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Manager Management

Garland, Texas, 75040, United States
October 27, 2016

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Susan A. Hasan Page *

Susan A. Hasan

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

Garland, TX 75040



30+ years of experience in management - managing professional, operations, and technical staff;

Successful record of accomplishment in planning and management of budgets and staff, directing multiple contingent projects and diverse teams toward desired outcomes

Implementation lead for new systems, business solutions and processes, and business expansion\

Excellent interpersonal and relationship management skills, creative problem solving skills with results oriented approach

25+ years of experience in Information Technology in corporate environments for telecommunications and health care operations and administration;

Strong ITIL acumen in providing service fulfillment and delivery; servicing clients and coordinating with clients at strategic, tactical, and operational levels;

Expertise and training in identifying and expediting delivery of the client’s requirements

20+ years providing project management support on small, medium, and large-scale projects, building strong teams, teaching and mentoring; working knowledge of project management methodology, as well as all phases of SDLC;.

10+ years of experience in supporting new technology solutions; actively involved in proposal content development for pursuits and implementations for data center migrations, co-location and consolidation, and of electronic content and document management systems

Technical understanding of Cloud technology, virtualization, and hyper-converged infrastructure EDUCATION

Business Systems Analyst Certification Program, 2016, Furman University – Greenville, SC Bachelor of Science, Information Technology, Network Management, 2012, Westwood College – Dallas, TX Associates, Information Technology, Network Engineering, 2010, Westwood College – Dallas, TX Knowledge base in Computer Applications, MS Operating Systems, Linux Operating Systems, WAN and Wireless Network Design and Analysis, Network Operations and Monitoring, Designing Directory Services, and Internet Protocols and Routing Concepts Institute for the Management of Information Technology, 2005, Furman University – Greenville, SC PROFESSIONAL EXPERIENCE:

Companion Data Services 2007 – present Dallas, TX

Role: BA & CA Team Lead (Title: Sr. Client Advocate I) 2012 – present Lead for Business Analysts who support CDS projects and for the Client Advocates who support CDS Commercial clients and business partners. Responsibilities include facilitating day-to-day work activities of the Communications & Client Services team, training, coaching, providing direction and intervention on issue resolution, communications oversight, requirements management, and working with local and remote technical resources to expedite needs of clients and team. Key contributor for development of technical solutions and proposal content for new business;. Actively supports projects and implementations for new business and customers; Provides backup coverage for Manager.

Role: Principal Client Liaison (Title: Sr. IT Support Analyst II) 2009 – 2012 Managed the Enterprise Data Center (EDC) Client Advocate staff responsible for interfacing with the Medicare Administrative Contractors (MACs);. Responsibilities included oversight of day-to-day support of clients, coaching and intervening to enable resolution of complex or escalated issues, maintaining positive business relationships with government and commercial customers’ senior management staff as well as internal management. Customized and edited technical communications regarding EDC infrastructure and developed, documented and socialized processes.

Role: Transitions Lead/Liaison (Title: Sr. IT Support Analyst II) 2007 – 2009 Lead for staff of five CDS Business Analysts, performing duties that included recruiting, interviewing, hiring, training, and coaching staff as well as other duties as directed by Transition Manager; Documented procedures and work instructions for new operations along with protocols and processes for transition communications with internal and external stakeholders; Instrumental in establishing and implementing the Susan A. Hasan Page 2

Transition Team Project organization and responsibility matrix that was effectively applied for over 37 data center transition projects. Expedited resolution of transition issues, working with local and remote resources to meet contract obligations and transition team needs; lead sessions to identify process and performance improvement opportunities.

Client Manager, Blue Cross Blue Shield of SC 2002 – 2007 Columbia, SC Managed a staff of Client Advocates responsible for the relationship between customers and IS, developed and executed annual budget for customers’ IS workload, facilitated issue resolution in the day- to-day development of work requests and services; Responsible for analysis of production problems, settling disputes and negotiating with the customer within contractual boundaries; Performed regular analysis of barometer reports, IS development requests and customer desk procedures to identify performance improvement opportunities.

IT Manager, Verizon Data Services 1998 - 2002 Temple Terrace, FL Managed a centralized revenue center with up to 30 direct reports; Responsibilities included planning, assigning and directing projects, and prospecting for new business opportunities; Provided overall direction, coordination and tracking of 35+ projects per year for business units across the enterprise.

Booked more than $2.5 million in annual revenue that offset expenses of centralized unit.

