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PROFESSIONAL SUMMARY

Business oriented documentation specialist and technical writer. Extensive experience in technical writing, Information Mapping techniques, technical instructional design and curriculum development; over 20 years experience in telecommunications as an instructional designer, technical instructor, technical writer and course developer.

SKILLS SUMMARY

Data Technical Support, Technical Instructor, Instructional Designer, Instructional Developer, Technical Writer, Field Engineer.

Software Skills

Adobe FrameMaker+SGML, Adobe Acrobat, Adobe Photoshop, Adobe RoboHelp, CorelDraw, Interleaf, MadCap Flare, Microsoft Access, Microsoft Excel, Microsoft FrontPage, HTML(Basic), Microsoft PowerPoint, Microsoft Project, Microsoft Publisher, Microsoft Word, QuarkXPress, RoboHelp, Windows, Macintosh and UNIX operating systems.

Equipment Skills

Network and wireless equipment: iDEN Operations and Maintenance equipment; Cellular Fixed Network equipment; VoIP subscriber equipment; UNIX systems; Windows based computers, SUN workstations and UNIX computers; cellular phones, Android devices, Blackberry devices.

Technical Writer – Smith Micro Software, Inc. - Wireless Connectivity and Security Group

• Authored customized Help systems using RoboHelp and MacCap Flare.
• Authored Help documentation for HTC EVO, Android device Visual Voicemail system.
• Produced customized User Guide documentation using Adobe FrameMaker..
• Single sourced documents using MadCap Flare and Adobe FrameMaker.
• Worked with Development, Quality Engineering, Project Management from supervisory through V.P. Levels.

Data Technical Support Representative

Cellular and Data Product Technical Support

• Technical Support on BlackBerry products 7250, 7130e, 8830, 8130 including Desktop Software.
• Provided level 2 technical support on cellular phones, data cards, switching problems and network problems.
• Liaison between Data Technical Support team and Online Account team.
• Worked with software team testing online account access system, product launch and problem reporting.
• Maintained support documentation and procedural information for support team.
• Mentored new support associates and assisted in training of new associates.

Documentation specialist, Worked as contractor through Technisource Inc. with Lucent Technologies Customer Training and Information Products (CTIP) group

• Lead Designer and developer for systems administration training on Lucent’s Autoplex cellular system which resulted in over 200% increase in attendance. 
• Technical writer for digit translations courseware. Existing course needed upgrade. Updated course content to latest release level, resulting in increased technical accuracy and met delivery deadline.

Course developer and staff instructor, Motorola

• Design, development and instruction of UNIX computer systems used for maintenance and performance statistics in two-way trunked radio systems. Instructed management, dispatch personnel and technical personnel across the United States. This improved efficiency in these E911 markets filling a need for management and dispatcher training.
• Researched iDEN system (used by Nextel Communications). Created recommendations report for management. Specialized on operations and maintenance systems used in Network Operations Centers. Designed, developed and instructed introductory, network operations and system administration courses which prepared Nextel engineering personnel for their initial product launch and subsequent training needs.

PROFESSIONAL EXPERIENCE

Aug 2008 – Oct, 2011

Smith Micro Software, Chicago, IL

Technical Writer

·        Authored Help systems and User documentation for Smith Micro, Inc., Connectivity and Security Group.

·        Customized documentation for various clients, including, AT&T, Bell Canada, Comcast, T-Mobile, Sprint, U.S. Cellular, Time Warner, Telecom New Zealand and other domestic and foreign customers.

·        Worked on localization through external vendor.

·        Help systems written in RoboHelp and MadCap Flare.

·        User Guide Documentation created in Adobe FrameMaker and single sourced from MadCap Flare.

·        Worked with Development, Quality Engineering, Project Management from supervisory through V.P.       Levels.

·        Developed Help documentation for Android Visual Voice-mail product used in Sprint Network.

·        Updated SDK documentation.

 

Aug 2005 – July 2008

U.S. Cellular, Bolingbrook, IL

Data Technical Support Representative

·        Resolved customer questions and issues regarding billing, activations, technical problems, cell phone plans, and features.

·        Provided level 2 technical support on over 140 phones including BlackBerry, Motorola and other smart phones.

·        Provided customers timely and accurate information reflecting a positive and customer oriented image of the organization and offered alternatives and options to satisfy customer concerns.

·        Worked with Software Integration Team testing new “My Account” software.

·        Interacted with customer relations, financial services, technical support and management.

·        Documented various procedures, produced presentations and provided management feedback.

·        Data input to customer and billing database (CARES).

 

January 2004 – Aug 2005

Red Oak Concepts, Inc., Red Oak Iowa

Sr. Account Manger

·        Sales of imprinted promotional products and advertising specialties in Chicago area.

·        Worked with small and large businesses as an independent promotional products consultant.

