Paul Harmon Email & Phone Number

Charlotte, North Carolina Area

• Manage Information Technology projects for a company that is a Cisco Gold Partner, also recognized by EMC, NetApp, VMware, and Microsoft as a Gold or equivalent partner. • Manage projects for hospitals and health care agencies , insurance industry, colleges and universities, government agencies, public school systems, and private and public corporations. Solutions are in the areas of Core, Security, Data Center, Wireless, Telephony, and Business Consulting. Specific technologies include ACI, Active Directory, ASA, Avamar, Catalyst, Citrix, Data Domain, DNA Center, DUO, Exchange, Firepower, Fortinet, Nexus, Palo Alto, RecoverPoint, SCCM, Unified Communications, Cisco ISE, WebEx, UC, UCS, VDI, VNX, XenDesktop, and others.

Charlotte, North Carolina Area

• Created sophisticated project timelines for Lockheed Martin CONUS and OCONUS projects exceeding $100M.• Led the effort to get ILS on GSA contract schedules.

Afghanistan

• Subcontracted to Lockheed Martin for the US Department of Defense and AFSAT.• Directed 7 employees and facilitated the efforts of 100’s of US, NATO, & Afghan military personnel on 6 bases (Kabul, Kandahar, Shindand, Herat, Jalalabad, Mazar-e-Sharif), for the development & administration of processes for tracking OJT progress preparing the Afghan military to take over maintenance, operations, and mission support.• Acted as a consultant for the US General’s staff in developing Operational Instructions (OI’s) for the Afghan military.

Charlotte, North Carolina Area

• Directed activities to improve student & alumni job placement; taught business classes; built employer relationships.• Managed projects to insure that organizational results exceeded ACCSC national accreditation standards. Exceeded ACCSC standards for every review during my tenure.

• Directed residential home remodeling, having total accountability for all aspects of each project; conducted comprehensive residential home inspections; held a Commercial General Contractor’s License and Home Inspection for North Carolina. (CheckMark Inc., 2008-2009)• Customized and taught a Spanish program to an archaeology field school in Bolivia for Harvard University; taught 100’s of classes and customized programs etc. (Harvard University, AFLAC, Spartanburg, SC School System, other organizations, 2004-2009)• Coordinated Bolivia ops for an episode of The History Channel’s most successful show. (The History Channel, 2006)• Directed a South American archaeological dig of 30 students & 200 indigenous workers for UPENN. Managed scheduling and tracking all activities. Managed project expenses and payroll. (UPENN, 2005)• Implemented trial business processes in order to assess the business plan for a new business venture; Analyzed resultant data discovering substantial errors in the business plan resulting in a “no-go” business decision, preventing DRJ from incurring a potential 60% investment loss in their 1st year. (DRJ Holdings, Inc., 2005)• Led a multinational team of 80 specialists in the design and implementation of an experimental archaeology film project in Bolivia. Directed all aspects of the project. Completed ahead of schedule, reducing estimated contract costs by 80%. (Engel Entertainment, 2002-2003)• Provided expert business analysis support for Homebanc Mortgage to create an alternative service process channel for a key business service. Conducted call center analysis (financial, strategic, and tactical), in-house and outsourced, with recommendations. Developed a comprehensive program implementation guide including budget details, process flows & scripting, system requirements, staffing, RFP’s, and training requirements. (Homebanc Mortgage, 2001-2002)

Greater Atlanta Area

• Directed Latin American Customer Operation’s (11 countries) business development and improvement.• Developed the implementation plan and business processes for a start-up wireless company in Guatemala. Designed and built a new 60 seat call center. Spent 10 months in country to create the customer service organization. Wrote the methods and procedures for the customer service operations.• Coordinated outsourcing efforts for a communications company in Peru including RFP development and management, vendor selection, process development, and implementation.• Conducted due diligence analysis of Customer Operations business processes for potential purchase of an existing communications company in Mexico.• Conducted business processes analysis for Customer Operations in Argentina, Peru, Chile, and Guatemala. Developed process improvement plans and managed implementation.• Created customer operations processes to support wireless network expansion in Chile.

Greater Atlanta Area

Led a team of 7 direct-report managers and a team of more than 100 personnel between BellSouth Telecommunications and BellSouth Mobility to develop a process to sell cellular via 7000 landline representatives in 50 call centers in 9 states.• Added 330,000 wireless activations year 1, $16.5 M annual revenue to BellSouth and significantly more for Mobility; increased wireless activation by 173% to represent nearly 14% of BellSouth Mobility’s new customers in one year.• Solely created a sophisticated sales & activation forecasting model for 7000 reps with a 3-year accuracy rate of 97%.• Developed the requirements for coverage area systems, sales tracking, results analysis, and awards & recognition.

Greater Atlanta Area

• Directed a project consisting of Regulatory, Accounting, Marketing, Customer Operations, IT, CWA Union, changing the way 7000 reps in 9 states conducted business; realized savings of $20 M annually; trained 7000 service reps.

Greater Atlanta Area

• Reengineered 25 network centers to 10 in a 9 state region, reduced head count by 170 saving $12.2 M annually.• Trained over 1000 representatives on new processes and systems in 9 states.

• Supervised 24 residential and business representatives in a union environment in sales, service, and collections.