3850-166th Ave SE

Bellevue, WA 98008

Susan D. Pietz, PMP

sdpietz@comcast.net

PROFESSIONAL PROFILE:

High energy professional with 20+ years of excellence in the Telecommunications industry across various network

technologies. Proven ability to perform well under pressure with excellent leadership, management, communication,

customer service, and problem-solving skills. Adept at managing large scale, complex initiatives with multiple

vendors, Customers and Business Partners. Program Management Institute (PMP) Certified. Looking for the right

opportunity to increase impact and influence using the following skills:

  § Project Management

  § Vendor Management

  § Contract Management

WORK EXPERIENCE:

Nov 13 – Present

Nexius Insight, Inc., Redmond Washington, USA

Sr. Program Manager – AT&T Mobility

Project Management, Vendor Management: Managed the lab implementation and testing process for two proofof-concept

(PoC) trials for the virtualization of the Evolved Packet Core (vEPC). Managed equipment design,

procurement, order delivery, installation, integration and testing process.

Major Accomplishments:

  § Successfully installed and integrated two different vendor vEPC platforms.

  § Managed testing process, including identifying and managing defects related to platform applications for

resolution in future deployment.

Mar 12 – Oct 13

Compucom / Cisco Systems, Bellevue Washington, USA

LTE Program Manager – T Mobile

Project Management, Vendor Management, Contract Management, Risk Management, Cross Functional

Team Building: Managed deployment of IP Multimedia Subsystem (IMS) technology into T-Mobile network.

Devices included: TAS, CSFB-IWF, UMA, P/E-CSCF, and BGCF. Managed 3rd party Business Partner through

equipment procurement, order delivery, installation and integration services.

Major Accomplishments:

  § Successfully deployed Unlicensed Mobile Access (UMA) Network, replacing existing UMA provider.

  § Successfully deployed an IP Multimedia Subsystem (IMS) Network supporting over 300,000 mobile devices.

  § Managed software release cycle for customer specific feature set, including change requests and bug fixes.

May 10 – Feb 12

Westower /AT&T Mobility, Redmond, Washington, USA

Sr. Program Manager – AT&T Mobility

Project Management, Vendor Management, Cross Functional Team Building: Managed installation of cell site

hardware for Ethernet to the cell site (ETTCS) deployment for 1700+ Pacific Northwest sites. Supported crossfunctional

teams (CFT) of Construction, Local Exchange Carriers, Transport and Field Operations to complete site

readiness and transport migration. Managed LTE trial.

Major Accomplishments:

  § Managed integration of first 5 LTE trial sites.

  § Managed $4M hardware budget and $3M services budget to deploy Ethernet to 1200+ cell sites.

  § Critical Thinking / Problem Solving

  § Cross-functional Team Building

  § Risk Taking and Risk Management

Home: 425-643-1949

Mobile: 425-785-6178

  § Coordinated migration of traffic from 1200+ cell sites to Ethernet, resulting in $3M+ reduction in monthly T1

expenses.

  § Trained alternate contractor in Router installation, Configuration and Integration, resulting in $2M+ in savings.

Alcatel – Lucent / Lucent Technologies, Redmond, Washington, USA

Jan 02 – May 10

Sr. Program Manager

Project Management, Vendor Management, Risk Mitigation, Cross Functional Team Building, Sales

Forecasting & Demand Planning: Customer facing program manager for AT&T Wireless, Cingular and Verizon

customers in multiple markets deploying/maintaining and growing Mobile Networks. Managed equipment

procurement; order delivery, installation and integration services activities with customer, order management,

installation teams, engineers and subcontractors. Managed communications at all levels, including Executive Level

status reports. Performed optimization initiatives in the areas of forecasting and demand planning.

Major Accomplishments:

  § Deployed 100 Ethernet Backhaul sites, deploying both Switch and Cell site hardware over 4 months period.

  § Managed risk on 2 hop Microwave project, recouping ~$110K in up-scope work.

  § Successful on-time management of new switch build-out worth $21M, including 5ESS, EVDO, 1X-RNC &

IPBH.

  § Deployed and integrated 180+ EVDO cell sites into new data network in a 4 month period.

  § Deployed First Office Application (FOA) IP Backhaul network of 75 sites.

