SUSAN E. HARBIN

**** ******* *********

Austin, Texas 78734-5018

e-mail: abmdf7@r.postjobfree.com

SUMMARY

Senior Program Manager, with experience in PMO design and implementation,

ERP and global development planning and execution (SAP, Oracle and

JDEdwards), SaaS solution implementation, project management and process

consulting. Unique ability to break down complex issues and structure

organized scope and approach to effectively address. Experience spans

multitude of industries including energy, financial services,

manufacturing, e-retail, telecomm and public sector. Proven track record

in ability to gain customer trust and grow accounts through managing

expectations and delivery leadership.

EXPERIENCE

IND. CONTRACTOR/TEKSYSTEMS, Austin, Texas May 2009 - Present

Director

. Leading team in the implementation of Oracle Global Safety solution for

adverse event management. Responsibilities include leading design of

hosted software integrated with legacy apps and managing validation

processes.

. Managing local project team in the set-up of a global, Oracle-based

Shared Service Center in Hungary. Working with infrastructure support

teams to create and track cross-organization project plan and report

status and issues to senior management.

. Directed SaaS software company through requirement clarification, project

realignment and contract renegotiation for delivery of business solution.

Coordinated technical design discussions with Engineering Team and

client for solution optimization.

. Led business case improvement effort for global aircraft services

solution, including ERP (Oracle) for back office and Lease Management

processes, and RAMCO, a best-of-breed application for helicopter repair

operations.

SMARTDOG SERVICES, LLC, Austin, Texas August 2007 - April 2009

Director

. Led delivery organization's strategic process improvement effort.

Designed consulting skills database, staff forecasting tool for pipelined

opportunities, backlog tracking and utilization reports to provide

visibility into consultant utilization, availability and facilitate

staffing upcoming opportunities. Hired 12 employees over 5 month period

to improve margin, grow internal capabilities and reduce risk.

Management leadership directly contributed to 10% net margin improvement

for the eBusiness Team in one quarter.

. Managed $1.3M Oracle ERP financial, HR, inventory and purchasing, and

project costing and billing implementation for global business unit,

including integration with outsourced ADP payroll solution. Managed 8

full-time consultants over 6-month period for on-time, on-budget delivery

to customer.

. Created and staffed company's first Project Management Office and created

standard templates for project management tracking.

. Sponsored identification of potential functional and technical service

offerings and developed content for sales collateral. Led development of

strategic Oracle ERP e-Business Suite application monitoring product

using release management approach and combination of onsite and offshore

resources.

KEANE, INC, Austin, Texas August 2003 - August 2007

Manager - Global Services

. Member of leadership team for Program and Project Management practice.

Developed cross-practice solutions for proposals and client

presentations, led operations meetings and generated sales presentation

materials for use by Account Executive teams.

. Closed and delivered Oracle ERP CRM implementation and PMO assessment

project for on-line e-retailer. Organized multi-organizational team

including onshore and offshore developers. Expanded account from initial

$800K in revenue to over $3.3M in sales. Recognized by Keane with

"Outstanding Shareholder Value" award for account penetration and team

performance.

. Served as key consultant for clients to analyze and rationalize

application portfolios and dispositions, and provide leadership fo

application maintenance transition to offshore and nearshore delivery

centers and implement CMM/CMMI compliant processes.

. Developed strategic service lines for Global Services division of an IT

consulting organization with near-shore and offshore delivery centers in

Canada, Delhi and Hyderabad, India. Analyzed competitor service

offerings and market conditions, and created marketing and operational

collateral for roll-out of new services and delivery mechanisms.

DELL FINANCIAL SERVICES, Austin, Texas May 2001 - March 2003

IT Director (Program Management and Business Systems)

. Created strategic project portfolio for application development for all

segments (Consumer, Customer Service, Small Business, High End, End of

Lease and Corporate).

. Formed and managed Executive IT Steering Committee to review project

economics and approve and prioritize projects. (Application Development

accounted for $15M of $27M overall IT budget). Received "On the Spot"

Award from CIO and CFO for executive staff project presentation content.

. Provided QA review and project direction for structure and execution of

complex strategic projects. Key projects included $2.1M custom

application and package implementation for consumer segment's new

revolving credit product (JAVA, Transact, WebMethods, FiServ, and

Web/IVR), $10M End of Lease MRP system (JDE ERP), outsourcing of call

center operations, implementation of Oracle ERP Financials and Sales

Online, and directing consulting organization through requirements

gathering and package selection. Completed lease management business

case development, obtaining Board-level approval for Oracle ERP Lease

Management solution. Led development of process flow documentation,

proof-of-concept scope, requirements and key financial and operational

test cases.

