From:                              route@monster.com

Sent:                               Monday, September 26, 2016 11:17 AM

To:                                   hg@apeironinc.com

Subject:                          Please review this candidate for: LTE Integration

 

This resume has been forwarded to you at the request of Monster User xapeix03

keith harrod 

Last updated:  01/26/16

Job Title:  no specified

Company:  Apeiron, Inc.

Rating:  Not Rated

Screening score:  no specified

Status:  Resume Received


Arlington, TX  76002
US

Mobile: 682-558-7462   
Home: 469-442-1393
harrod_keith@yahoo.com
Contact Preference:  Telephone

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RESUME

  

Resume Headline: keith harrod - Training/Instructional Designer SFDC, Veeva/ServiceMax

Resume Value: vn57us8bs3q98zua   

  

 


Mavenir Systems  provides software-based mobile networking solutions that enable service providers to deliver next generation services over 4G LTE networks. Mavenir™ has a fully virtualized end-to-end portfolio of voice, video, messaging and mobile core products that include IP Multimedia Subsystem (IMS), Evolved Packet Core (EPC) and Session Border Controller (SBC). Mavenir's solutions, based on the award-winning mOne® software platform, leverage NFV and SDN technologies for mobile network deployments on cloud-based infrastructure.


Created the documentation for customers such as T-Mobile (IMS/EPC/SBC trials). As the sole tech writer editor on staff, I created  all installation procedures, safety manuals, user guides, procedural documentation, and features descriptions (SIP-to-GSM, IMS, IM-to-GSM Messaging, etc) for a next-generation network switching platforms.  Worked independently with teams that were local (Texas) as well as those in Asia (India and China) to complete this testing edition  UMTS Field Trials with T-Mobile in Bellevue  Washington.

 

UNIX, CDMA, SNMP, TCP/IP, GSM, SS7, GPRS, SMS, Push-to-Talk, Microsoft Word

 

Health Markets

March 2007 to June 2007 

(for Securance Consulting and Childs, Smith & Associates) 

IT Audit Team Technical Writer (Visio, Paint, MS Word)

 

FrameMaker documentation of operating procedures and training materials. Visio documentation of multi-state insurance company interstate WAN network,  intrabuilding LAN and VLAN infrastructures, and application server inventories.  Cisco, Meridian, etc.  Reporting results to senior directors and vice presidents of IT.  Documentation of the processes and procedures for the help desk and IT department. Create training material for insurance agent and call center representative CRM training.  Interface with multiple WAN circuit service providers (fiber OC3 SONET rings/DS3s/DS1s).

Used Microsoft Word, Visio, Paint, Paintshop Pro, Cisco 6500/4500/3900/2900 switches Cisco Aironet 1400 bridges, Cisco IDS and PIX, Cisco 2600 series routers, EMC SAN clusters, Sun Fire, Compaq, and HP servers, PCs, Microsoft Excel and Project. 

 

Suddenlink Communications

June 2006  to March 2007 

Senior Technical Writer /Editor/Instructor Led Training

Instructional Design Content Developer (CATV industry)

 

7th largest cable operator in the nation.  Technical writer for development and training.  First edition descriptive and procedural documentation creation and validation/testing.  Outlook/Outlook Express/Entourage E-mail Account Setup Methods and Procedures Document, High-Speed Data Order Entry Methods and Procedures Document, Customer Portal Methods and Procedures Document, TrueSwitch Methods and Procedures Document, Suddenlink.com marketing documentation.  Created and tested over 500 pages of procedural documentation with screenshots. Visio flowcharting. HTML conversion and website posting of documentation.  Methods and Procedures were for customer service representatives, sales agents, technical support representatives and training instructors. MS Word, Adobe Paintshop Pro, Paint, RoboHelp, Visio

Technical writing and HTML documentation creation.

Used Microsoft Word, Visio, Paint, Snag-It, Paintshop Pro, Adobe Acrobat, Adobe Illustrator, Order Entry, Training material for Collections, Billing, 1st and 2nd Level DSL tech support, E-Mail account setup

 

Verizon

April 2006 to September 2006

Senior Technical Writer/Editor (KForce contractor)

Writing documentation and web page content for technical support agent group at Verizon. Remedy, call center ACD, DSL, Yahoo, and Macromedia.

MS Word, Windows Server, JavaScript, HTML,UML, XML, SQL, Clustered Servers, Active Directory, IIS, Style Writing Guide, Content Development Guide, Maintenance and Administration Guide, Search Help Users Guide, Application Users Guide. All first edition documentation. Technical Editor for web site content. MS Word, DreamWeaver, Visio, Excel, Project, Snag-It.

