Friends of Kevin Newsletter

Subscribe to my newsletter to learn all of my best networking tips

Join Now

help wanted

Resume for John Wilkinson

John M. Wilkinson

50 Howe Street                              (978) 688-4741                                                                                 Methuen, MA   01844                     jwilk44@verizon.net                                                                                                                                           

 

SUMMARY OF QUALIFICATIONS

Experienced Operations Manager with strong achievement in project management, process improvement, data management, customer service and staff development skills.  Excellent communication and interpersonal effectiveness.  Successful in working with a variety of departments, global service providers, auditors and regulatory bodies.

 

TECHNICAL SKILLS

MICROSOFT OFFICE APPLICATION  PROJECT MANAGEMENT EMPLOYEE RETENTION

MUTUAL FUND ACCOUNTING                 BANK RECONCILIATION STAFF TRAINING &DEVELOPMENT

CONFLICT RESOLUTION SALES MANAGEMENT CALL CENTER MANAGEMENT

MULTICURRENCY SYSTEMS         CUSTOMER SERVICE INVENTORY MANAGEMENT

PRESENTATION SKILLS SYSTEMS CONVERSIONS PROCESS PLANNING &  IMPROVEMENT

MULTI-LEVEL COMMUNICATION FINANCIAL SERVICES EXPERIENCE 401K PROCESSING KNOWLEDGE

 

 ACCOMPLISHMENTS 

  • § Successfully managed the offshore migration of 25% of the 401k Research and Resolution Departments adjustment processing responsibilities to India resulting in significant organizational cost cutting.
  • § Implemented start up operations department for Baybank’s entrance into the Mutual Fund market where assets increased to over 1.25 billion dollars after one year.
    • § Implemented Operational efficiencies that increased Retail Branch profitability by 13% in 2009.
    • § Executed solutions that processed over 3000 Health Care claims daily through quality screening, problem resolution and reject streamlining to ensure more timely client funding.
    • § Established procedures for "E-Trade" operational processing for account opening and trade execution of investments.
    • § Implemented several associate recognition programs designed for improved moral and retention which resulted in 26% reduction in departmental turnover. 
    • § Successfully managed the relocation of the Putnam Investments Fund Accounting department from Braintree MA to Andover MA.       

EXPERIENCE

J P Morgan Chases – Client Service Advisor I (Contractor)                                                          2016 - Present

Provides telephone support to Merchants and Clients and performs account analysis and problem resolution using various systems/applications, analytical and critical thinking skills and personal level of service.

 

Dynamic Introductions – Events And Marketing Manager                                                            2015 - Present

Manage Office for  Marketing  of  professional  singles organization.

 

By Appointment Only – Team Manager                                                                                          2014 - 2015

Manage staff of Business Development Reps making outbound sales appointments.

 

Alliance Imaging - Call Center Manager (Contractor)                                                                       2012 - 2013

Oversaw handling of all incoming and outgoing calls related to the scheduling of medical imaging scans.

 

Bank of America - Branch Manager                                                                                                2011-2012

Managed branch associates on customer service, regulatory compliance, cash reconciliation and sales within a professional environment.

 

Beacon Health Strategies - Claims Manager (Contrac                                                                    2009 - 2010

Managed staff of claims processors and customer service associates on the timely processing of Health Care claims.

 

Patterson Dental - Operations                                                                                                   2008 - 2009

Supervised branch operation designed on the sales, service, installation of Dental equipment and goods.

 

Bonin Appraisal Services - Business Manager/Appr                                                                     2005 - 2007

Effectively managed the marketing, research and formulation of single family real estate market appraisals.

 

Fidelity Investments - Research and Resolution Manager                                                             2005

Managed staff of 4 supervisors and 25 associate level clerks in the research and resolution of processing errors found in customers’ defined contribution investments.

FT Interactive Data -Data Production Manager                                                                               2000-2004

Supervised a 24/7 operation overseeing the data capture and validation of global financial data.

 

  EDUCATION

Associates Degree Business Management -Quincy College, Quincy MA.

 

 Professional Development

Management related training and development seminars:

  • Communication with Diplomacy and Professionalism
  • Addressing Unacceptable Behavior Effectively 

 

Resume for Kenneth Williams

KENNETH E. WILLIAMS

Merrimack NH 03054

KenWilliamsPhotogr@gmail.com                              603-377-0366                   www.linkedin.com/in/kennethwilliams

 

SENIOR PRODUCT MANAGER

  • Successful in driving new product innovation through definition, development, integration, roll-out, field support and product management of award winning solutions.
  • Serve as evangelist providing strategic thinking and Subject Matter Expertise to Executive Management.
  • Establishes the vision, launches the project and manages lifecycle “cradle-to-grave”
  • Experienced in multinational corporate environments,  productively working with cross-cultural product development centers globally.  Excellent rapport with engineering and collaborative project teams.
  • Solid international experience in field, marketing, support and R&D positions. 
  • Winner of many awards for excellence and US Air Force Auxiliary awards for outstanding performance.

PROFESSIONAL EXPERIENCE

Schneider Electric, Andover, Mass.

Senior Offer Marketing Specialist (Sr. Product Manager & Agile Product Owner roles)                                              2011 - 2015

Defined, brought to market, and communicated new technologies to Sales, Support and customers.  Represented the voice of the customer with Agile user stories and product requirements. Drove visions into winning value propositions for new product creation and product enhancements. Built strong business cases (including pricing strategies and return-on-investment analysis) and planned platform roadmap.  Defined product acceptance criteria and prioritized development backlog. Advised development team on implementation questions. Ensured team was well prepared for product demonstrations and sales through distributor channels on a global basis.

  • Hardware/firmware products defined and managed include network bridges, Industrial Automation Ethernet modules (IoT), Ethernet switches and accessories.  Defined, specified and launched the award winning Ethernet M580 Industrial Programmable Logic Controllers with cyber security.  Ensured products ambitiously designed to exceed the current regulations, safety and agency standards.
  • Software products defined include PC network drivers and Network Management tools. Ensured integration with global engineering configuration tool for controllers. Web page design and ergonomics.
  • Situation, Action, Response included early stage business development of new network management product.  Created demo video, analyzed New York City Transit's Subway network needs and demonstrated measurement & monitoring solution and applied it to their business.  Sold two site licenses the same day!
  • Areas of contribution include corporate stage gate standards, requirements management, work practices, ethics and training requirements.  Network design strategy for Building Automation division. The National winner of Schneider's ‘People Who Make a Difference Award’.

Schneider Automation, North Andover, Mass.

Senior Product Marketing Manager                                                                                                                        1994 - 2011

  • Grew worldwide revenue stream to $25M; instrumental in bringing the world's first embedded PLC web server (pioneering IoT) to market.  Developed and executed marketing plans, created Product Requirements Documents,  produced financial/sales projections and forecasts and set pricing/license policies.  Internal champion and external evangelist.

