Customer Service Manager

MAYUR POLEPALLI

+1-402-***-**** *******@*****.***

Executive Summary

Human Interface Engineering/Documentation Manager with about 10 years of

experience in the industry. Demonstrated history of strong leadership and

successful team building capabilities combined with excellent technical,

communication, presentation, and customer service skills. Resourceful

problem solver with proven ability to bring quick resolution to complex

situations. Builds lasting relationships with customers and teams.

Usability Mentoring Planning Resource Management Team Building

Product Development Training Agile Practices Documentation Editing

Professional Background

Manager - Documentation and Print Design, Human Interface Engineering

Trend Micro, December 2006 to Present

. Consolidated writers from four different segments to improve

consistency, maximize content reuse, and balance resources

. Initiated a single-sourcing solution to reduce authoring, reviewing,

and localization costs by approximately 35%

. Outlined standards and reviewed processes for Agile documentation

. Adapted existing standards to align with SaaS requirements; moved

documents to the cloud to support SaaS implementations

. Source, hire, and mentor writers from different geographic locations

. Coordinate with global L10N teams to streamline the documentation

processes, realign writing standards, and review the current tools

Sr. Technical Writer

Sling Media, April 2006 to December 2006

. As the first technical writer for Sling Media, created the baseline

documentation set for Windows, Mac, and mobile devices

. Designed documentation templates for printed and online documentation

with usability in mind

. Established documentation processes that reduced the turnaround time

with product managers, QA engineers, and RD engineers

Technical Writer

Oracle, February 2004 to April 2006

. Transitioned a documentation team from USA to India

. Recruited and co-managed technical writers

. Authored guides a financial product

. Co-authored guides for a healthcare product using that was translated

into multiple languages

Sr. Technical Writer

Scandent Group, February 2003 to February 2004

. Established the documentation team

. Created style guides, processes, and templates (FrameMaker, MS Word,

MS PowerPoint)

. Authored installation, user, and administrator guides and online help

systems

. Assisted with marketing content

Technical Writer

Logica, June 2000 to February 2003

. Authored and maintained all documents for a suite of financial

products

. Helped create standards, guidelines, processes, and templates

. Assisted with marketing content

Strengths

. Planning and Team Management: Plan project life cycles within larger

milestones, asses, and provide contingency plans for adverse situations

while considering user requirements and behavior.

Remotely manage/lead resources and liaise with external agencies.

. Writing and Editing Standards: Author content for advanced and novice

users. Write for global, American, and British audiences.

. Working Models: Worked in different companies, each with a different

culture - British, Indian, American, and Japanese.

. Multilingual: French, Mandarin, Hindi, Kannada, Tamil, and Telugu.

Achievements/Recognition

. Employee of the Year (2008) and Quarter (Q2 2008), Trend Micro

. Vice President, St. Joseph's College (1996-1997)

. Published articles for various publications

. Principal's Award for Excellence and Excellence in Computer Science

(1995)

Affiliations

. Society for Technical Communicators

. Technical Writers of India

Certifications

. Master Writers Certification, STC

Published Articles/Presentations

. Presenter, 7th Annual STC India Conference

. Thou Art Clip Art, Indus

. Google Docs for Technical Writers, TechCraft

Training

. Mentor, STC India

. Trainer, FrameMaker

Education

. Bachelor of Science (Physics, Mathematics and Computer Science), St.

Joseph's College, Bangalore

. Three semesters, NIIT

Computer Proficiency

. Authoring Tools: RoboHelp, Word, FrameMaker, InDesign, and Epic

Editor

. Multimedia: Flash, Illustrator, Captivate, PowerPoint, Photoshop, and

Paint Shop Pro

. Web Technologies: DreamWeaver, HTML, XML, and VBScript

. Languages: Familiarity with C, C++, VB, VC++, and SQL

. Others: Visual Source Safe, Visio, Project, and Acrobat

References

Available on request

Contact this candidate