Susan Ridge has over 20 years of experience in contract and project management in both government and private sectors. She has managed multi-million dollar projects and teams for Transport NSW, State Super, NSW Lotteries, and more recently for the National Broadband Network rollout. Ridge has expertise in customer service, computing, project planning, business analysis, and communication skills. Her resume highlights her roles and achievements managing budgets, teams, schedules, and deliverables for various projects.

1. Resume For Susan Ridge
Susan Ridge
305/20 Gerrale St,
Cronulla NSW 2230
Home: 02 9543 4150
Mobile: 0407 201 585
Email: suebromwich@hotmail.com
PROFILE
An administrator and project manager with excellent communication skills at all levels of
corporate management, innovative approaches and modern ideas to solve complex issues, and
highly developed trouble-shooting skills. A diverse 20+ year career background in contract and
project management that encompasses employment in NSW Government and private sector in
roles as diverse as:-
• Contract & Project Manager for Transport NSW Transport Infoline - 131500
• Superannuation consultant to chief and senior executives for State Super
• New Business Development & Marketing Systems Coordinator for NSW Lotteries
• Business Analyst for State Super’s Annual statements
• Policy and Research Officer for the Casino Control Authority
EXPERTISE
• Customer management/care
• Computing (any applications/issues – I have university qualifications in business
computing)
• Project planning and management
• Business analysis and research
• Advanced writing and communication skills, including media releases and
newsletters/other documents
RECENT ACHIEVEMENTS
• National Broadband Network rollout - Workforce Management Centre (Thiess and
Visionstream – this position is terminating as the company is moving this operation to
Melbourne on 14 Oct 2016):
- Project administration utilising Quintiq and Click (work management scheduler)
and managing teams of installation contractors
- Planning/scheduling work and reporting on performance.
- Technical knowledge of NBN equipment and providing troubleshooting skills to
determine best outcomes.
- Member of the “TTT” team that dealt with troubled tickets requiring a higher
level of technical knowledge and expertise.
• Contract and project managed the Transport Infoline 131500, Transport NSW:
- Assisted/guided the design of the website and the implementation of the Call
Centre for the Transport Infoline
- Managed the contract with the Transport Infoline call centre and internet
service provider (Stella), including the $10 million budget, on behalf of the
Government agencies
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2. - Reported on the provider’s performance and other business issues at monthly
meetings of the Board of Directors (CEOs of the government Agencies)
- Ongoing performance management with the public sector department
representatives to ensure their needs were met by the call centre operator.
• Consulted on Superannuation options to CEOs and Senior Executives :
- Consulted with chief and senior executive officers of NSW Government
Departments and advised on superannuation options and issues.
- Undertook the more complex superannuation issues including meeting with the
Government Actuary as required.
- Business Analyst for Annual Statements
• Introduced business developments and marketing information systems to the
Marketing Division, NSW Lotteries :
- Developed and project managed new games for the NSW market for Lotto
Strike and Powerball including formulating the business development case,
profitability projections and probability of results
- Maintained the Marketing Division’s $40 million budget and reported on
compliance to the Marketing Director.
- Assisted the Marketing Managers’ training and development in computer and
information systems, and drafted appropriate training material.
- Conducted research into lottery trends internationally and determined
expected profitability for new games.
- Looked after the needs of visiting lotteries Directors from other countries
including site-seeing tours of Sydney’s tourist attractions.
• Performed a wide variety of tasks involved in the selection of the first casino operator
for NSW. This included policy, research, drafting legislative requirements, production
of media release papers for the launch date.
• Conducted market research (Domestic Tourism Monitor) relative to Tourism NSW and
published major reports. Also developed policy and procedures relative to tourism.
BUSINESS EXPERIENCE
• 20+ years in the NSW Government environment, working through various roles as
contract and project manager, consultant, business development manager, business
analyst, policy and research.
• 1.5 years’ experience working in various roles related to the National Broadband Network
(utilising Quintiq and work scheduling software).
KEY SPECIALISATIONS
• Leadership and people management of a multi-discipline and multi-skilled team, capable
of superior performance and deliverables on projects.
• Project management of multi-discipline and multi-technology projects
• Business and Marketing plans including functional and competitive analysis
EMPLOYMENT HISTORY
National Broadband Network Project Administration Officer and Member of the
Troubled Ticket Triage Team (Thiess/Visionstream) – May 2015 to 14 October 2016
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3. • Managing teams of installation contractors, fielding enquiries from contractors, customers and
the NBN.
• Planning/scheduling work and reporting on performance.
• Highly developed technical knowledge of equipment used and troubleshooting skills to identify
and rectify issues as they arise.
• Develop project plans and task definitions for projects managed.
• Project reporting on progress and escalations where necessary
Contract Manager, Transport Infoline 131500, Transport NSW
• Managed the contract for the 131500 Transport Infoline Call Centre and internet site, including
managing the $10M budget.
• Assisted in the development of the call centre operational procedures and internet site
development and functionality.
• Reported on the provider’s performance and other business issues to the Board of Directors
(CEOs of the Government transport agencies).
• Liaised with public sector department representatives to ensure their needs were being met.
• Develop project plans to address any modifications required.
• Project reporting on progress and escalations where necessary.
QUALIFICATIONS, EXPERIENCE AND KNOWLEDGE
• NSW University – qualifications in Business Computing and Commerce.
• Partial completion of Associate Diploma in Travel and Tourism at Sydney TAFE
• I have over 20 years of business experience in the government and private sectors.
• I have delivered all projects assigned to me in a timely and efficient manner - as a senior
manager, I have always been held accountable for every aspect of my projects and have
achieved an outstanding success rate of completion on time and within budget.
• As a successful project manager, I have been required to solve many different issues and
obstacles with lateral and innovative thinking. I also have highly developed and effective
troubleshooting skills which have ensured my past and future success.
• I have proven written and oral communication skills with both senior managers/directors and
customers, having provided effective presentations and liaison/communications to both groups to
ensure their ultimate satisfaction and follow-up matters as required.
PERSONAL ATTRIBUTES
• I have the confidence to exercise independent judgment on a day to day basis.
• I have excellent time management skills.
• I am a team player (but also happy to work independently) and have demonstrated this by
working effectively with other staff on multi-disciplinary projects, ensuring we are all working
towards the same goals, and cooperating to ensure the success of the various projects
• I am an active, fit person (currently playing womens’ softball and mens’ baseball) and like a
challenge.
• I am the person that is given the “too hard” cases or the difficult customers – this is because I am
very calm and focussed, able to solve complex issues as required and excellent communication
skills.
INTERESTS
• A variety of outdoor sports such as softball, tennis, baseball, swimming, and snow skiing.
• Hobbies include travel, reading, music, dancing and gardening.
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4. • I assist the community and less fortunate groups, through involvement in :
 Board Member and Newsletter Editor, Hypoglycemic Health Association of Australia
 President, NSW ME/CFS & FM Association of NSW Incorporated
 Support Group Coordinator, Southern Suburbs, Coeliac NSW & ACT
 Publicity Director, St George Alpine Club (for 6 years, but recently withdrew from the
Board)
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