. Established Project Management standards and reporting mechanisms for

project managers; implemented Dell reporting and Microsoft Framework

methods; established gate review process between phases.

PARTNERWARE, INC., Austin, Texas Feb 2000 - Mar 2001

Director of Program Management - Professional Services

. Directed multi-phase, enterprise-wide Partnerware deployments for two

international telecomm companies, resulting in over $600K in revenue and

high customer satisfaction. Created project plans, budget, project

control mechanisms and team structure. Provided direction on project

execution and delivered presentations to executive team.

. Led analytical process to ensure that configured application met customer

business objectives and defined processes.

. Documented use cases and customer-driven enhancements for Product

Management. Facilitated planning meetings with Product Engineering and

Marketing for new products.

. Delivered first release of PartnerSpeedTM methodology. Developed work

breakdown structure, deliverables, templates and internal and external

education material.

. Authored Partner Relationship article for publication in monthly

marketing newsletter.

KEANE, INC., Austin, Texas Apr 1998 - Feb 2000

Service Delivery Manager

. Presented with Keane Excellence Award. Specifically recognized for

attention to client business needs and effectively positioning strategic

services in sales and delivery efforts.

. Sold and delivered branch's first engagement to Dell Computer

Corporation. Led modeling sessions for Regulatory and Compliance

divisions.

. Directed projects for Texas Workforce Commission's tax remittance e-

business application development and data warehouse redesign.

. Managed application development engagement for client's Customer

Management System (20 consultants, $200K/month revenue). Facilitated

technical infrastructure planning sessions and call center application

development.

. Served as Service Delivery Manager for 15 consultant, $120K/month revenue

account.

. Led development of several key proposals and RFI's, winning new business

in 2 state agencies and providing mentorship to branch personnel on

process and product.

ERNST & YOUNG, LLP, Houston, Texas 1988 - 1998

Senior Manager, 1993 - Apr 1998

. Sold and delivered IT Master Plan project for $6.5 billion gas and

electric utility with 8 business units. Conducted biweekly and monthly

executive review sessions, chaired by Sr. VP of Shared Services. Managed

team of over 80 client and consulting personnel to develop initiatives

and business case. Project scope included evaluation of integrated

solution set, technical architecture guideline development and IT

organization design. Developed final plan for back office, operations

and retail SAP ERP solution set.

. Developed improvement portfolio for application development group in

telecomm industry. Managed 8 client and consulting personnel and

conducted executive review sessions.

. Managed development of business case and future state design for

implementation of two major software packages (SAP ERP and Oracle Energy)

to support back office and procurement processes for upstream strategic

business unit of worldwide integrated petroleum company.

. Managed information technology assessment and developed future state

design on financial process reengineering assessment project for $6

billion conglomerate headquartered in Sydney.

. Used facilitation techniques in numerous client and internal sessions,

ranging in size from 6 to 30 participants and in duration from two hours

to three days.

. As member of Energy Revenue team, sponsored pilot project (performance

measurement article for industry publication) for newly formed marketing

group.

. Recognized by partners and consultants as being a superior counselor.

Led development of counseling effectiveness program for local office,

which was later adopted nationally.

. Conducted on-campus and in-office interviews. Personal interest in

recruits resulted in substantial number of acceptances. Recognized by

recruiting coordinators as top recruiter.

. Managed Houston Office Quarterly Meetings for 16-month period.

. Taught E&Y's Natural Gas Industry Overview class three times over a 2-

year period.

Manager, 1990 - 1993

. Managed variety of application development projects, including

client/server application development project for gas marketing

department. Led 14 analysts and programmers in 11-month, $2M project on-

time, on-budget and transitioned on-going support to client team.

Senior, 1988 - 1990 (Atlanta, Georgia)

. Managed consulting projects, including an application development effort

to produce billing support data for a large customer ($14 million/month)

of a major telecommunications company. Received letter of accommodation

from client team leader.

TRANSCO ENERGY COMPANY (now Williams Corp.), Houston, Texas 1981 - 1988

Staff Programmer / Analyst

EDUCATION

B.B.A. Accounting, The University of Texas at Austin

Over 350 hours of various Keane, Ernst & Young and industry coursework

completed.

AWARDS AND ACTIVITIES

Member of Junior League of Austin and Junior League of Houston, Inc.

Chairman of Silent Auction for Austin Girls' Choir fundraiser (> $3.5K in

auction proceeds)

Chairman of first annual Texas Children's Hospital Heart Gala, which raised

$25K in start-up year. Recognized by Texas Children's Hospital for

outstanding achievement

Outstanding Young Women of America

Alpha Phi International Michaelanean Award (Outstanding Alumni)

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