Danielle Sutton Email & Phone Number

Responsibilities:• Serve as a resource and strategic partner for Customer Operations and external departments.• Manage day-to-day operations and development plans for both Sr. and Jr. Business Analyst.• Provide oversight of professional development of analyst through development plans.•Identify and quantify quality issues and assist in the development of plans to address performance issues, including hiring and firing of analyst.• Complete annual performance reviews of analyst.• Present Executive Summaries to Senior Leadership.• Manage projects through the SDLC, utilizing Agile (SCRUM) and Waterfall methodologies.• Work with SMEs to develop business rules that support enrollment.• Demonstrate strong analytical thinking to resolve complex issues.• Coordinate and manage external audits and results.• Support the creation and maintenance of policies and procedures.

Achievements:• Successfully completed 3 renovation/flipping projects.Responsibilities:• Research possible housing projects to determine profitability.• Manage contractors during renovation projects.• Analyze cost and prepare expense projections.• Prepare property evaluations.

Achievements:• Successfully completed the LEADER and Trip Optimizer Deployment Project.Responsibilities:• Manage a medium size team of field technicians in deployment of Energy Management (EM) Systems.• Complete annual performance reviews of team members.• Manage and track large numbers of on-board data configurations required for successful operation of EM Systems.• Identify improvements to existing data processes.• Lab test configuration changes using train simulators.• Field test configuration changes in an on-train environment.• Work with vendors in the building, testing, and implementation of topology changes.

Responsibilities:• Provide remote support for Energy Management/PTC operations in the field.• Work closely with NSS and Mechanical Helpdesk in support of Energy Management/PTC operations.• Maintain awareness of Energy Management/PTC system behaviors and escalate issues if necessary.• Work with IT to build various system status reports and dashboards.

Responsibilities:• Identify opportunities for process improvement.• Support and design complex custom reports.• Run ad hoc reports as requested.• Manage internal SharePoint and external On-boarding websites.• Provide technical support for department.

Responsibilities:• Provide tier II technical support to users remotely and locally.• Install and test software, scanners, printers, and other peripherals.• Perform system upgrades including backing up and restoring user data.• Assist with deployment of systems to new hires.• Provide project support as requested.• Primary support for enterprise conferencing solutions (WebEx and Live Meeting).• Primary support for WorkSite/FileSite installation and troubleshooting.

Responsibilities:• Provide tier II technical support to 1000 users remotely and locally.• Install, configure, upgrade, and repair desktop/laptop computers.• Install and test software, scanners, printers, and other peripherals.• Perform system upgrades including backing up and restoring user data.• Assist with deployment of systems to new hires.• Provide project support as requested.

Achievements:• Successfully completed the NOMAD email migration Project.Responsibilities:• Manage System Administrators locally as well as Enhanced System Administrators located remotely.• Liaison between upper management and system administrators, providing policy updates, procedure changes, and training of new hires.• Hold daily and weekly staff meetings.• Dispatch metric driven support tickets to team via Remedy ticketing system.• Monitor support ques to ensure ticket completion within allotted time.• Prepare a monthly reconciliation of support tickets.• Create implementation plans for contracted projects handled by desktop team.

Achievements:• Successfully completed sitewide Subnetting Project.• Participated in the NOMAD email migration Project.• Promoted to Desktop Lead.Responsibilities:• Provide tier II technical and training support to users remotely and locally.• Install, configure, upgrade, and repair desktop/laptop computers.• Install and test software, scanners, printers, and other peripherals.• Perform customer data transfers.• Configured systems for new subnet across a domain.• Configured systems for new email system, including migration of current email.