Ken Williams                          Kenwilliamsphotogr@gmail.com                      603-377-0366                      Page 2 of 2

  • Set product strategy.  Conducted strategic negotiations with French, German and USA Marketing and Engineering organizations to rationalize product lines into a coherent global communications strategy.  Analyzed and then directed strategy to employ Ethernet and Internet based technologies as an alternative to current proprietary networks and costly fieldbus wars.
  • Reduced time to market.  Utilized third party developers and manufacturers to ensure timely delivery of urgently needed network products.  Found and helped qualify vendors, wrote RFQs, defined specifications, negotiated OEM arrangements, and reviewed & approved Statements of Work and Terms & Conditions.  Successfully maintained long term relationships with vendors.
  • Drove new product launches.  Presented new products and strategies to customer and global sales force at regional rollout tours, trade shows, sales offices and at customer sites.  Developed marketing collateral including presentations, Press Releases, data sheets, brochures and web site material.

 

ADDITIONAL RELATED EXPERIENCE

Agile Product Owner at TSSG, Technical Skills Share Group, Acton, MA

  • Develop mobile, web and data analytics applications using  Agile/Scrum project management tools.
  • Product Owner - manage requirements and technical review for the Android Sleep Analyzer project team.
  • Project skills used include - Agile/Scrum, User Stories and EEG data acquisition.

 

Networking Product Manager, Imagine LAN, Inc., Nashua, NH

  • Launched PC Networking and Configuration solutions with successful outcome.
  • Formulated press releases, advertisements and major trade show appearances.
  • Defined product positioning and pricing.

 

Networking Applications Engineer in the Commercial and Manufacturing Application Group, and Principal Software Engineer in R&D Multivendor Integration Comms Development, Wang Laboratories, Lowell, MA.

  • Developed, integrated and bench-marked a showcase RJ Reynolds PC LAN Imaging solution.  Sale valued at $1.5 million with annual savings of $1.6 Million
  • Managed R&D technical support and consultancy group
  • Planned, executed and supported R&D, USAF and Department of State pilot network installations

 

EDUCATION and PROFESSIONAL DEVELOPMENT

·         

BS Degree with Honors, Computer Science, University of South Wales, UK

·         

Numerous corporate training programs

·         

Intermediate conversational French

 

VOLUNTEER WORK

  • Serving as Major in the US Air Force Auxiliary, Nashua NH – Airborne Search and Rescue
  • Event Photographer at The Jericho Road Project, Lawrence, MA
  • Lead Photographer and organizer at New England Parkinson's Ride, NH & ME
  • Event Photographer at Merrimack Chamber of Commerce, Merrimack, NH

 

 

 

AWARDS

 

  • National Commander's Commendation Award for Outstanding Performance - Civil Air Patrol 2013
  • Commander's Commendation Award for Outstanding Performance - NH Wing Cmdr, USAF Aux - 2014
  • Achievement Award for Outstanding Performance - NH Wing Commander, USAF Aux - Civil Air Patrol 2012
  • Professional Development Officer of the Year - NH Wing Commander, USAF Aux - Civil Air Patrol 2014
  • National 'People Who Make a Difference' Award winner & Top Annual Alliance Award winner, Schneider Electric North America 2011 

Resume for Christopher Chesna

Christopher J. Chesna
39B Boyd Road

Hudson, NH 03051
Tel. (978) 987-4249

                                           

PROFESSIONAL EXPERIENCE

 

 

Jan 2016 to Sep 2016:

Mevion Medical Systems / Littleton, MA 01460

 

TITLE: Import Export Manger

 

  • Prepare and process import/export documentation according to regulations. Detailed

understanding and working knowledge of the federal regulatory requirements in the areas

of U.S. export compliance and documentation, including, but not limited to Export

Administration Regulations (EAR).

  • With Mevion Regulatory Affairs, participate in development of global import/export strategies. Serves as a point of contact and authority for internal and external inquiries concerning global trade or customs compliance.  
  • Provide export compliance guidance and support to all business areas. Interface with RAQA,  Global Services, Installation teams, and distributors regarding logistics and compliance related matters. Complete all application paperwork for export and import licenses.
  • Track and trace shipments, research and resolve any issues regarding billing or shipping discrepancies, communicate timely correspondence back to both customers and vendors.
  • Monitor and trace the location of company equipment and material. Confer with officials in various agencies to facilitate clearance of goods through customs and/or quarantine.
  • Provide advice on transportation options for company equipment or material.
  • Responsible for creation of shipping documents and labeling required to ship hazardous and/or radioactive material.

•     Responsible for filing in the Automated Export Systems (AES).

•     Reverse Logistics: Manage and coordinate with Global Services, Mevion Medical

Systems customers or Distributors end-to-end aspects associated with the international

Repairs Operations process; work closely with Supply Chain and Global Service organization to properly manage the depot inventory, including but not limited to inventory accuracy, inventory stocking levels, revision control and replenishment strategies. 

  • Based on direction from Global Services organization and Operations Project Management prioritize deliveries to Mevion Medical Systems international distributors

and customers.

  • Collaborate and build relationships with carriers and agent representatives regarding air,

ocean, import, and export products to strengthen service competitiveness.

  • Perform ongoing analysis to track freight trends and provide recommendations for improvements.
  • Review current internal business processes impacting transportation costs; make

recommendations for improvement.

  • Ensure carrier compliance with company policies or procedures for product transit or delivery.
  • Detailed understanding and working knowledge of INCOTERMS.
  • Working closely with Mevion Regulatory Affairs, monitor changes in import/export laws or regulations and modify Mevion Medical Systems process and procedures accordingly.
  • Advise on import/export restrictions, requirements or other customs-related matters.
  • Continuously review/ validate HTS classifications that are utilized by Mevion Medical

Systems Customers and Distributors around the world. Initiate costs savings and duty

reductions through participation in Free Trade Agreements, Duty Drawbacks and other

eligible trade programs.

  • Working with Regulatory Affairs, draft and maintain company Export Compliance

Manual to reflect current changes in Export Reform and how it impacts Mevion Medical

Systems. Perform export compliance training for company personnel (one-on-one, group

  • or dept.).

