Manager Project

MIKE C. HARWOOD

**** ** ********* *** . **** City, FL 34990-1707

Home 772-***-**** . Cell 772-***-**** . ************@*****.***

IT PRODUCT TRAINER / BUSINESS ANALYST

Working with the project teams from the Users and Product Managers to the

Programmers I have been in a unique position to be able to offer in-depth

training opportunities. My style is to put the students at their ease with

hands-on training, using the products with real life examples. During the

training I encourage the students to use the product to become comfortable

and "at ease" using the tool / program. I am recognized for strong ability

to interpret business requirements between clients and IT developers and

create IT solutions to meet customer needs. Recognized for exceptional

management of people and ability to motivate in fast-paced, capital

constrained environments while retaining talent. Ability to drive for

results and focus on the appropriate resources to solve technical problems.

Demonstrated expertise and skills in:

Technical Trainer Coach / Mentor

Detailed Data Analysis Technical Resource for Sales

Problem Definition and Resolution Client Interactions and Satisfaction

Product Development/Prototyping Software Development

Project Management Technical Helpdesk support

PROFESSIONAL EXPERIENCE

SNAP-ON BUSINESS SOLUTIONS, Stuart, FL 1991 to 2010

Provider of Business Management services and associated software to the

automotive and power equipment markets, formerly PROQUEST (2000 to 2005)

formally ALISON ASSOCIATES (1991 to 2001)

Customer Service Manager (2008 to 2010)

. Headed account development and customer focus for four OEM accounts.

. Managed account development to increase product diversity of accounts

beyond Business Management. Promoted the sale of a dealership product to

attempt to significantly increase revenue.

. Conducted ad hoc data analyses for customers. Examples: Determined

success of product mix sales vs. sales and compensation ratios. Ensured

promotions money provided by OEM was recorded correctly on monthly

Financial Statement.

. Conducted product prototyping and development.

. Handled project specification.

Contract Programmer (2008)

. Wrote, created and built Open Office / MS Excel and Fortran Business

Management reports designed to be used in the mass production on a

monthly basis to OEM dealership networks increasing revenue.

. Conducted programming / maintenance for annual client changes to

databases, including report changes, audit rules and MIS data loading.

Account Manager (2006)

. Managed account development, relationship and customer focus for

company's largest account.

. Designated as business application expert for all issues and

troubleshooting.

. Served as primary customer contact for the Business Management system.

. Managed the day to day running of the system.

. Worked as a senior trainer for the MIS system and the Business Planning

tool.

. Handled project facilitation and specification writing.

Senior Account Executive (2003 to 2006)

. Served as Business application expert and Product trainer and achieved

annual revenue of $ 3.5 million.

. Stabilized relationship with unhappy customer and ensured projects from

programming and operations team were completed on time and within budget

for major customer.

. Certified information/data presented to customer, for publication, was

correct to 99.5% accuracy.

. Coordinated projects and served as member of customer contact team with

programming and project teams.

PC Products Manager (2001 to 2003)

. Developed algorithms, for Business Planning tool, to use actual data so

that customers could determine if they were achieving planned objectives

during the operating year for multiple large auto manufacturers.

. Encouraged sales professionals to utilize PC products enabling increased

footprint to customer. Increased annual revenue $2 million a year.

. Built model singlehandedly developing business software valued in excess

of $200K for European automobile manufacturer to determine growth of

individual dealerships that recognized OEM standards and projected cost

structures over a 5 year period. Trained professionals on the new

product.

. Managed software distribution to over 2,000 users.

Operations Manager (2000)

. Managed a staff of 20 across two teams, dealt with staff development and

conflict resolution. Prioritized work schedules to ensure customer

satisfaction.

Project Manager (1999 to 2000)

. Created a Y2K compliant product and replicated a 20 year old system so

that it was seamless to customers for one of the largest US automobile

manufacturers. Launched on time and customer moved forward with

compliance of business management system. Customer still on board as of

2010.

Account Manager (1998 to 1999)

Development Executive (1997 to 1998)

PC Products Consultant (1997)

Helpdesk Manager, UK (1994 to 1997)

Systems Developer, UK (1991 to 1994)

Former position as Mining Engineer for Goldfields of South Africa.

EDUCATION

Associates Degree in Business and Finance Reading College, UK - Higher

National Certificate B/TEC (UK)

Associates Degree in Hard Rock Mining Camborne School of Mines, UK - Higher

National Certificate (UK) B/TEC Diploma (Level 5)

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