Kjy73@live.com
Objective
To obtain a position within that will allow me to contribute to the success of
the organization while continuing to challenge and enhance my skills and
abilities.
Summary of Experience
I have seven years of technical troubleshooting and four years of technical
writing experience. Most recently I have been creating and editing technical
content for the Support.Dell.Com Knowledge Base, Tech Support FAQ’s, E & A
Support, and the E & A FAQ’s pages. Along with creating technical content for
Dell Support 3, Dell Support infolets, creating Decision Trees for phone
technicians, converting/creating content for the Dell Solution Network Knowledge
Base, and assisting the Automated Response writers with category alignment and
content creation. I have built up exceptional problem solving, process
management, priority setting, and command skills while working as a technician
and technical writer at Dell.
Skill Sets
Software:
• Microsoft Windows Operating Systems
• MS Office products, HTML kit, Visio, Front Page, MS Project
• TeamTrack, Mtrack, Idrive, DellServ, STORM, Category Alignment tool for AR,
DSN Authoring tool, GTConsole,
Hardware: Common PC’s and peripherals in line with Dell offerings.
Awards:
STC Houston 2003 Competitions award of Distinguished for Dell Dimension 2350
Microsoft Windows XP Operating System Reinstallation Guide
Significant Achiever Q3FY05 and Q1FY06
Certifications: MCP Windows 2000 Professional, Dell BPI Yellow Belt certified
Work Experience
1998 – Present Dell Inc. Austin, TX
Global Online Content Project Manager Automated Support Tools
Manage incoming requests for content to be placed within Dell Support Center or
PCCheckup applications. Manage content resources to insure timely delivery of
content to customers. Manage reporting of status for content in creation cycle.
Manage reporting usage and usability, cost savings of content produced for Dell
Support Center and PCCheckup.
PG Technical Writer/Editor Analyst
Along with the regular duties listed above I have been tasked with the
following:
Backup editor for editing and publishing content created by team members, Team
lead for Software Reinstall Guide creation, Team lead for Operating System
contacts.
Accomplishments as a member of the CART Content team:
• Team lead for Vista/Longhorn preparedness.
• Team lead for OS and Dell installed apps, interfacing with extended teams as
projects require.
• Trained to author Dell Support 3 Infolets (Alerts) using the Gteko GTConsole
tool.
• Cross trained with Automated E-mail Response team members to assist with their
responsibilities of aligning categories appropriately to customer e-mail
questions and identifying content gaps within the existing e-mail responses.
• Team representative in PG Quality Extended Team. Responsibilities include
working closely to identify existing content needs for OS, possible update needs,
identify type of media to present information to customers such as KB, FAQ,
Decision Tree, Alert, Dell Support on the Box, Automated E-mail Response.
• Team lead for the Windows XP Service Pack 2 release. Organized content needs,
verified content needs, created content. Assisted CART engineer and lab
technician leads with Service Pack 2 testing.
• Lead the content creation effort for the Microsoft Windows XP Media Center
2004 & 2005 launches. Organized content needs, verified content needs, created
content, delegated Media Center authoring duties to other team members as needed.
Attended Microsoft training for Media Center. Assisted with testing of Media
Center, TVT cards, and the Media Center Extender for customer needs.
• Assisted with the creation of on the box Benz content for “How to Wireless”
solutions. This solution is now placed on portable systems with wireless
technologies.
• Assisted with the creation effort for Dell Media Experience launch. Organized
content needs, created content, assisted with testing of Dell Media Experience
for customer needs.
• Assisted in the creation of the Customer Care Software and Peripheral FAQ’s
page to answer customer’s non-technical questions about their software and
peripheral products purchased from Dell.
L2 CSD Specialist Technical Quality Mentor
During this time I was tasked to several job functions. I was assigned to a
pilot team to improve SDC Knowledge Base content. The team consisted of five
people. Much of the workload was shared and job functions overlapped. I held
positions to: Organize Current Knowledge, Design and Engineer templates and style
guides, Review/Edit Content, Publish Newly Created Content, Track spreadsheet for
articles each team member is working on, Verify that all team members kept up
with the current SLA for articles to be published.
L2 CSD Specialist, Technical Quality Auditor/Mentor
In charge of technical analysis of support personnel and processes consisting
of: Online Services, Resolution Assistance, Automated Call Distribution, Level 2
Support, and Out-Source Support Partners. Maintain a database of previously
evaluated issues. Research obtained from database results in direct feedback
provided for technicians on an individual or group basis (Mentoring). Data is
supplied to other segments of Dell Computer Corporation for analysis and
necessary action. Partner with global locations in effort to improve the quality
of calibration on policy and procedural issues as well as technical proficiencies
and knowledge.
Senior Hardware Technician
Areas of responsibilities included: To ensure the Dell Customer has the best
experience any one company can offer, assist as a team member in a group of
technicians, and take incoming calls from customers and solve their technical
issues in an efficient and caring manner.
Education
Current student University of Mary Hardin-Baylor, Belton, TX
Pursuing B.S. Organismal Biology with a minor in Life Earth Science
G.P.A. 3.8
Member of UMHB Biological Honor Society
Expected graduation date: 12/2011
A.A.S. Computer Information Systems/ Networking
McClennan Community College, Waco, TX 1998
Member of Phi Theta Kappa Honor Society. Graduated with high honors.
GPA: 3.8
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