Project Management

Susan Kuehn

*** ******* ******, ********, ** ****3

720-***-**** *******.*****@*****.***

Project/Program/Product Management professional with complete life cycle project management experience has the ability to quickly grasp project scope and effectively deploy resources to achieve high–quality business results. Single project lengths from 3 months to 3 years over 100 projects completed most run in parallel. Skilled at developing customer relationships and negotiating with foreign and domestic suppliers to maximize productivity. Over 15 years experience all aspects of Product Management, support and customer support on a variety of hardware, software platforms including customized programs. Over 15 years experience troubleshooting IT / Networking / Software applications

KEY BUSINESS DELIVERABLES

• Maximize employee engagement and productivity through effective project planning, progressive management style and team diversity advocate. Successfully managed tier 1, 2 and 3 support teams of 50.

• Enhance product profitability and performance through benchmarking, design enhancements, process improvements, lean engineering, and openness to feedback.

• Utilizing project management institute best practices, milestones, coordinated, cross functional project team and deepen organizational learning through precise documentation, collaboration, on–going technical training., provided timely and accurate reporting to executive management and operations of all aspects of projects.

• Generate all project deliverables for managerial accounting and decision-making. Full lifecycle document control. Author of all escalation process documentation.

• Decision maker on all project budgetary process.

• Demonstrated ability to support technical and product development initiatives in a variety of sectors including engineering services, software development, computer services, outsourcing, logistics and transportation, and electronics/electrical component manufacturing

• Expert in information systems technology, project planning, strategic planning, systems analysis and troubleshooting, quality control, forecasting, scheduling and planning, and tracking of results.

• Excel at creating and implementing technical and operational plans and strategies.

TECHNICAL SKILLS

Applications: Microsoft Project Management, CrossPoint, Primavera, WORD, Excel, Outlook, Adobe (Acrobat Pro, Illustrator, Professional), Framemaker, Epic Editor, Vasort, E-Publisher Pro, Robohelp, SnagIT, Palisade decision tools, AutoCAD (2007), NX5, CATIA V5, SolidWorks, ProE, IDEAS (UNIX and Windows–based), UNIX, AIX,

Databases: Team Center Engineering, Team Center Community, Matrix PDM, Oracle, Remedy, Access

Other: Technical writer, trainer, customer support at all levels, e–learning, Blackboard, Skillsoft, RUP, Project Management using Stage Gate model, training in Six Sigma and Design For Six Sigma, Certificates in training in multiple CAD systems and computer aided design techniques

PROFESSIONAL EXPERIENCE

NEXERGY, INC., Centennial CO 02/2010 – Present

Project Management, Product Support

Program Manager responsible for full lifecycle projects effectively managed ten active projects. Customer management and main interface for such clients as NetApp, Draeger Safety, ITC Medical and Smiths Medical

• Applied disciplined troubleshooting methodology when interfacing with customers on the most difficult technical issues.

• Project management principles to organize, facilitate and implement new product release. Successfully negotiated with foreign and domestic customers, suppliers and team members in Taiwan, Japan, Mexico, India, and Germany

• Root cause analysis corrective action, escalates any unresolved problems to the appropriate teams.

Susan Kuehn

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EMERSON PROCESS MANAGEMENT, INC., Boulder CO 01/2006 – 04/2009

Project Management, Product Support

Led multidisciplinary, multicultural teams responsible for defining new products, improving existing products, setting project goals, document control, full lifecycle test, managing budgets, and determining work force requirements to deliver products to market. Served as liaison between domestic and international employees.

• Designed and implemented automated system enabling customers, sales agents, and employees nationwide to obtain certified drawings via email and Internet. This initiative resulted in faster 75% response time and 50 % higher customer satisfaction. Improved on boarding and integration of international employees through organizing and technical training; developing a program focused on policies, SOPs, processes, and values.

• Actively contributed to employee productivity and commitment to quality by encouraging and facilitating involvement in process improvements and implementing applicable suggestions.

• Authored test plans, presented test results at Stage Gate, provided GAP analyses and all aspects of test and test plans

IBM, Boulder, CO 06/2004 – 01/2006

Project Management, Product Support

ECO/ECR writer, trainer and evaluator with particular attention to customer requests and needs. Communicated with clients regarding all documentation control needs including customization requests, time line and output deliverables. Ensured quality of engineering documentation.

• Produced daily accurate estimates of time lines necessary for completing assigned design projects.

• Received awards for team participation in bringing all parts ROHS and high performance.

• Wrote and presented original end–user documentation and manuals of software products on over 100 projects.

• Provided training of new and custom software products to all new employees.

FREIGHTLINER, Portland, OR 10/1998 – 05/2004

Manager Engineering/Desktop Help Desk

Managed staff of 25 level one and two Help Desk support professionals servicing 1,200 production employees and a $90M operating budget. Led engineering support quality improvement initiatives. Served as liaison between customers and all levels of support.

• Evaluated and streamlined process to increase production by over 100% automating time–consuming functions. Authored call escalation procedures for all tier support.

• Implemented procedures to monitor support and process quality in real time, which allowed operators to detect, correct, and prevent process variations that caused delays. Received Special Recognition Award for significantly improving call response time by 60% and increasing level 1 problem resolution by 35%.

• Created enthusiastic and productive work environment by conducting monthly meetings to focus on team building and customer service that resulted in 80% improved customer satisfaction and 90% team member performance.

• Improved first call problem resolution 40% by leading internal knowledge base project providing immediate resolutions to common support issues.

EDUCATION

Master of Business Administration, Herzing University, Madison WI

Bachelor of Science in Technology Management, Herzing University, Madison, WI,

Associate of Applied Science in Design and Drafting Technology, Minneapolis Drafting School, Minneapolis, MN

CERTIFICATIONS / TRAINING

Project Management PMP, Ken Blanchard Situational Leadership/Management, Continuous Improvement Process, Lean Management, Organizational Management, Communication, Technical Writing, AutoCAD thru v 2007, CATIA V5, Adobe CS4, Photoshop, ProE, Visio, NX5

PROFESSIONAL ASSOCIATIONS

PMI Professional, 5 years

HDI Professional, 3 years

References available upon request

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