ISMAIL F. ABUKHDEIR

404-***-****

acet7x@r.postjobfree.com

www.linkedin.com/pub/ismail-abukhdeir/63/b94/7b4/

Dedicated and diligent Research Professional for stewardship enforcement efforts with an advanced

education and exemplary management experience driving program and project initiatives, facilitating

change, contributing to strategic planning, fostering consensus, and leading highly productive teams in

customer service solutions, creating and maintain user manuals.

CREATIVE ● AWARD WINNER ● STRATEGIC ● LEADER/TEACHER

PROFICIENCIES

HTML

Microsoft Windows Adobe Photoshop Fluent in English

CSS

Microsoft Office Suite Adobe Dream Weaver Fluent in Arabic

Snagit

- Microsoft Word Adobe Acrobat Fluent in German

Q/A

- Microsoft Excel Adobe Illustrator

Adobe Robo Help Madcap Flare

- Microsoft PowerPoint

Captivate

- Microsoft Access SEO

- Microsoft Publisher Computer Hardware

- Microsoft FrontPage Computer Software

- Microsoft Visio Network Infrastructure

Microsoft SharePoint Database

Adobe Framemaker Security

PROFESSIONAL EXPERIENCE

RESEARCH TECHNICIAN/TECHNICAL WRITER November 2004 - Present

DEPARTMENT OF WATERSHED MANAGEMENT Atlanta, Georgia

• Research, adjudicate, and resolve issues with past due accounts including imposing liens,

evaluating statutes of limitations, and handling of appeals

• Spearhead extensive customer contact efforts including providing information and explanations

on adjustments, the appeals process, the Fair Collections Act, city ordinances, and state laws.

• Gather, analyze, and write trending analysis reports for internal and external customers.

• Author and presenter of Introduction to Collections for City of Atlanta Department of Watershed

Management formal presentation; encompassed the City of Atlanta Department of Watershed

Management Standard Operating Procedures, Fair Collections Act, City Ordinance, and

collections, conduct, and customer communications training.

• Lead contributor to knowledge base for technology and processes and procedures.

• Perform root-cause analysis to identify opportunities and drive improvement in current

procedures

• Use Microsoft Publisher, Framemaker, Flare, Photoshop, and Illustrator Compile and

compose equipment and procedure manuals, user guides, notification memos on changes to

processes and procedures, and various templates and presentations including:

Quarterly inter-departmental bulletins Customer Correspondences

Installation Guides Work Instructions

Technical Publications Examinations

• Review and evaluate documentation on processes/procedures and templates according to agreed

upon standards.

• Subject Matter Expert on design and editing programs for training, and information, City Code,

Department Processes and Procedures

• QA audits, and testing

• Creation of dispute escalation reporting for management assessment through analysis and

coordination reports created with Framemaker, Mad CapFlare and FrontPage, Excel, and Acrobat

to clients and management

• Create troubleshooting guides for other employees for processes and procedures and share with

other coworkers through SharePoint.

• Documentation best practices.

WRITER December 2012-June 2013

!PING ZINE E-ZINE Denham Springs LA

• Featured writer for !Ping Zine Ezine.

• Published articles following the trends and changes in technology

• Researched article topics using periodicals, technical magazines, and press releases.

EDUCATION

MASTER OF BUSINESS ADMINISTRATION – HUMAN RESOURCES 2012

KELLER GRADUATE SCHOOL OF MANAGEMENT Atlanta, Georgia

• GPA: 3.81

• Dean’s List

POST BACCELLORIATE STUDIES – TECHNICAL COMMUNICATIONS 2004

GEORGIA STATE UNIVERSITY Atlanta, Georgia

• Dean’s List

BACHELOR OF ARTS – POLITICAL SCIENCE 2000

KENNESAW STATE UNIVERSITY Kennesaw, Georgia

• Hope Scholar

VOLUNTEER WORK

Volunteer Atlanta Ministry with International Students, Atlanta, Georgia, 2005-Present.

• Create and organize lesson plans using Framemaker, Publisher, Acrobat, Word, and Flare.

• Develop curriculum for students in class

• Write technical materials such as instructions for assignments

Volunteer English Teacher, Sheikh Jarah Volunteer Group, Palestinian Refugee Camps in the West Bank

and Gaza Strip, 1991-1995.

• Create and organize lesson plans.

• Develop curriculum for students in class

• Write technical materials such as instructions for assignments

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