 

Aug 2014 to Jan 2016:

QSA Global, Inc. / Burlington, MA 01803

 

TITLE: International Logistics Lead

 

  • Ensure company complies with EAR, HTSUS and CBP regulations
  • Classify products and confirm country of origin / manufacture
  • Schedule, prepare, track exports of radioactive material within EAR, NRC guidelines worldwide
  • Maintain metrics on shipment status, import licenses, returned containers
  • Maintain certification and knowledge base of Dangerous Goods Regulations by all modes of transport
  • Work in high-security radiation areas safely under authority of NRC/national background clearance levels

 

July 2013 – Aug 2014:

PHT Corporation / Charlestown, MA 02129

 

TITLE: Trade Compliance and Logistics Manager

 

  • Comply with US EAR upon export from USA
  • Classify product with emphasis in software via ECCN, CCATS
  • Compliant importation of products into foreign countries, dealing effectively with foreign Customs regimes.
  • Keep current on US and Foreign import and export requirements pertaining to PHT’s products, ensuring compliance with the USCBP and 19 CFR
  • Review products for export, ensuring that all end users are screened against the US DPL and that no shipments are sent to embargoed destinations
  • Build and operate PHT Reverse Logistics, ensuring all devices are returned to PHT upon completing of each project
  • Participate in RFQ (request for quotation) with carriers and logistics vendors
  • Interpret laws, rules and regulations regarding shipping; apply for and maintain necessary certifications and licenses for import/export control
  • Serve as the subject matter expert on Import, Export and Trade Compliance Issues
  • Interface effectively with Client Services to understand the unique logistics requirements for each study and build a delivery plan accordingly
  • Supply Chain design
  • Training of Logistics and non-Logistics personnel of 2 direct reports and 21 indirect reports

 

May 2010 – July 2013:                   

Doble Engineering Co. / Watertown, MA 02472

 

TITLE: Traffic Supervisor, Worldwide Headquarters                                                                                                                                       

  • Review new sales purchase orders, contracts, commercial documents from direct clients and representative offices worldwide
  • Conduct restricted parties screening on all parties related to import / export transactions
  • Apply for and maintain Department of Commerce BIS export licenses as needed
  • Initiated RMA process and product valuation and depreciation method for company
  • Work with forwarders, Customs brokers to negotiate rates, maintain relationships and ensure seamless transactions for transportation of equipment worldwide
  • Write and implement ISO-standardized programs for the processing of new sales orders, demo-to-sales transactions and work flow processes for the order process and compliance of international sales
  • Define payment methods, obtain credit approval from CFO, process letters of credit.  
  • Perform AES Direct EEI submissions and provide in-house training to staff
  • Arrange transportation of import and export shipments for all international traffic, preparing all export documentation up to and including performance bonds, letters of credit, manufacturer affidavits, powers of attorney.
  • Maintain current training and knowledge base of export / import compliance.
  • Perform performance reviews of direct reports, provide training and professional incentives and feedback for development.
  • Attend weekly backlog sales order meetings and provide global director of operations with order status for all international sales orders.
  • Meet weekly with global director of operations to review and resolve compliance issues, import and export
  • Meet weekly with global director of operations and purchasing manager for implementation of SEC Conflict Minerals compliance and determination

 

 

 

 

                 

June 2007 – May 2010                                                                                                                             

Kintetsu World Express U.S.A. /  Stoneham, MA 02180

TITLE: Export Operations Manager

  • Successfully and continually train and delegate general and specialized tasks and assignments to an export operations staff of 14, warehouse staff of 3 reports (via collective bargaining agreement)
  • Increase profit margins to select European and Asian lane segments by introducing shipper pre-built/unitized cargo program. Overall yield increase of over 100% to Europe, and 55% to Asia.
  • Effectively reduce trucking costs by 15% via initiating use of truck vendor partners with whom I have a strong rapport and relationships
  • Reduce ocean freight inland fees by 10-15%  and remove container stuffing costs by providing these services  utilizing  in-house warehouse personnel and loyal trucking vendor partners
  • Establish incentive programs to warehouse and office staff based on overall performance, accuracy and consistency. 

 

Sep 2004 - May 2007:                                
Walker International Transportation, LLC / Woburn, MA 01801
 
TITLE: Branch Manager / independent contracted representative (Dec 2005-May2007)

  • Control the daily operations of a satellite office for an international freight forwarder Responsible for bringing on and maintaining new clients, all aspects of customer service, sales, operations, accounting, including domestic, export, import, air and ocean. Key account manager for Raytheon Company U.S.A.
  • Key contact for TSA. Implement and maintain cargo security program. Meet and ensure compliance per the regulations of several government entities, including but not limited to, TSA, DOT, DOC, BIS, IATA, ICAO, DOS, ITAR, EAR, USCBP. Dangerous goods specialist

 

Dec 2003 - May 2008:
Billerica Emergency Management Police / Billerica, MA 01821

 
TITLE: Patrol Officer/Special Response Team Member/Field Training Officer
 

  • Patrol of town properties, traffic control, emergency response. Serve to provide protection of life, property and public safety
  • Maintain certification in required training curricula as required by MA and federal law

 

 

 

 

EDUCATION

 

September 2016- GTTS, USA -  IATA Dangerous Goods by Air, Radioactive Materials by Air Revalidation

 

March 2016- Trans-Pacific Partnership Agreement   -  Compliance2Go (webinar)

 

March 2016- Complying with New Sanctions Against China’s ZTE  -  Massachusetts Export Center (webinar)

 

January 2016- Business Management Training  -  Mevion Medical Systems (total of 156 in-house, structured training courses)

 

September 2014: GTTS, USA – IATA Dangerous Goods by Air, IMDG, DOT, Radioactive Materials

 

January 2013-March 2013: U.S. Customs Brokers Exam Prep Course  /  Law Offices of Paula M. Connelly

 

December 2012: Classification and Valuation  /  Law Offices of Paula M. Connelly

 

November 2012: Country of Origin Determination  /  Law Offices of Paula M. Connelly

 

June 2012: US-Korea Free Trade Agreement  -  Law Offices of Paula M. Connelly

 

May 2012: Origin Determination in International Trade  -  Massachusetts Export Center

 

April 2011 – July 2011: NASBITE Certified Global Business Professional (CGBP) Series

Massachusetts Export Center

 

Jan 2009 – Dec 2009: Berklee College of Music Boston, MA  -  College Diploma in Bass Performance

 

June 2007-June 2013: Cargo Consortium, Transportation Security Administration Logan Int’l Airport

Attendance 10-12 times yearly as held by Inspector Richard Andrade, TSA Boston Team. Updated information and training meetings in air cargo security, program requirements, regulations, and changes to the Indirect Air Carriers’ Standard Security Program (IACSSP).

 

May 2004: Instructor, Export Control seminar, Massachusetts Export Center

Served as instructor for Export Control seminar held at Middlesex Community College. Course emphasized export compliance and classification.  

