Susan Watts

Susan is a professional with a background in technology, business administration, project management, and process improvement.  She has experience in both the Higher Ed and Manufacturing sectors and has held a wide variety of positions from Project Manager to IT global Help Desk manager, IT Operations Manager, IT Infrastructure Manager, Database Manager, Networking Manager, and Security group manager. 

Susan’s primary area of expertise is in the area of business development and process improvement.   Some of her legacy changes include developing and introducing the first formal change management procedure at SU’s IT department; implementation of a root-cause-analysis process for service outages; working as a team to establish campus strategic planning methodologies; establishing the charter and operating procedures for the Sr. VP council on Diversity and Inclusion; and working as part of a team to select and roll out an ITS wide project and portfolio management tool which allowed the entire department to standardize on capturing demand for work, allocation of staff, prioritization of the work, and time reporting.

Prior to SU, Susan worked at Carrier Corporation both as IT Manager for global service delivery, and Project Manager for initiatives spanning across Carrier’s North American operations.  Some of her work included world-class global Help Desk manager where she developed and led process improvement initiatives such as implementation of a technology specific dual-tier support structure, and Single Point of Contact (SPOC) for a common customer incident channel.  She also worked as a member on a team that proactively investigated IT processes across North America, and recommended programs aimed at reducing complexity.  This initiative resulted in a savings of about $1.1M annually in costs for North American IT support.

Some of Susan’s interests include utilizing industry standard best practice process improvements for increasing quality, efficiency, and organizational consistency, and in “telling the stories” associated with process improvement through metrics.

Susan is also involved in Toastmasters and has held the position of President for multiple terms, as well as Area Governor, in all cases leading the charge to achieve President’s Distinguished, the highest achievement status available within the Toastmasters International organization.

Susan earned her Associates degree in Computer Science where she was bestowed the Computer Science Honor Award, and went on to earn a Bachelor degree in Business Administration.