Manager Customer Service

Julie Hemker Ph.D.

**** ******** ***, ****** *****, CA. 94595

Home phone: 925-***-****

Cell phone: 510-***-****

e-mail address – *****.******@***.***

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I. QUALIFICATIONS

1

* ** ***** ***erience in technical editing and information design

3 Managerial experience in technical publications and marketing communications

4

II. WORK HISTORY

2011 Hewlett-Packard/Palm – Senior Developmental Editor, User Assistance Group

• Perform developmental edit of the Manta Ray User Guide; ensure that documentation

effectively describes current functionality of webOS 2.0

• Copyedit in-box materials for HP/Palm products including the Gesture Guide and the

Navigation Guide for smartphones and tablets

• Enforce UA Style Guide requirements across documents

• Revise and edit outdated material and terminology in the UA Style Guide to match

current usage

• Work effectively across cross-functional teams composed of product managers,

technical writers, and senior management in the User Assistance Group

2009-2010 PG&E Academy/The Mosaic Company – Writer & E-learning Course Developer

• Research, develop, and publish two e-learning courses for PG&E, “T & R Supervisors’

Compliance Course in Gas Quality” and “T & R Supervisors’ Compliance Course in

Measurement”

• Write learning assessments using Quizmaker

• Use Articulate Presenter and PG&E templates to publish the courses

2004-2011 Haas School of Business at UC Berkeley – Lecturer, Business Communication

• Teach Business Communication UGBA 100 (required course for all incoming UC

Berkeley Business majors)

• Instruct undergraduate business majors in the fundamentals of Business

Communication, including the effective use of oral, written, and electronic media

• Develop curriculum for designing powerful Web and PowerPoint content

2006-2007 ConsumerSearch.com – Technical Editor and Fact Checker

• Research recent expert opinion on consumer products from the Web

• Organize content into end-user friendly information

• Perform effective editing, rewriting, proofing of Web product review content

• Check product’s technical specifications for accuracy and detail

2004-2005 Hewlett Packard/Crawford & Associates – Technical Editor

• Upgrade HP’s Marketing Resource Management (MRM) documentation in accordance

with new release criteria

• Review and edit technical courseware, Queries and Reports E-learning Storyboard v.

1; Change Management Technical Training Document

• Maintain integrity of informational design standards in Crawford’s technical training

documentation

1998-2001 Documentum

Manager Technical Publications – Staff Writer

5 Manage the research, writing, and production of all technical publications for CPS

6 Produce on-line help and manuals for the entire CPS system

7 Organize training sessions introducing Documentum staff to Relevance technologies

8 Acting Manager of Documentum Server/Tools Technical Publications group

9 Schedule all documentation deliverables for CPS, XML initiative, and server/tools patch notes

10

1998.2001 Documentum

Manager, Marketing Communications

• Set strategic direction for corporate communications

• Plan and execute product marketing campaigns

• Manage the production and delivery of corporate Web site messaging

1997-1998 Commerce One, Inc.

Senior Technical Writer

11 Research and write Commerce One’s white papers on e-commerce

solutions, published on the corporate Web site

12 Gather required technical information from Engineers and Product

Managers and translate technical concepts into easy-to-understand documentation

1995-1997 Sybase, Inc.

Technical Editor for the Learning Products Group

• Edit all courseware developed for Sybase Education, including Web-based,

CBTs and lecture lab courses

• Ensure quality, accuracy, and effective instructional design of all Learning

Products Group courseware

1994-1995 Charles Schwab & Co., Inc.

Supervisory Editor, Corporate Service Quality

• Supervise and edit correspondence to customers in compliance with Schwab

corporate policy

• Ensure adherence to corporate style standards in all customer correspondence

• Monitor service quality levels and resolve customer service issues

• Use discretion and analysis to assess appropriate action for complex complaint

resolution

III. EDUCATION Ph.D. Comparative Literature, University of California at Berkeley

IV. B.A. English and Latin Literature, University of California at Santa Cruz

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