Susan is a professional with a background in technology, business administration, project management, and process improvement. She has experience in both Higher Education and the Corporate sector, and has held a wide variety of positions from Project Manager to IT global Help Desk manager, IT Operations Manager, IT Infrastructure Manager, Database Manager, Networking Manager, 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 developing and introducing the first formal change management procedure in Information Technology Services (ITS), which is still in effect today; implementation of a root-cause-analysis process for service outages; working as a team to establish campus strategic planning methodologies; establishing the charter and operating procedures for the ESE council on Diversity and Inclusion; working as part of a team to select and roll out an ITS wide project and portfolio management tool for standardized capture of work and allocation of resources; and development and rollout of a campus wide software application call SAMTOOL for managing Sponsored Award financials, with requirements built 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 led the group to achieve world-class standards through process improvement initiatives including development and implementation of a multi-tier support structure, and global Single Point of Contact (SPOC) for a common customer incident channel. 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 been an active member of Toastmasters International and has held the club position of President for multiple terms, earning President’s Distinguished for the club each year 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.