Wilma Harrelson Email & Phone Number

Greensboro/Winston-Salem, North Carolina Area

Key Results:—-Provider of standard and customized training on off-the-shelf business and proprietary software:(Internet Explorer, Word, Excel, VBA, PowerPoint, Access, Visio, InfoPath, OneNote, Outlook, Lotus Notes, Gmail, Project, Corel WordPerfect Office X5, Corel Paint, Corel Draw, QuarkXPress, QuickBooks, Quicken, Windows, Adobe Acrobat, Acrobat Professional, Adobe Connect, Photoshop, Photoshop Elements, Paint Shop Pro, Act, Blackboard, Captivate, WordPress, eBay, Twitter, FileMaker, Flash, FrontPage, Dreamweaver, HTML, Web Design Fundamentals, Google Docs, Keynote, OpenOffice, Publisher, SharePoint, YouTube Essential SalesForce.com, Relavis OverQuota CRM, Relavis CRM (IBM Group), IBM Cognos BI, RIM BlackBerry, and any other program by custom design)—-Develop technical training documents.—-Cultivated excellent relationships with clients, resulting in a strong base of referral business resulting in company’s positive cash flow within first six months.—-Designed, developed and published all marketing materials and the company’s new business campaign.—-Assessed small-to-medium sized businesses technology environment, evaluate areas of risk or single point of failure, make and assist implementation of improvement recommendations.

- Director, Process Improvement: Developed the IT&S Process Improvement/Quality Advisor Team consisting of one process owner from all IT&S support areas and four process owners from the business units. Developed team Charter and PDCA (Plan-Do-Check-Act) cycle. Led the collective focus on eliminating waste – of money, people, materials, time and opportunities.- Director, Software Education: Developed a software training organization from scratch. Established trainer certification requirements. Trained and supported an employee base of over 1400 including corporate office, 25 regional offices and three international offices. Developed technical training materials.- Director, Help Desk: Directed and managed the Help Desk. Led the development of customer SLAs (Service Level Agreements) for all IT&S support departments. Developed certification requirements for all Help Desk Analysts. Developed and monitored performance reporting metrics around these SLAs for all IT&S support teams. Researched and developed technical SOP (Standard Operating Procedures) for Help Desk knowledge base.

- Developed BIMs (Business Interaction Models) that visualize business interactions between internal and external groups, showing dependencies on systems.- Developed procedures manuals and workflow/process maps on top three critical processes for each department.- Identified areas of potential risk and points of failure. Made process improvement recommendations and suggested controls.