IT Consultant

Frank B. Harris
1915 Woodhill Avenue
Westminister, MD 21157
(410) 840-7829

Summary

IT Professional with expertise in information technology strategy, requirements analysis, and customer service.

Key Strengths:
• Resource Allocation     • Project Design
• Contract Negotiations
• IT Support     • Web Content     • Client Consultations
• Document Management     • Administrative Processes     • Customer Service
Professional Experience

Burton Associates, Westminister, MD

2000 – Present
Consultant Associate
Perform web development and instructional design for clients.

• Developed a training call center across ten states.
• Conducted intense training sessions for call center representatives and managers.
• Created manuals for training sessions.

Westminister Solutions, Inc., Westminister, MD

1999 – 2000
Business Service Analyst
Responsible for measuring and delivering data information to management in a monthly report. Analyzed call center statistics and server down time.

Westminister Solutions, Inc., Westminister, MD

1997 – 1999
Business Analyst
Member of team responsible for managing financial resources and selling contracts for IT support services.
Cultivated relationships with executives and regional managers to resolve escalated customer service resolutions which had pending legal action. Highest call volume representative each month of tenure. Resolved over 30 customer dispute issues each month.

Education and Training

University of Maryland

1992
B.A., Educational Psychology
Additional training: E-business Architecture, HTML fundamentals, Strategic project design, Task analysis workshop, and Instructional design workshop.
Computer Skills

•    Microsoft Windows NT/XP/7, Word, Excel, PowerPoint,  and Access.

 

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