SUZANNE HITCHO

58 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 strategi
c projects, building cross-functional teams and delivering technology enabled so
lutions 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 Si
gma)
Project/Program Leadership * Risk Management * SDLC & Agile Methodologies * Repo
rting and Budgeting
Resource Management * Web & eCommerce Applications * Negotiations * Stakeholder
Engagement
PROFESSIONAL EXPERIENCE
PFIZER INC., New York, NY Present
Program Management Consultant, Solutions Delivery
Member of program management team responsible for ensuring the successful implem
entation and launch of a Campaign Management System (CMS) - a web-based tool for
tracking business marketing initiatives:
* Managed an integrated cross-functional project plan and implementation schedu
le (overseeing a 50+ person project team, spanning 4 internal functional groups
and a Siebel application [Accenture] team)
* Developed status reporting to align teams on critical dependencies and to upd
ate executive management
* Responsible for ensuring project compliance with enterprise software developm
ent lifecycle documentation standards, program milestones and stage gate approva
ls
COCA-COLA CUSTOMER BUSINESS SOLUTIONS, Atlanta, GA 11/2007 - 2/2009
Business 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 enha
ncements 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 - 11/2007
Senior 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 3
0% productivity time savings
Product Manager for a custom enterprise portal:
* Managed a $1.5M annual budget for the development and rollout of a custom web
service 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 enterpris
e systems and dashboards
* Established a governance structure and shared goals to align cross-functional
partners
* Defined metrics of success and delivered program updates to executive managem
ent
* Negotiated contracts with vendors to ensure compliance of guidelines and rate
cards
* First application owner to adopt new internal support model by leading applic
ation transition to a shared services model and an offshore outsourcing environm
ent
AKAMAI TECHNOLOGIES INC., Cambridge, MA 10/2003 - 5/2004
Product Manager Intern (MBA Internship)
Performed a market analysis, developed a strategic plan and presented a set of r
ecommendations 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 perfo
rmance
CLARUS CORPORATION, Atlanta, GA 2/2000 - 4/2002
Implementation Consultant, eCommerce software
Led Clarus eProcurement and eXpense software implementations for clients in Nort
h America & Europe
* Managed on-site application implementations, issue resolution, training and s
upport
* 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 co
nsistently meet and exceed client expectations (major clients included Wachovia,
BNSF, and Stryker Howmedica Oestonics)
ERNST & YOUNG LLP, Atlanta, GA 7/1999 - 1/2000
Management Consultant
* Developed requirements documentation, process mapping and project scoping for
implementation 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 targeted
at prospective recruits
WALT DISNEY WORLD CO., Orlando, FL 3/1995 - 6/1997
Industrial 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 theme
parks, resorts, water parks and sports complex)
* Responsibilities included identifying labor drivers, simulating various solut
ions, and developing an optimized staffing plan to reduce wait time and improve
guest satisfaction
EDUCATION
BOSTON UNIVERSITY, Boston, MA 8/2002 - 5/2004
Master 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 - 6/1999
Bachelor of Industrial Engineering (BIE)
Minor in Industrial/Organizational Psychology
Cooperative Education Experience at Walt Disney World Company, Orlando, FL
A?M (Alpha Pi Mu) - Industrial Engineering Honor Society
TECHNICAL KNOWLEDGE & SKILLS
SOFTWARE: MS Office (Excel, Word, PowerPoint, Visio, Project, Access), SharePoin
t, eRoom, Peregrine,
Clarus software suite, Rational Rose, Arena, AutoCAD, StatPro, PeopleSoft, Ariba
, Pegasus, WTPS, Minitab, BEA Weblogic, BlueTitan, MS BizTalk, MS IIS, MicroStra
tegy, Remedy, Oracle, Siebel
CONCEPTS / PRACTICES: SOA, OOA/OOD (UML), Business Process Management (BPM), Lea
n, Agile, Six Sigma Green Belt Certification, PMP coursework