 

Sep 1990 - June 1992: University of Massachusetts Lowell, MA
 MAJOR:  Music Business

COURSES COMPLETED: College Writing I, II / Pre-Calculus / Ethics in Business / Accounting

 

REFERENCES

Kimberly Federico: vendor partner (sales manager for Virgin Atlantic Air, ForwardAir)   
YEARS KNOWN: 25

Tel. (617) 835-2349

 

Jason Kablesh: past co-worker, dangerous goods and international finance specialist
YEARS KNOWN: 17
Tel. (781) 593-8838

 

 

 

ACTIVITIES / AFFILIATIONS

Professional Bass Player, working in theatre, stage, and studio

Jan 2005 - May 2007: Air Cargo Club of New England   East Boston, MA
Board of Directors Member

Dec  1994 – May 2008: Massachusetts Criminal Justice Training Council
Reserve Police Officer

 

 

      OTHER CERTIFICATIONS and TRAINING:

 

AES Compliance & Export Control Reform

Affirmative Action for Managers

Forklift Operations Safety Training
IATA Dangerous Goods by Air, IMDG, DOT,

IATA Radioactive Materials by Air
International Traffic in Arms Regulations
Export Administration Regulations
ISO 9000 Internal Auditor
Automated Export System

AES Direct

Bureau of Industry and Security SNAP-R Online Registration
Certified First Responder; including AED and childbirth  
Emergency Responder to Terrorism
TSA IACSSP   

Korea-U.S. Free Trade Agreement

Product Classification and Valuation

Resume for Robert Saunders

26 Mill Pond Robert M. Saunders H: 978-208-8595

North Andover, MA 01845 robsaund612@gmail.com C: 617-962-5675

 

SUMMARY 

Executive with Sales, Marketing and New Business Development experience with a proven track record of selling innovative services/solutions. Made a successful transition from a sales role in the printing industry to a similar, yet brand new role in the senior living industry. Excited to continue that development and growth in my new career. 

EXPERTISE 

Proven success selling Independent Living, Assisted Living and Memory Care services.

·

Ability to meet and exceed monthly/quarterly/annual sales goals

·

Community occupancy has improved by 5 percentage points over the last quarter

·

Wellspring Village improved 75% occupancy to 100% occupancy during that same period

·

Recognized for my ability to work well independently, as well as in our community team setting

·

Embrace all aspects of the Brightview sales process and culture

·

Excellent listening and communication skills, both critical components to achieving success in my current role

·

Focus on customer service and customer satisfaction and achieving occupancy and financial targets

·

Skilled public speaker

·

Understanding of business finances; P&L, Budgets, Commission plans etc.

·

Knowledge and experience with YARDI system 

Enjoyed a successful career in the Publishing industry and developed skill-sets and transferable skills that will continue to aid me in the development of my new career

·

Managed sales force for $20MM sales acquired Editorial, Design and Production group

·

Lead and implemented business unit sales strategy for digital print services.

·

Developed and sold SaaS custom publishing application

·        

Grew revenue across multiple, networked facilities to $15 million in 2 years.

·         

Participated on team that successfully developed and sold POD solution to 2 major book publishing clients.

·        

Maintained sales volume while reducing expense by 30% after restructuring acquired sales force.

·

Grew digital services sector from $3.8 million to $5+ million annual sales. 

·

Developed successful relationship with new client; took sales from zero to $2 million annually and #1 account.

·

Delivered $1+ million incremental revenue via new service offerings. 

·

Earned award for exceptional sales performance.

  

                                                                     PROFESSIONAL EXPERIENCE 

BRIGHTVIEW SENIOR LIVING, Country Club Heights, Woburn, MA                         September 2015 – August 2016

Community Sales Director

·        

Serve as the “sales leader” of Country Club Heights, a 107 apartment community offering Independent, Assisted and Memory Care options to current and potential residents

·        

The CSD position is a competitive, direct sales role; responsible for all aspects of customer realtionships throughout the sales cycle.

·        

Through my own efforts and with the support of my Director team, CCH has averaged a move in per week over the last quarter

·        

Collaboratively lead departmental Directors to insure all aspects of community life, (care, dining, programming, plant operations), are consistently best in class

·        

Manage, record and maintain customer relationship information in YARDI system

·        

Responsible for leading all personal visits to the community by prospective residents/family members

·        

Conduct in-depth discovery interview to better understand the physical, cognitive and financial suitability of prospective resident.

·        

Take an active role in planning and implementing on-site events for the public and visiting professionals.

·        

Understand the competitive landscape by visiting other communities and gathering information on their fees and services.

·        

Assist in the development of the marketing and business plan for the community

 

 

CENVEO PUBLISHING SERVICES, BostonMA                                                                                                    2013- 2015

Selling Sales Manager

·              

Managed 2 man sales team focused on Book, Legal, Directory verticals. Sold $8+ million in 2014.

·              

Worked with major international STM/Journal publisher to renew $20 million print contract and new Warehouse & Distribution contract.

·              

Sold 3 year, $6 million contract to provide marketing collateral print and mailing services to major international publisher

·              

Sold XML-first composition and conversion services to new Professional publishing client.

 

 

QUADGRAPHICS, Boston, MA                                                                                                                              2012- 2013

Sales Representative

·              

Responsible for selling Commercial & Specialty print services, including packaging, POS and digital print in the Eastern Region.

·              

Focused on BioTech, Health, Technology and Financial verticals. Selling traditional print, integrated media solutions and data driven web to print services. 

 

R.R. DONNELLEY & SONS, Boston, MA                                                                                                                  1995-2012

Director of Sales, Digital Services, 1999-2012

·     

Directed $15+ million pre-media services business unit; created and implemented strategies for digital and cross-media sales.

·     

Launched hybrid domestic/offshore business serving the Education and Trade Publishing markets.

·     

Managed sales of $15M digital print, Inventory Replenishment and Ultra Short run POD Solution.

·     

Monitored competitive landscape for latest data on price and capabilities.

·     

Interfaced effectively with C-level executives at client companies to provide consultative business solutions.

·     

Worked with Operations, Marketing, Manufacturing and Customer Service to assure superior quality and deliverables.

 

Senior Sales Representative, Electronic Services, 1995-1998

·     

One of 1st in company to sell new prepress and digital services, complementing traditional print/bind core business.

·     

Secured new accounts in New York, Boston, Chicago and California.  Achieved $655K year 1, then doubled year 2.

 

Up to 1995 Sales and Sales Manager in electronic prepress selling to book, catalog, direct mail and commercial markets in the Boston/New York area, also Chicago and West Coast.

 

INDUSTRY ASSOCIATIONS 

Bookbuilders of Boston, Board of Directors, 2014 to 2015                                 

  

EDUCATION

B.A., History, Bristol University, England

Certificate, New Product Development Management, Executive Program, Kellogg Graduate School of Management, 2002

Resume for Steve Webster

Steve Webster

16 Brown Road Raymond, NH  03077                                                                                   603.303.8337

www.linkedin.com/in/stevewebster5                                    firmwarestevewebster@gmail.com

 

Summary

Firmware Engineer known for improving products with extensive knowledge and experience in multitasking firmware development on embedded real-time operating systems, including Board Support Package development and Ethernet network protocols. Quick learner with high level of emotional intelligence. Team player good at problem identification and resolution. Familiar with all levels of software developments, including low level hardware interface, BSP design, implementation and test, middle level application, protocol development, VxWorks RTOS, tasks, semaphore, interrupt and Queues. Strong communication and collaboration skills.  Developed a firmware patent to allow hysteresis for input data, this shows I have innovation skills.

