Khai Tran

Cupertino, CA *****

408-***-****

acy02d@r.postjobfree.com

http://www.linkedin.com/in/khaiwriter

Technical Training Content Development and Program Management:

I just completed my Stanford Advanced Project Management program to maintain my certification as a Project Management Professional (PMP). As a working manager with over ten years of professional technical writing experience, I specialize in leading cross-functional teams to create engaging, digital customer-experience learning assets, such as, video tutorials using Camtasia software, and e-learning certification courses using Articulate and Storyline software for guided-practice simulations.

Professional Experience

Sophos in Santa Clara, CA: April 2015 to January 2017

Director Support Training, Global Support and Services

Led the development and delivery for new-product introduction instructor-led training (ILT) certification courses and digital e-learning experiences for Sophos’ entire network security product portfolio.

Built with Product Management a three-level technical training sales-enablement certification program:

oCertified Sophos Engineer (Level 1: basic product configuration and reporting)

oCertified Sophos Architect (Level 2: advanced deployment scenarios)

oCertified Sophos Support (Level 3: advanced product troubleshooting)

Collaborated with the Information Security and SophosLabs team to build a new self-paced e-learning training certification course on “Sophos Malware Identification and Remediation.” Includes hands-on virtual-training simulation labs using CloudShare.

Collected training requirements from management stakeholders to create 30/60/90 day role-specific onboarding training programs for new hires globally.

Hosted weekly technical and softskills training webinars with subject-matter experts to deliver advanced troubleshooting live demos on the following topics:

oNon-technical problem solving and critical thinking

oEndpoint data encryption, mobile-device management and reporting

oNext-generation firewall synchronized security

oEmail protection and anti-phishing training campaigns

Managed the server administration and learning gamification of a Moodle Learning Management System (LMS) to track employee learning paths and career development.

Opened a new Technical Support Center office in Ottawa, Ontario. Partnered with Willis College to develop a recruitment channel of “Sophos Certified Engineer” graduates.

Blue Coat in Sunnyvale, CA: Oct. 2013 to April 2015

Instructional Designer, Global Support

Collaborated with network architecture engineers, marketing teams, customer support engineers, and classroom instructors to deliver Blue Coat Cloud Service certification courses for pre-sales and post-sales audiences.

Created a two-day “Blue Coat Cloud Service Troubleshooting” ILT certification course. Produced instructor and student training kits and certification exam.

Created youtube.com on-demand digital learning knowledge assets to reduce customer support calls to global support centers.

Designed, authored, and illustrated a Blue Coat Certified Pre-Sales Engineer ILT “Blue Coat's Mobility Solution Center” course.

Wrote, illustrated, and narrated an e-learning certification course using Articulate software for “Blue Coat's Cloud Service Access Methods” deployment solutions.

Apple in Cupertino, CA: February 2013 to Sept. 2013

Instructional Designer Consultant, Apple Product Documentation (APD)

Collaborated with software engineers (iOS and OS X), marketing teams, AppleCare support teams, and APD instructional designers, editors, and graphical designers to completely revise the help content for the Apple Remote Desktop app. Reduced total word count by 25%, added new K-12 education deployment scenario illustrations, and improved information scan-ability and search results.

Documented the MacOS Keyboard system preferences help, which provides user reference for the Japanese (Kotoeri), Korean (Hangul), and Chinese (Simplified and Traditional) keyboard input sources, user dictionaries, customizations, and trouble shooting tips.

Authored instructional help content for the Apple Configurator app, which enables IT administrators using Mac computers to provide mass configuration of iOS devices. Collaborated with engineers, marketing, and legal teams to author new configuration examples.

Wrote using APD’s Sweet and Oxygen DITA authoring tools and SVN Cornerstone version control systems.

Collaborated with APD project managers to scope, schedule, and localize projects toward Appstore software releases.

KLA-Tencor in Milpitas, CA: March 2012 to December 2012

Manager Technical Documentation, Learning Knowledge Services (LKS)

Managed a team of technical writers to support KLA Tencor semiconductor wafer- inspection product lines and global training centers.

Developed documentation plans and authored hardware service trouble-shooting documents used in customer training and field customer-service engineering (CSE) training certification classes globally.

Integrated new company acquisitions and released new technical documentation sets, knowledge trouble-shooting solution portals, and training programs for customer/field training classes for four certification levels (L1 to L4).

