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JD Harvill CPC
jd@harvillatlanta.com
678-216-4913 or skype jd.harvill
cell 404-216-1383
http://www.linkedin.com/in/jdharvill |
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OBJECTIVE: |
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To empower and motivate a team of great customer service oriented
individuals, providing tools, systems, and understanding along the way.
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PROFESSIONAL
SKILLS: |
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- Marketing, Sales, and Relationship Building.
- Networking and
Personal Brand Management Consulting.
- Change Management, Customer Service, Call Center Management &
Systems, and general reporting and productivity tool development.
- Database/Datamart/Data Warehousing Design and Development using SQL Server,
Visual Basic, and Access.
- Reporting/OLAP Tool Development using
MicroStrategy DSS, Access, Excel, Actuate, and
Crystal
Reports.
- Quality Process Analysis, with both ISO-9000 and Six-Sigma
training.
- Call Management Systems design and implementation, both
Clarify and
Vantive.
- Project Management, Team Leadership, and Training design and
implementation with Word, Pagemaker, Visio, and PowerPoint.
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EXPERIENCE: |
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2006-Present |
Professional Search
of Atlanta |
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Executive
Consultant – Recruited candidates and developed client company
relationships. Focused on supply chain management, manufacturing, and
engineering roles. Primarily responsible for team productivity,
networking, and systems. |
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2004-2006 |
AT&T (contracted through
Insight Global) |
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International Customer Relations Manager – Wrote post mortems
for call center trouble tickets on international data and voice issues.
Managed escalations and customer feedback, and developed internal
reporting tools as needed. Wrote simplified reports to explain complex
technical telecom issues and international relations situations. |
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2002-2004 |
The Home Depot
(contracted through Insight Global) |
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Systems
Engineer – Reengineering MS Access Reporting tools and Crystal
Reports running daily against Vantive call management system on
Informix. Helped bring their open customer complaint tickets down from
over 3000 open daily to under 2000 by creating better management tools. |
| 2002 |
Pathways Community
Network |
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Technical &
Training Coordinator – Built documentation and training
materials for Oracle based client management system for social services
organizations. Trained hundreds of users, prepared requirements
documentation for continuing development of application, collected and
reported on bugs and enhancements. |
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1999-2001 |
Radiant Systems |
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Systems
Analyst - Hired to reengineer Vantive call management system
for better reporting capabilities. Developed and maintained Stored
Procedures and Views to allow better reporting from SQL Server Reporting
Database. Responsible for table indexes and backup schedules.
Developed Actuate, Excel and Access based reporting tools against both
Vantive and Lucent phone switch data. Also, built and maintained Access
front ends and SQL Server back end tables for transactional tools
allowing proper billing of Out of Scope Cases leading to hundreds of
thousands of dollars in additional revenues. |
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1995-1999 |
Vanstar/Inacom |
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Clarify
Team Leader / OLAP Reporting Development Leader - Rolled out,
with a team of analysts and programmers, Clarify call management system
to a Help Desk both internal and external. Over 200 seats. Then worked
to develop with a team of programmers, OLAP reporting using
MicroStrategy's DSS, Actuate and a back-end SQL Server Data Warehouse.
Also, helped develop ISO-9000 documentation and tools while we were
transitioning to that standard.
Quality Six-Sigma Coordinator - Developed and
implemented quality processes and reporting. Improved procedures and
tools, through training and documentation.
Help Desk Analyst - Help Desk telephone support of
Windows, DOS, Lotus 1-2-3, AmiPro, Word Perfect, Quatro Pro, cc:Mail,
and Lotus Notes as well as general hardware and software questions from
corporate clients. |
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1994-1995 |
Hewlett Packard
(contracted through ProStaff) |
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Escalations
Coordinator - Responded to urgent technical and political
issues unresolved by the first and second level support. Managed Senior
engineers time and effort on client situations. Documented processes
and information sources. |
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1993-1994 |
Professional Search
of Atlanta |
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Executive
Consultant – Recruited candidates and developed client company
relationships. Focused on manufacturing, engineering, and information
systems. |
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1988-1993 |
Swan Technologies |
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Director of
Sales and Technical Support Services (Germany) - Functioned as
business consultant to new German operation, then stayed on as sales and
programs manager. Created training program for sales and technical
support individuals, and handled field service calls as needed.
Sales Manager - Managed International Sales programs
and 18 to 25 individual contributors directly. Did all scheduling,
appraisals, hiring, firing, and training. Improved individual
productivity while maintaining call wait time and customer service
superiority over all competitors. Developed effective quality teams.
Sales Consultant - Telephone support of Swan computers
and accessories. Top Salesperson & responsible for technical,
analytical, and marketing projects. |
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1987-1988 |
Designware |
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Head Sales
Consultant - Sales and support of hardware and software for IBM
and Apple compatible computers. Installed and supported PCs, Novell
Networks, Accounting and Point of Sales Systems. |
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1982-1986 |
The Pennsylvania
State University |
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Bachelor of
Arts – Theater Arts, with a scenic design emphasis. |
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