Suzanne Fitzpatrick (Pmp, Csm, Tkp, Icp-Mkg) Email & Phone Number

Huntersville, Nc, Us

London, England, Gb

• Responsible for assisting the New Client Vertical leader in operational planning to transform the call center team into a data-driven, sales-focused enrollment center. 2021 program consisted of 32 projects with various teams throughout the company. • Spearheaded data analysis, data mapping, and development of 8 vertical and operational team reporting dashboards to monitor staff performance to goals using Smartsheet and Power BI. • Managed AEP readiness project for all of IM for 2021 season. • Improved DIY Project Management Confluence site and mentorship program for operations to learn how to manage smaller, team projects. • Performed end of year team debriefs and reporting for 2021 and 2022 season.

London, England, Gb

• Responsible for managing a team of 2 project managers to support all Individual Marketplace participant communication initiatives. • Managed the marketing/communications project portfolio and campaigns to ensure proper prioritization, utilization of resources, and alignment with IM Client Service business objectives. • Collaborated with stakeholders to identify and document business needs, objectives, current operational procedures, problem statements, input and output requirements.• Using best practices and continuous improvement established new intake and ticketing management processes/procedures/templates to ensure consistency of outcomes across the Communications team, resulting in faster turn-around times and the elimination of campaign escalations in 2019 & 2020. • Using Smartsheet, developed ad-hoc reporting and financial models as well as provided in-depth analysis on communication campaigns to measure success at the campaign, project, activity and team levels. • Created a self-service portal using Smartsheet that provided real-time data on campaign status for Client Service Managers. • Assisted in creating campaign personas, participant journey mapping, and comms process mapping.

London, England, Gb

- Responsible for building a Knowledge Management framework to align with WTW communications and marketing standards. - Worked across LOBs to share knowledge of the BA product line.- Conducted a documentation audit on Confluence and SharePoint.

London, England, Gb

- Successfully managed and implemented multiple, concurrent projects for the Fulfillment team. Projects Implemented include: IEX client onboarding, RKP, and EBOB. - Acting SME for all Xerox printing and fulfillment services. - Participated in modifying and updating the documentation around the PMO methodology and processes. Documentation produced includes:o Creating new PMO templates- Project Charter, Project Communication Plan, and BRD.o Creating new Xerox Processes and Procedures- Image requests, Change Management, and Dynamic Claims Forms. - Mentored JR PM during the Xerox project. Within 6 months he was able to successfully manage other Xerox projects with minimal supervision.

• IS Audit and Compliance Officer for SOC2 certification initiatives. Performed product and departmental risk assessments.• Built a Project Management Office for the company by creating a standard framework, processes and procedures to follow across the enterprise. Reported to the CTO and CIO.• Trained a staff of 8 business analysts, Jr. PM’s, and development personnel on PM best practices. • Oversaw all projects in the PMO including business, IT, audit & compliance, implementation, and strategic initiatives.• Conducted analysis on each project to determine ROI and viability of project undertaking before presenting it to the Board of Directors. Created client SOWs, managed portfolio, budget, and overall success factors of IT initiatives.• Created executive presentations on portfolio status for the BOD and Sr. Management.• Created the company-wide Style Guide and Master templates. Created and taught the corresponding class on Style Guide and template usage.• Created the framework, plan, and processes to be used for the Risk Management department that follows the Risk Management ISO 31000 framework, and RM auditing best practices. • Managed team of 3 direct reports consisting of Project Analysts and Jr. Project Managers.• Product Manager for the Client Web Portal project. Gathered the requirements, created wireframes, functional specs and site maps. Ensured features and functionality of sites were communicated to project team.• Key player in IT Business Development. Assisted CIO in making the department the most profitable cost center in the company by understanding client needs and cross-selling services. • Types of projects managed: Client Software Implementations, Client Portal, Great Plains (GP) Upgrade, Server Consolidation/Retirement/Move, SOC 2 Compliance Initiative, Product and Department Risk Assessments, and SharePoint Initiatives.

St. Petersburg, Fl, Us

• Participated in the digital redesign project for www.hsn.com by producing job briefs, working with creative and production teams to develop web pages. • Streamlined search functionality for new site using Endeca. • Developed CMS training materials to be used by other content producers; delivered a CMS training class.• Ensured on time publishing by trafficking jobs between producers, creative and production teams.

