Customer Service Representative Resume Colorado Springs, CO - Hire IT People

SOFTWARE SKILLS:

Adobe Framemaker
Adobe Creative Cloud (Acrobat Pro, Illustrator, Photoshop, Dreamweaver, Muse, Premier, InDesign, etc.)
Microsoft Office 365 (PowerPoint, Excel, Outlook, Visio Pro, Project Pro, Publisher)
Camtasia
SKYPE
SnagIt

WORK EXPERIENCE:

Confidential, Colorado Springs, CO

Customer Service Representative

Responsibilities:

Respond to customer requests regarding billing, technical and general customer service inquiries.
Assist customers with wireless device configuration, setup, media connection or configuration, porting contact lists, photos, music and media from old to upgraded devices.
Maximize customer satisfaction through expanding their wireless experience by suggesting new products and applications to their benefit.
Identify, research, and resolve customer issues using the application software.
Initiate customer follow - up calls for inquires not immediately resolved and completed call logs and reports.

Confidential, San J ose, CA

New Products Networking Technical Publications Developer

Responsibilities:

Assess documentation requirements through surveys, interviews with employees and consultation with managers, instructors and customer representatives.
Improved technical documentation through job and task analysis resulting in updates to documentation for procedural clarity.
Organized and wrote user guides, quick start guides, installation and procedure manuals, and course handouts, PowerPoint presentations, lab exercises, and technical order material.
Conducted Train-the-Trainer (T3) courses for Instructors and customer technicians to validate documentation and course materials in the classroom and lab.
Attained T3 and student satisfaction ratings on new documentation and class materials by 95%.

Confidential, Santa Clara, CA

Networking Technical Training Publications Developer and Writer, Networking New Products Technical Writer

Responsibilities:

Interviewed subject matter experts (SMEs) and customer technicians to determine manual content requirements.
Developed technical documentation, materials, and procedures to train users in hardware and software configuration and maintenance.
Constructed a lab providing hands-on technical hardware and software experience.
Conducted theoretical and practical applications of SynOptics networking hardware and software, including fiber optic, Ethernet, and twisted-pair networking using SynOptics concentrators for customer technicians.
Conducted on-site training and documentation sessions for customer technicians throughout the US and Canada.
Achieved a 93% session satisfaction evaluation on documentation.
Prepared departmental training and documentation budget to increase training revenue through more concentrated and detailed classes.
Participated in Subject Matter Expert (SMEs), Marketing and Support team meetings and designed technical documentation for the new Graphic System product.
Increased revenue by 24%, generating over $2 million per year.
Led a team of 6 writers and trainers, coordinating our new products documentation and training with sales skills and marketing requirements to insure the world-wide sales force was trained to meet sales goals and budgets.
40% increase in DECnet networking hardware and software sales by concise documentation.
Designed a new Self-Paced documentation and training strategy for Small Systems New Products, allowing decentralization to local sites instead of requiring travel to headquarters.
Saved over $20 million dollars annually in travel, per diem, and lost productivity by decentralizing documentation and training to localized worldwide centers.
Analyzed entire existing documentation and curriculum producing a documentation/curriculum diagram, recommending where additional documentation and user guides were required.

Confidential

Maintenance Technician

Responsibilities:

Reduced maintenance performance time by 30% by developing new tools and procedures and documenting these maintenance procedures for the technical orders.
Volunteered for Instructor duty and taught future maintenance technicians:
Theory of operation, troubleshooting, and practical application in a lab environment on Large Scale Display (SACCS/465L) C2 equipment.
Defense Meteorological Satellite Systems Down-Link Equipment Repair (DMSP).
Developed and documented maintenance procedures for both SACCS/465L C2 and DMSP areas.

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Customer Service Representative Resume

Colorado Springs, CO

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