Director, Senior Manager, Consultant

8/6/2019 Director, Senior Manager, Consultant

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SUZANNE HITCHO58 West 68th Street Apt. 4A, New York, NY 10023 678-640-0537

BUSINESS STRATEGY, TECHNOLOGY & PMO LEADER

Business operations leader with 10+ years of proven success in managing strategic projects, building cross-functional teams and delivering technology enabled solutions to reduce costs and drive growth. MBA & MSIS with a career background in

process improvement, program/project management and operational effectiveness.

Core Competencies:

Strategic & Tactical Planning * Client Relations * Process Reengineering (Six Sigma)Project/Program Leadership * Risk Management * SDLC & Agile Methodologies * Reporting and BudgetingResource Management * Web & eCommerce Applications * Negotiations * StakeholderEngagement

PROFESSIONAL EXPERIENCE

PFIZER INC., New York, NY PresentProgram Management Consultant, Solutions DeliveryMember of program management team responsible for ensuring the successful implem

entation and launch of a Campaign Management System (CMS) - a web-based tool fortracking business marketing initiatives:* Managed an integrated cross-functional project plan and implementation schedu

le (overseeing a 50+ person project team, spanning 4 internal functional groupsand a Siebel application [Accenture] team)

* Developed status reporting to align teams on critical dependencies and to update executive management

* Responsible for ensuring project compliance with enterprise software development lifecycle documentation standards, program milestones and stage gate approvals

COCA-COLA CUSTOMER BUSINESS SOLUTIONS, Atlanta, GA 11/2007 - 2/2009Business Process Manager, Business Intelligence

Managed operations and process improvement initiatives for business intelligence(BI) platforms:* Led an application rollout to over 800 associates in the Food Service busines

s unit for a savings of $1.1M* Redesigned processes for requirements gathering, testing, release management

and communications* Led a Six Sigma project to streamline customer support operations - analyzed

call center traffic, conducted root cause analysis and implemented training enhancements to reduce support call volume

* Managed the Coca-Cola Business Intelligence Sales Reporting team (3 analysts)and delivery partners* Converted newly acquired business entities (i.e. Odwalla) onto the common bus

iness reporting platform

PFIZER INC., New York, NY 8/2004 - 11/2007Senior Manager, Business Technology

Technology Marketing Consultant to Pfizer Diversified Products team:* Led budget, technology and vendor contract reviews for marketing agency produ

ct website initiatives* Increased client productivity and reporting accuracy through re-design of web

-based diversified products portfolio reference guide application resulting in 30% productivity time savings



Product Manager for a custom enterprise portal:* Managed a $1.5M annual budget for the development and rollout of a custom webservice portal used as a productivity tool by senior management and executives* Developed a 3-year application strategy, product roadmap and roll-out methodo

logy to increase the application user base and to integrate additional enterprise systems and dashboards

* Established a governance structure and shared goals to align cross-functionalpartners* Defined metrics of success and delivered program updates to executive managem

ent* Negotiated contracts with vendors to ensure compliance of guidelines and ratecards* First application owner to adopt new internal support model by leading applic

ation transition to a shared services model and an offshore outsourcing environment

AKAMAI TECHNOLOGIES INC., Cambridge, MA 10/2003 - 5/2004Product Manager Intern (MBA Internship)Performed a market analysis, developed a strategic plan and presented a set of recommendations to Akamai senior management on how to enter the Internet security

services space:* Formulated overall vision, mission and objective; benchmarked potential compe

titors; evaluated market trends, growth rates; conducted competitor analysis; id

entified industry verticals* Developed objectives and measures using a balanced scorecard to monitor performance

CLARUS CORPORATION, Atlanta, GA 2/2000 - 4/2002Implementation Consultant, eCommerce softwareLed Clarus eProcurement and eXpense software implementations for clients in North America & Europe

* Managed on-site application implementations, issue resolution, training and support

* Recognized as lead consultant and resident expert on Clarus eXpense product* Developed best practices for software implementation and end user training ac

ross product lines

* Successfully completed application implementations with tight deadlines to consistently meet and exceed client expectations (major clients included Wachovia,BNSF, and Stryker Howmedica Oestonics)

ERNST & YOUNG LLP, Atlanta, GA 7/1999 - 1/2000Management Consultant

* Developed requirements documentation, process mapping and project scoping forimplementation of a Global HR Expatriate Management System at The Coca Cola Com

pany* Coordinated undergraduate and graduate recruiting efforts at Georgia Tech. Te

am Leader in facilitation of career fair, receptions and presentations targetedat prospective recruits

WALT DISNEY WORLD CO., Orlando, FL 3/1995 - 6/1997Industrial Engineering Co-op (Co-operative Education Internship)* Led process improvement to optimize labor staffing levels to meet guest atten

dance demand and arrival patterns across multiple operating areas (Disney themeparks, resorts, water parks and sports complex)

* Responsibilities included identifying labor drivers, simulating various solutions, and developing an optimized staffing plan to reduce wait time and improveguest satisfaction

EDUCATION



BOSTON UNIVERSITY, Boston, MA 8/2002 - 5/2004Master of Business Administration (MBA)Master of Science in Information Systems (MSIS)Deans Achievement Scholarship, MSIS*MBA Scholarship

GEORGIA INSTITUTE OF TECHNOLOGY, Atlanta, GA 9/1994 - 6/1999Bachelor of Industrial Engineering (BIE)Minor in Industrial/Organizational PsychologyCooperative Education Experience at Walt Disney World Company, Orlando, FLA?M (Alpha Pi Mu) - Industrial Engineering Honor Society

TECHNICAL KNOWLEDGE & SKILLS

SOFTWARE: MS Office (Excel, Word, PowerPoint, Visio, Project, Access), SharePoint, eRoom, Peregrine,Clarus software suite, Rational Rose, Arena, AutoCAD, StatPro, PeopleSoft, Ariba, Pegasus, WTPS, Minitab, BEA Weblogic, BlueTitan, MS BizTalk, MS IIS, MicroStrategy, Remedy, Oracle, Siebel

CONCEPTS / PRACTICES: SOA, OOA/OOD (UML), Business Process Management (BPM), Lean, Agile, Six Sigma Green Belt Certification, PMP coursework

Documents

Director, Senior Manager, Consultant