Managed product-life cycle programs to measure LKS technical documentation and training service release readiness and customer-satisfaction quality improvement programs.

Delivered new product introduction (NPI) documentation for the company’s first 450mm wafer inspection product, the KLA-Tencor Surfscan SP3-450, using single-sourced data structures in FrameMaker.

Audited LKS training classes to increase the effectiveness of certification assessment surveys, exams, prerequisite web-based training (WBT) delivery, and training manuals.

Built a Sharepoint front-end portal to the Documentum CMS for field CSE collaboration, document workflow reviews, and content development contribution.

DELL SonicWALL in Sunnyvale, CA: April 2004 to March 2012

Senior Manager Technical Documentation, Engineering and Operations

Implemented and executed the technical documentation strategy for all of the company's products and OEM partnerships with companies such as ADTRAN, Canon, and Plixer.

Managed a passionate and innovative documentation staff that consistently achieves five star ratings in product documentation from top-tier trade publications including Secure Computing Magazine, InfoWorld, and Network Computing.

Led a team of technical writers to document Network Security and Application Intelligence, Secure Remote Access, Email Security, Backup and Recovery, and Global Management, Monitoring, and Reporting solutions for enterprises, small and medium businesses, and managed-security service providers.

Led cross-functional teams on Next-Generation Firewall data security initiatives globally for mysonicwall.com security services: Intrusion Prevention, Intrusion Detection, DPI-SSL Inspection, Application Visualization and Control, Bandwidth Management, Content Filtering, Gateway Anti-Virus, Anti-Spyware, Anti-Spam, and SSL-VPN.

Collaborated with software and signature developers, anti-malware security engineers, Product Management teams, Customer Support teams, and field SEs to design and document Next-Generation Firewall intelligent log event monitoring using granular event management software and databases.

Authored and edited a globally distributed book published by Syngress, titled, SonicWALL Secure Wireless Network Integrated Solutions Guide available on Amazon.com and other retailers.

Designed and maintained a lab network for documentation usability testing and verification. Documentation lab includes router, switch, firewall, LDAP server, HTTPS remote web management, network traffic simulation, and VMware virtual machine clients.

Educated channel partners and end users on SonicWALL security solutions at tradeshows (such as EMC RSA conferences) through the development of technical whitepapers and delivery of training tutorial screencast videos.

Implemented EMC’s Documentum Enterprise Content Management (ECM) for streamlined and centralized XML/DITA file repositories and transformation services.

Recruited, mentored, and managed a Technical Writing Internship program from local Bay Area universities.

Electronic Arts (EA) in Redwood Shores, CA: Sept. 2003 to April 2004

Senior Technical Writer, EA Corporate Services and Network Operations

Designed, authored, and edited APIs, SDKs, network administrator and user guides for a developer audience. Documented JSP, Java, and C++ APIs and WebLogic for programmers creating software components for online gaming Web sites.

Provided risk management for Network Operations Center IT systems, processes, and data, ensuring appropriate controls and remediation met company policies and procedures.

Documented Network Operation Center (NOC) runbooks for EA's online game network (over 600 servers) and EA's Pogo game network (over 800 servers).

Supported Preventsys (McAfee) Security Risk Management System implementation for enterprise dashboard view and summaries of security compliance and network operations internal regulatory audits.

Developed a single-sourced content management system using AuthorIT's structured authoring environment. Mapped portal to the existing NOC remediation database.

Developed system environment and network Visio diagrams of EA's Pogo, PS2, and PC game webserver and back-end service layer (BESL) network.

Cisco Systems in San Jose, CA: August 2001 to September 2003

Program Manager, Cisco Software Customer Programs

Delivered a worldwide System Engineering training program for Cisco IOS Life Cycle.

Led cross-functional teams to deliver customer-found software defect metrics to Cisco IOS Software Release Operations.

Wrote a communications plan to deliver customer-driven presentations, success stories, and survey results based on customer satisfaction with Cisco IOS software quality.

Built a web-based tool to automate the documentation review process between customer account teams, engineers, writers, product management, and service/support teams.

Implemented a Web CMS em3 iOn to deploy internal corporate websites to consolidate software testing and release engineering best practices, technical documentation, and training tools online resources.

Cisco Systems in San Jose, CA: August 1999 to August 2001

Lead Technical Writer, Cisco IOS Switching Services Technology

Led documentation and cross-functional teams to deliver Cisco Internet Operating System (IOS) documentation sets to Cisco.com.

