Shannon Burch
Elmira,NY
Summary
Senior Program Manager adept at steering high-impact projects and fostering team development. Specializes in strategic planning, risk management, and operational excellence, delivering enhanced project outcomes and client satisfaction. Demonstrates effective governance and reporting to provide stakeholders with clear visibility into project health and performance.
Overview
1
1
Certification
26
26
years of professional experience
Work History
SENIOR PROJECT MANAGER
NYSEG
BINGHAMTON, NY
08.2025 - Current
- Lead the planning, governance, and delivery of strategic capital and operational programs aligned with NYSEG objectives and regulatory commitments.
- Lead governance, stakeholder engagement, executive reporting, risk reviews, and strategic decision-making forums.
- Oversee scope, schedule, budget, resources, risk, and performance to ensure disciplined execution and financial stewardship.
- Provide senior leadership clear visibility into project health, financial performance, milestones, risks, dependencies, and critical decisions.
- Drove collaboration among Operations, Engineering, IT, Environmental, Regulatory, Finance, contractors, vendors, and external partners to align project goals and enhance outcomes.
- Identify and mitigate risks affecting safety, compliance, cost, schedule, and operational performance.
- Advance operational excellence and process standardization to improve efficiency, quality, and customer experience across programs.
SENIOR PROJECT MANAGER
SPECTRUM INC.
NEW YORK, NY
05.2024 - 08.2025
- Program: Implementation of Cyber Security solutions to Hospitality clients in North East America
- Define and plan project milestones, phases and different elements involved in the project
- Interface and coordinate with client engagement partners to lead end to end activities of Client's program
- Engaged with project managers, pre-sales team, tech leads, and architects to design and formulate accurate responses to RFPs/RFIs
- Detail out scope documents, functional & non-functional requirements, features, ensuring all stated and unstated customer needs are captured
- Construct workflow charts and diagrams, studying system capabilities, writing specification after thorough research and analysis of customer requirements
- Understand and communicate the financial and operational impact of any changes
- Worked with Business leaders and Finance departments on Capital requests and budget management.
- Empower the customers through demonstration and presentation of the proposed solution/ prototype
- Ensure ongoing reviews and feedback from customers to improve and deliver better value (services/ products) to the customers
- Provided regular updates on program status to stakeholders to Senior Leadership
STUDENT SUCCESS COACH (Part-time)
CORNING COMMUNITY COLLEGE
Corning, NY
02.2023 - Current
- Cultivated relationships with faculty to align academic support with student needs, enhancing student success.
- Conducted one-on-one meetings with students to discuss their progress towards achieving academic goals.
- Monitored attendance and participation patterns to proactively identify at-risk students and facilitate timely interventions.
- Investigated best practices in higher education advising to inform and improve student coaching strategies.
- Delivered presentations about various aspects of college life in classrooms or large group settings.
- Played a key role in the college's success, earning recognition for achieving the highest graduation rate in New York state.
UTILITY ENGINEER & DESIGN SPECIALIST
DAVEY RESOURCE GROUP
Richfield, OH
06.2023 - 05.2024
- By collaborating with Electrical Engineers, Linemen, Suppliers applied engineering design standards to aerial and underground pole/line cable including Joint -Use Design, Make Ready, Pole Replacement, Primary Service, Reliability/Maintenance Design, Upgrades, Voltage Conversion, and Tie Lines.
- Apply engineering design standards to aerial and underground pole/line cable including Joint -Use Design, Make Ready, Pole Replacement, Primary Service, Reliability/Maintenance Design, Upgrades, Voltage Conversion, and Tie Lines.
- Analyze project requirements and produce effective design solutions. cost-effective design solutions, in compliance with NESC Standards
- Perform 2-D Civil type design in (Micro Station and Pole Foreman)
- Select and interpret data, based on design intent
- Coordinate and plan design and draft projects in collaboration with cross-functional teams to devise the best infrastructure solutions
- Conducted root cause analysis of mechanical failures and identified solutions.
- Monitored construction activities at project sites to ensure compliance with engineering drawings and specifications.
- Performed calculations and analyses related to process design, operation optimization, troubleshooting.
- Resolve anticipated construction problems through drawings
- Visually identify, inspect, and record equipment and structures in the right-of-way and manage permitting requirements
- Resolved customer complaints regarding utility services, ensuring high satisfaction through knowledgeable and friendly service.
