Technical writer, content creator, knowledge manager

Gerald Demers

Phone/Text: 407-***-**** ***** University Blvd, #104, Orlando, FL 32817

***************@*****.*** www.LinkedIn.com/in/geraldinflorida www.FaceBook.com/geraldinflorida

Technical Writer, Curriculum Developer, Knowledge Manager

I create stronger employees and more independent customers. Notable success analyzing both technical and soft skills performance challenges/gaps and then designing, developing, implementing and evaluating educational and process improvement solutions that create permanent positive measurable change that move you from strength to success.

Personal Profile & Qualifications

21 years experience creating a wide variety of technical documentation, product materials, user reference guides, manuals, online help content. Self-paced, classroom and webinar based content.

Write and publish book style and topic based single source content adhering to specific government and private publication standards. Detail oriented to ensure strict quality controls.

Translate “engineer speak” into content that is easy for others to understand, consume and create positive, measurable change. Working directly with engineers and other SMEs, I can pick up new technology VERY QUICKLY and package it so it is easy for others to understand and consume. With no prior UNIX knowledge and working with SMEs, I created a 14 module "Introductory UNIX Training" self-directed series to address a critical need of increasing UNIX competency within the Business Objects organization. 100% of those completing my modules now support UNIX cases. Engineers regard it as the best UNIX training they have ever seen.

Reduce customer demand on support services. 14 years technical writing experience creating Technical Support "deep dive" performance based technical training for SAP’s Enterprise Database Reporting applications. Engineers describe training material as "typical Gerald docs" - extremely thorough, absolutely tested, always accurate, always creates change and when sent to customers, never generates additional support requests.

A.D.D.I.E model of adult learning theory. Completed courses supporting CACE certification (Certificate in Adult and Continuing Education) from University of Victoria focusing on the A.D.D.I.E. model of creating learner centered, performance based training and other learning events.

Knowledge Manager, systems and processes. Project member of a global team implementing Knowledge Centered Support (KCS - http://www.serviceinnovation.org/kcs/). Team based in Vancouver with project members and sponsors globally. Manage when required, collaborate effectively always, and maintain a flexible schedule to ensure projects are completed on time.

Created and delivered self-paced, instructor led and webinar product training to Enterprise customers, Support, Presales, Consultants and Educational Services personnel for over 10 years. Content includes new release material as well as secondary and tertiary learning events.

Clearly communicate with all stakeholders ensuring clarity of scope and responsibility. Effectively manage projects and project communication with all stakeholders to ensure timely delivery and under budget. I easily adjust my workday and schedule to accommodate stakeholders around the world.

Work effectively as member of remote team. An extremely high level of accountability, energy and enthusiasm.

Highly intuitive and possess a natural talent for creatively solving problems. Ideally suited for analyzing current challenges, developing and implementing effective solutions and improving existing content and processes. A self-starter and self-learner.

Advanced proficiency, Microsoft Office Suite 2013 – Word, Excel, PowerPoint, Access, Publisher.

Adobe CS5 Master Suite – Photoshop, Illustrator, InDesign and Acrobat Pro.

Résumé of Gerald A. Demers (continued) Mobile: 407-***-**** ***************@*****.***

Experience

iOS/macOS AppleCare Advisor, Work at Home

Conduent Business Services

Headquarters in Florham Park, N.J.

March, 2017

Present

Successfully supporting MacOS and iOS devices. Over 13 straight weeks of Very Satisfied CSATS.

Began informally creating knowledge content for internal training.

Instructional Designer and Trainer

CS L&D Team

Business Objects Learning and Development

SAP Learning and Development

400 International Parkway, Lake Mary, FL

December, 2000

October, 2010

Facilitate the creation and delivery of learner centered, performance based technical support training to all Enterprise Technical Support engineers in all eleven support offices around the globe.

Tech content includes product documentation, help files, knowledge base articles, and presentations. Content includes installation, trouble shooting and functional training for new releases as well as secondary training integrating our products with many third party applications and operating systems (web, application, network authentication, database servers and network services).

Soft skills training topics include writing, customer service and advanced customer service training for both new hires and advanced learning events for existing employees.

Project member of a global team implementing Knowledge Centered Support (KCS).

Office Manager

Crystal Decisions Technical Support

(formerly Seagate Software)

1101 Greenwood Blvd, Lake Mary, FL

February, 1998

December, 2000

Opened and managed the new CD Technical Support office in Florida.

Hired and trained new employees, established global mentoring program.

Was the only Senior Technical Engineer in NA and EMEA (STE’s go to customer sites when remote support fails). I held three significant positions at one time! Every position held involved an extraordinary focus on our customers.

Senior Tech Account Mgr.

Enterprise Resource

Seagate Software IMG

1095 W Pender St, Vancouver, B.C.

May, 1996

February, 1998

Assistant Team Manager to help train and manage new hires and to prepare to manage new support office in Florida.

Sr. Technical Account Manager. Specialized in managing extremely difficult customers.

Develop and deliver Seagate Info technical training to Americas and European Support Offices.

Academic Support, Associations and Awards

Chairman's Individual Award for Outstanding Contribution as Lake Mary Office Manager.

Four Customer Support Quarterly Awards.

Courses in Adult and Continuing Education, University of Victoria.

Member of Association for Talent Development. www.td.org

Special Interests

Guiding people on how to approach problems from a different, more effective perspective.

Learning to speak Spanish and other languages.

Volunteering my time. I mentor an "at risk" high school student, member of the Take Stock in Children Leadership Council, and other volunteer activities. I actively create stronger communities.

Ice hockey, scuba diving, running, sailing, and mountain biking. Sub 2 hour half marathon (1:53:53).

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