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CandidateProfile-SusanHarrell,PMP
ProgramManagementProfessional
Innovation | Passion | Results

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.
CoreCompetencies
PMP certified, with over 15 years experience managing customer
implementations, application development and information devel-
opment (online help and product documentation) projects. Actively
utilize project management methodologies to deliver successful
projects. Familiar with IT certifications and possess an attention to
detail and solid coordination skills to manage such a project.
Solid experience working with customers to understand the re-
quirements needed to deliver the contract solution. Experienced
facilitating requirements gathering, planning scope, resource
sizing, schedule analysis and developing solid comprehensive
project plans that cover the full project life cycle.
Accomplished at identifying project risks and developing
contingency plans to mitigate the risk.
Excel at managing a project budget, finding ways to stay within
budget without compromising quality and routinely track profitability
measurements. Understand invoicing and licensing processes and
issues related to installing custom solutions at customer locations.
Possess exceptional organization skills and capable of managing
multiple customer projects at one time. Proven experience managing
diverse and virtual teams (employees and vendor personnel). Com-
fortable managing stressful customer satisfaction issues and project
team issues. Innovative problem solver and demonstrates leadership
qualities to direct project teams and build a collaborative, high perfor-
mance work environment.
Excel at communicating effectively and respectfully with internal and
external customers. Possess the written, verbal and interpersonal
communication skills to facilitate resolutions workable for both
parties. Able to work independently, as well as part of a larger team.
Communicating status to stakeholders and project teams are key to
maintaining a common understanding.
TheCriticalSkills
Proven track record establishing, maintaining and nurturing
customer relationships. Follow-on business typically follows
project completion. Excel at managing and resolving customer
concerns or issues. Able to address additional customer requests
via project change requests as a method to protect scope creep.
Experienced managing unexpected resource changes or issues to
maintain project schedules. Experienced working with vendors and
third-party contractors on project efforts. Dedicated to providing staff
with tools or technical assistance to meet aggressive schedules in a
fast paced environment. Comfortable managing expedited project
deadlines.
Possess analytical, research and problem solving skills to lead
diverse customer projects and address complex issues. Always
evaluating business processes to see if they can be improved or
streamlined. Proficient using Microsoft Office and Project tools.
-Adam Clyde, IBM Technical Sales Manager

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● Built a 10-person team to perform implementations, mi-
grations, custom programs, training, and problem resolu-
tion.
● Focal point between the customer and internal resources.
● Created a custom project plan to manage project activities
and timeline.
● Managed a risk management plan along with a contingen-
cy plan.
● Supported project resources by obtaining whatever they
needed to complete their tasks including negotiating
assistance with other business units.
● Managed project teams cost, quality, delivery time frame,
profitability measurements and schedule.
● Assisted team by researching and developing custom
training materials for the Legal end-user training.
● Held weekly status calls and delivered weekly status
reports documenting accomplishments, planned activi-
ties, issues, action items, key milestones, and concerns.
● Developed separate customer financial report to identify
billable hours, fixed price milestones and expenses.
● Managed Issues and Action Item logs throughout the life
of the project.
● Created change requests and statement of works for new
customer requests. Worked closely with Sales on all
contract requests.
● Upgraded content management (CM) environment and installed four new software solutions. Exten-
sive testing was performed prior to customer acceptance
● Migrated all customer production data from the old CM version to the new.
● Developed custom code to convert old archived emails to the format needed by new email archive
system.
● Tested the legal search capabilities.
● Created training materials and held training for legal group.
● Trained IT group on records management.
● Customized records management functionality to create more rules for managing the archived emails
and data.
● Activated records management customizations in Production.
1
5
Results
3
Milestones
Challenge
2
ActionCaseStudy1ProjectLeadership
ReinventingLegalDiscoveryUtilizingNewIBMTechnology
4Obstacles
● Save time and legal and IT resources needed to search archives
by providing advanced search tools designed for litigation
searches.
● To accomplish this, the customer needed to move old archived
emails to a new archive system in order to use the new search
tools.
● Customer needed to drastically reduce space needed to house
company’s archived emails and documents.
● This project used five newly released IBM software products that
would make this solution possible.
● Customer was the first company to use the new software. The project progress was closely managed
and potential software issues were escalated to facilitate immediate assistance.
● Lined up design, development, product architects and other experts, as needed, to assist with
resolving product problems during implementation.
● Utilized escalation management and key management across business units to minimize time
resolving urgent software issues.
● Factored in buffer to address delays in software releases.
● Email migration between two archive systems had not been done before. Negotiated assistance from
key migration specialists to advise us.
● Negotiated with Sales special funding to cover resource costs during migration tool defect issues.
● Successfully migrated all customer production data.
● Freed up considerable customer storage used for old email archive. New archival software required
70% less space than the old email solution storage required.
● Overcame technological limitations to successfully develop custom tools to convert old archive
emails to new archive format.
● Discovered new capacity planning and installation requirements that should be discussed in pre-
sales phase to bypass potential issues.
● The customer legal staff readily accepted the new archive and search/discovery tools as it shortened
their discovery process and provided higher quality results.
● Key customer IT managers spoke at IBM’s annual conference held in Las Vegas,
2010 on their positive experiences and overall savings achieved as a result of implementing this new
solution. Sessions were standing room only.
● Client became a formal reference for IBM so potential customers interested in this solution could
contact them about the details of this solution.
John Goodman, IBM Software Group, Industry Solutions Implementation Services Director

