Summary
Overview
Work History
Education
Skills
Major Projects Managed
Certification
Interests
Timeline
MERRILL CORREIA

MERRILL CORREIA

Program Manager

Summary

A versatile, result driven professional with 20+ years of diverse experience inspiring, and successfully leading cross functional teams. Responsible decision-maker; astute organizer, and team player with an established record of success in agile program & project execution methodologies and service management, with a key focus on customer success.

Overview

19
19
years of professional experience
7
7
years of post-secondary education
5
5
Certifications

Work History

Program Delivery Manager

e& Enterprise IOT & AI DWC LLC Etisalat
DUBAI
03.2022 - 08.2023
  • IoT Smart Metering (AMI) program with a TCV of AED 165 million, ensuring effective end-to-end program delivery and post implementation support management
  • Project Management: Detailed project work plan and tasks leading project teams and agile management
  • Established milestones and objectives based on input from functional areas and stakeholders.
  • Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
  • PMO Process Management: Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Risk Review & Analysis: Identified program obstacles and communicated possible impacts to team.
  • Communication: Responsible for regular and timely updates to internal and external stakeholders
  • Budgeting: Project Budget and milestones, ensuring project is completed consistent with deadline, budget, scope and overall goals
  • Team Management : Lead and direct internal resources consistent with project goals and objectives
  • Executive Reporting : Provide senior management team with extensive reports and dashboards to ensure commitments towards program deliverables
  • Resource Management: organization of direct staffing and outsource resources as necessary for implementation of objectives associated with AMI implementation; Coached team members on productivity strategies to accomplish challenging goals.
  • Process Flow: Prepare and manage detailed post implementation support process flows and ensure adherence to same from all stakeholders to achieve contractual SLA's and exceed customer expectation.


Program Manager

Consultant | Private Schools Project
Dubai
07.2021 - 02.2022
  • Project assignment for reputed Private School in Dubai operating for over 50 years in providing best solutions for hybrid learning and complete return to school project plan post pandemic with successful implementation end to end.
  • Educational Institutes: goal of commencing in-person school activities within guideline's recommended by all competent regulatory authorities (KHDA, DHA, Dubai Municipality, Dubai Police)
  • Project Management Development; Understood operational concerns by working with senior team members and directors.
  • Management Review: Collaborated with leadership team to set priorities based on business needs, resource capacity and risk exposure.
  • Risk Management; Assess, develop and implement policies and procedures related to Health & Safety and Risk Management.
  • IT Infrastructure Development ; Provide consulting services/ recommendations on upgrade of internal IT infrastructure and related Service Management.
  • E-Learning Solutions; Propose & implement cutting-edge & cost-effective tech to enhance distance learning experience for students & staff.
  • Leveraged project management processes and tools to define and execute projects.
  • Facilitated workshops and conducted one-on-one training to educate team members.

Service Delivery Manager

EMIRCOM LLC
DUBAI
04.2013 - 06.2021
  • Led the Service Delivery Team of 40+ professionals of project managers, technical resources & 24/7 NOC
  • Project Portfolio Management: Actively managed project portfolio from pre-qualification, costing professional services, resource management and management updates
  • Customer Success (CX) : As Customer Success Manager, managed key accounts ensuring success plans are in place, identifying adoption barriers, planning and rolling out product accelerator sessions and overall alignment with customers goals, ensuring outstanding customer experience
  • Customer Lifecycle Management : Team lead on key accounts throughout the Sales, Post-Sale & Operations cycle, closely driving new business by utilizing professional services capabilities
  • Pre-sales, Implementation, Post-Sales Support & Managed Services , ensuring end-to-end delivery of programs, projects, professional service engagements & maintenance contracts, to meet and exceed the customer's expectations
  • Standard Operating Procedures & Policy's - ISO standards (9001, 14001, 18001): Creation, maintenance & streamlining of SOPs for SD BU; systematic review of performance & cost optimization
  • ITSM (ITIL based): Provide support services by communicating with all stake holders to elicit business requirement for support services, defining & enforcing Service Design, ensuring that service delivery is of quality standard and consistent with industry-wide best practices
  • Vendor Collaboration : Cisco, Palo Alto, Fortinet, F5, Juniper, Fire eye, Dell EMC, VMWare, Software AG & APC
  • Team Management & Development: Handled day-to-day personnel tasks and performance coaching, disciplinary action and KPI's
  • Accelerated the team professional & technical growth through training & mentoring, thus ensuring focus on achieving high customer satisfaction
  • Vendor Management: Actively participated in vendor management to ensure organization alignment with current go to market strategies
  • NOC Management: Managed Operations for 24/7 NOC support services, in UAE and MENA region, ensuring strict adherence to customer SLA's
  • P&L Management: Managed the SD BU P&L; attention to timely invoicing & receivables collections
  • Key Company Initiatives: Strategized company initiatives to identify gaps in processes and worked to iterate & improve upon them
  • Collaborated with Marketing to understand success stories, with Pre-Sales to shape roadmap of service offerings, and with Human Resources to develop companies' best practices.
  • Portfolio cover project delivery focusing on implementation of Network, Security, Collaboration, Cloud, IoT, DC build and its post implementation support & operation