Technical Skills

·        

C / C++, Assembly, Familiar with Perl             

·        

IAR Embedded Workbench, VxWorks’ tornado  VxWorks

·        

ClearCase, familiar with git and Agile process    

·        

Freescale’s i.Mx 6Q, SPEAr600 Dual, ARM9, and, PowerPC MPC860, MPC870, 8051 micro-controller, Philips 87C58X2BA, Zilog, intel 186 and 386

·        

Real Time Clock, General Purpose Input / Output GPIO, General Purpose Interface Bus, Analog-to-Digital Converter , Periodic Timer, Watchdog Timer, Universal Asynchronous Receiver Transmitter UART, Direct Memory Access

·        

Ethernet TCP/IP, UDP, SMTP,SNMP, SNTP, RTPS

·        

Modbus, CAN, CANopen .Control and Information Protocols including Ethernet TCP/IP,

      input/output modbus scanner, ATI bus protocol

·        

JTAG, Wind River Probe, in circuit emulators

·        

WireShark for Ethernet trace

 

Professional Experience

 

SCHNEIDER ELECTRIC, North Andover, MA

Principle Firmware Engineer                                                                                      2012 to 2016

·        

Generated additional revenue in form of 2nd product line change request from customer by impressing customer with fast switch-over of redundant systems HSBY project, while keeping running process unchanged.

·        

Enhanced products by migrating components to new M580 family line, including LED Manager, SNMP, Host Interface, IO scanner, TCP user Modbus server and client Global data and Modbus messaging.

·        

Kept customers satisfied by resolving complaints on existing products in embedded real-time OS, VxWorks, using C / C++ on PowerPC MPC860 and MPC870.

·        

Avoided unexpected results in released product, through code review and clean up Uninitialized variables, buffered over runs, eliminated unexpected inputs from parameters and nulled pointers

·        

Identified and fixed issues that surfaced during pre-ODVA testing, saving $5K – $7K and allowing for 1st-time passing of ODVA test, by using ethernet CIP protocol.

Steve Webster          603-303-8337          firmwarestevewebster@gmail.com          Page 2

 

Senior Firmware Engineer                                                                                         2001 to 2012

·        

Enabled design team to get back on schedule by bringing new ideas to Twido product family with diagnostic code that guaranteed restart of product with no loss of control.

·        

Saved money by using common part for all I/O devices on CanOpen I/O modules Automation Island. Same image of firmware was used in all I/O modules, devices were better than previous product and only 1 image was required.

·        

Improved company’s reputation and increased revenue by bringing customer needs to life with customized I/O modules discrete input, discrete output, combination input and output, analog input, analog output, AC input modules, AC output modules, push button with keypad and LED’s.

 

Firmware Engineer                                                                                                     1990 to 2001

Wrote test plans and scripts for testing product and created application programs that verified user functionality. Identified hundreds of issues on product with detailed test scripts that allowed company to release high-quality product.

 

Education

College Credits Liberal Arts, Fitchburg State University, Fitchburg, MA

College Credits Liberal Arts, Northern Essex Community College, Haverhill, MA

College Credits Computer courses, University Of Massachusetts at Lowell, Lowell, MA

 

US Patents

·        

6,738,441, Method and device for filtering input singles

·        

US8510402B2, Management of redundant addresses in standby system

·        

6,448,920, System and method of converting analog values to and from real word values

·        

6,446,102, Method and device for device for high speed scale conversion

 

·        

70,51,143, Method, system and program for the transmission of modbus messages between networks

Resume for Charles Beaudette

Charles Beaudette

26 Allen St.

 Sandown, NH

207-752-0152

charlie_beaudette@comcast.net

Summary

 

I began my professional journey as an HVAC mechanic.  I maintained the building systems of a 465,000 square foot multi building, multi tenant campus at The Andover Tech Center.  My customer service and problem solving abilities were quickly recognized, and I was given an opportunity to prove my skills in a management role.  I have been passionate about providing quality service to every company I worked for as well as the people I serve.  I enjoy going to work and make the best of each day.  While at Ferncroft Corporate Center, a 300,000 square foot multi tenant building I reduced the buildings electric consumption by 40% monthly and maintained the reduction even during an increase in building occupancy.  I also reduced Ferncroft Corporate Centers hot and cold calls by 80%.  I increased tenant confidence in the building management’s ability to run the facility which caused tenant retention and an increased property value.  I'm looking forward to my next employment adventure.

 

Areas of Expertise

 

·        

Multiple building facilities management, maintenance and customer relations

·        

Operational & capital budget control.

·        

Project Management, Contracts Management, Vendor Management, Purchasing.

·        

Environmental Health & Safety, Emergency Preparedness, Fire Life Safety

·        

Planning, coordinating and supervising day to day operations of maintenance staff, performance appraisals.

·        

Operational cost reduction in energy usage, trash removal, predictive and preventative maintenance, & grounds care.

·        

Working knowledge in HVAC, electrical, plumbing, energy management systems.

·        

MS Office, Angus, Apogee, Web control and Yardi’s invoice platform.

 

Work History

 

EMCOR Facilities Services

    Chief Engineer 2015 to 2016

·        

Chief engineer of 3 properties totaling 125,000 square feet for Express Scripts.  Properties located in Byfield, MA (Freedom Fertility), Marlborough, MA (Accredo), and Troy, NY (ESI Call center).  Responsibilities include daily facilities operation, repair and routine preventive maintenance of HVAC and refrigeration equipment.  Management of maintenance staff, assuring payroll is accurate and submitted on time.  Assigning work orders as needed.  Additional duties as required.

    The Davis Companies, Boston, Massachusetts

    Operations Manager – 2011 to 2014

·        

Manage the facility operations of a 300K 10 story office building and 4 story parking garage on a 17 acre site in Middleton, Massachusetts.

    Cushman & Wakefield, Boston, Massachusetts

    Building Manager – 2009 - 2011

·        

Managed the facility operations of a 300K 10 story office multi tenant building and 4 story parking garage on a 17 acre site in Middleton, Massachusetts. 

·        

Managed the facility operations of a 290K multi-building, multi tenant office building on  a 12 acre site in Danvers, Massachusetts.

    Stonewall Kitchen, York, Maine

    Facility Coordinator - 2008 - 2009

·        

Facility Coordinator for the maintenance department at Stonewall Kitchen's 55,000 square foot corporate headquarters in York, Maine.

    CB Richard Ellis, Chelmsford, Massachusetts

    Facilities Manager - 2004 - 2007

·        

Provide Facility Management for Avaya's Northeast portfolio consisting of 45 locations with a total of 245,000 square feet, including the critical research and development facility in Chelmsford, Massachusetts.