  § Deployed FOA UMTS network valued at $25M; including 3 Mobile Switching Centers and 300+ Node Bs.

  § Managed $45M national deployment of Media Gateway hardware, including ~80 PSAX 4500 and ~1642 PSAX

1000.

  § Preserved $20M in project revenue by resolving customer issues and mitigating risk.

  § Reduced sales forecast error from over 300% to 26% within a 3-month period.

  § Contributed to an overall reduction in sales forecast error of over $500 million in 3 months.

June 00 – Jan 02

Key Data Solutions / Lucent Technologies, Redmond, Washington, USA

Network Engineer, Fixed Wireless Account

Network Engineering, Planning & Optimization, Transport Engineering: Supported $200 million national

network deployment plan by creating transport designs, forecasting transport requirements and supporting Network

Architecture, Installation, Integration and Transport teams. Evaluated interconnect agreements to determine

transport design.

Major Accomplishments:

  § Restructured network topology, removing data nodes and three switch nodes, improving network NPV by as

much as 43%, saving between $30 and $50 million.

  § Optimized base station backhaul network topology, saving $2 Million in monthly facility costs.

  § Developed Network Engineering and Capacity Management Process and Procedures to support newly formed

Network Planning and Engineering organization.

VoiceStream Wireless, Bellevue, Washington, USA

Jun 98 – May 00

Tech

  §

General Manager, Voice and Data Networks / Senior Manager, Call Center

6/99 – 5/00: Senior Manager, Call Center Technologies. Managed team responsible for maintaining technology required

to support nine national call centers, housing 5000+ agents. Managed Service Level Agreements with Customer Service

Organization. Monitored Service Level Agreements with hardware, software and telecommunications vendors. Developed

and implemented a national call routing strategy using Intelligent Call Router, Interactive Voice Response Systems, and Toll

Free services and features. Monitored production performance and recommended actions to resolve issues.

Major Accomplishments:

  §

Integrated nine call centers with disparate technology in to one virtual call center environment in 4 months.

  § Implemented Interactive Voice Response System and skills based routing, decreasing incoming call center traffic by

30% and decreasing the average speed of answer by 10 seconds.

  § Performed successful strategic development, planning, and implementation of end-to-end Y2K process for the

VoiceStream Wireless – Call Center Technologies Department, resulting in zero outages.

  § Managed Supplier Performance with monthly Performance Review meetings, resulting in improved Key Performance

Indicators.

  §

6/98 – 5/99: General Manager, Voice and Data Networks. Managed Data and Voice Communications groups

responsible for maintaining network / telecommunications equipment and services to support over 200 retail stores and 10

regional offices throughout 12 states, including two regional Call Centers, housing 1000+ agents. Managed $7.5 million

dollar equipment budget and $12 million dollar services budget. Negotiated contract for local, Long Distance and Data

services, resulting in a 25% cost reduction. Coordinated office move, build and expansion projects. Monitored production

performance and recommended actions to resolve issues. Implemented Computer Telephony Integration application for

Customer Service, resulting in reduction of inbound agent traffic by 25% and decreasing average speed of answer by 12

seconds.

Western Wireless, Issaquah, Washington USA

Jan 95 – May 98

  §

Sr. Telecommunications Analyst / Telecommunications Manager

8/96 – 5/98: Telecommunications Manager. Managed telecommunications team responsible for maintaining

telecommunications equipment, infrastructure and services to support over 300 retail stores and 11 regional offices

throughout 27 states, including three regional Call Centers, housing 750+ agents.

  § 1/95 – 7/96: Senior Telecommunications Analyst. Maintained corporate telecommunications infrastructure, including 100

person call center.

EDUCATION & CERTIFICATION:

2012

Six Sigma Training

2009

Senior Program Management Certification, Alcatel-Lucent

2007 Program Management Institute, Project Management Professional

2004 University of Phoenix - Master of Business Administration: Technology Management, Summa Cum Laude

1999 Bellevue Community College - Cisco Certified Networking Level 1

1999

1989

Shoreline Community College - Microsoft Certified Systems Engineer NT 4.0 + Internet

Seattle University - Bachelor of Science, Mathematics, Magna Cum Laude