Customer Service Project
Resume:
Stephanie Zuiderweg **** Summerdale Road A
San Diego, CA 92126
******************@*****.***
Accomplished technical writer and editor with over six years of experience
in those fields, as well as a broad base of contributing skills.
Work Experience
1/2003 - 6/2009 Communications System L-3 Communications, San
Analyst Diego, CA
Change Management (CM), 2/08 - 6/09:
Ran three Lockheed Martin Program Change Request (PCR) weekly meetings (PCR
Screening Meeting, Engineering Review Board (ERB), and Change Control Board
(CCB)), which included preparation, note taking, and notating and moving
PCRs afterwards. Tracked and logged status of Engineering Change Proposals
(ECPs) and ECP Justifications, and updated the related PCRs to the correct
state and with notes regarding the current ECP status; attended USG boards
that review ECPs. Helped PCR leads move their PCRs through the Dimensions
database states, either through training them on using the tool, adding
needed permissions, or verifying that the needed work has been done.
. Codified, as well as revised, several CM processes, procedures, and
guidance documents to increase user accessibility.
. Coordinated project to facilitate program close out by providing USG with
forecast of expected ECPs, status of those and existing ECPs, and
reviewing the list of ECPs with the customer to determine which can be
expedited, and then processing approved expedited ECPs through the change
process within a tight deadline.
Metrics, 8/05 - 6/09:
Created program metrics and status (including test status, requirement
status, schedule metrics, trends, projections, etc.), primarily by creating
Excel arrays to analyze database output and producing charts. Mined data
that could to be used to produce various program measures; helped drive
efforts to clean up or update data in order to get the necessary
information for the measures. Coordinated data from project leads and CAMs
to maintain project ETC for project management and forecasting (EVMS)
purposes. Assisted with updating and tracking data from a requirement
database, and provided usability feedback for database changes.
Project Control, 11/03 - 6/09:
Interfaced between project management and the accounting department by
providing needed paperwork (project setup, invoicing, time sheets, travel
reports, etc.), managing and double checking expenses incurred as recorded
within Costpoint, troubleshooting and updating project setup based on
revisions from the customer, and monitoring project funding versus spending
and period of performance to flag potential issues that need to be
addressed.
Cost Account Manager (CAM), 9/07 - 6/09:
Produced WADs, CAP sheets, Variances and other necessary documents, as
required per Lockheed Martin's EV and proposal procedures. Produced and
presented weekly status reports to the program manager and other CAMs.
Updated Cost Account ETCs on a monthly basis; provided variance analysis if
necessary, per Lockheed Martin's EVMS procedures.
. Received Lockheed Martin CAM certification in May 2009.
Technical Editor, 1/03 - 12/05:
Reviewed documents for accuracy and grammar, standardized formatting, and
double-checked for errors. Verified that documents conformed to the latest
DoD-regulated format. Edited, reviewed, and standardized the entire NESP
Information System Handbook for the LBTF in Point Loma. Past projects also
include editing and error-checking various test plans and reports for NESP,
GBS, INMARSAT, JTT, and Po Sheng, as well as LBTF SOPs, SCI Networks and
MUOS TEMPs, and draft Po Sheng TESP annexes.
. Produced resumes or past performance for three separate winning contract
proposals.
5/2000 - 12/2002 Technical Writer TT Systems LLC, San Diego,
CA
Wrote and laid-out telephone user manuals, primarily in Quark Xpress and MS
Word - converted to PDF using Adobe Acrobat. When drafting manuals based
on preliminary product, provided feedback to engineers on product
performance and potential usability improvements. Proof-read marketing
materials. Maintained a growing web-site's product FAQ, Troubleshooting
sections, and downloadable files. Answered customer service emails;
provided product support over the internet. Coordinated information from
Asia factories to maintain a production schedule, document summaries of
product progress, and/or assist with product management.
2/1998 - 5/2000 Sales Assistant Audio Video Supply, Inc., San
Diego, CA
Responded to Request for Quotation (RFQ) and Proposal (RFP) as needed for
many government clients.
7/1997 - 1/1998 Technical Writer Subcontractor, San Diego,
CA
Wrote copy for various IT-related programmer and user manuals, typically
based on engineering transcripts. Laid-out and formatted manuals (MS
Word).
1/1996 - 6/1997 Help Desk (Sr. Coder) UCSD Academic Computing
Services, San Diego, CA
Instructed students in the use of computers. Ran a basic "how to get
started on the Internet" session. Wrote on-line help manuals. Performed
first rank computer troubleshooting.
Special Qualifications
. Secret Security Clearance
. Fast learning curve - able to pick up new skills and information quickly
. Able to explain technical information in a manner that is easy to
understand
Education
6/1997
Bachelor of Arts in Literature/Writing, Classical Studies minor, from
University of California at San Diego
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