Hank Harper Email & Phone Number

• 22 years of software development, documentation, QA, integration testing, and release process improvement• 21 years of business analysis, project management, change management, and risk management • 14 years of account pre- and post-sales technical support• 13 years of quality program management and staffing• 11 years directly supporting mission critical applications• 10 years of course development and training• 8 years of data analysis and report writing• 7 years supporting the Financial Services industry• 3 years supporting call centers (inbound with IVR and outbound with CTI)• 1 year of pharma/medical devices FDA regulation compliance assurance for system change managementAchievements:Via new or changed processes, tools, training, and documentation, mostly web-based:• Saved HP $200K/yr, customers 90% of software (SW) fix analysis cost, & upped customer sat• Vastly reduced SW schedule slippage• Reduced SW installation instruction error rate by 96%• Eliminated 550 major document defects per yr• Added 30 min/wk integration testing & lowered risk of build-breaking errors• Virtually eliminated late “medical device event” reports to FDASpecialties: The Swiss Army Knife of IT, my blades are well honed account management, project management, business analysis, and quality/process improvement skills and knowledge for IT software and hardware development, integration, and deployment.

Listed skills include Integration, Program Management, Software Documentation, Business Analysis, and 15 others.