Wilma Harrelson has over 20 years of experience in IT management. She has expertise in business process modeling, procedure manuals, process improvement, risk analysis, software training, technical writing, and help desk management. Her professional experience includes roles as Director of Software Education where she provided customized training, and Director of IT Support and Education where she led process improvement initiatives, developed a software training organization, and managed the help desk. She is now a director at an IT consulting group where she assesses clients' technology environments and makes improvement recommendations.

1. Wilma C. Harrelson
PROFILE PROFESSIONAL EXPERIENCE (CONTINUED)
I seek trends that define the future. I am determinedly propelled AIG UNITED GUARANTY (PrO Unlimited) —
toward a goal or vision.I am perseverantwith an easy, friendly Greensboro, NC
exterior. I regularly position myself into challenges with the Operational Risk Business Analyst - February 2009 to July
difficulties AND opportunities of bringing goals and dreams into 2009
reality. I am inspired by managers/leaders, goals, timelines and Key Results:
closure.
Developed BIMs (Business Interaction Models) that
visualize business interactions between internal and
KEY AREAS OF EXPERIENCE external groups, showing dependencies on systems.
– 20 years IT Managerial experience Developed procedures manuals and
– Business Process Modeling and Procedure Manuals workflow/process maps on top three critical
– Process Improvement/Risk Analysis processes for each department.
– Software Training Identified areas of potential risk and points of failure.
– Technical Writing Made process improvement recommendations and
suggested controls.
– Help Desk Management
Director, IT Support and Education - January 1995 to
January 2009
PROFESSIONAL EXPERIENCE Key Results:
SME (SUBJECT MATTER EXPERTS) — Greensboro, NC Process Improvement: Developed the IT&S Process
Director, Software Education- November 2009 to Present Improvement/Quality Advisor Team consisting of
Partner in regional IT consulting group one process owner from all IT&S support areas and
Key Results: four process owners from the business units.
Developed team Charter and PDCA (Plan-Do-
 Provider of standard and customized training on off-the-shelf
Check-Act) cycle. Led the collective focus on
business and proprietary software.
eliminating waste – of money, people, materials, time
(Internet Explorer, Word, Excel, VBA, PowerPoint, Access, Visio,
and opportunities.
InfoPath, OneNote, Outlook, Lotus Notes, Gmail, Project, Corel
WordPerfect Office X5, Corel Paint,Corel Draw, QuarkXPress, Software Education: Developed a software training
QuickBooks, Quicken, Windows, Adobe Acrobat, Acrobat organization from scratch. Established trainer
Professional, Adobe Connect, Photoshop, Photoshop Elements, certification requirements. Trained and supported an
Paint Shop Pro, Act, Blackboard, Captivate, WordPress, eBay, employee base of over 1400 including corporate
Twitter, FileMaker, Flash, FrontPage, Dreamweaver, HTML, Web office, 25 regional offices and three international
Design Fundamentals, Google Docs, Keynote, OpenOffice, offices. Developed technical training materials.
Publisher, SharePoint, YouTube Essential SalesForce.com,Relavis Help Desk: Directed and managed the Help
OverQuota CRM, Relavis CRM (IBM Group),IBM Cognos BI, Desk.Led the development of customer SLAs
RIM BlackBerry, and any other program by custom design) (Service Level Agreements) for all IT&S support
departments. Developed certification requirements
 Develop technical training documents. for all Help Desk Analysts. Developed and
 Cultivated excellent relationships with clients, resulting in a strong monitored performance reporting metrics around
base of referral business resulting in company’s positive cash flow these SLAs for all IT&S support teams.Researched
within first six months. and developed technical SOP (Standard Operating
 Designed, developed and published all marketing materials and the Procedures) for Help Desk knowledge base.
company’s new business campaign.
 Assessed small-to-medium sized businesses technology
environment, evaluate areas of risk or single point of failure, make Quality Quest Individual Award
and assist implementation of improvement recommendations. Quality Quest Team Award (3)
IT&S Leadership Award
IT&S Manager of the Year

2. Greensboro, NC 27408 (336) 609.1898wilma.harrelson@yahoo.com
336.609.1898