Tampa, Florida, Us

• Directed and managed monthly software releases and implementation for the Compliance and Eligibility business units. • Identified and managed project dependencies, critical path, and scope. Maintained project timelines and milestones using MS Project Server, spreadsheets, and SharePoint views. • Developed capacity plans, scope documents, progress reports, proposals, requirements, post mortems, and presentations.• Responsible for coaching, mentoring, motivating, and supervising project team members and contractors. • Go-To Project Manager for client-facing and Senior Management projects. • Designated by management as the only Project Manager responsible for developing best practices, process improvement, and tools for project execution and management. • Types of projects managed: SQL Server 2008 driver upgrade, internal portal development/enhancements, and change management tool.

• Client-facing consulting and management of day to day activities on web and IT projects for a managed services consulting firm. • Performed vendor evaluation and selection for a POS implementation for Results Weight Loss. Gathered requirements, developed project timeline and budget estimates for project. • Gathered requirements and created functional specifications for a SharePoint website maintenance project to support International Code Council, a national non-profit organization.• Acted as testing team lead on SharePoint website deployment; developed test cases and testing project plan. • Identified issues post go-live and provided recommended solutions.• Developed standard operating procedures (SOPs) and other training materials to assist the client’s departments in understanding and maintaining the SharePoint website.

Charlotte, North Carolina, Us

• Created and managed project plans including budget, structure, schedule, and staffing requirements for several Aerospace engagements. • Interfaced with the Program Manager and a distributed team to provide client deliverables.• Developed new program plans, established baselines, determined critical paths, developed corrective actions and cost/schedule integration. • Developed audit presentations for $40-50 million, multi-year programs by performing cost and schedule analysis for Earned Value Management (EVM).

Las Vegas, Nevada, Us

• Successfully managed the 6pm.com project from requirements through launch utilizing SCRUM. This project involved building an entirely separate company to sell Zappos’ discounted products. We developed all department standards, guidelines, billing procedures, and ecommerce processes. The site was profitable and maintained 100% uptime from Day One. • All the processes used in this project became the standard processes and procedures of the PMO.• Worked closely with the design team on the development of the comps and prototype. • Worked with system analysts to identify project requirements and create detailed process analysis forms. • Coordinated usability and acceptance testing.• Participated in the hiring process and evaluations of other project managers and analysts.

Lakeland, Florida, Us

• Project Manager responsible for logistics, issue management, budget reporting, and managing project initiatives for 8 -10 concurrent projects within the PMO.• Managed the resource tasks, scope, time, and cost of multiple projects by running weekly ETA reports, maintaining the project plan, and maintaining the budget spreadsheet and project review form.• Participated in the reviews and evaluations of the project team members. • Helped define standards regarding portfolio and resource management for the PMO.• Types of projects managed: Infrastructure and Enterprise projects including NT migration to 2003, Server and Workstation Patch Maintenance, Standard Framework for Batch Apps, and upgrade of Hand Held Terminals.

Lake Buena Vista, Florida, Us

• Drove the execution of enhancement projects and daily maintenance for the Meetings, Meetings Attendees, Weddings, and Disney Vacation Club (DVC) Members web sites. • Responsible for full life cycle of each project, managing resources, and delivering the project within budget working with the Creative, Technology, and Business Development teams.• Coordinated usability and acceptance testing with product owner prior to launch.• Produced the Statement of Work (SOW), project plan, timeline, weekly status reports, task sheet, risk and contingency planning, and financial reporting.• Managed web content, keywords and meta elements to ensure proper SEO.

Dunedin, Florida, Us

• Led web site/multimedia development and design, hosting, graphic design, web marketing and training. • Led corporate-wide web initiatives and home banking system to include website content management, and usability standards.• Conducted market analysis and competitive studies to gain market insights and recommend pricing strategies and product features.• Managed redesign of the corporate web site, implementation of e-statements and alerts, online bill payment system, security center, and Silvercloud software.

Ms, Technology & Innovation Mgmt Classes

Certifications:, Digital Video, Computer Crime Related Investigations, Master Webmaster

Ba, English- Technical Writing