Customer Service Management

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John

KaczmarskiSenior Technical Wirter

John K. Kaczmarski

**** ****** *****, *******, ** 33594-4909 * H: 813-***-**** * ********@********.**.***

OVERVIEW

Professional, results-oriented senior technical writer documentation manager with extensive experience in process documentation, desktop publishing, InfoNet-site pages, and graphic design development

Exceptional communication, customer service and interpersonal skills, as well as prioritization, analytical and problem resolution capabilities

Extensive experience with large enterprise integrations, systems and IETM network infrastructure organization, establishing an Infrastructure Library, and proposal processes used by analysts to develop business requirements, validation, training, and user (stakeholder) ownership

SUMMARY PROFESSIONAL EXPERIENCE

K & A CONSULTING, VALRICO, FL * ACTIVE SECRET CLEARANCE PRESENT

Senior Technical Writer " Research Analyst: Excellent interpersonal and interviewing skills, extensive technical knowledge and professional business acumen: Extensive knowledge of military documentation development standards outlined in Military Standard 40051(B), MIL-STD-963, MIL-STD-2361(SC), and Military Handbook 1222C3 writing practices

VERIZON, INC., TEMPLE TERRACE, FL JANUARY 2011 " JUNE 2011 Planned, wrote and edited manuals including product descriptions, installation and O&M instructions, theory of operation, alignment, troubleshooting, and in-depth levels of full service 4G LTE repair and test data information using SDLC Methods for OME telecommunication network elements Desk Top Publishing of network element User Guides for Verizon Rev A international Optical Channel contract including Logistical Support (RFP's and RFI's)

DATALINE LLC, TAMPA, FL OCTOBER 2010 " JANUARY 2011 Prepared Engineering Change Proposal Development and Implementation Provided Integrated Logistics Support (RFP's and RFI's) Used military documentation development standards outlined in Military Standard 40051(B),

MIL-STD-963, MIL-M-87268, MIL-STD-2361(SC), and Military Handbook 1222C3 writing practices

L-3 COMMUNICATION STRATIS, TAMPA, FL SEPTEMBER 2009 " JANUARY 2010

Planned, wrote and edited manuals including product descriptions, installation and O&M instructions, theory of operation, alignment, troubleshooting, and in-depth levels of full service repair and test data information using SDLC Methods for satellite telecommunication networks IAW Military Handbook 1222C3

TRILECTRON INDUSTRIES (GSE), PALMETTO, FL SEPTEMBER 2008 " AUGUST 2009 Coordinated the quality control activities required to ensure the accuracy and adequacy of each written O&M manual, including in-process and final reviews, editing for compliance with all applicable specifications and standards, validation, and change verification for custom Diesels and HVAC Created O&M hydraulic, pneumatic user guides by interviewing architects, developers ensuring information and operational accuracy as Primary liaison with Program Managers, Project Engineers, SMEs, and other design/expert system engineers Created student/instructor guides, O&M technical troubleshooting repair manuals and HVAC user operating handbooks into easy to understand manuscript format Prepared written reports, correspondence and policy papers for a government project proposal, articulating complex issues and recommended positions Supervised a team to research and design database management procedures accommodating the information needs of the customer, resulting in better customer service Wrote technical proposals detailing start-up requirements, department operating instructions and management of a government project including Logistical Support (RFP's and RFI's )

OERLIKON USA, INC., ST. PETERSBURG, FL JUNE 2006 " APRIL 2007 Created professional, user friendly and well-designed application training and troubleshooting O&M documentation from data provided by HVAC and Balzers H-P Coating technical repair staff Compiled and analyzed source materials to organize and prepare specified publications for Web-Site Designed, prepared and presented PowerPoint diatribe for internal or external support purposes Created flow chart diagrams to illustrate equipment structural theory, operational processes and expected recovery from malfunction or complete equipment component failure in hydraulic, pneumatic and control systems

CL VERIFY, LARGO, FL MAY 2006 " JULY 2006

Extensive knowledge in PCI Compliance and Sarbanes-Oxley methods required for preparing financial security processes and using associated tools to manage cost, training schedules and technical requirements, InfoNet-site, and minimizing risks by establishing a timely, proactive approach

MTS-MEDICATIONS, ST. PETERSBURG, FL JUNE 2005 " AUGUST 2005 Extensive knowledge of Department of Defense Quality Assurance requirements, Sarbanes-Oxley, ISO, CE, and OSHA plans Created flow charts of all financial processes for a medium sized company to include parts ordering, receiving, payroll distribution, contract sales, accounts payable/receivable, and inventory distribution controls as required for Sarbanes-Oxley qualification using Visio . Wrote, edited and published the explanations for all processes depicted in the flow charts

GENERAL DYNAMICS, ST. PETERSBURG, FL AUGUST 2004 Coordinated the quality control activities required to ensure the accuracy and adequacy for production and alternate source proposal (RFP's and RFI's ), to include in-process and final reviews, editing for compliance with all applicable specifications and standards, validation, and change verification Prepared presentations and customized composition of all formal written proposals, documentation, and marketing material provided to and for member organizations, government agencies, healthcare associations, potential members and partners, other related and/or interested entities or individuals establishing internal official knowledge base libraries Used military documentation development standards outlined in Military Standard 40051(B),

