Technical Writing, Process Analysis & Design, Service Management

Roger Garcia

Phone: 503-***-**** • E-mail: ****.******@*****.***

Qualifications

Extensive successful experience in project management, training, curriculum development, training management, technical writing, service management, process analysis and documentation

Multiple years of designing and writing effective process documents such as: service procedures, department process manuals, and other documents such s knowledge base articles and bulletins.

Extensive experience with MS Office (including Word, Excel, Powerpoint, Access, Outlook, Project), Adobe Acrobat, Visio; gaining skill with Adobe FrameMaker, learning SolidWorks

Skills & Experience

Project Management

At Clarity, coordinated and implemented technical installation training package; certified support engineers throughout the company; coordinated new product installations across the country within project budget and timelines. Identified complete list of contracts and obligations from new acquisition, enabling billing and receipt of $70K of previously unbilled annual revenue.

As Customer Support Manager, created and led operation and development of IMS Customer Support Center (CSC), providing real-time technical support to customers and field engineers. Led team in developing CSC processes and mission. Developed and documented service planning processes for new products and for special escalation management. Partnered with product divisions to improve design for supportability.

Technical Writing

At multiple companies, developed and documented knowledge base articles, website articles and tools, service procedures, and process documents for use by company service providers and end-users.

As consultant, developed internal process documents and operational procedures and trained client managers and staff on how to develop and implement more efficient client processes, and the value of investing time initially in good documentation and processes to save time and work in the long run.

At IMS, created service training materials for newly acquired product line. Documented all processes, created consistent service procedures and enabled quick and efficient training of new employees, freeing up experienced staff for high-leverage needs.

As electronics course supervisor, developed, updated, and implemented curricula for three separate Navy electronics equipment maintenance courses.

Recognized and assessed need for expanded system-level curriculum to cover overall Navy fleet data-link communications; developed course and incorporated into school curriculum, improving Navy fleet operational readiness from 60% to 80% in this area.

Developed clear, usable process documentation, from system operations guides for employees to management process documents.

Developed and improved processes for new product introduction (NPI) projects.

At Credence, developed and implemented training materials and presentations, resulting in a product support team that was proficient in ROI modeling and presenting technical information. Team credibility led to product division engineering managers soliciting service team members’ input and including them as consultants in product development projects.

As consultant, created and documented a company metrology program manual for client to implement and administer regular calibration of test equipment and standards to ensure all measurements were traceable to primary standards at the National Institute for Standards and Technology (NIST).

As consultant, created and documented a Service Pricing and Policy Guide for client, enabling application of consistent services pricing and defining standard terms and conditions to be used everywhere within client’s business.

Process Documentation

At SawStop, moved service team from informal, unmeasured business processes to use of networked CRM tools, enabling clean measurement of service activity levels, capturing and updating of installed base information, and ability to repeat operational successes.

Led team in developing CSC processes and mission. Developed and documented service planning processes for new products and for special escalation management. Partnered with product divisions to improve design for supportability.

Process Analysis & Development

Developed clear, usable process documentation, from system operations guides for employees to management process documents.

Implemented full use of networked CRM tools to enable clean metrics of service activity levels. New metrics enabled optimal focus of key technical resources on high-leverage activities.

As Customer Services liaison to corporate NPI teams, developed and improved processes for new product introduction (NPI) projects.

Consulted with product marketing and engineering teams to drive improvements in reliability, and design for supportability.

Developed and documented service planning processes for new products and for special escalation management. Partnered with product divisions to improve design for supportability.

Employment History (~ last 10 years)

2008 – 2016 SawStop LLC • Tualatin, Oregon

2006 – 2007 Tanstaafl Group LLC • Tigard, Oregon

2005 – 2006 Clarity Visual Systems, Inc. • Wilsonville, Oregon

Education

University of Phoenix

Bachelor of Science, Business Management

US Navy

Instructor Training (IT) School: Curriculum development and delivery. Criterion Referenced Instructional methods.

Advanced Electronics Training (ET) Schools: Advanced electronics training in theory and practical maintenance of various radar, communications, sonar, and other electronics.

Naval Nuclear Power School: Nuclear reactor theory and operation, including grounding in advanced mathematics, nuclear physics, thermodynamics and fluid flow, and reactor systems theory and operation.

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