    CB Richard Ellis, Maine

    Facilities Manager - 1995 - 2004

·        

Facilities management for Fleet Bank Maine (Currently Bank of America) portfolio of 107 properties totaling 700,000 sq. ft.

    RM Bradley, Andover, Massachusetts

    Park Superintendent/HVAC Mechanic - 1988 - 1995

·        

The Andover Tech Center a first-class office park consisting of four buildings with 465,000 sq. ft. of rentable multi-tenant office space on a 28-acre campus setting.

 

 

Military Service - US Navy

Resume for Sandra Larocque

Sandra E. Larocque

16 Canterbury Forest, Plaistow NH 03865

Phone: 603-382-6129  

 

 

Objective

To continue my career with an organization that will utilize my LEADERSHIP, PERSONAL COACHING, PUBLIC SPEAKING & ADMINISTRATIVE skills to benefit mutual growth and success.

 

Work Experience

 

Ambit Energy – Independent Consultant                                                                               May 2016 - Present

Prospecting, Marketing, Sales, Recruitment and Training of Team Leaders.

 

Loan Max, LLC: Store Manager                                                                               February 2012 to  June 2016

Business Administration, Marketing, Sales, Collections, Financial Reports,   

Bank Transactions, Recruitment and Training of staff for other locations.

 

Credit Collection Services – Team Leader                                                            October 2010 - February 2012

Inbound call center for National Grid Electric & Gas

 

United States Census 2010 – Enumerator                                                                April 2010 – August 2010

Collection and Reporting of Information to facilitate the generation

of government Census reports.

           

Family Reiki, LLC:  Reiki Therapist, Reiki Master- Instructor                                            April 2003 – January 2010                

Marketing, Budgeting, Event Facilitation, Scheduling, Business Administration,

Corporate Massage, Event Chair Massage, Workplace Wellness Programs.

 

Ocasio’s Martial Arts: Program Director, Instructor                                       July 2005 – November 2009

Marketing, Student Recruitment & Retention, Training staff, Financial Reports,

Manage of Pro Shop, Event Facilitation, Teaching classes as needed.

 

United States Postal Service - Rural Carrier & Clerk                                                                         1995 – 2007

Unloading Trucks, Sorting According to Postal Regulations, General Office,

Delivery to Routes or PO Box, Special Deliveries, Cashier, Inventory/Stocking.   

 

Specialized Training

 

Napoleon Hill Think & Grow Rich Mastermind                             Anthony Robbins Unleash the Power Within

Toastmasters International                                                         G.K.I.C Dan Kennedy Marketing

 

3rd Degree -Black Belt Martial Artist                                            Psychic Development Coach

Resume for Dyan Parker

Dyan Parker

Office Manager

295 Stonebridge Drive   Nashua, NH  03063

603-560-3339

AngelDyan@msn.com

 

 

OBJECTIVE

 

To serve as your results-oriented, high-energy, hands-on Office Manager where I can maximize my talents of organizational and relationship skills while promoting a productive and positive office environment.

 

 

SUMMARY OF QUALIFICATIONS

 

  

Provides HR, AP, AR, IT Support, Customer Service and office management while offering a high degree of tact, initiative, professionalism and judgment.

  

Interfaces well with clients and staff; mediates conflict resolution when necessary.

  

Receives, screens and directs telephone calls on switchboard, answers inquiries and transmits instructions in a consistent, positive manner with pleasant phone protocol.

  

Maintains inventory of office supplies, consumables, equipment, applications and product brochures with day-to-day purchasing activities from order placement to follow through.

  

Establishes office systems to enhance efficiency; manage contracts and price negotiations.

  

Comprehends business practices and procedures to ensure company and federal compliance. 

  

Schedules appointments, travel arrangements, conference rooms and calendar management.

  

Performs administrative duties as required to relieve managers of clerical details.

  

Writes weekly memos and Facebook posts concerning office updates, motivational quotes, agent accomplishments, upcoming events, humor and uplifting stories.

 

Assembles collateral for client meetings, seminars, trade shows and mailings.

  

Compiles and maintains files, correspondence, special reports and projects.

  

Point person for vendors, maintenance, contractors, mailing, equipment, leases and issues.

  

Enters data of insurance applications, investments, agent records and tenant information.

 

Organizes fundraising campaigns, special events and monthly staff appreciation day. 

 

Posts motivational and inspirational quotes and images to encourage positive thinking.

  

Supports and updates Access and ACT! Databases.

KEY SKILLS

 

Highly Organized – Reliability-plus with vast experience in fast-paced office settings, including start-ups, office relocations, staff events, fundraising and celebrations.

Communication - Deals with strong personalities at all levels via telephone, email and in person, to ensure success by actively listening, probing questions, and being results oriented.

Planning - Refined organizational skills that balance work, team support and responsibilities in a timely and professional manner.

Critical thinker and superior attention to detail – Retains and prioritizes large amounts of information.

 

Major strengths include superior organizational skills, competent team player, attention to detail, excellent communication skills, dutiful respect for compliance in all regulated environments, and supervisory skills including assisting with hiring, termination, scheduling, training, payroll and other administrative tasks; ability to incorporate company mission with clear vision to accomplish the corporate goals; expert proficiency in Microsoft Office Suite.

 

EXPERIENCE

 

Office Manager                                   MassMutual Insurance Company                   2012 - Present 

Internet Entrepreneur                          Trump Network / Nerium                                2009 - 2015 

Executive Assistant                            Elizabeth Tamposi                                        2009 - 2013 

Office Manager                                   ISO  / AQS Solutions                                   2006 - 2009 

Administrative Assistant                    Project Control Company                                2004 - 2006 

Senior Executive Assistant                Gilbane Building Company                             2003 - 2004 

Executive Assistant                           The Late C.B.Mead, Esq.                              2002 - 2003 

Office & Admin Manager                     Open Software / ManageSoft                         1995 - 2001

 

EDUCATION

Rivier College                                     BA in Education & Special Ed                       Nashua, NH

Resume for Lisa Shores

LISA SHORES

Georgetown, MA         

             LShoresasl@outlook.com                     

www.linkedin.com/in/lisashores

 

SUMMARY:  ExemplaryHuman Service worker:  Case Management, Individual Support, Referrals & Medical Management, 15+ years advocating for children, adults and elderly in their workplaces, family settings, schools, Adept Supervisor and team leader, inspiring excellence in service delivery, Experienced using problem solving and strategies in small group and individual settings, 6+ years skilled in employee relations; supervision, evaluations, development, unemployment, conscientious with onboarding staff; interviewing, checking references, hiring  and training employees

 

EXPERIENCE:

ASSISTANT DIRECTOR OF INDIVIDUAL SUPPORT SERVICES     2015 - 2016

   Cooperative for Human Services, Lexington, Massachusetts

Provided leadership, direction & supervision to Program Managers, Program Coordinators and Direct employees. Directly oversaw & coordinated all aspects of services delivered to 70 people living independently in the community, provided scheduling for 20 staff, initiated training and program development. Ensured agency, state and national service standards were achieved.   Performed regular quality assurance functions. Provided 24-hr on-call support to the department.

