Susan Avery Email & Phone Number

Raleigh-Durham, North Carolina Area

Managed the implementation and initial nationwide rollout of the Voice over IP (VoIP) Program for the United States Postal Service to replace over 9000 legacy PBX and EKTS systems. Served as the USPS Project lead for the core build, implementation and the initial transition of the program including vendor management, process and training development, risk management, release management and escalation support for field-related issues.

Raleigh-Durham, North Carolina Area

Owned and managed the complete project delivery cycle for integrating complex programs into Managed Services. Key clients included Top 10 Avaya Wall Street Financial customers with strict adherence to regulatory requirements. Responsibilities included contract and relationship management, oversight of program budget, billing and services setup, and overall management of project team resources including Design, Installation, and Project Management.

Raleigh-Durham, North Carolina Area

Directed the transition of customers and equipment into Managed Services for over 100 customer accounts (VoIP, Data Networking, Contact Center and Optical). Managed concurrent projects while leading global cross-functional teams to aggressive timelines, controlling risks and scope changes. Customers included state government agencies, school systems, hospitals, and Fortune 500 Enterprise customers.

Raleigh-Durham, North Carolina Area

See above description for Service Project Manager. Avaya acquired Nortel Networks' Enterprise division in 2009.

Raleigh-Durham, North Carolina Area

Owned and managed the customer relationship for 6 State Government Agencies (lead revenue-generating customer) for Nortel’s Hosted Solutions Center. Role required strong knowledge of crisis management, contract management (adherence to Service Level Agreements and RCA development), P&L budget management, project management, conflict management, vendor management, Nortel technical expertise, and customer interaction. The Hosted Solutions Center provided Nortel-based telephony solutions for global customers, allowing the customers to eliminate the need for capital purchases of premise-based equipment.

Raleigh-Durham, North Carolina Area

Led migration projects for Nortel’s Carrier VoIP, Cable MSO, Wireless and TDM customers with focus on minimal impact to end-users. Role involved key interface between customer/vendors/account team and Nortel technical resources, end-to-end migration strategy development including custom documentation and tools, problem mitigation and gap analysis, and management of expedited timelines and execution.

Raleigh-Durham, North Carolina Area

Developed methodologies, time standards, tools and documentation required to install Nortel’s large carrier systems. Key interface between Nortel design teams, account team and customers during trials and validations.

Bs, Electrical Engineering

Activities and Societies: Alpha Omega Epsilon, Engineering Sorority

Bs, Computer Engineering

Activities and Societies: Alpha Omega Epsilon - Engineering Sorority

Adult And Continuing Education And Teaching

General Studies