Susie Paddack (H) 703.737.6110

Leesburg, VA 20176 (M) 703.727.7187 sspaddack@verizon.net

Summary of Qualifications

A versatile senior project manager possessing over 25 years of IT industry experience in the management and oversight of all facets focused on project standards for commercial and government clients. Possesses particular passion for improving, planning, managing, and executing processes following industry best practices such as PMP and ITIL while delivering customer service using repeatable and high quality solutions across integrated engineering disciplines.

Business Relationship Management Federal Project Management Program Management Vendor Management Performance Management Operations Management Business Process Improvement

Service Management

Career Highlights

Managed IT Tier 2 Field Support technicians at customer sites providing daily interaction with the user population to

resolve incidents meeting SLA requirements. Coordinated with other support towers providing centralized shared services, including Service Desk, Network Operation Centers, Security, Engineering, Distributed Systems Engineering and Desktop Engineering as the IS Infrastructure Delivery Manager. Restructured the support staff resulting in staff reduction from 37 to 20 technicians using ITIL processes.

Managed the daily activities of configuration and operation of business systems and enforced security procedures.

Managed a team of 49 IT technicians supporting a large government agency contract including incident management, change management, and problem management measured with Service Level Agreements. Brought the agency’s ticket count from 2000 tickets down to 900 tickets in three months.

Managed independent IT hospital projects insuring the network cabling was completed on time and under budget across

multiple locations. Directed and coordinated vendors’ activities on a daily basis to eliminate project waste with time and resources. Each project required managing construction, multiple servers, and network cabling while continuous patient care was not interrupted during any of the projects.

Developed a quarterly customer service survey to measure staff performance with Loudoun County Government DIT.

Designed and wrote the survey for 2600+ employees’ feedback in analyzing engineers’ job performance countywide. Produced monthly performance statistic reports on workload metrics. Reduced staff by 27% and improved customer service. Revamped staff logistics locations that resulted in improvements in response time.

Developed a proposal and implemented a telecommuting program for 15 medical records personnel to be able to work

from home saving hospital resource costs. Researched vendor choices for required hospital network environment, participated on the procurement committee, procured the computer hardware/software for the project, configured, installed, and trained medical staff on proper use of new hardware/software. Medical staff produced reports productivity increased by 50%.

Produced hospital LAN network standards for procedures. Documented network and IT staff procedures improving

inventory control as well. Strengthened hospital’s network structure as a result of the newly developed standards. Each wiring closet labeled correctly in the event of cabling failure to expedite quick resolution ensuring physicians had access to patient records.

Project manager building a VPC (Virtual Proposal Center) proposal rooms providing a centralized proposal development

environment. The project’s purpose was to create processes and an environment that works collaboratively with other internal organizations. The project was completed on time and under budget.

Staffed two large federal agency disaster exercises with competent computer technicians for one week period. Staff

was pulled from 25 offices while continuing daily government business. Recognized by agency executives for successful implementation and team commended for exceptional performance.

Member of a Crisis Management Team representing the corporation’s Information Technology requirements in the event

of an emergency or disaster. Participated in mock exercises and trained staff of proper procedures to follow when needed.

Susie Paddack Page Two

Professional History

AAC Inc., Vienna, VA 2012 - present Transition Manager, Sr. Project Manager

Planned, directed, evaluated, and managed transition activities of a large scale federal customer ensuring all objectives and goals were accomplished in accordance with contractual requirements. Provided direction to the team in process reviews and alignment with the federal customer. Gathered business requirements from stakeholders covering multiple projects spanned across cross-functional teams of engineers and engineering project managers engaged in Service Transition and O&M. Directed and managed project teams from initiation to closure. Provided expertise on troubled projects, regaining customer confidence and analyzing broken processes. Provided management oversight of projects by the means of status updates, performance tracking and reporting, phase-gate reviews, and change control. Identified and mitigated potential transition risks ensuring the transition proceeded according to schedule. Established communications and reporting chain of command for transition and developed a Stakeholder Register. Accenture, Reston, VA 2010 – 2013 Transition Manager

Responsible for implementation and tactical execution of simultaneous project activities on two large federal intelligence transition contracts to include the successful delivery of complex, multi-processes, and developing and executing transition plans that will enable the federal customer to migrate processes without operational disruption from the current site. Ensure all transition plans are consistent and integrated with the overall Program. Provides day-to-day interface to the program management, technical staff and support organization teams to ensure all tasks are completed according to schedule and contractual requirements. BAE Systems, Herndon, VA Regional Support Manager 2007 – 2010

Responsible for managing the delivery of IT services for internal customer accounts spanning 22+ DC and Northern Virginia regional locations. Responsible for end to end IT infrastructure delivery being the customer’s single point of contact for all issues, requests, and projects relating to the technical infrastructure. Provided day to day direction for infrastructure staff consisting of 49+. Developed policies and service standards and managed a $33M budget supporting a large federal IT managed services management contract. Reinforced best customer services practices on a daily basis. Collaborate with all departments to ensure needs are identified and benefits are delivered and satisfaction is operating at its highest level. Fannie Mae, Reston, VA 2006 - 2007 Sr. Project Manager

Managed a team of project managers and infrastructure engineers that interacted directly with platform application teams across the organization to address infrastructure related projects. Proactively met customer needs, providing security, access control, performance and capacity related infrastructure advice to customers, ensuring system infrastructures are built according to Fannie Mae standards. Managed the Change Management approval process in the infrastructure environment. Computer Sciences Corporation, Washington, DC Customer Service Technical Manager

2005 - 2006

Managed multiple satellite support teams with desktop support operations contract at the EPA (Environmental Protection Agency) Washington DC’s headquarters. Responsible for desktop, call center, and voice support performance. Responsibilities included managing desktop support operations for headquarters customers. Managed a 75 member technical staff with 2 managers directly reporting to me. Oversaw and managed the daily support scheduling of 25 offices as well as staff hiring and development in addition to managing a $12M+ budget. Loudoun County Government, Leesburg, VA Technology Services Site Manager

2001 - 2005

Managed a team consisting of 20 system engineers, network engineers, help desk, and logistics in supporting Loudoun County, VA’s IT environment. Directed team of 75+ County office coordinators to ensure consistent collaboration and communication with current technology. Implemented customer service practices and procedures, upgraded the Service Desk, and reduced staff level. Global Software Corporation, Oklahoma City, OK Project Manager / Consultant

2000 - 2001

Developed law enforcement agencies dispatch hardware/software requirements. Consultant with public safety agencies nationwide in implementing shared information with other agencies while supporting their infrastructure environment.

Education Professional Affiliations BS – University of Science & Arts of Oklahoma Project Management Institute (PMI) MBA – Strayer University Washington, DC PMI Group (PMIWDC) Women in Technology (WIT)

Certifications PMP – Project Management Professional ITIL – Foundation & Bridge v3 ITIL Support & Restore Practitioner ITILv3 Intermediate Service Strategy & Service Transition Six Sigma Green Belt Program Management