SUZANNE LEDO

1145 N 87th Way, Scottsdale, AZ 85257 (H) 480. 730-5522 (M) 480.234-1008

E-mail: LinkedIn Profile: http://www.linkedin.com/in/suzanneledo

SUMMARY: Experienced IT professional seeking opportunity within a growing, dynamic organization. Skilled relationship builder with solid customer service background and diverse experience in network design, project coordination, sales engineering, service delivery, technical writing, Web/SharePoint design and training. Dedicated, detail-oriented, skilled in follow-through and presentation, with a keen understanding of planning and processes, and a passion for technology. Hands-on experience with:

LAN/WAN Network design / Service Delivery Management / Project coordination
Process Improvement / Relationship building / SharePoint management/design
Creative problem-solving / Business and technical writing / Sales Support/Service Delivery
Courseware development / Training / Web design

EDUCATION/CERTIFICATIONS

* Bachelor of Science/Business Management, University of Phoenix 2002 GPA 3.75

* Cisco CCNA and CCDA certification 2001

PROFESSIONAL EXPERIENCE

-- Freeport McMoran – November 2009 – February 2010:

SharePoint Expert at Freeport McMoran (Contract)

·  Short-term project to migrate existing CRM data into SharePoint lists and update look and feel of Sales and Marketing site, with CSS navigation, custom graphics and custom permission groups.

-- AAA NCNU - May 2009 – September 2009:

Technical Writer/Documentation Specialist – Disaster Recovery (Contract)

·  Technical writing and analysis, discovery and research efforts within IT to assist with the creation of disaster recovery documents such as DR Plans, Playbooks, Standards and Business System Recovery Plans.

·  Coordinated documentation for upcoming DR exercise

·  Created high-quality interactive PowerPoint presentations

·  Organized and updated SharePoint site

·  Assist team members with other duties as needed.

-- Custom Training Institute – March 2008 – Present:

Online Courseware developer/Web Designer (Freelance)

·  Created online training courses: Cisco CCDA, CCNP Switching, and MS Server 2008

·  Redesigned CTI website using DreamWeaver and Flash (see www.customtraining.com)

·  Continue to provide occasional updates and site maintenance

-- DHL March 2007 – October 2007:

Telecommunications Project Management (Contract)

·  Managed/Coordinated multiple network migration projects.

·  Proactively resolved and escalated any issues to ensure project integrity.

·  Validated site information, assigned IP addresses, updated Visio network diagrams, and maintained internal documentation on SharePoint site.

·  Monitored and inventoried 2500+ wireless access points and WLAN controllers.

·  Coordinated installation of data communications equipment and services with remote sites, engineering, provisioning and vendors.


-- SunGard Availability Services August 2002 – October 2006:

Solution Coordinator (Telecommunications Project Coordinator)

·  Post-sales support, project coordination (750+ total projects) customer relationship management and implementation support of telecommunications services for Disaster Recovery and Managed Services clients.

·  Utilized Remedy and MS Project.

·  Decreased problem/error rate and increased customer satisfaction by reviewing telecommunications solution, working with sales, sales engineering, client, internal and external provisioning, vendors and operations to ensure timely and accurate implementation of backup data solution.

·  Created and implemented effective processes, workflows and communication methods for the Solution Coordination team.

-- US WEST / QWEST COMMUNICATIONS March 1996 – May 2002:

April 2001 – May 2002:

Sales Engineer

·  Pre-sales technical consulting, equipment pricing, proposals and post-sale design of SMB data networks.

·  Supported 12 inside and 3 outside salespeople.

·  Created customer presentations and scopes of work, including detailed Visio diagrams.

·  Managed WAN implementation projects from close of sale to completion.

·  Trained sales force on new data products and services.

·  Created and maintained job aids and flyers.

·  Helped increase sales on my team by presenting technical concepts to team members in a non-technical way that related to customer needs.

November 1998 – March 2001:

Business Account Specialist (Service Delivery Manager – SMB Sales)

·  Post-sale management of small business accounts.

·  Pricing, order entry and project coordination of complex data product.

·  Troubleshooting, escalation and resolution of customer issues.

·  Increased team productivity by creating simplified job aids.

·  Implemented "lunch and learn" program; trained colleagues on complex products.

·  Received numerous commendations from customers, managers, and co-workers.

March 1996 - November 1998:

Home Office Sales Consultant

--Alltel (formerly Cellular One/Bell Atlantic Mobile) November 1994 - December 1995

Bilingual Customer Service Representative

--Turner International – Rio de Janeiro, Brazil November 1990 - April 1994

Sales Executive/Marketing Assistant

HIGHLIGHTED SKILLS

·  Languages: Portuguese (fluent written & spoken); Spanish (conversational)

·  High technical expertise: MS Office tools, Visio, SharePoint, MS Project, DreamWeaver, Camtasia, PhotoShop, Flash, HTML, CSS, HP Service Desk, Remedy.

·  Excellent presentation skills. Former Toastmasters member.