1. SUSAN M. GAVAHAN
Franksville, WI 53126
sgavahan@yahoo.com 262.497.7577 www.linkedin.com/in/susangavahan
SENIOR INFORMATION TECHNOLOGY PROFESSIONAL
Manufacturing | Healthcare | Education
Analytical, IT Professional with comprehensive experience in project management, application support and technical end-
user training. Collaborates with work teams to deliver end-to-end product solutions for large, complex, multiple projects.
Expertise in managing processes, business methodologies, design, processes and change management. Efficient,
organized leader delivering results that align with business strategies and process enhancements.
SELECTED ACCOMPLISHMENTS
Management
− Trained, developed and mentored technical employees, evaluated candidates, reviewed and managed full time and
contract staffing needs, created and evaluated employee improvement plans.
− Built Technology departments, established annual department budgets and collaborated with other managers
developing both company and department mission, vision, and value statements.
− Served as Project Manager for multiple concurrent hardware / software upgrades and implementations in various
industries, using MS-Project and PMI methodologies. Determined time lines and benchmarks, delivering all projects
on time and within budget, with minimal system downtime during cutovers.
− Provided Subject Matter Expertise for procurement system integrating extensive scheduling systems, allowing for
smoother implementation with decreased interruption to services.
− Led and completed high-profile, global, software upgrade of ITSM software package, acting as 3
rd
party / offshore
liaison for end-users and the IT units.
− Defined project needs, created scopes, coordinated team member selection, developed project plans and presented
to executive teams, ensuring all parties were included and informed of the process.
− Utilized virtual environments, such as VMWare, when applicable, reducing infrastructure costs.
− Selected leader / member / contributor of various executive level and IT governance teams.
Information Technology
− Performed Tier 3 Support / Vendor Liaison for variety of end user applications, supporting over 30K users, in multiple
industries. Exceeded targets for fulfilling ticket SLA’s.
− Provided high-level of programming expertise, as well as skill in MS-Office, MS-Project, and MS-Visio, to all projects,
including facilitating end-user training on tools at all levels.

2. − Analyzed and prioritized end user requests for streamlining functionality and recommended hardware and software
solutions.
− Served as Network Administrator for both Novell and Widows 2003 / 2008 AD and for LAN / WANs.
− Led and personalized training procedures, accommodating users at all levels of knowledge and aptitude, using mobile
devices such as: Surface tablets, iPads, iPhones, Androids.
− Collaborated with users, developing reports utilizing diverse Business Intelligent (BI) tools (i.e., SQL queries,
Cyberquery, Business Objects, Cognos, and Crystal Reports) supporting business decisions.
− Created automated tasks for order printing and report processes, eliminating the necessity of 3
rd
shift staffing.
− Built, developed and maintained team SharePoint site, using Nintex workflow automating report posting to the site.
Manufacturing
− Supported assorted ERP systems (i.e., QAD MFG / PRO, EMS-TCM (Workwise), ROI Manage 2000, HarrisData,
CRM Systems, and assorted “Home Grown” packages), ensuring best practices in the manufacturing environment.
− Championed, coordinated, and managed various projects, including upgrading network environments and systems,
application servers and ERP software, maintaining support contracts.

