Resume of Technical Training

Title
Technical Training

Primary Skills
Designing and teaching classes on providing consulting services to implement and track unique business processes

Location
US-CA-Felton

Posted
Feb-26-08


Objective

To join a dynamic, professional, technical group tasked with developing and delivering world class instructional coursework materials for instructor led or self paced training, educating people to successfully implement applications, procedures, equipment or systems. I am seeking a position in which I can create and present materials that enable target users to understand and incorporate best practices within their business units, and to increase user effectiveness and satisfaction.

Summary

Twenty years experience working in varied aspects of software and hardware systems including:
* Designing, writing, and teaching customer, partner, and employee classes on using, designing, and providing consulting services for software applications used to implement and track unique business processes
* Providing customer technical support and technical account management for a manufacturing execution software company
* Writing a variety of user and reference guides for a manufacturing execution software company
* Providing application design services and compliance testing for a safety consulting firm
* Writing procedure manuals and evaluating product compliance for a national regulatory agency

Work History

Senior Instructional Designer and Senior Technical Instructor for Remedy Corporation
Sept. 1996 to July 2002 (Remedy was purchased and is now BMC Software)
* Designing, developing, writing, implementing and teaching technical classes for customers and employees using the Remedy Action Request System software products such as HelpDesk, and Asset & Change Management
* Designing, developing, writing, implementing and teaching technical classes for system designers tasked with modeling their unique business processes and rules using Remedy Administrator development systems and tools
* Developing, teaching, evaluating, managing, and certifying training for Remedy Approved Consultant (RAC) program candidates
* Traveling worldwide to provide training and evaluation services at individual customer sites and regional offices
* Mentoring new designers and instructors
* Certifying partner employees to ensure they perform training job functions at the same level as Remedy employees
* Proofreading and copyediting instructional guides and collateral materials
* Writing and presenting technical papers and seminars at international user groups
* Contributing to company and departmental style guides
* Participating in various interdepartmental committees for continuous quality improvement and process tracking



Margaret L. Wiese
11845 Gladys Avenue Felton, Ca. 95018
Home 831.335.0372 Cell 831.818.2900
mwd23f3@westpost.net

Senior Technical Support Engineer for Consilium April 1991 to August 1996
(Consilium was purchased and is now part of Applied Materials)
* Designing, developing, implementing, and managing Consilium Action Line System (CALS) to track all reported software product issues from initial receipt to final resolution
* Training employees and customers to effectively use the CALS product
* Working with engineering and customer factory management staff documenting, researching, replicating, and resolving product issues via telephone, email, web interfaces, and meetings
* Implementing and managing the Executive Alert program for factory down crisis level issues
* Acting as a bridge communicating customer needs and expectations to engineering, marketing, sales, and writing personnel focusing on continuous product and process improvements
* Writing and presenting technical papers at international user groups
* Contributing as a member of Key User, Material Review Board, ISO9000 and ISO9003 teams

Senior Technical Writer for Consilium June 1987 to April 1991
* Designing, researching, and writing technical user and reference guides on the effective modeling and implementation of software to record factory operations for lot, product, process, machine, and employee related events
* Proofreading and copyediting user and reference guides
* Writing online help text for software systems
* Writing and presenting technical papers at international user group meetings
* Coordinating writing production and printing schedules for software releases
* Contributing as a member of Material Review Board, ISO9000 and ISO9003 teams

Application Engineer for Safety Technology Labs (STL) April 1986 to June 1987
* Interpreting, communicating, distributing, and applying national and international safety standards for clients
* Developing and conducting testing programs to evaluate compliance to national and international safety standards
* Providing assembly retooling and process change notices to clients seeking certification for their products
* Writing descriptive assembly procedure manuals documenting the process steps and materials required for building products in compliance with agency standards

Technical Correspondent for Underwriters Laboratories (UL) January 1984 to June 1986
* Writing factory assembly and procedure manuals documenting the process steps and materials required for building electrical products in compliance with UL standards
* Evaluating and documenting compliance and/or deficiencies in prototype and existing products
* Traveling to customer locations to conduct and document onsite product evaluations
* Creating and delivering training classes to employees and customers

B.A San Jose State University Psychology major, English minor. Proficient in using Windows, UNIX, Mac, and VAX/VMS platforms. Proficient in using FrameMaker, and MS Office applications including MS Word and PowerPoint. Completion of classes and seminars including HP System Management, Informix Databases, Power Speaking, and various writing, indexing, design, and interviewing coursework. Graduate of 10 part APICS program.

Certifications
See above


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