Customer Service Quality Assurance

Gretchen L. Graef

*** *. ****** ****

Bisbee, AZ 85603

Summary: Technical writer with experience in industry, academia and government. Knowledgeable in areas of industrial

documentation for quality control audits, computer applications to document these processes, physical and biological

sciences, and ability to work with diverse groups from underserved high school students to highly trained scientists,

engineers, and clinicians.

Clients

Recom Technologies, Roseville, CA – wrote sections of a proposal to renew an engineering contract with the National

Aeronautic and Space Agency (NASA) Ames Laboratory

Zytec Corporation, Lincoln, CA – prepared all documentation for computer repair to get ready for an ISO audit.

EDS, Lincoln, CA – rewrote standard operating procedures (SOPs) for tape drive manufacture.

Americ-Disc, USA, Stockton, CA – Created SOPs for the compact disk (CD) manufacture and customer services areas at

a CD plant.

Quantum Corporation, Milpitas, CA – Created or edited all documentation as a member of a group of engineers from

around the world in a project to make the company more competitive in e-commerce. Documents ranged from two pages

to a complete customer service manual.

Other Writing Experience

Proposals to government agencies including the National Science Foundation, NASA, and the United States

Environmental Protection Agency.

Peer-reviewed publications in the field of Materials Science and Engineering.

Dissertation describing research involving materials and medical concepts.

Reports to government agencies including the California Department of Toxic Substance Control and the Environmental

Protection Agency.

A winning proposal to evaluate low volatile organic (VOC) paints and coatings for the South Coast Air Quality

Management District (SMAQD) in southern California.

Reports to McClellan Air Force Base detailing results for paint and coating projects related to weapons systems.

Presentations at national conferences about plating and coatings.

Daily lesson plans for biology, chemistry, physics, and general science classes using Taskstream software.

Laboratory reports detailing laboratory research in the fields of extractive metallurgy and chemical processes.

Areas of Expertise

MIL-Spec

U.S. Air Force specifications

ASTM standards

ISO 9000

EPA Standards

Hard disk drive manufacture (HDD)

Compact disk manufacture

Electrolytic processes – electrolytic and electroless plating, corrosion

Mineral processing – crushing, grinding, leaching, flotation, ion exchange, solvent extraction, bacterial leaching

Extractive metallurgy – copper, silver, gold, uranium, bismuth, and others

Paints and coatings

VOC

EPA air quality regulations

EPA toxic substance regulations

Process control and optimization

Quality Assurance

MS Word

MS Excel

MS Excel and other databases

Visio

Taskstream

PC

Internet

Searches to find information, materials, and subject matter experts using Internet and networking

Work History

2002 – Present

Teacher/Instructor

Taught chemistry, physics, biology, mathematics, and general science at the secondary and community college levels.

Planned all curricula for both lectures and labs (five different courses) for large classes with limited supplies and

laboratory space. Completed Flinn Safety Course and informed administration of what was required to be in compliance

with Arizona standards. Started an inventory of chemical onsite and ordered supplies for all science classes.

1996 - 2001

Technical Writer, California

Cooperated as a team member to write or edit all documentation for e-Glue, a project for a Silicon Valley hard drive

manufacturer

Wrote a proposal according to an RFP to NASA for a Northern California scientific contractor to continue funding of

engineering projects. Interviewed NASA engineers and scientists by phone and used NASA website to research

information needed.

Created or edited SOPs for compact disk manufacturing, tape drive manufacture, and computer repair.

Prepared a computer manufacturer for an audit by making sure that all documentation followed ISO 9000 guidelines

throughout the plant.

1997 – 1999

Project Engineer

National Technical Services, McClellan Air Force Base, CA

Planned and conducted testing for a total of six government contracts.

Completed all SOW (scope of work) requirements on time and within budget.

Supervised six laboratory employees in the completion of these studies to inventory all paints and coating, laboratory test

all paintings and coatings, and assess low VOC paint and coatings for the South Coast Air Quality Management District

(Southern California).

1994 – 1996

Postdoctoral Researcher

Chemical Engineering and Materials Science Department, University of California, Davis, CA

Wrote reports and proposals about an environmentally-benign process to funding agencies including the Environmental

Protection Agency and the California Department for Toxic Substances Control.

Evaluated AMPLATE, a Ni-W-B electroplated alloy, for its ability to replace chromium coatings.

Collaborated with government, industrial, and academic personnel to inform them of lab results.

Wrote presentations for national meeting and published scholarly papers about Ni-W-B and edited a paper about

polymers used in motion sensors.

1991 – 1992

Instructor

Chemistry Department, Northern Arizona University, Flagstaff, AZ

Taught two introductory chemistry classes with a total of about 100 students.

Supervised the work of four student assistants.

1987 – 1991

Graduate Research Assistant

Materials Science and Engineering Department, University of Arizona and Arizona Health Sciences Center, Tucson, AZ

Team member of the hyperthermia group, a team of engineers, scientists, and medical personnel to find methods and

materials for radio-frequency induction heating of tumors (hyperthermia).

Wrote a dissertation detailing the research and explaining the clinical trials using the hyperthermia techniques.

Wrote scholarly papers accepted and published by Journal of the Electrochemical Society and Materials Science and

Engineering B.

Education

Ph.D. Materials Science and Engineering, University of Arizona, Tucson, AZ

M.S. Metallurgy, University of Arizona, Tucson, AZ

B.S. Chemistry, Northern Arizona University, Flagstaff, AZ

Education Classes, Pima Community College, Phi Theta Kappa Honorary Society

Languages

Speak, read, and write Spanish

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