1. SUSAN E. BROWN
972 238-1135 Richardson, TX 75082 susanebrown@sbcglobal.net
SUMMARY OF EXPERIENCE
 Self-motivated to exceed expectations and have successfully completed many
challenging assignments throughout my career at AT&T.
 Experience in summarizing and presenting complex issues to a variety of technical as
well as non-technical audiences.
 Understanding of Software Engineering and Processes along with SDLC, gathering
business requirements and documentation.
 Managed teams interdependently and drove projects to successful completion, while
managing deliverables within budget, time and resource constraints.
 Excellent verbal and written communication skills and the ability to interact professionally
with a diverse group, executives, managers, and subject matter experts.
 Project/Program Management, SDLC, Agile, Business Management, Training, Finance
and Billing Operations.
KEY SKILLS
Programming Languages: SQL
Tools: PRISM, MOTS, CR Tool, VPMO, PTMS (AT&T), Excel, Word, PowerPoint
Requirements Engineering Deliverables: Billing Business Requirements
Leadership/Managerial Skills: Project Management, Agile, SDLC, Critical Thinking,
Communications & Presentation Skills, Innovation, Mentorship, Collaboration and Teamwork,
Building relationships, take ownership of assignment and ensure successful completion
CERTIFICATIONS
Certified Instructional Designer
Agile Bronze Certification
IT UP Professional Certification
IT UP Bronze Certification
Emerging Technology Bronze Certification
Emerging Technology Silver Certification
Six Sigma
PROFESSIONAL EXPERIENCE
AT&T
Dallas/Richardson, TX
Senior Business Manager - IT 4/2014 - 3/2015
 Managed projects for the Wireless Solution Architects and project team members for the
Connected Car/Connected Device program, responsible for managing issues to
resolution and gather Solution Definition approvals to meet the M2 Milestones for major
projects.
 Successfully completed the Solution Definition phase for multiple complex Connected
Car projects to support the “Accelerate New Business” corporate initiative for AT&T.
 Managed a large project that impacted over 130 applications across multiple IT towers,
platforms and application teams and required 152 approvals; project supported the
“Extend Our Network Leadership” corporate initiative.

2.  Facilitated internal meetings to create a forum for collaboration between the solution
architects who are working on Connected Car program
 Created and presented weekly executive level status reports on the Connected
Car/Connected Device program to Executive leadership team.
Senior-Software Delivery Project Management - IT 10/2012 - 4/2014
 Lead Project Manager (LPM) on the Business Intelligence Data Warehouse Alliance
Program.
 Managed project scope, project budgeting and cost reporting, and ensured completion of
projects while meeting quality, schedule and cost objectives using the organization's
standard processes.
 Managed the financials in PRISM to ensure the project was completed within the budget
and on time.
 Created multiple Excel reports for the Risk Management and Reporting team.
 Updated SQL and Excel formula’s at the beginning of each major IT release.
 Created the weekly Testing Trends deck which required analysis of the E2E testing,
System Test, and Defect counts for each major release.
Senior Business Manager - IT 2/2010 – 10/2012
 Led the management of the U-verse Non-Discretionary hardware funding Strategic
Initiative (SI).
 Tracked, reported, managed and analyzed over 120 PID’s in PRISM and VPMO’s with a
yearly budget of approximately 121M in capital funding and 45M expense.
 Detailed tracking and analysis required using EXCEL, VPMO, and PRISM.
 Primary point of contact for the U-verse program and the ITO organization.
 Worked as liaison between mobility and U-verse for projects that involve mobility retail
selling U-verse.
 Provided assistance to resolve issues between mobility teams and U-verse teams
pertaining to CR's.
 Facilitated the successful transition from JackTrack (scope changes) to the One ATT CR
tool by providing training and support to the mobility teams.
Senior Business Manager (Billing Operations) 08/2003 – 01/2010
 Managed projects for DSL and dial billing.
 While managing the Single Price Point (SPP) billing reconciliation process, I discovered
an issue where DSL accounts were being over and under billed by the Wireline
Company.
 Created a process that corrected the billing errors resulting in significant revenue
recovery (7M) due to the number of DSL accounts that were not being billed on the
Telco bill.
 Responsibilities included defining business requirements, process definition and
documentation, and issue resolution for the billing inquiry channel, billing operations, and
the accounting/finance teams that supported SBCIS (SBC Internet Services).
 Worked with CRM/ACE, CPSOS, CRIS, BOSS, and other applications associated with
the DSL/Dial ordering and billing processes.
Senior Business Manager (Fraud) 11/2001 - 07/2003
 Sr Account Manager in the AT&T Fraud department for the Midwest Region

3.  Responsibilities included utilizing Net Bad Debt study data to focus efforts on process
improvement initiatives that had the biggest savings impact to the corporation.
 Served as liaison between the Corporate Fraud Centers and external clients in the
Midwest, such as Credit and Collections, Sales, etc.
 Assisted with process improvement initiatives and operational issues related to the fraud
center consolidation, as well as identifying gaps in methods and procedures.
 Managed and implemented the Center of Excellence (COE) training strategy and
provided oversight to the training delivery for investigators in conjunction with the fraud
center consolidation project.
 Developed a formal initial training curriculum for fraud investigators.
 Responsibilities included project managing, estimating, and scheduling, coordinating,
tracking, monitoring, and directing project activities throughout the lifecycle.
Senior Business Manager (Enterprise Architecture) 7/1998 - 10/2001
 Responsible for project planning, coordinating, monitoring, and directing project related
activities leading up to and including successful completion.
 Other responsibilities included process definition and documentation, web site content
management, managing the Cingular IT roadmap (merger initiative to reduce overall
number of applications and establish IT standards), and technical writing.
 Managed projects and requests that require Wireless/LD Infrastructure support.
 Created and tracked project plans, interfacing with multiple IT functional areas
(Database administrators, System administrators, IT project management, Version
management, Market management), facilitating project meetings, and issue
management.
 Created standard templates used by developers to document Impact Assessments and
Design Documents. .
 Led a training subcommittee, created training profiles for all technical jobs in application
development and made them available on the web site
Instructional Designer 01/1994 - 06/1998
 Designed, developed, and maintained the following training courses for customer service
employees of Southwestern Bell Wireless: Wireless 101, Call Center Technologies, The
Art and Science of Workforce Management, New Wireless Technologies, Wireless
Manager’s Camp, and Revenue Management New Hire curriculum.
 Trained the instructors on IWS applications and provided technical support on IWS
related issues and problems during training sessions.
 Partnered with IT to develop an application for online forms.
 Created 4 templates that were adopted as the standard for all CFL training materials.
 Served as project leader for the Revenue Management New Hire Curriculum.
Manager Education 01/1990 - 12/1993
 Designed, developed, and maintained training material for Interexchange Customer
Service Center (ICSC) service representatives.
 Subjects included Special Access services, EXACT, SORD, BOSS, CABS, TIRKS,
service orders, Intelligent Workstation (IWS).
 Designed computer based training (CBT).
EDUCATION
Dallas Baptist University, Dallas, TX 30 Hours Completed Business Mgmt

4. University of Arkansas, Little Rock, AR 3 Hours Completed Business
University of Central Arkansas, Conway AR 92 Hours Completed Business