Project Manager Customer Service
Resume:
Charles Easter
Technical Writer / Project Manager 188 Grove Street, #1
Somerville, NJ 08876
**************@*****.***
Professional Summary
Dynamic, goal-driven Technical Writer / Project Manager with 18 years
experience including:
System Manuals User Guides
Training Guides Telecommunications
Business Proposals Information Systems
Installation Manuals Accounting Systems
User Requirements Telemarketing
System Administration Manuals Search Engine Optimization
Experience
1981 - 1983 Technical Writer at Bell Laboratories, Whippany, NJ and
Naperville, IL
Created a System Manual for the 5ESS Switching System during its early
development. Worked from programmer's notes and interviewed Subject Matter
Experts. The manual was used internally and also for outside customers. The
system became one of AT&T's best selling telecommunications products.
1983 - 1986 Technical Writer (Contractor) at AT&T Communications,
Bedminster, NJ
Wrote System, System Administration, and Installation Manuals and designed
extensive Training on how and why to use a sophisticated new
telecommunications network testing system (ASPEN). Testing with this system
ultimately showed the superiority of AT&T's network quality, which was used
in advertising that won back customers. Also, edited the Executive Summary
for the Federal Telecommunications System 2000 proposal, which AT&T was
awarded.
1986 - 1991 Proposal Writer (Independent Contractor)
Under tight deadlines, edited the writing of Executives and Subject Matter
Experts and incorporated discriminators and win themes. Many of the
proposals were awarded with investment financing (for telecommunications
spinoffs) or a contract (for corporate customers). Primarily I did this for
AT&T International, a company not previously used to tough competition.
1991 - 1994 Technical Writer (Contractor) at J. M. Huber Corporation,
Edison, NJ
Created Training and User Guides that brought employees up to speed as the
company switched from a custom mainframe Accounting System to a vendor mini-
computer application. Interviewed users and the vendor to understand job
tasks and how to perform them on the new system.
1994 - 1999 Project Manager (Contractor) at AT&T, Morristown, NJ
For telemarketing programs, prevented missed deadlines caused by poor
information flow between different departments and with vendors. Developed
work flows and timelines to hold people accountable. Set priorities to
resolve conflicts. Very few deadlines were missed after this was
implemented. Also, listened to calls, tracked results, initiated
improvements, and wrote User Requirements Documents.
2000 - Present, Owner / Operator of Massage At Your Home, Somerville, NJ
Established a therapeutic massage business specializing in house calls.
Created marketing and advertising, developed processes for customer service
and retention, determined prices and balanced expenses.
2004 Instructor at Cittone Institute, Paramus, NJ
Taught full range of skills to mostly young students just entering the work
force. Instructed in massage practice and theory so they would know what to
do, body mechanics so they wouldn't hurt themselves doing it, and business
practices so they could make a living.
2009 - Present, Web Writer and Designer (Self-Employed)
Wrote and designed a publisher web site, www.beautiful-new-age-music.com.
Created traffic (over 5000 page loads a month) using keywords and search
engine optimization (SEO). Made profit using Google ads and affiliate
programs.
Education
In 1981, I received a Bachelor of Fine Arts degree in Creative Writing from
Bowling Green State University in Ohio. My minor was Technical Writing.
Work Eligibility
US Citizen. Eligible to work for any employer.
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