Theresa Suico Email & Phone Number

• As a contractor for Bonneville Power Administration (BPA), I currently:
• Perform internal operations management duties such as program development, task delegation, and staff resourcing for projects.
• Monitor and oversee budget of $15 million for an org of 120+ operational staff.
• Lead continuous process improvement initiatives to improve operational efficiency.
• Manage NERC CIP compliance activities and liaison with regulatory agencies.
• Program development and project coordination for Transmission-wide cyber security projects, including identity and access management.

Portland, Oregon, United States

• As a contractor for Bonneville Power Administration (BPA), I currently:
• Coordinate remediation and mitigation activities for NERC CIP non-compliant incidents; scope of 200+ staff.
• Manage project tasks of 10+ compliance mitigation projects.
• Conduct process improvement and training activities for compliance domain.
• Liaison between PMO, governance orgs, and operational staff.

Portland, Oregon, United States

• Project managed virtual appointment solution that increased organizational revenue, project intake, and customer service in response to COVID-19 pandemic.
• Gathered business requirements, guided leadership through decision making, performed and coordinated configuration activities, led user testing efforts, and delivered end user training.
• Drove intentional focus on equity by getting leadership buy-in, and building processes, policies, and communications for customers with less access to technology.
• Facilitated affinity group for employees of color within the organization, helping to build safe and supportive spaces.

Portland, Oregon, United States

• Cultivated network of 120+ super users who supported their teams during implementation through relationship-building, change management, and technical systems education.
• Acted as critical conduit between application development and support teams, leadership, and users during development and implementation phases to escalate issues and business problems.
• Worked with 30 workgroups to document business processes and deliver systems training in 3 months. Resulted in minimal support tickets and confident internal users. Our vendor reported it was the best product release.
• Led training team to develop systems training deliverables impacting 1200+ users by providing technical subject matter expertise and support.
• Delivered citywide presentations to 200+ staff on software rollout to support change management and instill user confidence in the product.
• Member of the organization's equity committee.

Portland, Oregon, United States

• Improved program wide user acceptance testing, bug intake, and enhancement request processes.
• Led user acceptance testing for 30 city departments by supporting users in testing sessions, creating test cases and test data sets with QA and IT teams.
• Improved user account management process by developing use cases, standard operating procedures, and removing inaccuracies.
• Made technical support team onboarding 75% more efficient by creating OJT and knowledge-sharing processes. New team members able to start working help desk tickets in 3 months instead of 12.
• Improved team's help desk documentation and knowledge repositories using MS Office 365 and team wikis.
• Improved enterprise wide system training by partnering with training team on operations and reporting.

Portland, Oregon, United States

• Worked with enterprise architecture and information security teams to develop, test, and implement uninstallation and configuration scripts for 1000 users. Managed project, communications, and implementation.
• Provided value to electronic plan review pilot project by driving critical business decisions while learning the application. Developed training deliverables in one month.
• Improved operations and efficiency of all building inspections business units by training them through transition from flip phones to smartphones. Provided training for 60 building inspectors.

Portland, Oregon, United States

• Worked with account management teams and business liaisons to manage and provision MS Office 365 licenses and develop business solutions.
• Provided front-line technical support during city wide Office 365 launch.
• Took initiative to learn adult learning principles, develop training and education skillsets to train 500+ city employees in Office 365.
• Developed city wide training deliverables, including first day guides, job aids, and communications.

Corvallis, Oregon, United States

• Performed report analysis for database conversion.
• Performed IT help desk duties and inventory maintenance of software licenses, hardware, and other IT assets.
• Repaired desktop operating systems and profiles.
• Created and maintained asset management standard operating procedures.

Corvallis, Oregon Area

• Created an engaged residential community through enthusiasm and attentiveness to residents.
• Organized educational/social programs for residents.
• Received and implemented social justice & diversity training to be an advocate for residents and peers.

Bachelor Of Science (Bs), Business Information Systems

Education record