Susan L. Murphy
2304 48th Place email@aol.com
New City, MD 20895 Residence: (301) 555-1234
An accomplished Executive Manager of Operations, with expertise in developing client services operations and streamlining delivery of products/services within Information Technology industry. Proven ability to build new IT departments and establish a well-organized, productive business unit. Solid experience creating strategies and processes that enhance client services and improve delivery. Demonstrated success directing development of organizations during periods of tremendous growth. Deep understanding of how technical implementations and business functions are impacted during organizational change. Possess diverse IT experience in big industry, service organizations and smaller start-up companies, which contributes to problem resolution in various situations. Strong management and leadership skills, with ability to motivate professionals and maximize levels of productivity. Excellent communicator, with emphasis on building strong client relationships.
Information Technology
Delivery Organizations
Client Services
Operations Management
Project Management
ERP Systems
Organizational Development
Change Management
Networking
Relationship Development
Process Improvement
Training/Mentoring
Team Leadership
Sales/Marketing
Name Withheld Chevy Chase, MD
Senior Services Account Executive October 1999 – Present
Build and manage services organization within Enterprise Networks division, providing telephony and data hardware/software to Fortune 1000 companies. Serve in Enterprise Premises Services business unit, charged with forming scalable management team to support sales. Develop processes and procedures to manage risk and establish world-class delivery organization. Oversee 14 Account Managers as direct reports.
· Developed and organized team from scratch, implementing standardized procedures that supported and contributed to increase in annual revenue from $24 million to $67 million, while achieving predetermined targets for profitability and contribution margin.
· Created and implemented guidelines including standard contract language, delivery budgets, and statements of works, which reduced contract risks and identified projects going over budget or beyond scope.
· Established roles and responsibilities that clearly defined tasks and improved overall organization and productivity.
Name Withheld, Boston, MA
Director March 1995 – September 1999
Oversaw delivery of services within Eastern Region for $900 million International Information Technology Consulting Company. Recruited, trained and mentored group of professionals, responsible for customer interaction. Contributed to hiring and retention of 150 Consultants to performs installations and upgrades of ERP systems. Supervised 5 client partners as direct reports.
· Built teams within Eastern region, managing growth from $6 million to $32 million in revenue.
· Planned and implemented resources for $28 million, 3-year project to implement PeopleSoft HR system at Citibank that enabled consolidation of information for over 98,000 employees.
· Developed strategy and training that streamlined consulting services operations, established processes to support hyper growth, and ensured high levels of customer satisfaction.
Susan L. Murphy Page 2
Name Withheld, Washington, D.C.
Project Director March 1994 – March 1995
Managed implementation of PeopleSoft application for international public sector company that supports the National Academy of Science. Planned and managed resources for implementation and transition of client/server Human Resources Systems. Recruited and supervised internal personnel and external consultants. Directed upgrade of system to current release. Oversaw migration to Oracle platform.
· Took over hopeless project, established plan with milestones and successfully completed project on schedule.
· Executed project plan and methodology, which formed cohesive team environment comprised of programmers, internal technologists and third party consultants.
Name Withheld, Bethesda, MD
Operations Manager July 1993 – March 1994
Managed delivery of services for company that implemented Solomon Accounting Software and managed Novell networks for trade association in the Washington D.C. area. Interfaced with clients to coordinate contracts and ensure client satisfaction. Directed technicians and network engineers.
· Organized scheduling, managed technicians and set up training to improve delivery process.
· Restructured contracts and billing arrangements, which dramatically reduced accounts receivables.
Name Withheld, Pittsburgh, PA
President March 1992 – July 1993
Oversaw operations and general management for company providing Novell Netware and LAN products. Managed sales, marketing, accounting, consulting and technical support. Directed network engineers, cablers, programmers, marketing personnel and office staff.
· Evaluated requirements for PC network support in local area, discovered reasonable demand for business, implemented business plan and successfully sold services to local companies.
· Initiated entrepreneurial business with low cost start up and sold business for profit.
Previous Work History
Database Administrator, National Steel Corporation, 1987 – 1992
Consultant, Automotive Industry Consulting, 1984 – 1987
Senior Consultant, Manufacturers and Financial Companies, 1983 – 1984
Director of Internal Systems, Federated Investors, 1982 – 1983
University of Pennsylvania
Master of Science in Business
Pennsylvania State University, University Park, PA
Bachelor of Science in Business, Concentration in Quantitative Business Analysis
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