Harold A. Lawson30 Greystone Way · Hiram, Georgia 30141 · (770) 222-4803 · Suavetyme@att.net

SUMMARY: A tenacious highly qualified leader with over 15 years of experience providing superiorcustomer services ranging from Project Management to hardware/software technical support. Result-focused and effective leader with proven ability of proactively identify and resolve problems while maximizing productivity. Experienced in working in fast-paced environments; excellent interpersonal skills; detail-oriented and able to multi-task.

LEADERSHIP ACCOMPLISHMENTS:♦ District Leader for Primerica Financial Services ♦ Licensed Mortgage Broker (Citigroup)♦ Licensed Insurance Agent (GA, SC) ♦ Kappa Alpha Psi Fraternity, Incorporated

♦ Securities Licensed (Series 6, Series 63)

LEADERSHIP AWARDS:* Sept 2005 Top Senior PFA * April 2006 Top Senior PFA

EXPERIENCE:

Integrated Broadband ServicesProject Manager Kennesaw, GA

11/09-Present· Understanding overall project/program objectives, as well as the role and function of each

program stakeholder.· Ensuring that project objectives/requirements are clear and agreed to by all stakeholders.· Following project plans and leading resources to meet plan deliverables.· Ensuring that the risks are identified, communicated, and mitigated and that projects are

delivered successfully.· Communicate technical matters to customers at a high level without extensive engineering

support.· Help perform QA-related tasks on solutions developed for customers prior to production

deployment.· Assist with project task and resource tracking and scheduling.

Integrated Broadband Services Cartersville, GA

Tier I Technical Support Representative 06/08-11/09

· Consistently provides top quality service to our customers.· Receives excellent reviews via phone observations averaging in the 90 percentile range.· Average talk time remains within the five to seven minute requirement.· Received several customer compliments for excellent service.· Provides advanced technical support to cable modem end users.· Provides effective and efficient resolution for internet and VOIP subscriber’s issues.

AT&T Company Kennesaw, GASales Associate 02-08- 05-08· Consulted with customers to recommend and sell a variety of AT&T products and services to

meet our customer’s needs.· Provided AT&T customers with a positive sales and service experience. · Interacted with multiple online systems while speaking with customers.· Met sales quotas and service objectives in a fast paced call center environment.· Completed on-the-job and classroom training as required.

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TRANSDOT.COM (Hire Dynamics Company) Atlanta, GALoan Processor 03/07 – 1/08

· Interview loan applicants, obtain all of the necessary documentation to make loan decision, properly secure the collateral used to qualify and approve the loan.

· Provide information to the membership conc nerning the different types of loan offered, the terms and the interest rates.

· Review and verified that all information is completed.· Obtain information from credit bureaus, employers, banks, credit institutions to determine an

applicant’s credit history and the ability to pay back the loan or charge.· Make loan decisions in a timely fashion to meet client’s needs.· Grant loans in accordance to procedures and in compliance with local laws.· Provide financial counseling clients in the wise use of credit.· Refer all borrower requests for loan extensions, refinances, or any changes to original loan

terms.

HEWLETT PACKARD COMPANY (TAC Worldwide Company) Atlanta, GAClient Support Specialist 01/07 – 03/07

· Provided remote telephone technical support internally and externally.· Sourced parts for customers with break/fix issues.· Escalated customer satisfaction issues to next level when needed.· Perform complete and accurate data entry in a call center environment.· Analyze, interpret, and execute accordance with contract documentation.· Perform contract reviews with customers and HP management.· Monitor customer business requirements and trends.· Serve as focal point for deal reporting information.· Held directly responsible to the customer for service level commitments.· Perform call closure functions for technicians via WFM.

Primerica Financial Atlanta, GAFinancial Advisor (Part time) 04/04 –Present

· Coach teams in GA and TN on basic financial principles.

