SUMMARY

• M.S. Instructional Technology, Rochester Institute of Technology, Rochester NY
• Ten years service management

Instructional Designer, Novatek Communications, Inc.
Developed technical training programs for Eastman Kodak, Sodexho and Alstom Transportation; completed all deliverables on or before schedule. Participate with proof reading for peers work as part of on-going quality project. Review for consistency, understandability, readability, grammar, spelling and format.

• Sodexho USA: Developed objectives, content and tests for Sodexho's Unit Financial Services, using on-line help, manuals and subject matter experts. Information was delivered in hard copy using MS Word and PowerPoint.
• Kodak: Created a training module for Kodak's service division on how to write a service business plan. Developed a business plan template, objectives and content using subject matter expert, sample plans and my knowledge of the service business. Template was developed in MS Word; Module developed in PowerPoint.
• Alstom Transportation: Developed objectives, tests and contents that instructed employees how to refurbish railcars. Used subject matter experts and documentation. Modules delivered in MS Word.

Regional Service Manager, Danka Office Imaging
As a Regional Service Manager for Danka, was accountable for $36 million in service revenue and $15 million in parts inventory, customer delight and employee satisfaction. The Great Lakes Region was comprised of 285 field service engineers that covered Michigan, Ohio, Western Pennsylvania and Upstate NY, eleven area services, and one business analyst.

• Exceeded regional P/L objectives. Ranked number one in the Northeast Division for fiscal 2000 and second for fiscal 2001 for delivering annual service margins above 44%.
• Identified potential lost revenue and initiated base retention program that slowed base erosion.
• Developed and implemented best practices for the region to deliver consistent quality service that addressed the customer satisfaction goal of the Great Lakes Region

Service Support Manager, Danka Office Imaging
As a development opportunity, provided support to executive management. Accountable for clear, accurate and timely communications between the field organization and headquarters, coordinated special projects, and managed corporate customer satisfaction issues.

• Performed as the primary point of focus to write and edit policy, procedures and correspondence such as terms and conditions of employment, corporate communications for customer complaints, and all print and video production for the National Service Meeting
• Implemented a National Database for pertinent information, thus eliminating duplication and the need for archiving data. Improved accessibility to the information and reduced printing, mailing, and storage costs.
• Facilitated a task force and redesigned the performance evaluation plan to standardized job expectations for field engineers. The plan helped merge several cultures and was successfully used to determine pay structures.

District/Area Service Manager, Eastman Kodak And Danka Office Imaging
Provided day-to-day supervision for 20 field engineers who serviced copiers, printers, and Apple Computers and was accountable for meeting established financial, customer and employee satisfaction goals.

• Within two years of assignment, led the high-volume team from last to first place in all service metrics. Consistently ranked number one in the division for productivity and quality for small to mid-volume copier service.
• Implemented quality assurance inspections that reduced repeat calls by 20%
• Received Customer Service Award for providing outstanding service as judged by three consecutive customer surveys.

Manager Of Technical Communications, Eastman Kodak
Managed training designers, technical writers and service engineers to launch new product and provide maintenance on existing products. Product lines include photofinishing, health and imaging.

TECHNICAL WRITER, EASTMAN KODAK
Wrote and edited modifications instructions and repair, installation, and operator manuals for various markets. Produced technical training videos and coordinated technical training seminars that were delivered via Kodak broadcasting television KB-TV.

EDUCATION
MS Instructional Technology, Rochester Institute of Technology, Rochester NY
BS, SUNY Brockport, Brockport NY