Customer Service Software

CATHERINE E. MAGLIO

** ****** ****** ? Beverly, Massachusetts 01915

978-***-**** ? ********@*********.***

Multi-talented, top-performing professional with a results-driven blend of

teaching, leadership, and project management expertise. Innovative problem

solver skilled in writing, editing, testing, and approving content for

online and print delivery to a national client base. Self-starter capable

of directing both internal and freelance personnel. Effective trainer

proficient in customizing messages to reach wide-ranging audiences from

students and teachers to personnel and freelancers. Proven project leader

with a history of completing heavy workloads within strict time and

budgetary constraints.

Technical Software Product Development ( Web Development ( E-Learning

Training ( Technical Writing

Online Training, Development Teacher & Student Training ( Problem

Resolution

Technical Education ( Curriculum Development ( Freelance, Staff Management

( Software Testing

Vendor Management ( Project Management ( Workflow Scheduling ( Editing (

Customer Service

Deadline Management ( Online Consulting ( WebEx ( Needs Assessment

PROFESSIONAL EXPERIENCE

CONSULTANT ( May 2008 - present

Complete freelance editing including question writing, copyediting, math

content review for accuracy and grammar

North Shore Community College, Danvers, Massachusetts ( 1999-Present

Educational institution with 10K+ students.

Adjunct Faculty, Math and Sciences

Teach developmental math classes, Fundamentals of Math and Elementary

Algebra, to an eclectic group of learners, including English as a Second

Language, older, and students.

Publishing Solutions GRoup, Boston, Massachusetts ( February 2009-May 2009

Full service educational development service company that creates print and

digital products.

Mathematics Editor

( Developed the lesson structure for the Applied Math test prep

booklet that was used in other content areas.

( Wrote a prototype for focus testing of an Applied Math component

of a National Career Certification exam and wrotecurriculm for the

Applied Math test prep book. Wrote a math test prep booklet for

low level high school students.

( Cold solved math problems and a review of content for an Algebra

2 Math text written to Georgia standards.

Pearson Education, Boston, Massachusetts ( 1998-2008

Educational publishers of textbooks and software for elementary school

through college.

Quality Assurance Manager (2007-2008)

( Managed an innovative series of text-specific online, college-

level math courses offered as a supplement to company mathematics

and statistics. Orchestrated testing assignments for all staff,

including tracking projects given and completed.

( Supervised and scheduled workload for 3 internal personnel and

40 freelancers. Briefed managers on project status. Worked with

vendors to identify and resolve problems.

( Recruited, hired, and trained independent contractors on beta

report creation and bug reporting.

( Originated a spreadsheet to track freelancer invoices and

payments, enabling a speedy response to requests for monies spent

on specific projects.

( Fostered a spirit of teamwork among the testing staff through

open communication.

( Expanded the freelancing staff base to expedite the number of

projects completed concurrently.

Supervisory/Senior Editor, Mathematics (1998-2007)

( Managed content for a comprehensive line of math tech products

customized for 7 levels of text books, including test generators,

lesson planning software, PowerPoint presentations, and web

companion Internet sites.

( Collaborated with vendors supplying the software through which

the content was delivered.

( Directed projects from initial launch to final completion as the

head of teams staffed by editorial, marketing, design, and

production staff.

( Scrutinized cached questions used in the test generators to

ensure content uniformity.

( Created vendor statements of work. Scheduled project resources,

distributing specifications to facilitate budget creation.

( Tested software in its alpha, beta, and final release stages.

Approved product releases.

( Authored user guides for the test generator software.

( Refined demo products for the marketing team to offer as samples

at trade shows as well as to sales representatives, consultants,

and teachers.

( Trained teachers to properly use the software.

( Developed workarounds as resolution for problems uncovered by

teachers during software use.

Houghton Mifflin/McDougal Littell, Boston, Massachusetts ( 1992-1998

Educational publisher for middle and high schools with 200 employees in the

U.S. Company purchased by RiverDeep.

Associate Technology Editor

( Customized and tested the suite of Math software applications,

including checking content and editing user manuals.

( Attended trade shows and schools to display the software and

train teachers on its use.

( Compared software content for test generator question banks

against the print edition to verify conformity.

( Set project schedules and partnered with the vendor to complete

initiatives.

( Tested software in its alpha, beta, and final release stages.

( Formulated a trouble shooting guide for use by sales

representatives and consultants.

( Penned training materials for customer use.

education

Masters of Education in Technology in Education

Lesley University, Cambridge, Massachusetts

Bachelor of Arts in Mathematics and Secondary Education

Salem State College, Salem, Massachusetts

PROFESSIONAL DEVELOPMENT

Keys to Successful Editing, North Shore Community College

Introduction to XHTML and CSS, North Shore Community College

TECHNICAL SKILLS

( Hardware: Mac and PC

( Software Packages: Microsoft Office, Adobe Acrobat, WebEx,

Dreamweaver, Framemaker, InCopy, SharePoint, SnagIt

( Computer Languages: HTML, XHTML, XML, CSS

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