Technical Writer, Trainer
Resume:
Dale Kampschroeder
Tigard, OR 97224
q2mzbg@r.postjobfree.com
SUMMARY OF QUALIFICATIONS
Technical Writing and Training Professional with diverse experience in Medical and Military products, engineering, supply chain, and manufacturing. Proven strengths in technical writing, training, leadership, project management, communication, organizational planning, handling simultaneous projects, and meeting deadlines.
* 10+ years of experience in Technical Writing, Technical Training, and Curriculum Development for ILT, CBT, and WBT training for both military and medical products
* Delivered courses both domestically and internationally, in classroom and On-Line formats Utilizing SCORM compliant LMS for e-Learning programs
* 3+ years of experience in Adobe Captivate / eLearning Suite, Flash, and Premier Pro video editing software
* A demonstrated knowledge of adult learning principles using the ADDIE learning model for course and instructional design
* Successfully developed and implemented technical writing polices and SOP process for a medical device company
* Managed both domestic and international resources and schedules for classroom and web training delivery
* Six Sigma Green Belt Certified in DMAIC, DFSS, and LEAN methodologies
* Service team lead for SAP training and corporate implementation and 3+ years application usage
* Highly skilled in communication, problem solving, and attention to detail
EXPERTISE
Technical Writing
Technical Manual Development
Web-Ex Training Delivery
Service Design Methodologies
Field Service / Customer Support
Quality Processes / Six Sigma
Manufacturing Operations
Reports / Presentations
e-Learning Development
HIPAA regulations
21 CFR Part 11, AAMI/ISO 13465
Training Needs Assessment
Classroom Training Delivery
CAPA process
EXPERIENCE
Technical Writer (Contract) 04/2012 - Present
Responsible for developing new service manuals for power generators produced in China. Reviewing and correcting existing exploded views and parts lists for all generator products. Creating new exploded views and parts lists for new generator products. Daily interfacing with our China team to discuss product manufacturing and quality control issues, and to synergize solutions. Developing extensive quality control documents to be used in the manufacturing process and quality assurance programs.
Welch Allyn Medical, Beaverton, OR
Technical Trainer 01/2007 - 12/2011
Responsible for development and delivery of electronic repair classroom training and e-Learning programs for all medical monitoring products, to both customer biomedical engineers and internal service personnel. Managing domestic and international schedules and resources for training delivery. Maintaining regulatory training compliance records for 100+ employees in the following departments: Service Engineering, Technical Support, Field Service, and Product Service.
* Developed the first e-Learning service repair training programs for Welch Allyn products. The courses were comprised of ten modules, including disassembly / reassembly videos, functional verification / calibration procedures, and course test. Courses were developed using the Adobe Captivate CS5, Adobe e-Learning suite, and Premier Pro for video editing.
* Produced ten classroom and e-Learning programs in-house, saving Welch Allyn over $60K per course in development costs.
* Created internal procedures for ordering classroom and on-line training courses.
* Generated over $100K per year in revenue for the training department.
Welch Allyn Medical, Beaverton, OR
Service Engineer 01/2004 - 01/2007
Responsible for NPD (New Product Development) and Sustaining projects to support service delivery and service repair of monitoring products. Provide escalation support for the "Technical Support Group" on customer product issues. Development and delivery of customer and internal service repair classroom training.
* Communicated the Service Engineering Team Objectives to other Welch Allyn departments interfacing with Service Engineering.
* Defined and mapped the service requirements, deliverables, and cost controls for assigned projects.
* Due to a device software problem, quickly developed a global plan to implement mandatory software updates on 17,000 medical devices without customers having to ship devices back to Welch Allyn service centers, saving the company over $1.2 million and improving customer satisfaction.
* Developed and implemented a service website to provide Welch Allyn Service Centers the appropriate product repair information and tools needed to support global customers.
GE Medical Systems, Waukesha, WI 04/2001 - 04/2003
Service Methods Design Engineer
Interface with the PET/CT R&D department to design and develop subsystem service strategies for new products and field replacement of obsolete legacy system components. Develop and maintain service manual content and technical bulletins. Create and maintain serviceability road maps for PET/CT systems. Define, measure, analyze, improve, and report on PET/CT service metrics. Work with the Quality team to improve product reliability.
* Created the first PET Service Documentation CD, giving PET field engineers better access to PET documentation, and reducing need for paper manuals with cost savings of $15K per year.
* Instituted the first Customer Documentation CD shipped with a system, reducing paper documents by 80% and cost savings of $20K per year.