FREELANCE AMERICAN SIGN LANGUAGE INTERPRETER      2011 - Present

    Shores Sign Language Interpreting Services, Georgetown, Massachusetts

Facilitate communication and cultural medication between Deaf/Hard of Hearing and hearing individuals in a variety of settings including Educational, Governmental, Employment and Medical/Dental; Hospital and Private practice, OB/GYN, Pediatric, Pulmonary. Working in Massachusetts and New Hampshire.

 

COMMUNITY SUPPORT SPECIALIST/JOB COACH                    2010 - 2012

    Northeast Deaf and Hard of Hearing Services, Concord, New Hampshire

*Association of Community Rehabilitation Educators (ACRE) certified Job Developer.

Case management for Deaf and Hard of Hearing community members. Assisted in job search, Interview preparation and job placement, matched individual’s background, skills, and interest with job openings. Provided discrepancy analysis, barrier intervention, job shadows to aid in successful job placements. Established and maintained working relationships with employers and public agencies to secure opportunities.

 

 

ACTIVITIES ASSISANT FOR DEAF/BLIND RESIDENTS                2009 - 2010

    New England Homes for the Deaf, Activities Department, Danvers, Massachusetts

Provided Deaf/Blind individuals with recreational and leisure activities.  Facilitated integration into the general population's ongoing activities.  Initiated weekly visits from Therapy Dogs.

ENROLLMENT SPECIALIST   2005 - 2007

    Northern Essex Community College, Deaf and Hard of Hearing Services, Haverhill, Massachusetts    

Originated and maintained databases for recruitment and enrollment.  Orchestrated open houses for future students, provided orientation training, scheduled assessment testing, built upon retention strategies, resulting in student enrollment doubling through my efforts.

** Employee Performance Recognition Award 2007

CASE MANAGER/INDEPENDENT LIVING SPECIALIST        1997 – 2007

    Latham Family/Nick Latham, Groveland, MA

Promoted a strong quality of life to a gentleman with Parkinson's Disease. Encouraged adaptive ways of living, and skill building to maximize strengths. Worked to maintain independence in decision making and preserving personal dignity. Monitored financial matters, legal preparation for trusts and his will.

RESIDENTIAL PROGRAM SUPERVISOR 1994 - 1997

    Cooperative for Human Services, Malden, Massachusetts

Provided supervision to Program Directors, including personnel issues, clinical concerns as well as ongoing resident case management.  Interviewed candidates, checked references and hired staff.  Performed investigative work related to concerns of staff and residents. 

GROUP HOME PROGRAM SUPERVISOR                   1989 - 1992

    Agape of Appleton, Inc., Appleton, Wisconsin

Directed seven residential facilities, serving 50 adults and children.  Trained, reviewed and evaluated staff.  Facilitated individual professional growth of Residential Staff in areas of problem management and resident rights. 

EDUCATION:

STATE UNIVERSITY OF NEW YORK AT BROCKPORT, Brockport, New York

Bachelor of Science, Psychology

 

NORTHERN ESSEX COMMUNITY COLLEGE, Haverhill, Massachusetts

Deaf Studies: Sign Language Interpreter Certificate Program, high honors

 

CERTIFICATE:

Job Developer - Association of Community Rehabilitation Educators (ACRE) certified - March 2011 Managing Human Resources Certificate - November 2011

CREDENTIALS:  National Interpreter Certification - Knowledge exam, New Hampshire American Sign Language Interpreter Classification System, New Hampshire Licensed American Sign Language Interpreter, Association of Community Rehabilitation Educators (ACRE)

AWARD:   Employee Performance Recognition Award - Northern Essex Community College - 2007

TRAININGS:

Heartsaver First Aid CPR AED - April 2016, Basic Human Rights - April 2015, Human Rights Officer Training - April 2015, Basic Fire Safety Training - March 2015, Human Service Worker Safety - May 2015, Proactive Alternatives for Change - December 2014, Support Service Provider Training; supporting Deaf/Blind individuals - November 2008

 

 

 

Resume for Linda Trapasso

Linda S. Trapasso

 

LSTrapasso@gmail.com                                                               C 603-320-8033                                  http://www.linkedin.com/in/lstrapasso

 

SENIOR TECHNICAL WRITER / USER ASSISTANCE SPECIALIST

 

PROFESSIONAL PROFILE

 

Excellent writer communicating what the user needs. 10+ years of experience and an MS degree make it easy to research and gather information from engineers, team members, and users, and to collaborate for team success. Adaptable and flexible. Quick learner. Revises legacy information or writes new information. Uses information architecture to coordinate documents and online help, and to meet end user needs and deliver on time.

 

Deliverables – Product Overviews, End User Guides, Quick Start Guides, How to Guides, Installations, System Management/Administration Guides, Reference Manuals (languages, commands, developer, administrator), Step-by-Step Instructions/Tutorials, Policies and Procedures, SOPs, SDKs/APIs, Online Help, Release Notes, Reports, Errata.

 

Tools – MS Word, MS Visio, SnagIt, MS PowerPoint, MS Excel, Adobe Acrobat, MS Paint, MS SharePoint, Content Management Systems, Code Management Systems, Wikis, SGML/SDML, HTML/CSS, FrameMaker, RoboHelp, Photoshop, Dreamweaver.

 

Technology – Web interfaces, GUIs, and CLIs; Server, Distributed, and Web apps; operating systems, languages (HTML, SGML, Java, and JavaScript), Object Oriented, ITIL, storage, networking, financial, databases, video servers.

 

Writing/User Assistance

w 

Documented approximately 100 procedures not previously available for transfer of work to India.

w 

Wrote 220 billing procedures (180 were not documented) and managed files with SharePoint.

w 

Developed single-source UPD content via a Lotus Notes application and managed documents with SharePoint.

 

Usability/User Experience

w 

Gathered information from users on their issues with a client onboarding Macro and wrote requirements to resolve those issues.

w 

Identified client needs through online meetings and improved, revamped, and simplified ITIL-based processes to meet those needs.

 

Communication

w 

Conducted meetings with all levels of the business units and learned the details for their reporting procedures.

w 

Interviewed clients and HP personnel to understand their needs and perspectives regarding the ITIL processes.

 

Research

w 

Process mapped new ITIL-based client processes with the client and then developed new procedures to support them.

w 

Interviewed SMEs via telephone, email, and Intranet chat to gather needed information and updated the UPDs using this data.