· Recruit new members and motivate them through positive reinforcements.· Provide insurance quotes to individuals and families for life insurance.· Facilitate meetings with potential prospects on the aspects of the business. · Initiate SMART Loans for individuals and families to reduce debt therefore increase quality

of life. · Provide opportunity for individuals and families to invest into Mutual Funds, IRA’s,

Annuities, etc.

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HEWLETT PACKARD COMPANY (Dynamex Company) Atlanta, GABusiness Analyst 03/03 – 10/05

· Analyzed seven daily reports to ensure quality assurance for parts inventory.

· Investigated and resolved inaccuracies of daily reports.

· Facilitated meetings with management to discuss strategies for solving problems on reports.· Responsible for overall shipping of physical hardware inventory for the US.· Actively pursued practices that lead to project cost reductions in order to positively affect

margins and profits.· Reviewed status reports by project personnel and modifies schedules or plans as required.· Responsible for training new hires on all functional areas of the program part division.· Led and participate in strategic projects that involve developing ways of generating revenue and

company savings as well as increasing CSI scores.

Parts Representative 06/98 – 03/03

· Provided remote telephone technical support internally and externally.· Sourced parts for customers with break/fix issues.· Escalated customer satisfaction issues to next level when needed.· Managed projects with minimal supervision. Extensive interaction with internal and external

customers in a call center environment.· Assisted in the strategy development of new metrics to promote process improvement.· Responsible for routing parts to the correct destination for pick up using the ordering system. · Tracked the progress of the orders to ensure that our commitments to the customer were met.· Coordinated and sourced parts to corporate accounts onsite enabling engineers to service

external/internal customers.· Researched issues for FedEx Company and implemented resolutions as a result of shipping

errors

UNIFIED MERCHANTS SERVICE Atlanta, GACustomer Service Representative 09/96 – 06/98

· Implemented credit cards accounts for merchants nationally. · Provided customer service troubleshooting for existing accounts.· Sold credit card accounts to merchants nationally.· Documented sales calls and customer interaction.

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BEST BUY, INC Atlanta, GAOperations/Merchandise Manager 04/94-05/96

· Responsible for adhering to the labor and revenue budgets of the store implemented by corporate standards.

· Maintained and developed the Customer Service staff, created, initiated and complied with operational and customer service procedures.

· Assisted the General Manager in the operation of $40 million dollar electronic specialty store. · Analyzed monthly/weekly reports, maintain the operations budget, staffing and

merchandising.

Department Supervisor 11/93 – 04/94

· Implemented credit cards accounts for merchants nationally.· Provided customer service troubleshooting for existing accounts, sold credit card accounts to

merchants nationally.· Responsible for department profitability. · Provided work schedules, coaching and training to staff members for merchandising. · Maintained a broad knowledge base in the area of computers and home office products. · Functioned as the Senior Product Specialist, answered highly technical and operational

customer questions and inquiries on computers and home office merchandise.

ESCALATE TECHOLOGIES Houston, TXManager 09/91 – 05/93

· Trained new clientele on how to use their software applications.· Increase product and industry knowledge through demonstrations/presentations.· Installed new software for customers.· Support customers with technical issues through troubleshooting by phone and onsite visits.· Responsible for overseeing personnel from other departments.

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LIFECO TRAVEL MANAGEMENT Houston, TXProject Manager 03/90 – 09/91

· Conducted a successful implementation of new corporate travel offices.

· Met client’s expectations of work flow, establishing a clear understanding of operations, coordinating with internal departments such as Automation, Telecommunications, MIS and Clients Services, hiring of staff and training.

· Directed and coordinate activities of project personnel to ensure project progresses on schedule and within prescribed budget.

· Interacted with clients on a daily basis and is accountable for all aspects of jobs and projects· Conferred with project staff to outline work plan and to assign duties, responsibilities and

scope of authority.

SKILLS: Microsoft Word, Excel, PowerPoint, Microsoft Project, Windows 2003, Daptiv Management tool.

EDUCATION: BARTON COLLEGE Wilson, NC Bachelor of Science, Business Administration 1981