to large IT projects, ranging from new system installations, application development or integrating existing systems
  • Currently undertaking the rollout of Windows 10 across the Trust (circa 17,000 devices) by liaising with and supporting departments with the physical upgrade to Windows 10
  • Also being the main point of contact for stakeholders and suppliers
  • Delivered an in-house developed radiotherapy treatment application (PROPEL) that is currently being used by 17 Trusts nationwide
  • Liaised with each Trust to undertake the migration of their existing databases into the new application
  • Delivering within 4 months a large department move into a new building (circa 150 people)
  • Liaising and working with other teams within the IT department and across the Trust to deliver projects
  • Working with technical teams to facilitate delivery of the Windows 10 project across 4 main hospital sites
  • Providing feedback for necessary changes to be made to allow for staff to work effectively
  • Documented user stories in Azure TFS and worked with the development team and actively took part in daily scrums during the development phase for Propel
  • Developed a full end to end data flow model for the implementation of a new Pharmacy homecare application
  • Creating user acceptance test scripts and facilitating user acceptance testing for the Propel and Pharmacy homecare application.

IT Programme Support Officer

University Hospitals Birmingham
10.2014 - 09.2017
  • Provided support to the IT Programme Delivery manager and the IT Projects Team in the programmes that were underway
  • Organising and minute taking for project and programme meetings, placing and receipting project and departmental orders on Sage
  • Using ASTA PoweProject to keep project plans and risks and issues up to date
  • Line management of other IT project officers
  • Facilitating project process changes by the Programme delivery manager and senior IT project managers
  • Produce regular weekly highlight reports for the Project Team outlining:
  • Progress of key change management, communications and benefits tasks against pre-set targets and standards
  • Proposed remedial action in tasks where deadlines are unlikely to be met
  • Identification of risks to the overall success of the Project, and counter-measures that will minimise risks
  • Produce reports on confidential information regarding evaluation of staff progression, as well as keeping documentation to a high standard in accordance with policies and procedures
  • Lead communication of timelines, status updates and potential risks to the project team
  • Partner with internal teams to identify issues early and suggest workable solutions

Applications Systems Support Officer

University Hospitals Birmingham
03.2012 - 10.2014
  • Provided second line support for the main Patient Administration System (iPM) and other Patient Applications and provided first line support to the Trust's patient website service Myhealth@QEHB
  • This involved responding to email enquiries and system issues that the patients encounter
  • The position also involved participating in the testing phase of projects to ensure that the new system works correctly.

Hospital Project Support Officer

New, University Hospitals Birmingham
07.2009 - 03.2012
  • Provided project support to the ICT Service Delivery Manager during the commissioning of the new Queen Elizabeth Hospital Birmingham
  • This included creating, updating and modifying project plans, organising formal project correspondence, arranging and minuting minutes between third party supplies and the Trust, raising purchase orders through TETRA, organising internal moves of departments and liaising with other teams involved with the new hospital project.

PA

Older People's Services, Walsall Council
Walsall
01.2008 - 06.2009
  • Arranging and minuting meetings internally and with external service providers, responding to service user complaints, diary management for the Acting Head of Older Peoples Services, creating and receipting orders using ORACLE and providing administrative support to the wider senior team in the department
  • Between September 2006 and December 2007 I was studying for my Masters Degree

Call Taker

Toshiba Electronic Imaging Solutions
Walsall
03.2006 - 08.2006
  • A nationwide service provider for repairs and consumable orders for Toshiba photocopiers, printers and fax machines
  • Reporting to the Call Centre Manager, responsibilities include booking and faxing engineer calls for clients and outside dealers and booking consumable orders for clients.

Customer Service Advisor

ServicePower
Walsall
01.2005 - 01.2006
  • A nationwide engineer repair and inspection scheduling services firm which uses the proprietary ServicePower system for contracted engineers
  • Reporting to the Director of Operations, responsibilities include resolving engineer invoice queries as well as customer and client enquires and complaints
  • Also arrange repaired item collections and deliveries for customers without an engineer in their area
  • Exceeded expectations as a new hire by working through the evening to allocate nearly 80 jobs to specific contracted engineers in the Bristol area after the company won a new contract three weeks before Christmas
  • Organised and scheduled couriers to successfully deliver and collect faulty and repaired items for 15 customers in the Scotland area.

