1. Susan Harrington Colorado Springs, CO| sueharrington16@yahoo.com | (719) 231-2655
www.linkedin.com/in/smharrington1
SENIOR PROJECT/PRODUCT DEVELOPMENT MANAGER
PMP Certified | PROJECT MANAGEMENT | Product Development
PMP Certified with strong business experience managing and motivating large teams of all business levels both
domestically and internationally. Top performer in motivating team members to drive projects from conception, to
implementation. Project Manager leveraging strong business skills and a comprehensive understanding of project
management methodologies, project lifecycle, and a variety of Project Management tools and platforms. Product
Development manager leveraging strong skills in overseeing new Product growth to the marketplace, growing
revenue and customer base and forecasting new products and revenue for future expansion.
Skills Summary
Requirements Analysis and Development Profitability Analysis
ROI Analysis Project Scheduling
Promotional, Analytics QA/UAT Testing/Rollout/Support
Marketing Research Process Development
Cross functional Supervision Lean Six Sigma
Client Relations and Presentations Vendor Management
International Network Migration Product Development
PROFESSIONAL OVERVIEW
WESTERN UNION INTERNATIONAL, ENGELWOOD, CO
Project Manager 2014 – Present
 Worked with various internal and external teams to plan and execute the new Western Union/NetSpend
cobranded prepaid card.
 Planned and executed the wind down of the Western Union Prepaid and Receive cards. Extensive work with
Meta and Bancorp and Processors to track and meet critical target dates for wind down of card account
closure and BIN deletion.
 Led numerous projects and reporting initiatives including new Settlement processes, commissioning
processes and structure, sales tracking, MT transactions and reporting on these new processes between
Western Union and NetSpend.
 Gather detailed business requirements for WU.com, WUprepaid.com changes for wind down projects as well
as new features including loyalty programs on the new card platform.
 Coordinated across project team to ensure on time and within budget deliver of all assigned projects to meet
the business needs.
 Developed and conducted testing for QA, UAT and Production throughout various stages of the project to
ensure all changes meet the business needs to ensure positive customer experience.
 Mange and resolve issues and risks throughout the project lifecycle.
 Worked with various team members to manage financial estimation and budget tracking for all projects

2.  Assigned and managed activities of multiple project teams including analysis, documentation,
design/development, testing, problem resolution, status reporting, implementation, post implementation
review and auditing of lessons learned.
 Developed and maintained various project progress reports for executive management on daily and weekly
basis including project status, risks, issues and budget.
Verizon 1995 – 2014
Project/Product Development Manager
• Developed business case/product description for proposed new product offerings defining the product
business model, opportunity, competitive environment, and revenue projections, allowing management
to select future products for implementation.
• Project managed development of new product offerings including: UC&C, UCCaaS, VoIP (International
and domestic), Managed IP PBX, OVC, Global calling card.
• Utilized Lean Six Sigma to streamlined sales and implementation processes in order to improve
efficiencies in order entry, provisioning, and networking resulting in reduced costs of $7M.
• Project managed collapsing of billing systems to provide an improved customer experience and reduce
the amount of billing platforms saving the company approximately $10 million a year in support and
development costs.
• Developed Business Requirements and pricing model for E2Ei to streamline implementation, provisioning
and billing for the US and EMEA.
• Project Manager for switch over of European network to CS1. Managed team of international engineers,
developers, architects to revamp the entire European network to a more cost effective, efficient
technology to improve quality to EMEA customers and increased revenue for the company.
• Successfully managed product development to launch and post launch for the Domestic Business Calling
Card, Global Calling Card, Operator Services, 900 Services, network Installation in both Europe and Asia
Pacific for Voice over IP and Global Vnet Product, Voice over IP for North America, Unified
Communication and Collaboration as a Service, and Managed IP PBX.
• Managed IT groups for the development, testing and upgrade of Cisco 9.1 and NETIQ. This included
customer software implementations for large customers such as Kaiser, Joy Global, Burberry.
• Managed all Stage Gate Reviews and associated cross functional support. Managed PLM data integrity
report and PLM post launch report by project.
• Developed process/sales documents for numerous Products including Voice over IP, UCCaaS, Managed IP
PBX, CPNI, HIPAA, Geo-redundancy, for Sales/Marketing as well as install and service delivery groups.
• Planned and coordinated the testing and certification of customer premise based CPE to support the
product; working with CISCO, Siemens/Efficient, NETIQ and various other vendors.
• Project managed Session Border Controller vendor selection and implementation with Voice over IP.
• Project managed IPPBX; including writing product requirements, vendor selection, vendor testing,
Internal lab testing.
• Provided product solutions to customers with reduced level of efforts through joint analysis and design
sessions with customers, marketing, software/network engineers, executive management and a variety
of software developers and programmers both domestically and internationally.

3. • Responsible for maintaining capital expense for projects in excess of $20M in both Domestic and
International Markets.
• Assist Account Teams on RFP’s for Major Corporations as well as extensive Government Bids.
• Co-chaired committee to develop Installation Manual for customer service, sales engineers, field
technicians and customers for a variety of products including Calling Card, Global Voice Services, Voice
over IP UCCaaS, Managed IPPBX, UC&C.
Norstan Communications 1989-1995
Operations Supervisor/Project Manager
• Highest sales of maintenance contracts for 4 years.
• Grew maintenance contract for the company by 70% for customer base of 100+.
• Assisted sales with RFP’s, new customer tours of service area, technical support and national trouble
handling call center.
• Presentation to new/potential customers with executive management to grow company revenue.
• Supervised team of 12 technicians and 5 software coordinators to plan, manage and implement unique
customer solutions on premise.
• Project Manager/Supervisor overseeing field technicians and software coordinators to install PBX’s,
Contact Center including Aspect call centers, IVR, VRU, Octel, Rolm voicemail, AVT, customer specific
software and hardware solutions to ensure highest level of customer satisfaction.
• Chaired business units’ process improvement efforts to improve customer experience and company
productivity by 70%.
• Responsible for employee time sheets, expense reports, conducting new hire interviews, monthly
status/team meetings, training, employee development (developing goals and career paths for each
individual employee) and maintaining productivity level of 85% or higher.
• Maintained vehicle inventory of $150k for each union technician.
• Responsible for overseeing all work orders and service calls in assigned territory.
• Responsible for maintaining and meeting department budget and increasing Moves Adds and Changes
and Service revenues through sales with existing customer base.
• Interfaced with Network Vendors such as US West, United Telephone, AT&T on installations and
troubleshooting network problems to resolution. Dealt heavily with customer issues, problems and new
applications on a variety of products such as Rolm 9751 MODEL 10, 40 and 50, 9006 MODEL 80 and 30E,
Phonemail, Octel, AVT, VRU, Rolm 8000 and 9000 PBX Systems, Aspect.
EDUCATION
Bachelor Degree College of St. Benedict, St. Joseph MN
PMP Certified PMI
TECHNICAL SKILLS

4. MS Office (Word, PowerPoint, Excel, Visio), UCCaaS, VoIP, UC&C, E2Ei, Contact Center, VRU, Call Center, IVR, Lean Six
Sigma.