Susan is a professional with a background in technology, business administration, project management, and process improvement. She has experience in both Higher Education and Corporate , and has held a wide variety of positions from Project Manager and Process Improvement Manager, to management for IT Operations, IT Infrastructure, Database, Networking, and Security group manager.
Susan’s primary area of expertise is in the area of business development and process improvement. Some of her legacy changes at SU include the early development and introduction of formal change management, which is still in effect today; root-cause-analysis process creation; establishing strategic planning methodologies; establishing group charter and operating procedures; selection and enterprise implementation of project and portfolio management software; and development and rollout of a campus wide software applications from the ground up.
Prior to SU, Susan worked at Carrier Corporation both as IT Manager for global service delivery, and Project Manager for initiatives spanning across Carrier’s North American operations. As a global 24x7x365 Help Desk manager, she provided leadership for a world-class multi-tier support structure with global Single Point of Contact (SPOC) for a common customer incident service center. She also worked as a member on a team that proactively investigated IT processes across North America, and recommended and managed programs aimed at reducing complexity and support costs. This initiative resulted in a savings of about $1.1M annually in costs for North American IT support.
Some of Susan’s interests include utilizing industry standard best practice process improvements for increasing quality, efficiency, and organizational consistency, and in “telling the stories” associated with process improvement through metrics.
Susan has held the position of President for multiple terms in Toastmasters, earning President’s Distinguished for the club each year while in the position - the highest achievement status available within Toastmasters International. She also held the district position of Area Governor, achieving 'Distinguished Area' by leading the clubs in the area to success. Susan holds Advanced Communicator Bronze, and Advanced Leader Bronze within the Toastmasters International organization
Susan holds degrees in Business Administration and Computer Science, where she was bestowed with the President's Computer Science Honor Award.