Customer Service Quality Assurance

JEFF C. LUNDQUIST

**** **** ****** ****, ********, Arizona 85224

Phone: 602-***-****

Email: ****.*********@***.***

SUMMARY OF QUALIFICATIONS

Fifteen-plus years experience as an innovative Documentation Specialist

producing multi-format deliverables

. Strong Microsoft Office, Access, VISIO, HTML, FrameMaker, and other Adobe

software for the creation of requirements documents, specifications

documents, technical diagrams, proposals, procedural manuals, user

guides, quick reference guides, process flows, and online help systems

. Motivated to manage projects independently, and to supervise others as

necessary

. Creative presentation, training, problem solving, and team building

skills

. Familiarity with eCommerce, and eBanking environments

. Precise specifications gathering for systems, networks, and related

devices (LANs, WANs, gateways, firewalls, IP Addressing, Internet Service

Providers, routers, switches, etc.)

. Experienced with Change Management, Production Turnover, Incident

Management, Version Control, and the overall Software Development

Lifecycle (SDLC) process

. Capable of multi-tasking while maintaining a high degree of precision

WORK HISTORY

Technical Sales and Support Specialist, GoDaddy Software, Inc. Gilbert,

Arizona 11/2009 to 3/15/2010

. Provided world-class customer service

. Resolved a wide variety of technical issues via web-based support

. Configured products for new customers

. Helped customers establish and enhance their online presence

Documentation Specialist, (contract/American Express), Siemens IT Solutions

and Services 7/2008 to 12/2008

. Functioned as a key team member for the American Express global data

center remediation effort

. Created and managed critical business documentation (site action plans,

VISIO process flows, standards, etc.)

. Manipulated international server and application databases to produce key

project and program deliverables

Senior Technical Writer, Maricopa County ICJIS, Phoenix, Arizona 7/2004

to 7/2008

. Supported engineers and developers on multi-agency XML data exchanges

. Configured and managed SharePoint process management, documentation, form

modules, and web parts

. Provided quality assurance and software testing (user acceptance,

regression, and production)

. Developed use cases, test plans, and network architecture diagrams

. Wrote business and systems requirements documentation

. Created intelligent electronic PDF form solutions and MS Access databases

. Designed E-learning courseware modules

Senior Technical Writer, Blackboard, Inc., Phoenix, Arizona 4/2002 to

6/2004

. Supported engineers and developers on transaction-based learning systems

. Assisted with functional design specification documents for system user

interfaces

. Tested new products such as magnetic card readers, and point of sale

devices

. Produced key documentation for the software development lifecycle

. Maintained a documentation repository for critical projects

. Trained other team members on Adobe and Microsoft Office software

products

Senior Technical Writer, Consulting services for AMEX, Motorola, The Dial

Corporation, MicroAge 12/1995 to 3/2002

. Owned and managed a full-services documentation consulting company

. Documented financial transaction capturing system specifications

. Acted as documentation manager, and meeting coordinator for global

projects

. Maintained web-based project development documentation repositories

. Created standards and policies documentation for consumer healthcare and

food products

. Improved Change Management, Production Turnover, and other key business

processes

. Provided support for sales, and distribution of hardware, and software

components

. Developed proposals, and quarterly reports

Senior Technical Writer, Computer Task Group, Phoenix, Arizona 6/1992

to 11/1995

. Developed winning proposals for local and national business units

. Wrote policies and procedures, installation guides, and product support

documentation

. Constructed online help systems

. Created proof of concept presentations

. Participated in process development and improvement projects

SOFTWARE SKILLS

. Microsoft Office (SharePoint, VISIO, Word, Excel, PowerPoint, Access,

Project

. FrameMaker, Acrobat, Illustrator, Photoshop

. Adobe Form Designer

. HTML

. Javascript

. XMLSpy

. RoboHelp

. SnagIt

. Track-It!, FogBugz and other incident/asset management software

. Specialized Department of Defense training applications

EDUCATION

Western Michigan University, Kalamazoo, Michigan

Bachelor's Degree, Communication Arts and Sciences

CERTIFICATES AND AFFILIATIONS

Arizona Department of Public Safety, ACJIS Network Terminal Operator

Certification, Level B

Previously held a Department of Defense Secret Clearance (Cecil Field,

Jacksonville, FL)

Adobe Acrobat User Community, Developer and Contributor

Adobe LiveCycle Designer, Developer and Contributor

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