* Proposed and implemented design improvements for the Source Loader (robotic arm) and T-ring subsystems used on the "Advance" and "Discovery LS" PET Scanners.
* Developed / Created new procedures and tools for field replacement of the PET "Advance" and "Discovery LS" T-Ring bearing improving the average system field repair time by four hours.
* Implemented a Six Sigma project to improve reliability and serviceability of the robotic arm used on PET systems, resulting in an initial 70% improvement in reliability and 80% cost savings for the service organization totaling over $100K per year.
* Delivered four more Six Sigma projects with a cost savings of $100K.
* Served as the Service Liaison on the PET Quality Team.
* Completed a major field service replacement procedure for a dual power supply design change. Thus, improving the reliability of the PET high voltage power subsystem by 40%, and reducing the service replacement cost by 50%.
Diasonics Ultrasound (merged with GE Medical), Santa Clara, CA 03/1997 - 04/2001
Product Specialist Engineer
Provide product support for Ultrasound customers and field service engineers worldwide, troubleshooting systems over the phone, and verification of software and hardware bugs. Interfaced with design engineers to find solutions for customer issues. Designed training curriculum and documentation for Ultrasound products and trained field service engineers, worldwide. Responsible for Call Center metrics and reports.
* Played a leadership role in a Six Sigma project that improved the On-Line Call Center live answer rate from 30% to 95% in six months, with an annual fiscal benefit of $47,000.
* Developed and implemented a parts matrix for converting Diasonics products into GE's parts system reducing ordering errors by 20%.
* Implemented Service strategies and procedures for the Gateway product design team reducing install time by 1 hour per system.
* Traveled to Sao Paulo Brazil to train field service engineers, improving their overall service metrics by 40% within the first six months.
* Lead the service team in moving an ultrasound manufacturing and service operation from Sydney, Australia to Santa Clara California. This included setting up a parallel manufacturing and service operation in Santa Clara during the move.
* Trained and mentored manufacturing team on two ultrasound products.
Diasonics Ultrasound, Dallas, TX 08/1995 - 03/1997
Ultrasound Repair Center Manager
Responsible for start up, management, and operation of a repair and configuration center for new ultrasound products. This included inventory management, international shipping/receiving, and configuration of customer orders. Development and implementation of Standard Operating Procedures and training of employees on supported ultrasound products.
* Successfully designed, implemented, and managed a new repair and product configuration center for ultrasound products.
* Created Standard Operating Procedures for repair center that complied with the company's manufacturing and service procedures.
* Developed ultrasound product training courses and trained over 100 field service engineers.
* A "Hands on Manager' with a "Sixth Sense" for streamlining operations, finding productive methods to achieve top performance, eliminating waste and reducing unnecessary expenses. Achieved the most efficient repair center with-in the company and with the highest customer satisfaction rating.
* Developed a 24-hour repair turnaround for the portable ultrasound system.
CERTIFICATIONS
IPC 7711 & 7721 Certified Trainer (RR-T 5456)
Aruba Certified Mobility Associate (ACMA)
Six Sigma Green Belt Certification
TRAINING
Welch Allyn Leadership 1
GE Program Leadership 1
SAP R/3 6.0
Center for Creative Leadership
Milwaukee School of Engineering - Administering Windows NT
Dale Carnegie
COMPUTER PROFICIENCIES
Microsoft Office Suite 2010 - Word, Excel, PowerPoint, Access, Project, SharePoint, Snag-It, and Visio
Adobe: e-Learning Suite 2.5 - (Captivate 5.5, Flash, Dreamweaver, Photoshop, Acrobat X Pro, Presenter7, and Audition) - Premier Pro 5.5 (video editing software)
Computer OS - UNIX, Windows XP, Win 7
PACS / DICOM experience
Computer Programming Languages
HTML, C++, BASIC, Power BASIC, Pascal, and COBAL
EDUCATION
Richland College, Dallas, TX
* Majored in Electrical Engineering.
* Coursework: Analog and Digital Electronics, Designs for Noise Reduction, Micro Processing Technology, Management, Pascal, and C ++ programming.
Electronics Institute, Kansas City, MO
* Majored in Electronics and Computer Science.
* Courses included: Analog and Digital Electronics, and Micro Processing Technology.
Southwest Missouri State, Springfield, MO
* Majored in Computer Programming.
* Courses included: COBOL, BASIC, Systems Analysis, Calculus, Chemistry, and Physics.
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