Project Manager

EMIRCOM LLC
01.2008 - 03.2013
  • Led project teams, analyzed project feasibility to evaluate project goals, budget & client design demands on varied project parameters including risks & mitigation procedures
  • Oversaw project budgeting, scheduling, and planning as well as handled risk analysis & resources
  • Ensured all stakeholders aligned with project deliverables and timelines
  • Liaison between clients' and technical staff at every implementation stage
  • Provided extensive reports, post-implementation documentation, hand over, and on-going maintenance procedures to ensure commitments towards project deliverables
  • Received "Customer Satisfaction Champion of Year" awards.

Engineer IT Team Lead

WESTCON MIDDLEEAST | ONLINE DISTRIBUTION LTD
DUBAI
09.2004 - 01.2008
  • Led project teams, analyzed project feasibility to evaluate project goals, budget & client design demands on varied project parameters including risks & mitigation procedures.
  • Oversaw project budgeting, scheduling, and planning as well as handled risk analysis & resources. Ensured all stakeholders aligned with project deliverables and timelines.
  • Liaison between clients' and technical staff at every implementation stage.
  • Provided extensive reports, post-implementation documentation, hand over, and on-going maintenance procedures to ensure commitments towards project deliverables.
  • Received "Customer Satisfaction Champion of the Year" award and Top Performer award for outstanding performance & overachieving on set KPI's.

Education

MBA - Specialization in Operations & Quality Management

University of Wollongong, Dubai. U.A.E.
09.2014 - 06.2017

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

Karnataka University of Dharwad, Belgaum, India
01.1997 - 04.2001

Skills

    Project Management

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Major Projects Managed

Water Authority (Etihad W&E) | Abu Dhabi Education Council (ADEC) | Dubai Airports | Dubai Electronic Security Centre - PKI | Dubai Islamic Bank | Emirates Airlines | Etisalat | Flydubai - SDN | Majid Al Futtaim | Meeras | Ministry of Education | Ministry of Health | Ministry of Human Resources and Emiratization (MOHRE) | Noor Bank | PwC | Siemens

Certification

PMI Member and Certified Project Management Professional (PMP)

Interests

Gen Coordinator for Families – AVOSA Apostolic Vicariate of Southern Arabia The above role works towards the growth, development and pastoral support for families within the Catholic Churches of UAE & Oman A strong focus on Families with People / Children of Determination, Senior and Marriage welfare

Family Cultural Festival Event – Event Manager for the Family Festival held at St Mary's Catholic Church, Dubai for over 200,000 members Planned and coordinated Program flow, stage performances & stage build

Timeline

Program Delivery Manager - e& Enterprise IOT & AI DWC LLC Etisalat
03.2022 - 08.2023
Program Manager - Consultant | Private Schools Project
07.2021 - 02.2022
Cisco Certified Customer Success Manager (Cisco 820-605)
02-2020
Trained Risk Management Professional (RMP)
12-2019
Business Analytics for Leaders - IMD, Switzerland (2019)
10-2019
University of Wollongong - MBA, Specialization in Operations & Quality Management
09.2014 - 06.2017
IOHS Trained and Certified
06-2014

PMI Member and Certified Project Management Professional (PMP)

12-2013
Service Delivery Manager - EMIRCOM LLC
04.2013 - 06.2021
Project Manager - EMIRCOM LLC
01.2008 - 03.2013
Engineer IT Team Lead - WESTCON MIDDLEEAST | ONLINE DISTRIBUTION LTD
09.2004 - 01.2008
Karnataka University of Dharwad - Bachelor of Engineering , Electrical, Electronics And Communications Engineering
01.1997 - 04.2001

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MERRILL CORREIAProgram Manager