 

EXPERIENCE

 

Technical Writer Consultant, State Street Corporation, Boston, MA                                                                                       2013 to 2016

 

Worked on the Business Analyst team responsible for an internal Dynamic Margining, Collateral Validation, and Enhanced Custody financial application set. Began with Technical Writing tasks and progressed to Business Analyst tasks. Interviewed users to learn their perspective/experience with the internal application, gathered requirements, and analyzed the data. Project management and governance tasks. Designed and wrote necessary forms, guides, and SOPs. Documentation writer for five internal software applications.

§ 

Wrote user administration procedures and set up 100+ user accounts for internal non-production application systems. Provided these procedures to and trained the appropriate corporate groups responsible for internal production application systems. Performed user administration on internal non-production systems and trained a BA to take over this work.

§ 

Interviewed and job shadowed users to discover their issues with an MS Excel Macro for onboarding clients to the internal application. Wrote requirements for the next Macro version. Worked with the developer to implement the Macro requirements. Tested the Macro and monitored user testing of the Macro. Trained a BA to take over this work.

§ 

Gathered user requirements. Performed audience analysis.  Designed and wrote 55+ new internal SOPs, Quick Start Guides, User Guides, Installation Guides, User and System Administration Guides, and User Account Request Forms.  

§ 

Stored documents in project SharePoint and posted to project WIKI. Assisted with managing items in project SharePoint and project WIKI.

§ 

Performed governance activities, such as archiving 200+ project files and conducting 100+ internal user re-certifications.

 

Technical Writer (Contract), Stratus Technologies, Maynard, MA                                                                                                         2013

 

Worked with consultants to gather department descriptions and high-level processes for restructuring purposes.

§ 

Gathered information by meeting with department employees. Identified department members, tasks, equipment, and more.

§ 

Wrote department descriptions using a template from the consultants. Interviewed employees for more detailed data and to obtain process and infrastructure diagrams.

§ 

Researched internal and external online resources for each department and added those to the department descriptions.

§ 

Wrote a step-by-step guide for the Sustaining Engineering release process (which previously did not exist). Interviewed the engineers to learn the procedures, obtain process maps, and identify the locations of online resources. Completed this document in five business days.

 

Technical Writer (Contract), State Street Corporation, Boston, MA                                                                                       2012 to 2013

 

Wrote report production procedures for the Finance Transformation Program Management Office (PMO). Worked with Business Analysts/Financial Analysts in USA and Canada. Coached writers in Boston and Bangalore.

§ 

Conducted meetings with all levels of the business units. Interviewed and job shadowed the BAs/FAs to understand the reporting needs and to gather steps for report creation. Report creation utilized the output from various internal tools, databases, and Excel spreadsheets.

§ 

Developed Visio process flows and wrote step-by-step instructions for creating the reports. Validated this information with reviews.

§ 

Observed similarities in reporting activities and brought it to the attention of the PMO and BAs/FAs. All agreed to reduce the number of reports after reviewing these overlaps. Revised the procedures to reflect this change.

§ 

Wrote instructions for 100+ report procedures (which previously were undocumented), including screen captures and Visio process flows. Designed, developed, and maintained an MS Word template for the reporting procedures. Maintained library of completed procedures in SharePoint. Managed writing schedule and reviews of procedures with their process flows. Delivered on time.

 

Technical Writer (Contract), National Financial Services, LLC/Fidelity Investments, Boston, MA                                                 2012

 

Wrote procedures for the NF Billing group before they moved to Texas. Interviewed and job shadowed Financial Analysts in Boston and Texas to obtain detailed information. Trained an FA in Texas to take over this work.

§ 

Determined the client setup procedure by reviewing the client contracts and various computer applications. Had walkthroughs with the FAs to verify the client setup procedure.

§ 

Wrote step-by-step instructions with screen captures for 180 new billing procedures and updated 40 existing billing procedures. Confirmed these procedures with the FAs through job shadowing and reviews.

§ 

Organized and maintained the completed billing procedures on the group’s SharePoint site.

 

Technical Writer Consultant, Hewlett-Packard, Andover, MA (remote)                                                                                 2009 to 2011

 

Customized ITIL-based Policies and Procedures Manuals (PPMs) to match the contracts HP made with clients for IT services. Collaborated with writing team or worked individually. Trained a writer in Costa Rica to do this work and provided job aids for same.

§ 

Interviewed clients and HP personnel to understand their needs and perspectives regarding the ITIL processes.

§ 

Analyzed the client contracts to determine what parts of the PPM were needed. Revised ITIL-based process maps and procedures from the template to meet the client’s contract requirements for the PPM.

§ 

Created new ITIL-based processes to meet client demands when they were not available in the standard PPM.

§ 

Organized online reviews of the process maps and step-by-step instructions. Revised as needed. PPMs varied in size from 15 to 50+ chapters.

§ 

Improved, revamped, and simplified ITIL-based processes to meet client needs. Delivered on time.

 

Technical Writer Consultant, Fidelity Investments, Merrimack, NH                                                                                        2007 to 2009

 

Worked on the Process Documentation team providing User Process Document (UPDs) for internal backend office associates working on Defined Benefits and Defined Contributions for Fidelity’s clients.

§ 

Designed, wrote, and revised the Intranet-based UPDs using a customized version of Lotus Notes, including single source content. Developed graphics as needed. Stored project and team documents in SharePoint and EDMS.

§ 

Interviewed subject matter experts via telephone, email, and Intranet chat. Revised the UPDs using this data.

§ 

Designed the information architecture and wrote Fidelity Intranet-based documentation for a new internal software tool. Member of team co-located in New Hampshire, Massachusetts, and North Carolina. Stored the documents on the client’s Intranet site. Nominated for Veritude Employee of the Quarter, Q3 CY 2008.

 

Legal Writer/Legal Assistant, Welts, White & Fontaine, P.C., Nashua, NH                                                                         2004 to 2006

 

Compiled and drafted legal documents and correspondence for civil litigation, estate planning, probate administration, and corporate matters. Researched legal information in LexisNexis and New Hampshire government Web sites. Performed administrative tasks.

 

EDUCATION – MS Geology, Acadia University, Wolfville, NS, Canada. BS Earth Science, cum laude, Salem State University, Salem, MA

 

PROFESSIONAL DEVELOPMENT – Software Technical Writing Certificate. Introduction to Creating Web Sites with Dreamweaver Certificate. Java/JavaScript. Human-Computer Interaction Intensive Certificate. Contextual Inquiry, Structured Documentation, ISO 9001, Information Mapping, Indexing, Copyediting. Paralegal Certificate. Landmark Self Expression and Leadership Program (SELP).

 

 

VOLUNTEER WORKFounder and Board Member, Nashua Career Network Connection (NCsquared); Bulletin Columnist and Committee Member, Religious Community; Volunteer SELP Coach, Landmark Education.