3. SUSAN M. GAVAHAN sgavahan@yahoo.com PAGE TWO
SELECTED ACCOMPLISHMENTS (Continued)
− Redesigned and programmed existing manufacturing systems, streamlining information flow between functional
departments.
− Maintained company / division websites using different content management tools, for external customer use.
− Supported EDI systems, for the transfer of data between companies, allowing for adding trading partners and new
documents as neeeded.
− Wrote interface program that automatically downloaded incoming EDI data and created outgoing documents without
user involvement, eliminating hours of data entry.
PROFESSIONAL EXPERIENCE
BAXTER HEALTHCARE, Vernon Hills, IL 2013 – 2015
Senior Technical Specialist – Analytics
Supported the Global Information Technology Team by creating reports and dashboards that related to the Information
Technology Service Management (ITSM) initiatives. This included Service Metrics, Change Management, Asset
Management, and CMDB areas. Led a global project to upgrade the ITSM software.
SHARE CORPORATION / ATHEA LABS AND PACKAGING, Milwaukee, WI 2012 – 2013
IT Manager
Oversaw all aspects of the IT department, including hardware infrastructure, desktop support, and mobile devices, as well
as software support and staff supervision. Rolled out new CRM package running on Surface tablets to sales force.
MINDLANCE INC., Milwaukee, WI 2012
LMS Program Specialist (Contract)
Supported Harley-Davidson University’s LMS system and created reports.
URBAN DAY SCHOOL, Milwaukee, WI 2009 – 2011
IT Manager
Organized the hardware and software on 2 campuses, standardizing on hardware for consistency. Trained end users and
students in the use of the hardware and software. Helpdesk support for staff and students. Provided report generation for
various donor organizations. Managed staff and contract personnel.
WHEATON FRANCISCAN HEALTHCARE, Glendale, WI 2006 – 2009
Senior Application Analyst

4. Supported 4 applications utilized by the company, including corporate budgeting, procurement, learning management
system, and helpdesk applications. Mentored less experienced Application Analysts. Project management for hardware
and software upgrades.
MILWAUKEE WIRE PRODUCTS, Milwaukee, WI 2003 – 2005
IS Administrator
Supported the company’s ERP system, troubleshot hardware and software issues. Network administration. Project
Manager for hardware and software upgrades, including the upgrading the network from and unsupported version of
Novell to Windows AD.
EDUCATION, TRAINING, AND CERTIFICATION
− BS, Business Management, Concentration: Management Information Systems, UW-Parkside, Kenosha, WI
− Associate Certificate, Project Management (based on PMI methodologies), Milwaukee School of Engineering,
Milwaukee, WI
− Software Training, Visual Basic, SQL, Optio Forms Generation software, QuickBooks, HP-UX, Business Objects
− ITIL Certification, September 2013

5. SUSAN M. GAVAHAN sgavahan@yahoo.com PAGE THREE
TECHNICAL SKILLS
Network: Novell, Windows Server, Linux, UNIX
Application Support: Multiple ERP systems – Learning Management software – Remedy Helpdesk Support
System – Remedy ITSM (Helpdesk, Asset, Change, CMDB, Analytics) – Corporate
Budgeting – Student Information System – Fundraising software – Student Billing –
Government reporting packages / modules – CAD systems – CRM packages –
Procurement software
Web: Developed Web pages using Northwood’s Content Management Software and MS-
Expressions, SharePoint site development
Databases: SQL 2005 / 2008, Progress 4-GL, Unidata / Universe / Pick, Access, DB2
Programming Languages: Unidata / Universe / Pick, Progress, Visual Basic, Access
EDI Tools: Supply Tech, Sterling Products, and a proprietary package used within QAD’s ERP
system
Desktop Software: MS-Office Suite – MS-Project – MS-Visio
Reporting Tools: Crystal Reports – Cyberquery – Business Objects – Cognos

6. SUSAN M. GAVAHAN sgavahan@yahoo.com PAGE THREE
TECHNICAL SKILLS
Network: Novell, Windows Server, Linux, UNIX
Application Support: Multiple ERP systems – Learning Management software – Remedy Helpdesk Support
System – Remedy ITSM (Helpdesk, Asset, Change, CMDB, Analytics) – Corporate
Budgeting – Student Information System – Fundraising software – Student Billing –
Government reporting packages / modules – CAD systems – CRM packages –
Procurement software
Web: Developed Web pages using Northwood’s Content Management Software and MS-
Expressions, SharePoint site development
Databases: SQL 2005 / 2008, Progress 4-GL, Unidata / Universe / Pick, Access, DB2
Programming Languages: Unidata / Universe / Pick, Progress, Visual Basic, Access
EDI Tools: Supply Tech, Sterling Products, and a proprietary package used within QAD’s ERP
system
Desktop Software: MS-Office Suite – MS-Project – MS-Visio
Reporting Tools: Crystal Reports – Cyberquery – Business Objects – Cognos