Technical Writer Resume Colorado Springs, CO - Hire IT People

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.