- Collaborated with team members to achieve project objectives and meet deadlines, ensuring alignment on deliverables.
- Coordinated with business leaders and finance departments on capital requests and budget management to support project funding.
- Researched new technologies that could improve current utility systems capabilities.
- Provided training on proper usage of newly commissioned utility systems in order to ensure safe and reliable operation.
GENERAL MANAGER
JP ENTERPRISES INCORPORATED
Elmira, NY
10.2019 - 05.2023
- Developed and implemented a comprehensive vision for the company's future growth and expansion.
- Managed and balanced budgets exceeding $500,000 while monitoring the financial health of the business.
- Implemented policies and procedures enhancing operational efficiency while ensuring quality standards.
- Established key performance goals and managed staff performance, including recruitment of new team members.
- Developed new solutions to meet customer satisfaction, retain customers, and increase customer clientele
- Conducted market research identifying industry trends, opportunities, and threats to inform strategic decisions.
- Oversaw project management and implemented numerous new initiatives.
OPERATIONS MANAGER - (IT and Services)
VERIZON
Horseheads, NY
02.2008 - 09.2019
- Oversaw a team of more than 35 field technicians to install, repair, and maintain outside plant, copper, and fiber services.
- Managed the installation, configuration, maintenance, and troubleshooting of network systems.
- Negotiated contracts and selected products or services with vendors to optimize operational resources and service delivery.
- Established security protocols to protect data from unauthorized access or modification.
- Performed regular system audits to identify potential risks or vulnerabilities.
- Implemented strategies for improving customer service levels through enhanced use of technology.
- Analyzed user needs and developed specifications for new systems or modifications.
- Oversaw the development of databases, websites, intranets, extranets, and mobile applications.
- Earned multiple Verizon President Awards for exceptional performance.
- Managed and evaluated employee performance to ensure alignment with business metrics (KPI's) and drive team success
- Trained and coached direct reports on quality and safety performance to enhance team compliance and effectiveness
- Maintained and secured administrative records for tracking employee attendance, records of work performed, trainings completed and other metrics
MANAGER
Red Lobster
Horseheads, NY
02.2001 - 01.2008
- Oversaw recruitment, hiring, onboarding, training, and evaluation of employees, enhancing team capability and service quality.
- Managed daily restaurant operations, coordinating scheduling, budgeting, and inventory control to ensure smooth service.
- Ensured compliance with food safety regulations and sanitation standards, maintaining a safe dining environment.
Education
CERTIFICATE - PROJECT MANAGEMENT
Rutgers University
New Brunswick, NJ06-2017
MASTER'S OF LEADERSHIP -
SUNY Binghamton
Binghamton, NY01-2001
BACHELOR OF ARTS - HISTORY
SUNY Fredonia
Fredonia, NY01-1998
Skills
- Program Management
- Project management
- Strategic planning
- Project development
- Stakeholder Engagement
- Data Analysis
- Reporting & Documentation
- Quality control
- Operations Management
- Cost Control & Reduction
- Client negotiations
- Workflow Design
- Compliance management
- Training programs
- Team Collaboration
Certification
- 2025-05 SPIDA Calc CERTIFICATION, 2017-06 LEAN SIX SIGMA GREEN BELT CERTIFICATION
Timeline
SENIOR PROJECT MANAGER
NYSEG
08.2025 - Current
SENIOR PROJECT MANAGER
SPECTRUM INC.
05.2024 - 08.2025
UTILITY ENGINEER & DESIGN SPECIALIST
DAVEY RESOURCE GROUP
06.2023 - 05.2024
STUDENT SUCCESS COACH (Part-time)
CORNING COMMUNITY COLLEGE
02.2023 - Current
GENERAL MANAGER
JP ENTERPRISES INCORPORATED
10.2019 - 05.2023
OPERATIONS MANAGER - (IT and Services)
VERIZON
02.2008 - 09.2019
MANAGER
Red Lobster
02.2001 - 01.2008
CERTIFICATE - PROJECT MANAGEMENT
Rutgers University
MASTER'S OF LEADERSHIP -
SUNY Binghamton
BACHELOR OF ARTS - HISTORY
SUNY Fredonia