Susan Thomas, Itil ® Email & Phone Number

Silicon Valley, Ca, Us

Silicon Valley, Ca, Us

Us

Dallas, Texas, Us

Managed various Information Systems initiatives budgeted near $6M; obtained budget approvals and tracked budget, assessed statement of work, elicited requirements, created roadmaps, conducted acceptance testing, oversaw the development of training material - written, in class and training videos, prioritized and streamlined backlogs, identified and mitigated risk.• Identity Management System Integration, $6M+; coordinated training for large employee base – 40,000+ employees• ITIL based Service Management, 600+FTEs, Operational cost: $1.7M+; coordinated training for entire IS department• LEAN workflow optimization, 400+ FTEs, Labor Cost: $1M+• Active Directory Integration & Migration, $3M+• Network IP Conflict Resolution across merged enterprises• Internet Filtering Integration across merged enterprises

Dallas, Texas, Us

Supported the PMO organization with continuous improvements around governance process and metrics reporting. Established trust and partnership with various LOBs and acted as a change champion.

Intrinsic creative talent;offer a keen eye for print and digital layouts. Completed high-impact graphic projects including brochures, fliers, business cards, greeting cards, album designs, CD covers and packaging. Exceptionally well organized. Resourceful in managing multiple projects at a time and maintaining details of daily work load. • Advanced experience in Adobe Photoshop and Adobe Premiere.• Coordinate portrait session and prints (sales, photography, online proofing, high-level retouching, print specifications, delivery)• Design and create ad layouts (development of ad design/layout, resizing, textual and graphic changes)• Distribute Ad Materials (coordinate/ship ad materials to end user, maintain electronic network files, manage proofing process)• Provide conceptual designs • Apply color-correction, flaw-reduction, and general photo enhancements

Basking Ridge, Nj, Us

Provided disaster recovery support for DMS100, DMS 10, GTD5, 5ESS, Packet Switch; provided support for business customers including AIS, PRI, CENTREX, CUSTOPAK; Managed trouble ticket queues, troubleshooting and/or escalating as necessary for timely response. Organized and coordinated problem management process using root cause analysis for issues that stemmed from the translations department. Maintained ISO requirements per quarter to deliver operational support requirements; updated knowledge management database.Received Verizon Departmental Recognition Award, 2008.Recognized as a Verizon Excellence Award finalist in 2004 and nominee in 2005 and 2006.

Basking Ridge, Nj, Us

Provided support for field technicians, translations group, LSAC, and Operator Services, including nationwide, international, and governmental site support for DMS100 / SL100 / SL-1 switches.Joined Applications Development team and automated several processes using VB, VBScript, Perl, TCL, Expect, C, WSH, KSH and HTML to enhance quality or efficiency of customer support and product.Received Individual Excellence (2002) and Department Excellence (2003) awards.