Summary
Experienced operations and program manager, focusing on customer-facing specifications. Specialized in meeting customization requirements and optimizing processes. Excellent verbal and written communicator. Skilled leader, adept at working collaboratively within a matrixed and globally dispersed environment, including off-shore reportables.

• Outstanding Leader of Cross-Functional Teams
• Innovator
• Excellent Lateral & Vertical Communicator
• Process Improvement
• Project Management
• Customer Oriented

Recent Contracts:
Technical Writer ,Confidential,Philadelphia, PA September 2011 – Present (contract)
Implemented and provided constant improvement on the Knowledge Management process, including the use of SharePoint, at Naval Supply-Weapons Systems Support (NAVSUP-WSS) for the documentation of Foreign Military Sales (FMS) procedures. National security law restricts sharing specific details on work accomplished.

• Managed day-to-day activities of two writers and one editor, including: training, reviews, hirings, and separations.
• Clear and timely communication to senior level military and civilian personnel was mission critical to the success of the program.
• Met or exceeded customer’s requirements for quality, deadlines, and deliverables.

Technical Writer at Confidential,Peapack, NJ May – August 2011

• Wrote a Standards / Operations Guide.
• Built from a template a SharePoint site, administration duties included permissions and document control.

Project Manager at Confidential,Radnor, PA August – November 2010

• Project management for special short-term projects for the “Xcalibur” / “Spectrum” product.
• Responsible for collecting UI issues and their speedy resolution.
• Managed the technical writing efforts and documentation for a User Guide and other customer facing collateral.

Localization Expert at Confidential,Newtown Square, PA March – June 2010

• Provided a deep dive analysis of and recommendations for the current localization processes.
• Deployed the existing localization process for a new, web-based sales generating tool.
• Wrote and edited contributions for a Technical Proof of Concept for a Web-based Content Management System (WCMS).

Confidential,Harvard, IL and Libertyville, IL 1999 – 2009
Program Manager, Confidential, 2002 – 2009
Managed definition, development, release, and support for dozens of features in multiple mobile phones. Corporate development process was waterfall; the Localization cycles were agile 2 to 4 week sprints.

• Implemented a co-branding process that increased customer purchases by 25% (based on customer surveys citing better co-branding as a specific reason for increased sales).
• Process / Project management skills (process definition, risk management, scheduling, and others) used to manage a worldwide program operating across regions, products, and in over 50 languages. Quality standards exceeded Six Sigma levels.
• Guided marketing decisions and development timelines regarding the globalization (g11n) or internationalization (i18n), pseudo-localization, and localization (l10n) of Motorola mobile phones.
• Managed the SDLC activities for the proprietary translation tool used by program contributors.
• Meeting objectives required team building across a wide spectrum of contributors: senior management, carrier representatives, technical teams, QA, legal, marketing, UI designers, and a broad range of globally dispersed, individual contributors.
• General budgetary responsibilities, including monitoring spending and preparing reports. Third party vendors were key contributors.

Confidential,Harvard, IL and Libertyville, IL 1999 – 2009

• CONTINUED

Localization Specialist 2000 – 2002
Worked with a world-wide, cross-functional development teams to ensure compliance with marketing requirement documents (MRDs). Facilitated the global localization process across six regions in over fifty languages.

• Reduced localization cycle time by 50%. Worked with global internal teams & vendors, to identify opportunities to streamline workload and integrate improvements in both the processes and tools.
• Reduced cycle time for resolving change requests by 200%. Accomplished by re-evaluating internal processes and driving improvements in response times.
• Subject matter expert providing timely resolution to high visibility issues in a high production, fast paced atmosphere.

Technical Writer / Help Author 1999 – 2000
First three months as a contractor.

• Provided new online help for various internal utilities increasing first-time customer satisfaction (based on feedback surveys).
• Wrote, edited, proofread highly technical user\'s guides for applications targeting software developers.
• Maintained department website.

Confidential,Itasca, IL 1998 – 1999

• Wrote and edited documentation for software applications targeting a highly technical audience.
• Integrated user manual production with online help development resulting in a 33% savings.
• Directed the efforts of up to three technical writers.

Technical Writer, Various Positions 1996 – 1998
Confidential,Chicago, IL 5/98 – 8/98

• Developed a customer service web-interface that led to a 45% reduction in service center calls.
• Website maintenance and technical writing, to include; company policies, forms, and regulations.

Confidential,Fort Collins, CO 4/97 – 5/98
Wrote, edited, proofread user\'s guides for software applications.

• Gathered materials for and wrote Freedom of Information Act (FOIA) marketing materials in compliance with government regulations. Lead the development of an agency website in compliance with FOIA regulations that allowed the appropriate level of access.

Confidential,Boulder, CO 11/96 – 4/97
Wrote, edited, and proofread corporate forms, policies, and manuals. Developed the company website.

Bachelor\'s Degree, English

Associates Degree, Project Management