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.• Prepare reporting and presentation materials for exec-level management and technical audiences.

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 they ever experienced.• 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. • Acted for Development Hub PDX video.

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.• Took initiative to learn how to deliver enterprise wide system training, apply adult learning principles to training program, and improve training processes. Resulted in improved new user experience and performance.• Organized panel on emotional tax and women of color in the workplace.

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