Mark Harrell Email & Phone Number

Little Rock, Arkansas

Will be working with counties to better equipped them to do their jobs more efficiently.

Little Rock, Arkansas Area

● Manage service technicians to provide hardware repairs in AR and OK. Ensure customer satisfaction, timeliness, and oversee profit and losses on contracts.● Develop and manage client relationship. Partner with key employees, increasing understanding of individual goals and objectives.● Analyze, review, troubleshoot, and modify / change processes, ensuring efficient delivery of services to clients.● Negotiate contracts and provide pricing on hardware services and support. Increased review at accounts with additional services added to existing contract.● Interview personnel, ensuring new job roles are filled as needed.● Participate in team based planning sessions; ensuring employees receive effective feedback during performance evaluations.● Manage cost efficiency efforts in assigned geography with focus on ASP attainment by managing controllable expenses including overtime and travel. Reduced overtime from 19% to 11% for full year.● Follow forecast process and provide accurate and timely forecast information for assigned accounts, providing as much information for future revenue impacts (+ or -) as possible.● Maintain overall satisfactory business controls posture and demonstrate continued improvement in semi-annual control assessments and reviews.

Little Rock, Arkansas Area

● Provided project management services for 3 major accounts in Little Rock area.● Managed hardware escalations for repair activities on major outages. Engaged product support and product engineering as needed for complex outages. Kept customer informed of repair status and estimated completion time. Stayed engaged until problem resolved.● Managed inventory of customer installed hardware effectively, which reduced cost of equipment no longer in productive use.● Negotiations and pricing on IBM services and hardware maintenance, ensuring equipment that wasn’t mission critical wasn’t getting premium service cost, reducing overall maintenance cost.● Served as interface between marketing and services personnel. Ensured that service employees were aware of new equipment arriving and made sure proper training was in place.● Met with customer on daily basis, identifying issues that impacted daily operations. Managed issues until resolved.

Little Rock, Arkansas Area

● Provided customer site surveys, developing networking cabling structure and pricing for networks.● Scoped, scheduled, and implemented major 8000 server roll out for large department store in AR.● Developed training script and worked with vendors, training all stores that received new equipment. Worked with development on providing training script and training vendors.● Provided site walk through for data center design and installations, allowing pricing to be more accurate for work being proposed.● Sized and priced data center ups and generators, which allowed customer to have less power outages to data center.● Led and implemented process improvements with measurable results in customer satisfaction and profitability.● Participated in budgeting expenses, including supplies, equipment, and T&E. Provided long-term maintenance pricing for budget and planning purposes.● Ensured quality control standards were met through auditing and testing.● Assisted in strategic planning, resource development, technical training needs, and product development. Ensured adequate training and manpower.● Facilitated team / group meetings, accepted new ideas, accomplished meeting objectives, and ensured timely closure to objectives.● Acted as coach for other team members, resulting in improved team and individual performance.● Negotiated deadlines and set expectations with customer, including milestones and communication plan.

Associate’S Degree, Computer And Information Sciences And Support Services

Associate'S Degree