Jean Harsh
Gerrardstown,WV
Summary
Energetic and detail-oriented training and development professional with extensive experience in both the Training and Information Technology industries. Strategic leader exceptionally versed in designing and implementing enhanced training programs centered around new product implementation and performance improvement. Strongly adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach. Demonstrated achievements in building cross functional relationships and effective communication.
Overview
23
23
years of professional experience
Work History
Training Specialist
Contracting Resources Group
12.2021 - Current
- Process incoming training requests and evaluated training needs to customized training for each request
- Assigned training to appropriate training staff
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Enhanced CRM users performance by developing and implementing comprehensive training programs.
- Assisted in analyzing and assessing training and development needs for Missions and Post worldwide
- Assisted in evaluating current curriculum to address changes as needed
- Provided virtual training for CRM users at US Embassies around the world
- Maintained incoming request for training using a ticketing system
- Evaluated training request and worked with users to determine specific requirements for training
- Developed training material to meet specific requirements for training
- Maintained database of training provided including statistics on location, division and roles of trainees
- Analyzed data and created reports to management
Program Training Manager
American Public Education Inc.
10.2019 - 08.2021
- Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction, and performance
- Conducted evaluations of training courses to uncover areas in need of improvement
- Evaluated and documented each departments processes and utilization of the in-house CRM
- Created training materials specific to each department preparing them for the Salesforce implementation, including new functionality and process changes
- Provided training via ZOOM to various groups including company trainers, managers and staff
- Each training included an overview of any changes from the original CRM
- Conducted post training surveys to determine their satisfaction with the training and how prepared they were for implementation
- Conducted post go-live surveys and monitored help desk tickets, to determine if there were any training gaps and conducted follow up training and updated materials as necessary
- Updated training materials and conducted training sessions for each new stage of the Salesforce implementation for both new users and existing users to ensure any change in processes from the last release were understood and documented
- Developed an internal training site for APEI to provide one location for training materials and supplemental information
- Reviewed and updated the training site monthly for any changes in process or procedures
- Worked with vendors to coordinate training for new initiatives such as, Salesforce and Microsoft, to ensure training met company goals
- Performed a skills gap analysis for IT employees to determine skills needed for upcoming projects
- Developed career ladder training paths for existing positions as well as future needs for company growth
- Worked in partnership with IT managers to develop career training paths for their employees
- Worked closely with the Human Resources Training Manager to develop cohesive trainings on process and procedures throughout the organization.
Manager, User Support
American Public Education Inc.
09.2013 - 10.2019
- Trained new employees on support processes, procedures, and knowledge base
- Acted as Business Relationship Manager for Human Resources department to ensure IT goals and initiatives were reviewed and completed
- Managed helpdesk vendors including selecting, configuration, and maintenance
- Created an extension knowledge base for technical teams, reducing the amount of time needed to resolve issues
- Successfully lead the team to achieved 95% SLA rate
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Maintained Support Services budget
- Worked as the Business Relationship Manger for Human Resources
- Built and maintained successful relationships with service providers, vendors, dealers, and consumers
- Fostered entry level team members’ skills to provide growth opportunities within the organization.
Director of IT Support Services
Marymount University
10.2005 - 08.2013
- Oriented, trained, and directed staff to achieve objectives
- Oversaw staff, financials, and key performance indicators to manage business operations.
Director of IT Training
WhiteHat Management
09.2003 - 10.2005
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks
- Completed frequent assessments of training materials, structure, and success rates to enhance program
- Produced training materials to engage and educate individuals
- Provided onsite training for over 30 locations nationwide
- Managed two instructional designers.
Director of Information Technology
WhiteHat Management
06.2001 - 09.2003
- Managed 32 employees both on site and remote in supporting schools nationwide
- Collaborated with and mentored technology staff, promoting synergetic partnerships, credibility, and teamwork
- Brought projects in on-time and in accordance with budget and quality standards
- Enhanced development and drove continuous improvement of project delivery process by providing strong program leadership
- Monitored internal financial budgets to measure against projections.
Education
Associate of Applied Science in Computer Programming -
Stark State College
Canton, OHBachelor of Science in Business Management -
University of Phoenix
Tempe, AZSkills
- Training Development
- Knowledge Management
- Employee Development
- Program Management
- Business Relationship Management
- Decision-Making
- Vendor Relations
- Change Management
- Budget Forecasting
- E-Learning Platforms
- Training Program Development
- Online training experience
Websites
Timeline
Training Specialist
Contracting Resources Group
12.2021 - Current
Program Training Manager
American Public Education Inc.
10.2019 - 08.2021
Manager, User Support
American Public Education Inc.
09.2013 - 10.2019
Director of IT Support Services
Marymount University
10.2005 - 08.2013
Director of IT Training
WhiteHat Management
09.2003 - 10.2005
Director of Information Technology
WhiteHat Management
06.2001 - 09.2003
Associate of Applied Science in Computer Programming -
Stark State College
Bachelor of Science in Business Management -
University of Phoenix