MIL-STD-963 and Military Handbook 1222C3 writing practices

CONVERGENT LABEL TECHNOLOGY, INC., TAMPA, FL JUNE 2000 " NOVEMBER 2003

Senior Technical Writer, Product Documentation Control Supervised a team that coordinated ancillary services and interdepartmental activities required for multiple publications, extensive detailing preparations and long-term equipment delivery Prepared technical O&M manuals, user/operator publications, troubleshooting, and logistics support documentation, in accordance with company, and commercial specifications and standards Researched and designed database management procedures accommodating the information needs of the customer, resulting in better customer service (including Trilectron Industries and MicronPC.com) Wrote and published technical and arranged graphic illustrations for Owner's Manuals and User's Guides for production In-Motion weigh-price labeling equipment using SDLC Methods

Photographer: Advertising layouts and illustrated part breakouts using digital cameras

Safety Committee Member: First Responder

Inventory Control, Shipping and Receiving

MICRONPC.COM, NAMPA, ID 1994 " 2000

Technical Writer " Technical Communications New Products Division

Technical Writer " Material Recovery Department

Computer Operator/Bench Tech Repair

KELLY SERVICES, BOISE, ID

Technical Writing using Desktop Publishing application software

Inventory Control: Hewlett-Packer

MANPOWER TEMP SERVICES, DAYTON, OH

Technical Writing using Desktop Publishing application software

Word Processing " Documentation Layout

U.S. AIR FORCE " WORLDWIDE ASSIGNMENTS: HONORABLE DISCHARGE [TS/SCI AFTER SBI]

COMMUNICATION AND MANAGEMENT SKILLS

Ability to read/understand digital electrical schematics, pneumatic system diagrams and assembly drawings

Extensive experience with internal security, plant safety, obtaining quality-in-production requirements, EUCE, OSHA and ISO 8879 policies, Six Sigma, PCI/LLS, and IETM published government-operating standards

COMMUNICATION AND MANAGEMENT SKILLS

Conducted contractor Statement-of-Work equipment publications, and RFI in-process review meetings

Created and maintained the Material Recovery department's InfoNet-site while at MicronPC.com

Developed and implemented new policies to address security issues in all areas of a U.S. Government Project ($45 Million), using desktop encryption devices including integrating Logistical Support (RFP's and RFI's)

Expert ability to prepare a comprehensive IETM service management solution to provide more information, enable more data collection and on-site process of an IT Infrastructure Library

Expert ability to write, format, prepare, review, edit, update, modify, finalize and distribute systems support documents, to include installation and configuration manuals, reports, studies, statements-of-work (SOW), and other technical and engineering specification documentation including RFP's and RFI's

Knowledgeable of DoD Intelligence Community organizations, missions, functions, and structure

Photographed fixed or still life subjects for timely graphic record of objects and surroundings, general reference and recognition

Prepared and verified component pass-fail testing procedures made available on the InfoNet-site for personal computer repair technicians while at MicronPC.com

Prepared subject layouts (staged) and photographed equipment for company advertising campaigns

Responsible for ensuring the quality and completeness of final reproducible hard copies for printing or electronic files for web-site dissemination

Secured sensitive business/customer related documentation in such a manner to ensure its integrity

Skilled in detailed SOW operational planning; full range of analytical and administrative tasks relating to program analysis, contingency planning, programming, management and resource utilization of intelligence requirements to ensure USAFE Command was capable of supporting asset employment and synchronization of forces throughout the area of operations including integrating RFP's and RFI's

Supervised a team that assessed customer needs, conducting task analysis, defined deliverables; designed training outlines, work plans and production schedules for deliverables

Supervised a team that evaluated, extrapolated technical and engineering source data and presented complex information tailored to user's needs considering training, education, readability, and comprehensibility

Supervised a team that prepared detailing materials for multiple presentations to management and customers concerning various publications and demographic proposals

Supervised and prepared all financial and security reports, daily correspondence and policy papers for a government project, which included articulating complex issues or recommended management positions.

Thirty-years of technical experience in writing instructions outlining troubleshooting procedures/repair processes for maintaining electro-mechanical devices including Logistical Support (RFP's and RFI's)

EDUCATION

M.S.C.J. " Florida Metropolitan University, Tampa, FL

M.B.A. " Northwest Nazarene University, Nampa, ID

B.S. " Logistics Management, Park University, Dayton, OH

A.S. " Digital Electronics Systems, Community College of the Air Force (CCAF)

A.S. " International Political Science/Languages " Defense Language Institute, CCAF (Polish/German)

ADVANCED COMPUTER SKILLS

Web-Page Design Language: Microsoft FrontPage Designer, 7-years JavaScript, HTML, 7-years NoteTab, HTML, 10-years

Application Developmental Tools: Microsoft Office, Word, 15-years MSExcel, 15-years MSProject, 10-years MSPowerPoint, 15-years Visio, 15-years Adobe Acrobat, 15-years Adobe FrameMaker, 15-years Adobe InDesign, 3-years Adobe PhotoShop Pro, 15-years SolidWorks, 1-year AutoCAD, 10-years RoboHelp for Word, 3-years

DBMS: Microsoft Access, 7-years

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