Project Manager

Suzanne Pollock

**** *. ****** ******* **** #*** Tucson, AZ 85718

520-***-**** ****************@*****.***

Profile

Engaging and effective Information Technology professional with 15 years of experience in financial, legal, private and federal sectors. A certified Project Management Professional who has successfully managed a wide range of projects. Provides superior customer service to ensure business growth and client retention.

Skills

Project Scope Management

Project Risk Management

Client Relationship Management

Budget Management

Conflict Resolution

Help Desk Management

Technical Troubleshooting

Training and Presentations

Dedicated Customer Service

Team Building

Professional Achievements

Project Management

Focused expeditor throughout entire project life cycle. Clear communicator at all levels. Manages risks, closing gaps to keep projects on schedule. Enthusiastic team leader who fosters continuous improvement via knowledge and experience exchange. Inspires shared vision of project success.

100% on-time or ahead of schedule success rate for email and data migrations.

Reduced clients’ operating costs by 30% via migration from traditional servers and data storage to cloud-based technologies.

Managed scope, goals and on-budget deliverables for cost accounting software implementation for the FAA in conjunction with U.S. Bank’s GSA SmartPay program.

Successfully controlled project scope, budget and deliverables for clients which led to repeat business and referrals.

Engaged and fostered vendor relationships in order to offer clients the most cost-effective and appropriate technologies for infrastructure improvement.

Promoted to Project/Client Relationship Manager from Help Desk Manager at Hilltop Consultants, an emerging Information Technology managed services provider.

Client Relations

Trusted advisor to clients, skilled in managing long term interpersonal relationships. Introduces strategies to maximize revenue for company while ensuring significant value is proposed to clients. Advocate for company’s services with a keen understanding of sales and marketing.

Increased managed services’ client base by 20% in one year through organized and well-communicated onboarding procedures.

Facilitated GSA SmartPay contract renewal for Department of Transportation by collaborating with client to customize and implement new online cost accounting and reporting application. Feedback and effective communication ensured product usability and ongoing customer satisfaction.

Maximized IT budgets by eliminating redundant, outdated, and costly technologies. Recommended virtualizing servers and utilizing cloud-based services for storage, backups and applications.

Initiated quarterly business review meetings with all clients to ensure service surpasses expectations and that future needs will have anticipated solutions.

Promoted from Account Manager to Relationship Manager for U.S. Bank’s Government Services as a result of high customer satisfaction and loyalty.

Work History

Project/Client Relationship Manager

Hilltop Consultants, Inc.

Washington, DC 11/2010 – 12/2011

Help Desk Manager

Hilltop Consultants, Inc.

Washington, DC 3/2010 – 11/2010

Information Technology Consultant

SAGE Solutions Group

Washington, DC 10/2006 – 3/2010

11/2003 – 1/2005

Relationship Manager, Government Services

U.S. Bank

Washington, DC 5/2006 – 10/2006

Account Manager, Government Services

U.S. Bank

Washington, DC 1/2005 – 5/2006

Information Technology Manager

Groom Law Group, Chartered

Washington, DC 4/1999 – 11/2003

Technical Analyst

Deutsche Bank Alex Brown

Baltimore, MD 8/1997 – 3/1999

Technologies

Microsoft Office XP – 2010 ● Microsoft Project 2010 ● Windows XP – 7

Windows Server 2000, 2003, 2008 ● Citrix ● Autotask ● ConnectWise

Microsoft Exchange 2003, 2007, 2010 ● Workshare

Education

Bachelor of Arts

University of Cincinnati

Cincinnati, Ohio 1992

Certifications

PMI Project Management Professional (PMP)

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