Pioneered Cisco System’s first solution technical documentation team to deliver Integrated-Solution Guides (ISGs) on Cisco IOS NetFlow Services based on customer deployments at Boeing Aerospace, AOL, and Ohio State University.

Documented new technologies and software features in MPLS, QoS, NetFlow Accounting and SNMP Network Management, VLAN Routing, VPN Tunneling, L2 Forwarding, PPPoATM, AAA, Traffic Filtering and Firewalls, and IP Security and Encryption.

Wrote customer case studies, whitepapers, and deployment guides on enterprise, service provider, government agencies, and university network deployments.

Managed a consultation team of writers to develop online indexes, customer usability surveys, and to resolve more than 1,000 documentation errors in Cisco's defect detection tracking system (DDTS) backlog.

Real-Time Innovations (RTI) in Sunnyvale, CA: Sept. 1998 to August 1999

Technical Documentation Manager

Wrote hands-on tutorial guides for customer and field application training.

Managed relationship with print and localization vendors to deliver hardcopy manuals shipped with RTI software products and OEM partnership with Wind River Systems.

Collaborated with marketing communications team to write product technical white papers, product datasheets and brochures, application notes, and PR press releases.

Tandem/Hewlett Packard in Cupertino, CA: July 1998 to Sept. 1998

Information Designer Intern

Published application notes and installation guides for field applications engineers.

Developed a WinHelp system for the NonStop SQL/MXReference Manual, and the NonStop SQL/MX Programming Manual for C and COBOL.

Authored an internal process document for converting FrameMaker files to Robohelp.

Mapped content hierarchy to develop a new single source content management system using Documentum.

Stanford University in Palo Alto, CA: May 1997 to June 1998

Tennis Instructor

Taught students and faculty basic, intermediate, and advanced tennis instruction.

Organized and executed summer tennis clinic instruction programs for non-profit youth programs.

Volunteered at Stanford’s professional tennis tournaments. Trained and developed schedules for court officials, security teams, ball boys/girls, and sponsor vendors.

Oak Grove School District, San Jose, CA: August 1995 to January 1997

Cupertino School District, Cupertino, CA: January 1995 to June 1995

Santa Cruz School District, Santa Cruz, CA: Sept. 1993 to December 1994

Fifth Grade and Sixth Grade School Teacher

Documented an award-winning bilingual curriculum guide for fifth grade language arts and social studies, titled “Around the World.”

Collaborated with school administrators and teachers to develop a “New Teacher Handbook.”

Education and Professional Certifications:

Stanford University – Advanced Certified Project Manager Certificate: February 2017

San Jose State University – Technical Writing Certificate, January 1998

San Jose State University – Bilingual Cross-Cultural Language Acquisition Development (BCLAD) Teaching Credential, June 1996

University of California, Santa Cruz – B.A. in English, June 1995

Online Writing and Video Tutorial Samples:

At Blue Coat

Registering an iOS Mobile Device to the Blue Coat Cloud Service:

https://www.youtube.com/watch?v=i5ppARTYkNg&list=PLgX31ZoFHGa86QF17eAAANUQxbZjD7yI0&index=12

Configuring a Cisco ASA Device for Firewall/VPN Access to the Blue Coat Cloud Service:

https://www.youtube.com/watch?v=YOd2OYWnqkg&list=PLgX31ZoFHGa86QF17eAAANUQxbZjD7yI0&index=14

At Apple

Apple Remote Desktop help: http://help.apple.com/remotedesktop/mac/3.7/

Apple Remote Apple Configurator help: http://help.apple.com/configurator/mac/1.3/

Apple OS X Advanced Administrator help: http://help.apple.com/advancedserveradmin/mac/10.8/

At DELL SonicWALL

SonicWALL Secure Wireless Network Integrated Solutions Guide:

http://www.amazon.com/SonicWALL-Wireless-Network-Integrated-%20Solutions/dp/159*******/ref=sr_1_1?ie=UTF8&qid=131*******&sr=8-1%E2%80%A8

Elementary School Teacher/Non-Profit Community Volunteer:

I graduated from UCSC and SJSU with a bilingual CA teaching credential and taught sixth grade at elementary and middle schools. I have developed bilingual language arts thematic teaching curriculum guides for the Oak Grove School district in Santa Clara County. I continue to volunteer in several organizations from promoting clean water to local youth programs.

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