Administrator

TLS Vehicle Rentals
Wednesbury
01.2005
  • A rental and leasing solutions provider for businesses and individual customers requiring vehicles for the short or medium-term
  • Reporting to the Assistant and Branch Manager, responsibilities included booking and cancelling car and van hires for new customers and existing clients
  • Also carried out filing duties as required
  • Located a required high demand and hard-to-find vehicle for a major client within three days by contacting other branches nationwide, arranging for the vehicle's arrival and overseeing a vehicle exchange to return the hired driver back to base.

Customer Assistant

Marks and Spencer Plc
Walsall
01.2004 - 01.2005
  • Reporting to two Food Section Managers, responsibilities included helping customers around the store whilst resolving enquiries and complaints in person and over the phone
  • Kept stock files up-to-date using bespoke terminals and also operated the till
  • Helped to enhance end-of-week figures by setting up temporary promotion areas for different products when particular products were on promotion.

Sales Assistant

Rosebys Plc
Dudley
01.2000 - 01.2002
  • Reporting to the Assistant and Store Manager, responsibilities included resolving customer enquiries and complaints in person and over the phone
  • Advised on customer purchases and operated the till whilst using the ordering system for bespoke curtains and general item orders.

Education

PRINCE2 Foundation and Practitioner -

MSc - Commendation

Birmingham City University (previously UCE
2007

BSc (Hons - Management

Royal Holloway and Bedford College, University of London
2005

Skills

  • I have extensive experience in establishing, building and maintaining relationships with key stakeholders on projects and initiatives I have worked on throughout my career; by effectively communicating new processes and changes to a wide variety of people that have varying knowledge of IT throughout the NHS organisations I worked in I also have experience in delivering software applications projects (both in-house developed and third party), by collaborating with users, developers and suppliers from initiation through to the close of the project
  • CAPABILITIES
  • Change Management & Project Management
  • Following established change management process for new and existing systems upgrades
  • Experience in following change management in projects
  • Experience in identifying business requirements, particularly in application development
  • Experience of delivering projects on a departmental and cross organisational level
  • Regularly providing documentation to all levels of the department
  • Stakeholder Engagement
  • Establishing user needs and wants and working out how to best deliver the required result
  • Extensive experience in working with staff at all levels of organisations, both clinical and non-clinical
  • Experience in issue resolution between different teams, when technical issues arise
  • Addressing complaints and concerns in a calm, authoritative manner
  • Leadership
  • Organising and delegating workloads to 12 Windows 10 engineers across 4 hospital sites to upgrade PCs and laptops, and being the main point of contact for advice and guidance
  • Contributing ideas to the team to ensure that goals, targets and deadlines are met
  • Communication
  • Communicating ideas confidently on paper, on a one-to-one basis and to small and large audiences
  • Building good relationships with colleagues and external parties in person and over the phone with a friendly and approachable manner and a willingness to resolve any problems as soon as they arise
  • Experience of converting complex information into easy to understand documents, tailored to the audience needs
  • Using standard office software including Outlook, MS Word, MS Visio and Excel as well as project management tools (MS Project and ASTA Powerproject)

Timeline

Account and Project Manager

Black Pear Software
04.2021 - 01.2024

IT Project Manager

University Hospitals Birmingham
09.2017 - 04.2021

IT Programme Support Officer

University Hospitals Birmingham
10.2014 - 09.2017

Applications Systems Support Officer

University Hospitals Birmingham
03.2012 - 10.2014

Hospital Project Support Officer

New, University Hospitals Birmingham
07.2009 - 03.2012

PA

Older People's Services, Walsall Council
01.2008 - 06.2009

Call Taker

Toshiba Electronic Imaging Solutions
03.2006 - 08.2006

Customer Service Advisor

ServicePower
01.2005 - 01.2006

Administrator

TLS Vehicle Rentals
01.2005

Customer Assistant

Marks and Spencer Plc
01.2004 - 01.2005

Sales Assistant

Rosebys Plc
01.2000 - 01.2002

PRINCE2 Foundation and Practitioner -

MSc - Commendation

Birmingham City University (previously UCE

BSc (Hons - Management

Royal Holloway and Bedford College, University of London

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NICOLE PALMERIT Project Manager