Susanna Bortone Email & Phone Number

New York

New York, Ny

Manage Fellows staff and daily operations of Junior Achievement's NYC Mobile Finance Park. Finance Park offers middle and high school students a rewarding interactive experience in the realm of financial literacy. Students are taught the importance of education as it relates to 'real life' adult scenarios. * Train the Fellow staff in the delivery of the Finance Park corporate and community volunteer training, as well as the student training. * Efficiently manage the daily operations of Finance Park, ensuring all tasks are completed in a timely fashion, while resolving any conflicts / problems in a professional manner. * Act as liaison for the corporate / community volunteers and teachers, affording the students a rewarding experience. * Provide student, volunteer and teacher support, to ensure a rewarding experience at JA Finance Park.

Greater New York City Area

• Represented JA New York at the NYC Mentoring summit sponsored by NYC Service, a division of the Office of the Mayor, New York City, NY.• Trained 10 - 14 corporate and community adult volunteers daily in the Finance Park program.• Conducted student curriculum training daily, leading an average of 60 - 80 students through the Finance Park activities, which focus on developing students' financial literacy.• Provided student, volunteer and teacher support, to ensure a rewarding experience at JA Finance Park.

Riverview Highschool Nyack Ny

• Provided teaching support in the delivery of special education programs for students with learning disabilities and behavioral issues.• Achieved the successful completion of student IEP's (Individual Education Plan) and NYS mandated educational curriculum, working one on one with special needs students, grades 9 through 12 at BOCES Riverview High School.

Greater New York City Area

Project managed strategic corporate technology initiatives within the realm of managed services/production support for Horizon BlueCross/BlueShield, the company's premier healthcare account. Managed both domestic and international application development and implementation teams. Acted as customer liaison, ensuring customer satisfaction and quality assurance. • Developed /implemented the managed services paradigm, which seamlessly transitioned domestic and global application development teams to production support teams. As result, 24/7 production support was implemented for both applications and infrastructure environments.• Successfully integrated managed services initiatives with Horizon's HPSM tools (Helpdesk.) Authored knowledge base documentation and scripts utilized by the Tier1 support. Provided HPSM training for support teams. Result: Problem resolution procedures were standardized, ensuring contractual SLA's and customer satisfaction objectives were consistently met.• Implemented change control procedures in accordance with Horizon's policies, ensuring all application and infrastructure changes adhered to Horizon's corporate standards and quality assurance policies. • Chaired weekly stakeholder /customer liaison meetings to address critical projects and customer concerns. Informed stakeholders of new initiatives, via presentations which included MS PowerPoint slides and MS Project project plans. Result: Issues / potential roadblocks were resolved expeditiously. Stakeholder buy-in was procured in a timely fashion so as not to adversely impact project milestones.

Pearl River Ny

Project managed all critical enhanced messaging service projects which included the Outlook, Lotus Notes, and Sametime instant messaging infrastructures affecting 140K domestic and global end users. Acted as customer liaison on behalf of the enhanced messaging service support teams. Provided project status to executive level management via presentations, and both written and verbal communications. Lead a management team of 12 application developers and Tier3 support personnel.• Awarded the Verizon Excellence Award and two organizational awards for achievements in project management. • Achieved corporate standardization for 140K domestic and global end-users across the Verizon footprint, by successfully project managing the Lotus Notes to Outlook migration.• Reduced Helpdesk call volume by 20%, increased end-user self-help automation utilization by more than 50%, decreased customer response time from 72 to 24 hours, and efficiently balanced the support team’s workload by designing and implementing automated self-help processes.• Produced 30+ end user articles and tutorials, and revised approximately 58 Helpdesk scripts in support of the Sametime One instant messaging project. • Introduced and chaired a forum for five IT support and development teams across the Verizon IT footprint, for the exchange of methodologies, issues and processes, enabling the teams to work in synergy to improve productivity for both domestic and global environments. • Procured Day1 productivity, within the scope of messaging services for management and contractor new hires, reducing email provisioning turn around from 72 hours to 24 hours.• Improved the email provisioning process for new offshore consultant email accounts for the Verizon Global 5 vendor firms. Reduced turnaround time to 48 hours from three weeks.

Greater New York City Area

Project managed electronic software distribution initiatives. Managed a team of 11 management personnel. Responsible for electronic software distribution, quality assurance and change management, providing software deployments to over 65,000 desktops across the Verizon footprint. Subject matter expert responsible for Infoman/change control, image management strategies and ISO certification within the organization. • Reduced costs by $300K, having successfully project managed the migration of 11 custom desktop images to the Marimba distribution tool technology and the elimination two obsolete distribution toolsets. • Improved change management procedures. Implemented standards for the department’s migration to Infoman/Big Change processes for software distribution. Trained approximately 50 management employees, facilitating their utilization of the change management tools. • Achieved ISO certification as the Project Manager for the implementation of a standard quality assurance process. Authored numerous technical procedural documents, chaired meetings to ensure compliancy and trained 33 team members in ISO standards. • Achieved availability objectives of 99% as a result of the scheduled monthly maintenance distributions. As the customer liaison, implemented a customer advocacy program, established standards for quality assurance and change control. • Introduced a disaster recovery documentation process. Developed the tutorial package for disaster recovery process documentation. Delivered on-site training for 40+ data center system support personnel.

Ba, Law / History

Activities and Societies: PROFESSIONAL AFFILIATIONS: National Association of Professional Women Project Management Institute, Junior.

Teacher Assistant Certification, Elementary Education And Teaching, K Through 12