Customer Service Training

Tim Gregorek

**** *. ***** *****, #**

Chicago, IL 60618

***/***-****

***********@***.***

Statement of Purpose: I am a technical writer seeking a position utilizing

my writing, graphics and project management skills. I offer the following

skills and qualifications:

10 years of technical writing, documentation and communication experience.

Recently certified in Information Mapping/

Experience documenting complex software systems, from planning to

completion, for a wide variety of audiences, including developers,

administrators, installers, and end users, in fields such as

telecommunications, financial services, and insurance.

The ability to gather information from developers, system architects,

quality assurance, customer service, sales, and end users.

The ability to document a wide range of procedures including installation,

configuration, administration and usage of complex systems. I have also

provided graphic documentation through Visio drawings (flow charts,

architecture drawings) and screen captures.

Experience working in a wide range of corporate cultures, from large

corporations, such as Microsoft, Motorola, and Blue Cross, to smaller start-

up companies.

Highly skilled usage of the most popular desktop publishing tools,

including MS Office, FrameMaker, Visio, RoboHelp and WebWorks, and

documentation management tools such as SharePoint.

Excellent writing, graphics and interviewing skills and a high level of

technical aptitude.

Experience:

Technical/Training Writer, Metra, Chicago, IL (Contract through Information

Mapping)

November 2009 - June 2010

Metra provides rail service to the greater Chicagoland area. I am currently

working in training department through a contract with Information Mapping,

a leader in documentation theory and training.

Create training guides for Signalmen training courses, which cover

mechanical, electrical and software subject matter, using Information

Mapping standards.

Create tests to accompany training course.

Create accompanying PowerPoint presentation for use with training materials

in class.

Technical Writer/Corporate Communications, Blue Cross Blue Shield

Association, Chicago, IL (Contracts though TekSystems)

April 2008 - July 2008, March 2009 - May 2009

Blue Cross Blue Shield Association provides technical and business support

for 40 independent Blue Cross plans across the country.

Created and updated documents for new releases using Word, PowerPoint and

RoboHelp.

Generated detailed notes and action items from meetings.

Created speech notes for use by executives.

Transcribed training sessions for posting on the BCBS internal web.

Technical Writer, Microsoft (formerly Parlano), Chicago, IL

August 2006 - April 2008

Parlano produced MindAlign, a group chat desktop application acquired by

Microsoft in August, 2007. The original application was developed by United

Bank of Scotland, (UBS) and was eventually spun off into its own company

with a client list consisting of many of the major companies in the

financial services industry, including UBS, ABN AMRO, Chicago Mercantile

Exchange, Deutsche Bank AG, Lehman Brothers Holdings, Royal Bank of

Scotland, and Wachovia.

. Group Chat software is extensively used by traders to exchange

information that is vital to their duties.

Planned and executed complete documentation set (including User Guide,

Administration Guide, Configuration Guide, Installation Guide, Compliance

guides and various Release Notes and Hot Fixes) for Parlano MindAlign 7 in

an Agile development environment.

Created and maintained complete set of architectural drawings using Visio.

Created sample work flows specific to financial services sector.

Created online help files using RoboHelp and WebWorks.

Wrote Release Notes for HotFixes and Service Packs.

Created template, style guide, process plan, and other support material for

Parlano documentation using FrameMaker.

Member of transition team after Parlano was acquired by Microsoft, August

of 2007, converting existing MindAlign documentation to new Microsoft

documentation, including converting existing FrameMaker documentation into

Word.

Technical Writer, Savista, Oakbrook Terrace, IL (Contract through Sapphire

Technologies)

July 2005 - December 2005

Savista provides the Point of Sale software for McDonald's franchises

worldwide.

Created documentation for supplier of Point Of Sale software for McDonald's

worldwide using Word.

Technical Writer, Intrado, Lisle, IL

October 2001 - June 2005

Intrado provides software used by most cellular telephone carriers

nationwide that allows the location of callers contacting 9-1-1 on their

cell phones. Because of the time-sensitive and potentially life-saving

nature of this information, it is required to meet government mandated

standards and protocols regarding timelines and accuracy of information.

Created Administration, Provisioning, Troubleshooting, Installation and

System Overview guides for the Intrado MPC, a UNIX-based software system

used in wireless 9-1-1 systems, in a Scrum methodology environment.

Responsible for research, writing, graphics, and layout for each guide.

Created templates for guides using FrameMaker.

Created schedules for each project.

Managed documentation plan for project; created outlines, schedules and

templates for all documents.

Supervised contract technical writer.

Edited business proposals and test plans for presentation to major telecom

companies.

Technical Writer, Click Commerce, Chicago, IL (Contract through Advance

Search)

July 2000 - June 2001

Click Commerce creates intranet portals and a suite of 50 Business to

Business applications to service all functions of a business model.

Created Administrator and User Guides and Developer Implementation Guides

for multiple applications developed as part of 80-application e-commerce

suite using FrameMaker.

Communicated with developers to verify user interface, management

interface, sample code, returns and other elements required for

documentation.

Created custom guides for unusually complex applications.

Worked with trainer to develop training program for Product Catalog, a

centerpiece application in the suite.

Worked with Accenture consultant to implement document portal.

Technical Writer, Motorola, Naperville, IL (Contract through AeroTek)

March 2000-July, 2000

Worked with business unit of Motorola responsible for developing MIX, a

voice activated, over-the-phone Internet access system.

Wrote technical guides concerning installation and use of voice-activated

internet system.

Created documents using FrameMaker and information mapping theory.

Created training material for on-site classes.

Communicated with training personnel to improve training materials.

Technical Writer, Shure Brothers Electronics

August 1997 - March, 2000, Evanston, IL

Shure Brothers Electronics provides a wide range of electronics to the

music industry, including microphones, mixing boards, wireless transmitters

and other devices.

Created online user guides and help files for software used to control

digital sound processors using Interleaf and RoboHelp.

Created printed user guides and service manuals for software and electronic

products.

Aided marketing staff in developing sales and promotional materials.

Created illustrations for user guides, using Illustrator-type program.

Supervised translation of documents.

Prepared documents for printing, communicated with printer, and placed

order.

Other Experience:

Library Assistant, Learning Resource Center, Galter Health Sciences

Library, Northwestern University

Feb. 1996 - Aug. 1997, Chicago, IL

New Media Sales, Borders Books

Nov. 1994 - Feb. 1996, Chicago, IL

Interactive Scriptwriter, Learn Television

Oct. 1994 - July 1995, Chicago, IL

Acquisition Editor, Publications International

Oct. 1991 - July 1993, Lincolnwood, IL

Managing Editor, Electronic House Magazine

Jan. 1990 - July, 1991, Mishawaka, IN

Computer Skills:

Excellent knowledge of: Windows, Macintosh and UNIX operating systems;

desktop publishing programs including FrameMaker and MS Word; graphics

programs including Visio, Illustrator, and Photoshop; also experience with

Lotus Notes, WebWorks, RoboHelp, Office, Visio, and SharePoint and other

applications.

Affiliations:

Member of Society for Technical Communications (STC).

Education:

DePaul University, 48 hours towards Masters Degree in Writing.

Indiana University, Bachelor of Arts, Journalism, 1986.

Contact this candidate