Training Service
Resume:
Graham Dewsbury
*** *********** ***, ***********, ******** 60440
***************@*****.***
A knowledgeable professional who has earned increasingly responsible positions with an expertise in project management, process
automation, product quality and service support, global warranty procedures, warranty analytics and education development.
Accomplished in developing and implementing new processes that increase efficiency and decrease costs and administering training aids
that educate new hires resulting in the expediting of claims processing. Possesses the ability to analyze workflow, establish priorities
and set deadlines ensuring that projects are completed on time without sacrificing quality.
Professional Experience
January 2010 – Present
Navistar, Inc., Lisle, IL
Warranty Regional Specialist, January 2010 – April 2011
Developed business rules between Navistar and vehicle transit companies. Pre-approved and coordinated defects and/or vehicle damages
for repair.
Sr. Reporting & Analytics Analyst, April 2011 – June 2012
Created Global and North American warranty policy and procedure manuals, warranty statements, customer facing warranty documents
for new business ventures. Tier 3 support of dealer and OEM customer on defects and warranty/service procedures.
Dealer Education Developer, June 2012 – January 2013
Developed and implemented in house web-based training programs reducing costs by 85%. Managed web-based learning management
system for dealer education.
Systems Manager, January 2013 – Present
Responsibilities
• Oversee the Fishbowl Inventory Management System including updates, new hardware assimilation, systems issues, training
and serving as the “go to” person on problem resolution to issues.
• Manage backup, security and user help systems by assessing computing needs and system requirements through consultation
with users, management and vendors.
• Update the tools pricing rules for customer agreements in addition to tool catalog updates (photos, descriptions, applications,
removing and promotion of tools) for featured and new products.
• Maintain the company website with FAQs, legal information, and warranty documents.
• Provide a custom list of tools for global dealers and new North America dealers.
• Review existing processes and implement new processes to improve the effectiveness and efficiency of the organization.
• Analyze workflow and establish priorities, develop standards and set deadlines.
• Evaluate the organization’s technology needs and recommend hardware and software upgrades and improvements.
• Identify the training needs of others, developing and conducting formal programs or classes.
• Pinpoint underlying principles, reasons or facts by breaking down information or data into separate parts.
• Monitor and troubleshoot the environment for potential issues and select methods and techniques for problem resolution.
Accomplishments
• Developed and implemented the online tools catalog.
• Created new warranty process flow resulting in a 35% decrease in warranty cost and 25% decrease in vehicle down time.
• Reduced PDI claims by 32% through enforcement and rewriting of PDI manuals.
• Administered training aids for new hires including teaching of Macros to expedite claim processing.
• Participated in a project to move from a single truck transit company to a 3rd party logistics transit company, process planning,
training and coordinating multiple companies to process damage claims to a planned process.
• Development and planning of an Express lube includes; training, vehicle flow, parts inventory and quality control checks
resulting in 80% increase of oil changes.
• Created and designed a web base training module for the MaxxForce 11 and 13 Fuel priming tool.
December 2007 – January 2010
Technical Training, Inc., Warrenville, Illinois, Warranty Administrator
Accomplishments
• Validated and improved the process of handling carrier transit issues.
• Created training aides for new hires to improve efficiency and accuracy.
• Validated dealership warranty claims and root cause failure analysis.
July 2006 – August 2007
Toyota Motor Sales, U.S.A., Inc., Torrance, California, Corporate Trainee
Accomplishments
• Participated in the development and distribution of Special Service Tools.
• Validated and improved new software for GR8 Battery Diagnostic Station.
• Enhanced software update wizard for diagnostic equipment.
• Researched and created Market Impact Summary reports and Technical Service Bulletins.
May 2004 – June 2006
Marion Toyota, Marion, Illinois, Technician
Accomplishments
• Diagnosed and repaired vehicles with electronic, steering and suspension, interior and exterior issues in addition to vehicles
with MIL and other computer related items.
Education
Southern Illinois University Carbondale, Carbondale, Illinois, Bachelor of Applied Science Degree, August 2004 – May 2006
Major: Automotive Technology, GPA: 3.5/4.0
Kaskaskia College, Centralia, Illinois, Associates in Applied Science Degree, August 2002 – May 2004
Major: Automotive Technology, GPA: 3.6/4.0
Certifications
National Institute for Automotive Service Excellence (ASE)
• Master Automobile Technician (A1–A8)
• Advanced Engine Performance Specialist (L1)
• Under Car Specialist (X1)
• Electrical/Electronic Systems (T1)
Technical Skills
Microsoft, Office Suite, Excel, Access, PowerPoint, Project, Visio, OneNote, Articulate 09, Learning Management Systems, IBM
Reflections, Adobe PDF and Photoshop CS
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