This summary provides an overview of Susan Dyl's experience: Susan Dyl has over 15 years of experience in project management, release management, change management, and quality assurance. She has led teams in both waterfall and agile environments, completing all projects on time and under budget. Her skills include customer relations, effective communication, and problem solving. She is experienced in both IT operations and software delivery across various technologies.

1. Susan Dyl
Hutto, TX (617) 852-1186 ● sdyl@austin.rr.com ● www.linkedin.com/in/susandyl/
Release Management
Change Management
Scrum Master
Project Manager
Experienced leader in all aspects of Software Delivery. Extensive experience in direct customer
relations and project management. Led many teams to successful project completion using waterfall
or scrum. Every project was within or under budget and on-time or completed ahead of deadline.
Created positive work environment and motivated employees to be innovative. Communicator and
problem solver able to make decisive and accurate decisions in a fast-paced environment. Over 15
years experience in IT industry and implementation supporting various types of environments
including building and planning of the infrastructure. Key skills include:
Customer Focused Change Management Release Management
Incident Management Facilities,Infrastructure,Network Project Leadership
Policies & Procedures Technical Project Management Collaboration across all teams
Change Management Problem Solving IT Operations
Technical Understanding of Agile Methodologies
Training and Coaching Agile/Scrum
Fluent in Portuguese
Career Highlights
Worked with developers in an Agile/Scrum environment to launch new managed service
products within the Cloud technology including working with many third party open source
companies for web services such as .NET, Java,Bare Metal, and Vyatta,as well as partnering with
Softlayer. Schedule and estimate Sprints, FVT Testing, Development and Reviews. Working with
cross functional teams. Lead the compliance team to establish that all software had been tested
and reviewed prior to release. Run project from implementation, thru development, testing and
release including change management
Released new software product to increase sales revenue. Established objectives, schedule,
resources and budget. Led team to deliver quality product. Completed project on time and within
budget. Increased sales revenue to client by 25%. (Gtech/Project Manager)
Plan, Direct and coordinate a new facility backup data center project. Established hardware
and software requirements. Procured all equipment and coordinated efforts of software team and
infrastructure network engineers to project completion. Increased customer satisfaction and reduced
down time of production system and SLA’s by 65%. Gtech/Project Manager
Implemented new promotional software project for customer that would increase revenue
by 20 %. Worked with cross functional team that was new to this type of software delivery. Coached
and coordinated weekly meetings and set reasonable and achievable goals. Achieved successful on-
time delivery. Gtech/Project Manager

2. Professional Experience
ERCOT, Taylor TX. ( August- Present) – Contract Hire
Ensures proper planning, deployment and decommission of changes in ERCOT facilities, infrastructure
and software. Maintains and enforces the processes and policies that govern IT Releases, Change and
Configuration Management. Ensures audit tracking, reliability, availability, system integrity and risk
mitigation. Coordinates with over 25 business units and adheres to governmental department policies
and procedures providing consistency and repeatability in the final solution for service delivery. Works
closely with configuration management to add/update in the Configuration Management System
uCMDB. Work with tools such as JIRA, Confluence. Promotes organizational awareness regarding IT
Change and Config. Assists in preparation for compliance and audits.
Education Partners, Austin, TX ( May 2015 – present)
Education Partners is a SaaS based education technology company based in Austin, Texas which has
designed a rules based engine that marginalizes compliance risk and features document management,
configurable workflows, dynamic forms, electronic signatures and process dashboards around key
business functions for colleges and universities.
Release Manager I am the gatekeeper of release management and change management processes
and the owner of all software and infrastructure processes. Responsible for prioritizing, planning,
scheduling, execution, testing, change management and communication and successful delivery of
major, minor and unscheduled software and infrastructure releases for Education Partners and our
customers.
I am a major contributor of a growing Agile release management team. I participate in all scrum
meetings and coordinate requisite activities with team leads across the release life cycle including
release planning, scoping, schedule, development, testing, user acceptance, knowledge assets and
training, client communication, deployments and production support. Knowledge of TFS, JIRA and
Confluence tools. Work with cross functional teams within different geographical regions and manage
developement resources for capacity and metrics.
IBM Corporation, Austin TX (2014 – 2015)
Advisory Project Manager/Scrumaster
Work with developers in an Agile/Scrum environment to launch new managed service products within
the Cloud technology including working with many third party open source companies as well as
partnering with Softlayer. Schedule and estimate Sprints, FVT Testing, Development and Reviews.
Working with cross functional teams. Lead the compliance team to establish that all software had
been tested and reviewed and met all criteria prior to release.
Gtech /IGT Corporation, Austin, TX & Tallahassee, FL (2000-2014)
Software Project Manager/ Change Management / Release Management
Coordinated with customer to facilitate requirements gathering and QA Testing. Leading projects from
inception thru requirements, development, testing, change management and release management.
Provide support for infrastructure, hardware, Point of sale hardware and firmware, Operations and
network. Release of new products hardware and software, maintain services and SLA agreements and
production support post install. Support satellite communications and infrastructure of the network
including Incident Management and Risk Mitigation. Maintaining compliance and integrity of the
systems, platforms and architecture. Support
documentation of policies and procedures. Plan, coordinate and communicate all release management
activities.
▪ Released new software product to increase sales revenue. Established objectives, schedule,
resources and budget. Led team to deliver quality product. Completed project on time and within
budget. Increased sales revenue to client by 25%.
▪ Streamlined project estimation budget process. Created new process flow and procedure.
Administered and coordinated training to Project Managers. Decreased overhead costs to future

