Customer Service Technical Support
Resume:
Douglas Obayashi
Santa Clara, CA 95051
********@*******.***
Objective
To be associated with a progressive company as a Technical Writer.
Professional Summary
Over 20 years experience in the network, software, and hardware industries,
including:
Creating user guides, training manuals, help files, readme files, web
pages, data sheets, price books, addendum, and presentations.
. Applications: FrameMaker, HTML, XMetal, MS Word, MS Excel, MS
PowerPoint, MS FrontPage,Visio, Adobe Photoshop, Flash, InDesign,
Illustrator, Dreamweaver, Paintshop Pro, Netware, MS Word, MS Excel, MS
PowerPoint, MS FrontPage, Robohelp, MS Help, Canvas, Quicken, Quickbooks,
Quickpay, Paperport, HyCD, and EZCD Pro.
. Developed training manuals for software and hardware support. Target
audience was the computer novice.
. Wrote PC, TV, and other PC peripheral user guides aimed at the computer
novice.
. Created network user guides aimed at MIS employees.
. Platforms: Windows XP, Windows NT, Windows 2000, DOS, UNIX, and
Macintosh.
. Peripherals: Scanners, printers, thumb drives, and CD/DVD recorders.
Experience
Created and maintained website for Accounting firm. (2008 to present)
Attended Deanza and Foothill colleges. Completed courses in Flash,
InDesign, Photoshop, Illustrator, and Dreamweaver. (2008 to present)
IDT, San Jose, CA (2006 to 2008)
Sr. Technical Writer
. Updated semi-conductor datasheets.
. Interviewed engineers, developers and product managers.
. Administered documentation website for internal and external customers.
Independent Contractor with Dionex and Phoenix Technologies (2005 to 2006)
Sr. Technical Writer
. Developed new template.
. Interviewed engineers, developers, product managers, marketing, and
support.
. Created online help with Robohelp.
. Wrote and edited BIOS user guides aimed at developers and OEM partners.
HEWLETT PACKARD, Cupertino, CA (contract 2003 to 2005)
Sr. Technical Writer
. Wrote and edited PC user guides aimed at novice users.
. Wrote and edited TV user guides aimed at novice users.
. Wrote web content that helped customers and technical support resolve PC
issues.
. Wrote inbox addendum that addressed last minute issues.
PHILIPS, Milpitas, CA (contract 2003)
Sr. Technical Writer
. Wrote price book aimed at sales representatives and field consultants.
SCIMAGE, INC., Los Altos, CA (contract 2003)
Sr. Technical Writer
. Wrote medical software user guide aimed at doctors.
XACCT TECHNOLOGIES, Santa Clara, CA (1999 to 2002)
Sr. Technical Writer
. Wrote 11 software user guides aimed at MIS users.
. Created data sheet slicks for marketing and sales teams.
. Developed technical training and sales presentations.
KENWOOD TECHNOLOGIES, Cupertino, CA (1998-1999)
Technical Support Engineer
. Created installation guide for PC Speaker system.
. Edited technical support portion of company web site.
. Developed FAQs and instructions for company web site.
PHILIPS, San Jose, CA (1997)
Technical Support Lead
Edited User Manuals for CD Recorders.
Created departmental policies and procedures.
Managed team of 17 in areas of Technical Support, Customer Service and
warehouse.
VISIONEER. Fremont, CA (1995 - 1996)
Level II Technical Support Representative
Developed new hire Technical Support training program for out source
locations.
Created training manual for Technical Support Representatives.
Developed tools, including checklists to decrease call lengths.
ORACLE, Redwood Shores, CA (1995)
Technical Support Manager
Managed 11 Technical Support Representatives.
Implemented Tier Support system to decrease customer hold times.
Developed Standard Operating Procedures and instructions for Support
Representatives.
INTUIT, Inc., Menlo Park, CA. (1989 - 1995)
Supervisor
. Supervised and supported 16 Technical Support Representatives (TSR) to
efficiently manage customer calls.
. Conducted team meetings on a weekly basis to facilitate team
communications.
Product Skills Trainer
. Designed and implemented 3 week Technical Support new hire training
course for Quicken software package.
. Developed training manuals for new hires.
. Developed training courses on various topics including: DOS, Windows,
memory management, printers, investments, accounting, customer service,
amortization, and troubleshooting.
. Performed needs analysis and developed training classes to address
department weaknesses.
Product Specialist
. Edited User manuals.
. Generated and maintained database for bugs to report bug fix requests and
incompatibilities to Product Development.
Quality Assurance Technician
. Reviewed user specs and developed test cases for alpha products.
. Performed testing on alpha and beta products.
CCH COMPUTAX, Burlingame, CA. (1985 - 1988)
Software Support
. Provided customer support to over 600 clients on in-house accounting
software.
. Handled over 50 calls per day with questions ranging from
telecommunication problems to program system errors.
Human Resource Supervisor
. Interviewed over 1500 applicants in a period of 7 months.
. Maintained day-to-day contact with hiring supervisors.
Education
B.S., Business Administration, - General Management. San Francisco State
University.
B.S., Business Administration, - Human Resource Management and Industrial
Relations. San Francisco State University.
Technical Communications Certificate, De Anza College.
. Created "Computer Analogies for Beginners" manual.
. Wrote a critique and abstract.
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