·        Worked with various business groups to generate sales and referrals, including the Naperville Chamber of Commerce.

·        Designed business newsletter in Adobe FrameMaker and wrote proposals and solicited businesses via e-mail, the web and business contacts.

 

January 2001 – March 2004

Instructional Design Consulting, Inc., Romeoville, IL                                                                         

Independent Consultant

·        Business owner of private consulting business offering instructional design and technical writing services.

·        Authored and published Microsoft Outlook 2000 training document in Microsoft Word for Kellogg Corporation.

·        Worked with Motorola Cable Communications group as technical writer.

·        Worked with Exelon Corp (On-Site Staffing) as consultant on technical documentation for Work Practice Manuals written in Quark Express and assisted with technical reviews and evaluation.

·        Worked with small and medium sized business on a variety of assignments including training, technical writing and desktop publishing.

·        Produced monthly bulletin in Microsoft Publisher for Naperville Congregational Church, in Naperville, IL.

·        HT Solutions, Streamwood, IL. As consultant on project for Motorola.

April 1997 – January 2001

Technisource Inc. - Downers Grove, IL

Lucent Technologies/Motorola                                                                                                           

Instructional Designer/Technical Writer

·        Designed and developed Lucent's Operations and Maintenance Platform (OMP) training course, bringing course to a professional quality level and increasing course sales.

·        Developed courseware for Lucent's Digit Translations Training Course and edited supporting product documentation using FrameMaker+SGML software and Information Mapping techniques.

·        Designed release upgrade training presentations for Motorola wireless CDMA 3G systems used to train engineering personnel in Japan and Israel.

·        Evaluated CDMA wireless course materials for effectiveness and advised management of areas of needed improvement.

·        Designed templates for Motorola Cable System customer proposals, increasing efficiency and response time to customer needs.

November 1984 – July 1996

Motorola, Inc. - Schaumburg, IL                                                                                                         

Staff Instructor/Instructional Designer/Technical Writer

·        Evaluated Motorola GSM training in England for Motorola’s Base Station Controller (BSC), and Operations and Maintenance Center (OMC), and determined modifications needed in Motorola’s iDEN mobile technology.

·        Researched iDEN mobile technology for World Wide Learning Services department and estimated training needs including, equipment costs, instructor staff required, and development efforts required.

·        Played a major role in the curriculum design and development for the iDEN technology including evaluation of training courseware by outside vendors such as Northern Telecom.

·        Designed, authored and instructed three Operations and Maintenance Center courses for the Motorola iDEN Wireless Network.

·        Taught initial OMC courses to engineering personnel for Nextel Inc, in Los Angeles, CA.

·        Successfully supervised new instructors on the OMC product and cross-trained other internal instructors, increasing departmental knowledge of the iDEN system.

·        Worked with department management to achieve Six Sigma business goals related to training.

·        Instructed OMC courses to external customers and internal Motorola business units.

·        Developed Trunked Radio computer courses for E911 police/fire centers and special mobile radio operators, standardizing operating procedures for E911 Trunked Radio system.

·        Instructed Trunked Radio E911 courses to management and dispatch personnel throughout the United States as well as in Japan.

EDUCATION SUMMARY

Joliet Jr. College, Joliet, IL - Business Law, Computer Science

Wright College, Chicago, IL Business, Marketing, Aviation

Lane Technical High School, Chicago, IL – College Preparatory Technical

CERTIFICATES AND MEMBERSHIPS

·        Society for Technical Communication (STC)

·        CompuServe Member featured in February 1995 Magazine Article: ‘Working Your Way in the Alternative Office’

·        Received a Motorola Recognition Award for work on iDEN Training Products and OMC Project

·        Motorola Service Club Member

·        Certificates: Motorola Instructor I, Motorola, Inc.

·        Certificates: Private Pilot SEL and Advanced Ground Instructor Rating

·        Certificates: Program Management in Complex Environments, Motorola, Inc.

·        Certificates: EMX 250/500, 100 Plus, Centracom Trunked Central Controller with Interconnect, Trunked Spectra Mobiles, Managing Smartnet Trunked Systems, Trunked Centracom & Series II Plus Consoles, Subscirber Information Management System User Training (SIMSII), VME Servicing Techniques, NCP 3000, NCP 2000, 2500, 3000 Series, Motorola, Inc.

·        Certificates: Motorola iDEN Operations and Maintenance Center (OMC), GSM OMC, Base Station Controller (BSC), Enhanced Base Station Transceiver (EBTS), Dispatch Application Processor (DAP), Motorola, Inc.

·        Certificate: Relational Database Design, INFORMIX

·        Certificate: Time Management, Understanding Six Sigma, Motorola, Inc.

·        BlackBerry Certified Support Associate T2 v4.1+BIS

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