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CaseStudy2 TheProjectLifecycle
AProcessinEfficiency,ExecutionandImpact
1define 2plan
3execute
4close
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-Wayne Senitta / Eric Fonkalsrud, Senior Technical Architects at IBM Software Group

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Endorsements
“I have had the
pleasure of working
with Susan for several
years, both of us
doing Project Man-
agement work. I have
always found Susan
to be highly profes-
sional, well prepared,
and very thorough in
her work. I consider
these to be essential
traits for a successful-
ly managed project,
and consider Susan
an excellent example
of how one should
manage projects.”
Barbara Sanders, Sr.
Project Manager, IBM
“I have had the pleasure of working with Susan at IBM. She
has always been highly motivated and very customer
centric. I have always admired Susan's ability for organiza-
tion, as well as her ability to motivate people that were not
actually her direct reports. Her ability to mentor in these
areas was greatly appreciated. I would not hesitate to work
with Susan again, or to recommend her for any position
requiring these skills.”
Dave Warner, Advisory Project Manager, IBM
Witzer
AdditionalendorsementscanbefoundonSusan’s
LinkedInProfile: www.linkedin.com/in/susanharrell
“Susan's project management capabilities, professionalism,
and grace under pressure enabled her to lead distributed,
disparate, and distressed groups to successful project con-
clusions despite the constant confusion and politics associ-
ated with CP’s junior status in a global corporate merger. I
look forward to any opportunity to work with Susan in the
future.”
Jeff Witzer, PMP, Project Manager at CP Ships
“It was a pleasure to work with Susan and I frequently wanted her to manage my projects.
She is very detail-oriented and thorough. She was able to develop strong client relationships
and effectively handle issues as they occurred. Having Susan in charge of the project defi-
nitely made my job easier.”
Bryon Isaacs, Software Services Sales Manager, IBM
Isaacs
Warner
Sanders
-Jonathan Foo, IBM Sales – Technical Sales Specialist

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WorkSamples ProjectAccountabilityandPlanning
-Bill Pollard, Director of Program Service Delivery, CP Ships
This is a sample page of
a comprehensive Project
Plan used to implement
a next generation
enterprise content
management project in
support of a gas/oil
energy client.
BRIEF

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WorkSamples ProjectControl
-Tony Payn – Senior Director of Australian/New Zealand Oceanic Operations at CP Ships
This screen capture shows a financial spreadsheet used to track budget hours versus
actual hours. The resource costs and billable rates were factored in to determine
planned versus actual profitability rates.
BRIEF