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Technical Writer Resume

Colorado Springs, CO

WORK EXPERIENCE

Confidential, Colorado Springs, CO

Client Service Representative for 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 and the PC.
  • Initiate customer follow - up calls for inquires not immediately resolved and complete call logs and reports.
  • Recognize, document and alert the supervisor of trends in customer calls.

Confidential , San J ose, C A

New Products Networking Technical Publications Developer

  • Assessed documentation requirements through discussions with customers, software and hardware engineering, marketing, support personnel and field service for requirements and input.
  • Analyzed blueprints, schematics, CAD drawings, and specifications to ensure completeness and accuracy of final documentation.
  • 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, handouts, PowerPoint presentations, and technical order material.
  • Reviewed draft material with the customer base, revised material as requested to improve quality of content.
  • Coordinated graphics and drawings required for documentation with graphics personnel and produced final masters for reproduction.
  • Achieved 97% customer satisfaction rating on documentation quality surveys.

Confidential , Santa Clara, C A

Networking Technical Training Publications Developer and Writer

  • Developed technical documentation, materials, and procedures to train customers in hardware and software configuration and maintenance.
  • Conducted on-site training and documentation sessions for customer technicians throughout the US and Canada.
  • Achieved a 93% satisfaction feedback from customers on documentation surveys.

Confidential , S anta C lara, C A

Networking New Products Technical Writer

  • Interviewed subject matter experts (SMEs) and customer technicians to determine manual content requirements.
  • 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.

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