Customer Service Training

Stephen Macone **** Via Sarita, San Lorenzo, CA **580 Cell: 415-***-****

Objective: To find work that is both challenging and inspiring with an organization that promotes a positive work

environment.

Work Experience

Client Service Manager, The Training Associates, January 2014 – June 2014, Westborough, MA

Consulted with client project-managers on training projects details. Managed fleet of contract instructional designers

and instructors. Vetted new training talent. Developed new-client, and inter-departmental, business. Applied

leadership skills to manage and resolve client-to-contractor personnel concerns.

Instructional-Designer, Pacific Gas and Electric Company (Contract via The Training Associates), October 2012

– December 2013, Northern California

Designed and delivered SAP and Ventyx process-management-software training. Performed training needs-analysis,

determined optimum training mode-and-method, and wrote learning-strategic-plans. Developed training materials

using programs such as; Power Point, Snagit, and Articulate Storyline. Wrote software-application user-guides and

job-aids using MS Office programs.

Instructional Designer-Trainer, IUOE/Local 39 Training Dept, June 2007 – September 2012, San Francisco. CA

Designed, delivered, and administered web-based training on applied technical and scientific topics, for a trade

audience of 20,000+ union members. Wrote content, designed graphics and animations, and directed creative

development by a production team of six contractors. Recruited and oversaw technology and content vendors.

Administered multiple content management systems and learning management systems. Also developed and delivered

classroom training, recruiting, and overseeing instructors. Designed and built advanced mechanical simulators for

classroom use.

Territory Manager, Garratt-Callahan Company, February 1996 – June 2007 Burlingame, CA

Managed industrial sales accounts for chemicals and equipment used in treating heating, cooling, potable, and

wastewater systems. Steadily increased existing account sales volume and expanded customer base. Through

effective use of networking and client-based training my territory grew from initial annual sales of $250k in 1998, to

$850K in 2006. Demonstrated exceptional skill in the design and delivery of lectures on water chemistry

fundamentals, mechanisms of scale and corrosion, and operating-mechanics of water-based industrial equipment.

Program Instructor, IUOE, Local 39 Training Department/CCSF, August 2002 – June 2012, San Francisco, CA

Classroom Instructor for Local 39 and City College of San Francisco. Taught courses on electrical systems,

combustion systems, blueprint reading, and related topics. Typically taught two 150-hour courses per year.

Civil Engineer, F.E. Jordan Associates, February 1993 – August 1995, Oakland, CA

Consulted to the San Francisco Water Department on municipal drinking-water projects. Operated drinking-water

pilot plant, to evaluate various treatment scenarios. Compiled and queried data using DBMS software. Evaluated

data, created graphic summaries, and wrote technical reports using MS Office Suite.

Specialist E-5, Army National Guard, February 1985 – February 1993, Massachusetts and California

Field Artillery Surveyor. Non-commissioned officer.

Field Technician, Contra Costa Water District/Dow Chemical, November 1991 – January 1993, Concord, CA

Constructed large-scale, pilot drinking-water treatment plant for water-treatment studies. Fabricated filter units,

settling basins, flocculating basins, ozone columns, and testing laboratory. Ran wastewater-reclamation feasibility

study, testing ultra-filtration, and reverse-osmosis filtering equipment to recycle wastewater.

Skills & Expertise

Customer Service – Sales/Account Management – Mathematics – Mechanical Aptitude - Computer Proficiency – New

Business Development – Problem Solving – Technical Writing - Instructional Design – Team Building – Leadership –

Training - On-line Training Content Management – Computer Proficiency – Learner Management Systems – Adobe

Creative Suite – Kenexa Learning Products - Articulate Storyline - Autocad – MS Office Suite

Education

University of Berkeley Extension, Berkeley Technical Writing Certification program

Army National Guard NCO-Leadership Program Strategic Leadership Certification, 1986 – 1993

University of Massachusetts, Lowell Bachelor of Science (B.Sc.), Civil Engineering - Construction and

Environmental Engineering, 1986 – 1991

University of Berkeley Extension, Berkeley Hazardous Materials Management Certification

Certified Engineer-In-Training

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