Technical Training Resume Profile

Work Experience

Confidential

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

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

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.

Confidential

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

Completed qualification testing, and the technical training on Command and Control C2 Large Scale Display Equipment SACCS/465L .
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.

Additional Skills

Saved over 5 Million maintenance cost per year by designing new maintenance tools and processes, reducing the Mean Time to Repair MTTR of peripheral devices in a USAF C2 environment. Training Magazine invited me to present Managing and Motivating Documentation And Training Group sessions for 2 years at ASTD's world-wide Training Conferences in Manhattan, NY. Invited guest speaker at Brigham Young University to present motivating and managing in the training development and writing careers and emphasized the opportunities in the high technology industry.

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

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