Actively pursued new business leads through aggressive marketing and innovative promotions that resulted in new projects.

Negotiated and executed a $387,000 Service Level Agreement for a major web based training effort.

Effectively assessed customer requirements, matched the right resources, and balanced workloads to meet conflicting and changing deliverable schedules.

Consistently developed solutions on time and within budget that resulted in repeat and add-on business.

Spearheaded an organizational effectiveness campaign that addressed low morale of employees, questionable customer relations, and utilization inefficiencies in the workgroup.

Maintained Customer Satisfaction Survey results that exceeded targets on a regular basis. Health Care Consultant, GTE Data Services 1997–1998 Temple Terrace, FL Responsible for monitoring and analyzing trends in the healthcare industry and technology advancements to determine the impact on healthcare products;

Recommended courses of action and developed business requirements for enhancements and regulatory mandates.

Interfaced with customers and product development personnel to resolve business issues.

Served as a resource for marketing campaigns and trade shows. Participated in on-site presentations to potential customers and assisted with responses to RFP and RFI requests. Requirements Manager, GTE Data Services 1994–1997 Baltimore, MD Responsible for system analysis and development of Systems Requirements Definition documents, Data Flow Diagrams, Process Narratives and Logical Data Model for the national Medicare Transactions System.

Managed a diverse team of requirement analysts, systems analysts, systems designers, and architects who resided in local and several remote locations.

Recruited, interviewed, hired, and trained project personnel.

Organized and facilitated RGT sessions; conducted JAD sessions and inspections.

Interfaced with federal customer and subcontractor contacts on a routine basis to assess requirements, provide/obtain status, and conduct presentations of approaches or prototypes. Aetna Life Insurance Company 1974 - 1994

Implementation Manager, Home Office Operations & Sys Support 1990–1994 Middletown, CT Led the seamless transition and implementation of a new Medicare claims system in five remote field office locations and the home office; brought these projects in on time and under budget; Effectively implemented employee productivity incentive programs that improved performance.

Manager, Field Office Operations for State of Georgia 1988-1990 Savannah, GA Established a 350-employee Medicare claims processing operation from ground zero in Savannah, successfully meeting government mandated schedule and standards; Managed an annual budget of over Susan A. Hasan Page 3

$12 million; Medicare Ombudsman to congressional offices, medical societies, and senior organizations in Georgia.

Field Support Operations Manager 1981–1988 Middletown, CT Managed a team of Business Analyst responsible for providing support to the seven Part A and five Part B Aetna Medicare field offices remotely located across the country, providing liaison interaction on behalf of the field offices and the government with the Home Office IT and Systems Support teams; Represented Aetna on government Technical Advisory Boards and facilitated user groups with field offices; defined procedures and requirements for systems enhancements mandated by regulations and user groups; Provided training and assisted in end user proficiency assessments and process improvements as well as field and home office audits.

Assistant Manager, Aetna Medicare Claims Operations 1979 – 1981 Phoenix, AZ Led the move and integration of the Nevada Medicare claims operation into the Arizona operation, successfully meeting service levels and productivity targets within four months OTHER RELATED SKILLS:

Advanced Communicator Bronze, Advanced Leader Silver, Competent Communicator –Toastmasters of America, Lakeside Speakers;

Advanced working knowledge of Microsoft Office Suites software;

Computer savvy user and troubleshooter

Advanced knowledge of Requirements Management process

Exceptional skills in writing proposal content and implementation management OTHER EDUCATION AND TRAINING

Delta Business College – Business and Bookkeeping (Alexandria, Louisiana) 1972 Aetna Institute – Business Management; Managed Care College (Hartford, Connecticut) 1985 American Management College – Leadership; Building Effective Teams; Time Management; Creative Problem Solving (Southington, Connecticut) 1991- 1993

Academy for Health Care Management – Associate in Managed Care (Tampa, Florida) 1998 Furman University - Institute for the Management of IT Refresher (Greenville, SC) 2006 Leadership Development II; ISO Internal Auditor Training: CMMI; Structured Systems Analysis and Design; Structured Testing Methodology; NT Architecture; Client Server Technology Overview; Intro to UNIX; RGT; Inspections; Function Point Analysis; Object Oriented Analysis and Design; HTML Development; Web Design and Development; XML Fundamentals; JAVA Basics; Building Team Cohesiveness; Managing Workplace Conflict: Knowledge Management Overview; Vignette Business Analysis, Cost and Benefit Analysis, Client Focus.


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