Customer Service Project Manager
Resume:
Stanley R. Sylvia
** ******* *****, *********, ** 01821
******@********.***
OBJECTIVE
To work as a Technical Writer on innovative products using state-of-the-art authoring and user assistance tools.
EXPERIENCE
EMC2, Hopkinton MA July 2013 – February 2014
Project Manager/Scrum Master – Certified Scrum Master in an Agile cloud service software development group.
Providing orchestrated solutions for development and testing environments. I worked with associates and managers across
departments and with teams comprised of local and off-shore members.
• Facilitated and coordinated daily scrum, sprint planning, sprint review, and sprint retrospective meetings
• Support the Product Owners with communication, updates, backlog, and release planning as well as assisting with
removing obstacles
• Report the team’s weekly status to all Stakeholders, Product Owners, and associated teams in regards to progress and
risks against sprint goals
• Documenting the completed sprint stories (customer facing features) in release notes, getting the features deployed, and
posting the updated material on the web site
• Librarian for the internal web site, updated the site with release notes and technical content, and verified accuracy
Avid Technology Inc., Burlington MA November 1996 – July 2013
Technical Writer – Working under limited supervision to create online and hardcopy documentation by referencing source
material, hands-on testing, research, and interviewing subject matter experts. Hardware and software documents present
procedural and reference information accurately, are delivered on time, and demonstrate technical skills of varying
complexity within the appropriate product area or documentation set.
Documents reflect an understanding of the material and the audience needs. As a lead, I provide direction, assign work, and
represent Technical Publications in project and development team meetings. I recognize and communicate documentation
issues to team members, managers, and other writers where decisions impact their documents and responsibilities. Finished
documents are posted on the company website, internal Wiki, and Confluence web pages.
I participated in developing document standards, design, style, and layout, in addition to assisting with desktop publishing
training.
• Documents written – Service guides, user’s guides, installation guides, technical reference guides, quick reference
guides, release notes/readmes, customer letters, and support bulletins. The source files from these guides are used to
deliver content-sensitive Help systems created in CHM, HTML, and Qt formats and translated into multiple languages.
• Product lines – Media network environments that include server and shared storage (Avid ISIS), video editing systems,
capture and playback devices, and local storage enclosures using several bus technologies. I am familiar Windows and
Macintosh operating systems.
• Contacts – Product managers, product marketing, customer service, engineering, third-party vendors, and illustrators
• Graphics – Create and process screen captures, request art packages, create and edit drawings, design block diagrams
NEC Technologies, Boxborough, MA
Technical Writer – Created, revised, and edited online and hardcopy documentation based on hardware and software
products. I participated in developing document standards, design, style, layout, and training.
• Documents written – Service manuals, user’s guides, user installation guides, technical reference guides, UNIX
programmers guides, and customer engineering reference manuals
• Product lines – Personal, laptop, and multi-user computers, engineering workstations, dot matrix printers, laser printers,
and scanners
• Contacts – Product managers, product marketing, customer service, engineering, OEMs, NEC/Tokyo (fax), and graphics
• Graphics – Designed flowcharts and block diagrams, requested art packages, illustrated parts breakdowns, and created
simple drawings
Stanley R. Sylvia – page 2
Repair Center Supervisor – Directly managed a team of technical personnel (13 technicians, a work order controller, and an
MRA coordinator) in the Service Depot; responsible for customer returns.
• Interfaced daily with customers, planners, inventory controllers and upper management on priority issues and vendors
for tools, test equipment, and components
• Wrote departmental procedures, unit testing procedures, and performance appraisals. Assisted in formulating pricing for
repairs and labor rates
• Working knowledge of Management Information Systems (MIS) and Inventory Control Systems (ICS), utilizing
management software to produce weekly and quarterly reports
• Responsible for maintaining sufficient stock levels to support field service, walk-in repair centers, and authorized service
centers with spares
• Responsible for maintaining departmental goals and budgets
Previous Experience
• Field Service Supervisor General Terminal Corp. in Woburn, MA
• Senior Technician Dynamic Measurement Corp. in Winchester, MA
• Production Supervisor Hybrid Systems in Billerica, MA
TOOLS
• Desktop publishing: Adobe FrameMaker (standard and structured), Adobe Acrobat Professional, Microsoft Office
(Word, Excel, and PowerPoint), Interleaf, Page Maker, Ventura Publishing
• Help tools: Quadralay WebWorks ePublisher, ForeHelp, Doc-To-Help, Virtual Media HDK, Multimedia Viewer
• Graphics packages: Adobe Photoshop, Adobe Illustrator, Adobe InDesign, Visio
• Agile software: JIRA, Rally, and VersionOne
• Other: HTML, XMLSpy, DITA Open Tool Kit, Qt, Salesforce, AccuRev, ClearCase, ClearQuest, Bugzilla
EDUCATION
• Scrum Master Certification
• Effective Project Management training
• Network and Windows Server classes, Indexing training
• Management classes, Performance Appraisals, Time Management, and Presentation Skills
• University of Lowell, Lowell, MA (Engineering Courses)
• Bristol Community College, A.S. degree in Electrical Mechanical Technology
ORGANIZATIONS AND AWARDS
• Scrum Master Certification and member of http://www.scrumalliance.org/
• Past corporate member of Society of Technical Communications (STC), received a full range of regional and
international STC awards including: Merit, Achievement, Excellence, and Distinguished
• Past member of America Field Service Managers (AFSM)
Contact this candidate