Customer Service Training

TWYLA CLENNEY-BYRD

Flower Mound, TX *****

Phone: (Since this is posted on

the internet, for personal security reasons, I request email to request

phone number)

Email:

***********@*****.************

Utilize 15 years

expertise in technical documentation to procure a position as IT technical

writer to ensure the employer has clear, consistent technical and/or training

documentation and application help files exceeding current

standards.Experience

Note:

Left this position in 11/2006 to support and care for terminally ill spouse.

Currently seeking full-time employment, as spouse is now deceased.6/2006 through

11/2006 CIBER (contract for Verizon Broadband) Irving, TXIR (Trouble Ticket) Management

1. Updated and maintained IRs using CMIS Web (Verizon's

trouble ticket management system).

2. Trained co-workers on use of the CMIS Web system and

generated job aids for reference.

3. Facilitated daily working meetings between various

software development teams and customer service groups to track origin of,

trouble-shoot, and resolve high-priority trouble tickets on the fly. Tracked,

documented and reported on steps taken to resolve issues. Contacted members of

other project teams to assist with problem resolution as necessary.8/2000 through 3/2006 Verizon Data

Services Irving,

TXTechnical Writer

1. Generated/maintained application help files for

Verizon applications (using RoboHelp).

2. Generated/maintained system documentation and

technical drawings for Verizon applications (using MS Word, Visio, Excel,

PowerPoint, other graphics programs).

3. Generated/maintained web pages to archive/catalog

documents and instructional information for shared, internal departmental use

(using DreamWeaver and/or Namo).

4. Generated detailed job aids on various software

processes, eliminating the need to send numerous employees to expensive,

time-consuming training classes.

5. Configuration management (CM) of in-house software,

created a department-specific training aid for application developers on using

CM software, presented the training to local developers, trouble-shot problems

long after training.

6. Assisted in creating an in-house training program

for software testing, assisted in presenting to end users.

7. Performed software testing and

script-writing.

9. Generated ISO 9000 documentation.9/1998 through 8/2000 CDI Corporation

Irving, TXTechnical Writer

Hired by CDI to work on the Verizon contract (above),

hired by Verizon when contract expired.5/1991-9/1998 GP (formerly General Physics

Corp) Fort Worth,

TXTraining Materials Developer

1. Generated training materials and job aids for

various clients manufacturing procedures.

2. Generated student materials, user manuals and

software application help files for clients in-house software.

3. Presented training courses for clients.

4. Created and ran an efficient process for client s

Training Development department to utilize on-site equipment to copy, assemble,

and bind their own presentation and student materials for classes needing quick

turn around, thus enabling them to meet deadlines they would have missed. This

saved multiple thousands of dollars in labor, supplies, and rush processing

fees.Experience Summary

I am a determined problem-solver, self starter, and fast

learner with a strong work ethic. Throughout my work history, I have

consistently received acclaim from supervisors and peers alike for being an

exceptional team player, going above and beyond what is expected. It is

important to me to perform any job to the best of my ability. If I don t know

how to perform a task, I make it my business to quickly learn.

Education1989-1990 Mansfield Business College

Fort Worth, TX

Completed Business

Certification program with 4.0 grade average.References

References are

available on request.

Contact this candidate