Customer Service Technician

Lina N. Patel

***********@*****.*** 610-***-****

Team lead, information development and project management

assistance with 8 years of Fortune 500 and 3 years of project

planning and implementation experience seeks a position

utilizing outstanding writing, organizational, and leadership

skills.

. Communicate effectively with team members to assess

customers' needs and goals and formulate a solution to

accomplish them.

. Lead multiple projects and train other team members to

accomplish project goals on time.

. Authored online information center documents and user's

guide using IDWB and tested the deliverables for usability.

. Designed graphical user interface help using AUIML, HTML,

and XML.

. Proficient with Lotus Notes and VM.

. Designed online help using Epic Editor and checked it for

web accessibility using WebKing and Home Page Reader.

. Conducted and designed usability tests for the annotation

feature and its help content to be implemented in the IBM

Information Centers.

. Designed and developed websites using Dreamweaver,

Fireworks, Adobe Photoshop, Adobe Illustrator, and Adobe

InDesign.

Experience Wal-Mart 1 year

(Current)

Assistant Store Manager

. Drive sales by budgeting and forecasting sales, assessing

economic trends and community needs, and by ensuring

accurate and competitive pricing.

. Drive the financial performance by ensuring that sales and

profit goals are achieved and implemented.

. Model, enforce, and provide direction and guidance to

hourly associates on proper customer service per company

guidelines.

. Provide supervision and development opportunities to

associates by hiring, training, mentoring, assigning

duties, evaluating performance, and ensuring diversity

awareness.

IBM, Rochester, MN 3

years

Information Architect

. Improve the organization, classification, navigation, and

flow of online information deliverables to increase

usability.

. Promote and implement appropriate strategies that address

customer pain points by creating deliverables that

demonstrate innovation and leadership in presentation,

quality, distribution, and media.

. Communicate effectively with team members to assess

customers' needs and goals and formulate a solution to

accomplish them.

Technical Writer

. Write, edit, and maintain the online IBM i5/OS information

center to document a solution developed by IBM.

. Design and write graphical user interface (GUI) help for

System i Navigator using Abstract User Interface Markup

Language (AUIML), HTML and XML.

. Author IBM System Storage DS8000 and DS6000 DS command-line

interface (CLI) online information center documentation

using Darwin Information Typing Architecture (DITA).

. Manage and author DS CLI User's Guide for Database

Protection (Oracle Hard).

. Provide feedback to the solution developers to identify and

produce information deliverables that would enhance user

experience.

. Work directly with customers to get feedback on the

information deliverables.

IBM, Rochester, MN

2 months (Internship)

Speed Team Information Developer

(Projects: Topic Annotation and Machine Translation)

. Design and develop online help using Epic Editor for the

topic annotation and machine translation features

implemented on the IBM Information Centers.

. Write the low-level design documents and the test plans for

the topic annotation and machine translation projects.

. Conduct and design usability tests for the annotation

feature and its help content.

. Maintain intermediary communication with project mentors to

expedite the projects and participate in the design process

of the projects.

IBM, Rochester, MN

5 years

Technician Specialist (promoted from Technician)

. Lead multiple projects and train other team members to

perform technical processes.

. Communicate with stakeholders to provide accurate reporting

and information regarding ongoing projects.

. Document technical procedures and manage process and

product quality issues documentation and their close-loop

resolution.

. Determine solutions for hardware and software issues, and

communicate effectively with other project members to fully

utilize the resources available.

. Develop and set up tests and procedures for specific

customer projects.

Technician

. Execute hardware and software customization of IBM, Dell

and Compaq servers, routers, and printers according to

customer specifications.

. Resolve platform and hardware issues through effective

communication with the customer engineers.

Education Bachelor of Science Degree in Scientific & Technical

Communication 3.96 GPA

University of Minnesota Rochester, MN

Additional Education

. Associate of Science Degree in Mechanical Technology

(High honors). Maintained full-time employment

. Computer Aided Drafting Technician Certificate (honors)

. Manufacturing Technician Specialist Certificate (honors)

Rochester Community & Technical College Rochester, MN

Phi Theta Kappa International Honor Society

Member of STC Twin Cities Chapter

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