We provide IT Staff Augmentation Services!

Document Manager Resume

OBJECTIVE

  • To work in an environment that will challenge me further, while allowing me to contribute to the continued growth and success of the organization, and that will allow me to bring value through loyalty and dedication

SUMMARY

  • A creative, persistent technical writing professional adept in creating a mark in the industry with education and technical knowledge, strong negotiating skills, resourcefulness, and creativity. Recognized for my ability to easily explain highly technical concepts to nontechnical people and build trusting relationships.

TECHNICAL SKILLS

  • AS9100/ ISO9001 auditing and documentation review and revision, written proposals and specifications for corporate clients needing custom computer builds,
  • IT support and troubleshooting. Building highly customized computer systems, diagnosing hardware and software issues on systems virus and spyware removal with preservation of sensitive data, Wet Chemistry, Windows Server 2003, eMDs, Microsoft SharePoint, Visio
  • Word, Excel, Power Point, Publisher, Access, Outlook, Windows registry editing, Remote desktop, Adobe Illustrator and Photoshop
  • Word Perfect; Quicken; and AutoCAD. Basic familiarity with Red Hat, Debian, CentOS, PhpMySql, Apache.

PROFESSIONAL EXPERIENCE

Confidential

Document Manager

Responsibilities:

  • Evaluate existing call center documentation and quality management system
  • Create standardized documentation format
  • Develop process maps to reflect various process overviews for four departments including call center/ help desk/ dispatch group
  • Shadow all levels of help desk agents, dispatch agents and other positions throughout the company to evaluate, document and improve workflows
  • Write and edit workflow revisions for all departments to increase functional organization and workflow efficiency
  • Technical review and editing of help desk/ dispatch group procedures to match existing practices
  • Collaborate with process owners to verify and validate procedures
  • Develop training materials for multiple positions in four departments
  • Plan and develop communication plans for different projects in several departments
  • Serve as subject matter expert in areas of departmental interaction and integration
  • Develop agent scorecard performance matrix for metric analysis and improvement program according to industry standards
  • Design, create, and lead an ISO Awareness training program for all employees, including management
  • Update ISO program documentation and internal audit materials
  • Lead ISO 9001:2008 Recertification Audit preparation
  • Maintain SharePoint documentation site by insuring all documentation is up to date
  • Participate in process improvement plan brainstorming sessions
  • Insure continuous improvement efforts meet ISO and Quality Manual standards and requirements
  • Compile and report key performance indicators required by the ISO standard and Quality Objectives

Confidential

Quality Technician

Responsibilities:

  • AS9100 lead auditor certification, performed internal audits, external supplier audits
  • Wrote detailed technical audit reports, highlighting standard violations, procedural omissions, work instruction violations with citation of specific relevant documentation and clauses, and detailed corrective action requests
  • Technical editing and review of policies and procedures for accuracy and ISO9001/ AS9100 compliance, with written corrections and additions as necessary
  • Wrote First Article evaluations of technical engineering samples, providing written detailed reports of conformance issues and related data
  • Worked with suppliers and engineering departments to write and develop new components to engineering specifications and resolve supplier manufacturing issues
  • Wrote and edited workflow revisions to increase functional organization and workflow efficiency in manufacturing areas
  • Analysis and testing of internal battery components using optical comparator, digital calipers, X - ray diffraction, Instron hardness testers, support of chemical plant personnel
  • Data entry, coordination and prioritization of testing to insure timely results and product release
  • Report abnormal results to manufacturing supervisors and management and contribute to problem resolution

Owner/ CEO

Confidential

Responsibilities:

  • Create technical documentation for custom system builds and software customization
  • Evaluate and diagnose hardware and software issues on systems signed in for repair
  • All Technical IT Systems support and server support for many small business and doctors offices in Valdosta
  • 24/7 recovery, security and system failure emergencies for clients
  • Data recovery and back up. System transfers and upgrades. Memory, hard drive, CPU and other vital component testing. Virus and spy ware removal and protection.
  • Review and recommend system capabilities and components for non-technical customers
  • On-site evaluation and resolution of customer issues, on-site installation and set up of computer systems purchased. On-site basic networking set-up and troubleshooting
  • Maintain, Troubleshoot and Repair Windows Server 2003 Active Directory Domains
  • Prepare, present and explain submittals for commercial customers
  • Consultation services for hardware and software purchases as well as buying agent duties

Confidential

Quality Control Technician

Responsibilities:

  • Developed and wrote technical documentation, and improved analytical methods, including calibration instructions and acceptability criteria
  • Wrote, reviewed and updated SOPs to make sure guidelines and documentation criteria were met and recorded
  • Wrote and reviewed all process and procedure documents for department
  • Wrote production analysis, finished product analysis, and raw material analysis reports
  • GC, HPLC including sample preparation, sequential analysis control, instrument maintenance and troubleshooting
  • Wrote numerous wet chemistry procedures, various physical analysis, troubleshooting production problems
  • Chromatographic optimization of analysis

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