JavaScript Programmer, Applications Engineer, Developer Support, Release Engineer, Technical Support, or Technical Writer.

Intelligram Engineer, Aveo Corporation, Santa Clara CA
August 2000 - present

	Enhanced the interactive nature of tech bulletins by adding ActiveX elements through JavaScript
	Mastered complexities of working with Windows Script Host
	Created software to log and automate the updating of hundreds of web-based documents and internal databases
	Developed a library of JavaScript functions for use by the company’s HTML writers.

Technical Support Product Lead, Caere Corporation, Los Gatos CA
July 1998-2000

	Responsible for maintaining and improving the quality of technical support provided by 1st level technicians
	Monitored calls and emails produced by technicians in several call centers where tech support was outsourced
	Developed a database for analyzing patterns in unsolved problems so that "escalations" could be reported to engineering in an organized manner
	Acted as a representative and liaison for technical support with other departments
	Researched and wrote an extensive document detailing how our large, worldwide technical support operation functioned
	Traveled to call centers to train technicians on new products
	Reduced company costs while simultaneously increasing customer satisfaction by building a comprehensive web-based knowledge base of technical solutions

Senior Tech Support, TeleSensory Corporation, Sunnyvale, CA
April 1995-July 1998

	Diagnosed complex Windows 95 configuration and hardware conflict issues
	Implemented a variety of strategies to reduce incoming calls, customer hold times and technicians' talk times
	Multi-tasked efficiently in a high-pressure environment with constant interruptions
	Volunteered for and worked at documentation writing and software quality assurance projects
	Developed creative methods for rapidly mastering new products
	Ran department smoothly and single handedly when manager on vacation

Technical Writer, Discovery Products, San Ramon, CA
April 1992-April 1994

	Wrote ten new product manuals in two years
	Drafted in-house training pamphlets and advertising copy
	Initiated improvements in older manuals by actively soliciting customer feedback
	Built macros to speed routine tasks
	Handled tight deadlines, thrifty budgets and last-minute changes

Senior Tech Support, Stenograph Corporation, San Leandro, CA
June 1990 - March 1992

	Trained court reporters to master computer-aided transcription, real-time captioning and video synchronization
	Coordinated beta-testers and their reports
	Founded and published departmental newsletter to share technical solutions
	Won loyalty from previously difficult customers
	Received highest commission ever awarded during temporary assignment in telemarketing

Programmer, Grassroots Computing, Berkeley, CA
1985-1990

	Developed MS-DOS TSR for blind customers to read the screen using synthesized speech
	Coded low-level functions to interface hardware
	Gained expert knowledge of PC architecture and MS-DOS internals

Trainer/Customer Support, Grassroots Computing, Berkeley, CA
1984-1985

	Created training cassettes to reduce support costs.
	Standardized shop procedures including archiving and network access