3. project budgets by $7K.
▪ Coordinated training for client. Developed curriculum and materials and presented to client for
approval. Traveled to customer facility to deliver four day course. Improved customer satisfaction
and reduced client cost by 40%.
▪ Developed new procedures for operations team. Used “train the trainer” approach to roll out
information to all operations staff. Decreased budget cost by having in-house operations perform
tasks that were previously outsourced.
▪ Collaborated with Regional Lead Director to develop process training and methodologies
curriculum for team located in Argentina. Developed documents and documented all relevant
processes. Delivered training to team. Resulted in higher scores for compliance reviews and saved
in overhead cost by 25% by not having to go back and redo project documentation.
▪ Released new game concept for customer where customer’s current platform was very old
software. Researched company database to find resources that could develop on this platform.
Created objectives, planning, requirement, schedule and budget. Launched new game on time and
saved 20% of budget.
Software Quality Engineer/Site Software Coordinator
Developed all Quality Test Plans and Test Cases. Performed all of System Test and facilitated
Customer Acceptance Testing.
▪ Assembled task force team to investigate issue with equipment in field. Worked with team to
brainstorm ideas and solutions. Identified root cause and was able to quickly get software release
to customer. Decreased future SLA’s by 85%.
▪ Coordinated offsite event for customer. Ensured all equipment was delivered to new location.
Collaborated with network engineers to obtain remote connectivity to back end system. Assisted in
hardware set up of remote location.
Software Quality Engineer
Collaborated with Product Managers to test Enterprise Series software. Created all Product Test Plans
and Test Cases for software and communications software. Performed product testing and ensured on
time delivery.
▪ Investigated issue reported by customer. Collaborated with product team to identify root cause.
Diagnosed issue and produced new product specification to give to vendor. Expedited delivery to
replace old parts as quickly as possible. Increased customer satisfaction and reduced cost of
replacing malfunctioning equipment. (QA Engineer/Gtech)
▪ Collaborated with Product engineers to create test scenarios for unit testing of a new web-based
application that was being developed. This increased productivity and decreased the amount of
issues found in product testing.
Software QA Analyst—Communications
Create Test Plans and Test Cases for Communications Software. Tested software of various
communications types and protocols. Tested network infrastructure and verified connectivity to point
of sale terminals.
▪ Assisted with the development of a new communication software protocol using TCP/IP. Created
communication enhancement requirements to deliver to product team. Implemented new
software to the customer and increased productivity by 35%
▪ Tested and delivered new prototype point of sale terminal to customer ahead of schedule.
Increased sales by 15% and decreased budget by 25%.
IBM Corporation, Middletown, RI (1997-1999)
Technical Customer Support Engineer
Tier 2 support for Global customers and Call Center software. Investigated issues reported by
customers and maintained SLA agreements. On call 24x7 Support.
Education

4. B.S., Information Systems, University of Massachusetts (Dartmouth, MA)
A.A., Accounting, Fisher College (Fall River, MA)
Technical Skills
Trained in:
PMP / SDLC / DTL / CMMi / CSQE / MSProject / RUP/JIRA
SDLC- Software Development Life Cycle/Waterfall
Agile/Scrum Framework- Certified Scrum Master
Change Management/ Release Management
DTL- Develop the Leader in You
CMMi – Capability Maturity Model
TFS, JIRA, Confluence
Tools: JIRA, Quality Center, Test Director, LM1 Protocol Analyzer, Comm Probe, Etherpeek, Ethereal,
MUTT, NMS, Documentum
Operating Systems: DEC, DOS, AIX, UNIX, VMS, CICS, AS/400
Languages: Cobol, Cobol II, Pascal
Networking Protocols: TCP/IP, UDP, SNMP, X.25, X.42, X.28, Radio, Satellite, Wireless
Products: Meditech MSOffice, Enterprise Series Suite, PX2X, HP Openview, Tivoli , Callflow, TCS, MDp,
DVB, IBM MQ series, Windows 98-XP