Engineer Customer Service
Resume:
Tom Weaver
P. O. Box ****, Mashpee, MA *****
********@*****.***
Summary
Progressive, forward-thinking and successful technical course developer and instructor who has
developed both eLearning and Instructor Led Training technology-related courses. Realized significant
saving in travel, printing and distribution expenses by developing web-based materials for announcing
and training field service on new products (Approximately $40,000 for each new product introduced).
Evaluated new software products and technologies for use in a customer service environment.
Experience
Elearning Course Developer 2009
Developed and published elearning courses on Brainshark Content Network
Attained Brainshark Author certification
Attained Brainshark Administrator certification
Senior Technical Instructor 2006 – 2008
EMC, Franklin, MA
Attained EMC Customer Engineer Technical Fundamentals and EMC Customer Engineer
Storage Area Networks Specialist certifications on first attempt.
Successfully taught Cisco, Brocade and McData Fibre Channel switch installation, configuration
and maintenance courses. Topics include basic operation, configuration, maintenance,
troubleshooting and advanced topics such as configuring FCIP (Fibre Channel over IP) and iSCSI
Reviewed and critiqued revisions of course materials to ensure technical accuracy and suitability
for instructor led classes
Senior Course Developer and Technical Instructor 1997 – 2006
Akibia, Westborough, MA
Taught and maintained an in-depth Fibre Channel/ Storage Area Networks (SAN) course that has
been delivered to maintenance and support personnel from a variety of companies including IBM
and Sun. The course was listed in the IBM internal training catalog as their Fibre Channel support
course due to the scope of the quality of the course.
Successfully adapted and taught the Akibia SAN course for use by Global Knowledge.
Attained Brocade Certified Fibre Professional certification on first attempt.
Developed field service web-based maintenance site template for training and maintenance
documentation on newly-supported products thereby incurring significant travel cost savings for
the company and its service partners
Developed, maintained and taught technical courses on the repair and maintenance of Sun
Microsystems and HP workstations and servers
Revised course evaluations to present the data in a more formal and organized manner that
allows business decisions to be made on the basis of these evaluations
Taught a number of specialized courses for a number of customers including a basic computer
course for a national pharmaceutical company and a maintenance course for the manufacturer of
blade systems
Elearning Course Developer 1995 – 1997
Dart Solutions, Northborough, MA
Developed and released an elearning course for Stratus Computer. The course presented a
telecommunications services construction software package and was enthusiastically received by
the sales forces as a marketing tool as well as by end users as a training course.
Manager of Hardware Training and Documentation 1982 – 1995
Stratus Technology, Maynard, MA
Headed the program to place Stratus maintenance and new product information onto the web
thereby delivering this information in a more timely and cost-effective manner.
Managed a team of course developers, instructors and technical writers in the development and
delivery of a variety of successful training courses and maintenance documentation for Stratus
Computer systems.
Developed, maintained and taught classes in the use, programming of, administration, repair and
maintenance of Stratus Computers.
Certifications
Brocade Certified Fibre Professional
EMC Customer Engineer Technical Fundamentals
EMC Customer Engineer Storage Area Networks Specialist
Comptia CTT+ Certified Instructor
Brainshark Author Certification
Brainshark Administrator Certification
Software
Microsoft Word, Excel, PowerPoint, Publisher
Brainshark
Macromedia Authorware, Dreamweaver
Adobe Photoshop
Sun Solaris
HP-UX
Hardware
Sun Microsystems workstations and servers
HP workstations and servers
Egenera blade servers
Cisco Fibre Channel switches
Brocade and McData Fibre Channel switches
Education
B.A., Math and History, St. Olaf College, Northfield - Minnesota
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