Project Manager Technical

REGINALD F. DAVIS

**** ****** *****, ************, ** 78660

512-***-****, ***.*.*****@*****.***

Seasoned technical professional with over seven years of successful documentation and product management experience in the

planning and delivery of small to large scale initiatives in a global, corporate environment. My background includes creation of

content both online and for hard copy which spanned multiple audiences globally. I have successfully managed the

development, quality testing initiatives, implementation process, web analytics, resources, and risk assessment with consistent

results.

CORE COMPETENCIES

Technical Skills– XML, HTML, CSS,Confluence Wiki-Markup Language, Adobe Framemaker, SharePoint 3.0,

SQL,WebWorks, Microsoft Operating Systems, Mac OS X, Microsoft Office, MS Visio, Flash,Homesite,

Dreamweaver, Adobe Captivate, Snag-it 9.0,and Adobe Photoshop

Project Leadership – Maintaining Timelines, Resource Definition, Risk Management, Project Scope, Process

Improvement, Global Planning, Increase Customer Satisfaction, Cross-Cultural Interaction (China, Taiwan, Bangalore),

Strategic Planning, Scheduling

PROFESSIONAL EXPERIENCE

CISCO

Knowledge Analyst (contract)(May 2010 – Aug. 2010)

• Identified, planned, and capturedintellectual capital for customer delivery

• Interviewed Subject Matter Experts to obtain all functional and technical requirements; and to ensure

documentation accuracy

• Monitoredcontent creation activities

• Created technical documentation for a large Cisco client in Australia (Telstra); enabling them to utilize Cisco

technologies

FARM CREDIT BANK OF TEXAS

QA Analyst (contract) (Mar. 2010 – May 2010)

• Performed UAT testing on loan accounting software to ensure functionality aligned with business and

functional requirements

• Performed regression testing on financial reports to ensure data remains consistent through batch

processing

• Developed test cases for QA Analysts to ensure accurate UAT testing after initial QC test

• Created SQL statements to retrieve and compare financial reporting data

Documentation Product Lead(contract) (Oct. 2008–Mar 2010)

• Documentedbusiness requirements, functional requirements, and technical requirements for new

software tools where applicable

• Assisted the Documentation Project Manager with scope, resourceplanning, and risk assessment

regarding documentation initiative

• Managedonline and hard copy documentation forsoftware conversion project (Lending

SystemsProject)

• Developedonline procedural and training documentation for 19 nationwide associations

• Interviewed Subject Matter Experts (Engineers, Tech Leads, Project Managers, etc.) to getbetter

understand functional/technical requirements to produce accurate documentation

• Developed process flow diagrams for business analysts and project management teams using MS

Visio

• Created and managed SharePoint Team, Wiki, and Blog sitesto streamline internal communication

process

DELL, INC.

Dell Support Center Content Development Lead(Nov. 2007– Oct. 2008)

• Led the transition initiative of all development activities for Dell Support Center to Shanghai, China

• Coordinated and managedconcurrentdocumentation project schedules

• Managed development and delivery activities for a group of six techniciansto include Visual Basic

programmers and software test Engineers

• Engaged with third party vendors regularly to ensure product fulfillment of Dell Support Center

development needs

• Performed UAT testing on Dell Support Alerts ensuring they were user friendly and met business and

functional requirements

• Assessed global content needs ensuring prompt delivery of content that is relevant to each region

• Analyzed defects in production and assigned issues to test Engineers for resolution

• Created test plans and test cases in Testdrive for test Engineers ensuring alerts were fully tested before

published

Project Lead/Technical Writer/Editor(May2004– Nov. 2007)

• Managed up to four concurrent technical documentation projects ensuring deliverables were

completed according to program schedule and ready by product shipping date

• Created and managed global documentation schedules for projects based in the United States, and

Bangalore, India

• Originated and edited technical documentation for Dell desktop and portable computers including

Service Manuals, User Guides, and Hardware Owner’s Manuals

• Worked with the Line of Business (LOB) leads to view Dimension and Inspiron product roadmaps and

hostedproduct launch meetings for new system models

• Interviewed Subject Matter Experts (Engineers, Tech Leads, Project Managers, etc.) to get a better

understanding of their functional/technical requirements in order to produce accurate documentation

• Actively participated in several Usability studies ensuring Dell was addressing needs/wants of

customers

• Worked with Marketing and localization coordinators on translating technical documentation

• Led and organized meetings with international cross-functional teams (Marketing, Engineering,

Program Management, and Legal) to ensure accurate and up-to-date documentation

Team Lead/Web Content Developer (June 2002–May2004)

• Created and organized all content for web-based technical support alerts via the Dell Support tool

• Participated in several usability studies to ensure the effectiveness of Dell’s Service Manuals, Owner’s

Manuals, and Training Manuals

• Acted as a key participant on BPI project that improved alerting process cycle time by 30%, resulting

in approximately $100,000 in annual savings

• Collaborated with cross-functional teams (PG Quality, Usability, and Technical Support) to identify

opportunities to improve ineffective web-based documentation

• Coordinated research efforts with the Customer Assistance and Resolution Team (CART) to identify

Windows Management Information (WMI) and registry values for targeting

Support Technician/ Online Services Technician (Oct. 2000 -June2002)

• Resolved hardware and software related issues for approximately 2,000 customers per year

• Ran extensive diagnostic tests to identify both routine and complex technical issues

• Collaborated with the PG Quality Project Managers reviewing customer call logs in an initiative to

identify top call drivers and reduce the number of customer calls

AWARDS AND RECOGNITION

• Society for Technical Communication (STC)award from the Austin Community for Technical

Achievements in 2008 for my work on the XPS M1330 Service Manual.

• STC award from the Austin Community for Technical Achievements in 2007 for the XPS M2010

Placemat.

• “Best in Show” award for Inspiron-related documentation at the Austin Community for Technical

Achievements in 2005.

EDUCATION

University of Texas at Tyler,

Bachelor of Science in Industrial Technology; minor in Computer Science, 1998

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