Customer Service Engineer

CHAD

CHAD E. ZWIGART

*** ***** ***** ****, ** **046 abnh9x@r.postjobfree.com 724-***-****

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PROFILE SUMMARY

Results-oriented problem solver with the capacity to evaluate and improve business processes to

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enhance quality, profitability and productivity.

Energetic leader with expertise in quality control, engineering, staff training, technical writing, and

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change management.

Proven success at orchestrating management activities for a multi-million dollar corporation including

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a factory and 12 retail stores.

AREAS

AREAS OF EXPERTISE

Technical Writing: develop and implement operation policies, customer service standards, corporate

Technical

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standards and training program for the entire organization.

Strategic Market Analysis: research to understand and substantiate clients’ viability in their

Strategic

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marketplace and strategically analyzed business plans and/or request for proposals in order to seek

out investors.

Project Management: provide innovative and fresh approaches to help businesses identify new

Project

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opportunities to be competitive.

Operations Management: plan and execute logistical, administrative and operational procedures to

Operations

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boost stability and productivity while analyzing business practices, systems, policies and

recommendations for improvements at multiple levels.

PROFESSIONAL

PROFESSIONAL EXPERIENCE

THE WRITE PLAN, LLC – Mars, PA 2005 – Present

Self-employed Technical Writer

• Business plan and request for proposal writer for clients looking to obtain capital.

• Interface extensively with business units, users, technical staff, subject matter experts and

management to analyze business and technical needs and create appropriate documentation solutions.

• Analyze business practices, systems and policies; recommended improvements at multiple levels.

• Developed a user guide for training new employees on developing Tables with Microsoft Word.

• Create highly technical conceptual and task-oriented documentation for skilled workers,

manufacturing staff, and Quality Assurance within the high technology sector.

• Manage documentation projects from initial planning through writing and editing, reviewing and

revising, creating graphics, through final printing, production and delivery.

• Proficient with Microsoft Office, Visio, Adobe Acrobat, Photoshop, and Microsoft Project.

BETSY ANN CHOCOLATES – Pittsburgh, PA 2004 – 2005

Operations Manager (Contract position)

• Directed daily operations of all operating, inventory control, compliance, purchasing and

administrative functions within the retail stores.

• Developed standard operation policies, customer service standards, action plans, corporate standards

and training programs for the entire organization.

A.P. SERVICES – Freeport, PA 2002 – 2003

Inside Sales

• Sold products to businesses and industrial establishments over the telephone.

• Developed a CD-ROM based parts catalog of all major parts sold.

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CHAD E. ZWIGART PAGE 2

C-COR.NET – State College, PA 1999 – 2001

Process Quality Engineer

• Developed and implemented cost reduction processes with scrapped material, saving $180,000 per

month.

• Responsible for signing-off all Engineering Change Orders affecting facility.

• Supported production, improved quality and implemented new processes and procedures as needed by

reviewing existing systems and making revisions.

HMT TECHNOLOGY – Fremont, CA 1996 – 1999

Test Engineer

• Supported the transfer of new products to volume production by conducting experimentation studies on

machine uptime and product quality.

• Completed qualification tests on production disks ensuring highest quality.

• Collected and analyzed data on media determining root cause of defects/failures.

• Developed, researched and implemented design improvements on vendor purchased equipment to

increase yield.

• Reduced cycle times on equipment through process improvements by 15-30%.

• Designed, executed and documented technical expertise in ISO9001 certifiable document control

systems as a Certified Auditor.

APPLIED MATERIALS – Santa Clara, CA 1995 – 1996

Engineering Technician/Manufacturing Engineering Support/Planner

Developed procedure for product installation resulting in a 50% reduction of set-up time.

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Received recognition for being the first team member to ship a zero defect machine.

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Worked on Final Test Continuous Improvement Team to reduce cycle time testing by 25%.

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Interfaced with other groups to identify and correct problems encountered prior to shipment.

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Produced shipping documents to guarantee delivery to the customer without errors.

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Reduced overhead cost by $530,000 and unwanted material by $55,000 in one month.

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Worked with shipping schedules for two locations to eliminate buying of excess materials.

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EDUCATION

Master Of Business Administration 2003

Keller Graduate School Of Management

Master Of Project Management 2001

Keller Graduate School Of Management

Bachelor Of Science Electronics Engineering Technology 1995

DeVry Institute Of Technology – Columbus, OH

PROFESSIONAL CERTIFICATIONS

Design Of Experiments 2000

PC Board Damage, Repair / Rework Certificate and Surface Mount Soldering 1999

Quality Design and Manufacturing Certificate 1998

Total Quality Management Certificate 1998

ISO 9000 Certificate 1997

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