 

Accor North America

March 2006 to April 2006

Level 1 Hotel Front Desk Technical Support (Infovision contractor)

Hotel front desk level 2 system hardware/software application technical support

Red Roof Inn, Motel 6, Studio 6 Motels. Over 1300 motels connected to the corporate North American LAN. Windows Operating System

UNIX, Routers, Printers, Hubs, CSU/DSU, Frame Relay,PPPOE, DSL, 56k data.

 

 

Charter Communications

01/2006-03/2006

Level 1 Technical Support Agent Charter Communications High-Speed Internet

Provided telephone support for Cable DSL internet customers of Charter Communications. Charter is moving their call center to Louisville, KY. Many of their level 1 and 2 agents were leaving and not relocating. Worked this short-term contract and got off the ground running with a brief orientation training class due to prior experience.

Various models of modems, routers, computers, and operating systems supported. D-Link,Fujitsu, Motorola, Ambit, Toshiba, Linksys, Belkin, Netgear. Wireless networking and e-mail client support for applications such as Incredimail and various versions of Microsoft Outlook and Outlook Express. Windows 98/ME/2K/XP support provided.

 

Hewlett Packard

09/2005-01/2006

Technical Support Agent

(for Stream International)

Technical support and sales support for business and residential customers. Working on the Hewlett-Packard All In One product line account. Member of the top performing group in Richardson, TX under Jonathan Walker and Gavin Hiuser. Honors graduate of HP AIO Product Line Training Program. Known and respected by managers ,supervisors, and peers for my technical expertise and exceptional sales performance. In many tech support positions today the support agents also must sell products as well as support business and residential customers. I excelled in this area. In December 2005 I was the top revenue generating technical support agent for Hewlett Packard All-In-One Printers and Accessories for US/Canadian tech support centers.

 

SAMSUNG

03/2005- 08/2005 ProStaff, Level 2 Customer Support CDMA/GSM Handsets

CDMA and GSM service providers who utilize Samsung equipment in their cellular network. Walk business and residential subscribers through the utilization of over 60 different GSM and CDMA handset and PDA features. Bluetooth, 802.11b, Active Sync, Hot Sync,Palm OS, Windows 98/2000/XP/Pocket PC OS. T-Mobile,Verizon, Edge Wireless,Cellular One, Sprint, and Cingular customers supported. Assist with configuration of wireless routers from various vendors such as Belkin, D-Link, Netgear, and Linksys. Utilize technical communication skills to explain the operation of the handsets to end users. Flashing, refurbishing, and testing phones for the Samsung RMA department to quality assure operation prior to return to customers.

 

Verizon

04/2004 - 03/2005

Level II Technical Support Contractor,

Home/Business DSL (for Telvista)

Provide technical support for Verizon DSL customers. Answer phone queries and guide DSL Customers in troubleshooting, Windows OS, DSL modem, and internet connectivity problems. MSWord, Remedy Westell, Netgear, Belkin, D-Link routers/wireless routers. Windows 98/2000/Me/XP. Westell Cable DSL modems. Utilize technical communication skills to assist customers in the installation of and

usage of Verizon DSL equipment and software. Interfacing Verizon DSL equipment and software with their home computers/ computer networks. Utilize technical communication skills to bring customers back online when their internet connections are down.

 

A&M Cable

Installation Tech Grand Prairie,TX

12/2002 - 03/2004

Installer of CATV, Digital Phone, and High-Speed Internet Services throughout Dallas-Ft Worth area.

 

Infoquest Consulting

07/1999 - 10/2002

 Sr Technical Writer (Northern Virginia)

Assigned concurrently to John Staurulakis, Inc. (JSI) and Winstar Communications,Inc.

I created presentation documents and updated test plan documentation for wide area network projects. I did the documentation for many JSI presentations.

Mr. Staurulakis is a former president of the Independent Telephone Association.

His firm provides technical training, FCC regulatory services, and cost-benefit analysis and estimate services modeling for rural telephone companies and new start-up telephone companies. At Winstar Communications I led a project to produce documentation for switch planning and engineering and then for the operation department on a nationwide network expansion project. MS Word, Visio,FrameMaker, HTML Editor, PowerPoint, RoboHelp

 

Cisco Systems

02/1999 - 05/1999

Senior Technical Writer Cisco Systems

 (for Infoquest Consulting)

Working as an SS7 telephony signaling protocol tester and procedure writer for Cisco Systems projects with Sprint and other telephone network projects. Testing and devising test procedures for Cisco routers with SS7 WAN interface cards for SS7 MTP (OSI level 1-3) Work still online to this day!  Frame Maker, Visio, PowerPoint, RoboHelp

 

MCI Communications

06/97 - 12/98

Senior Switch Planning Group Engineer

Specifications Writer

 

Conducted project management of Nortel, Ericsson, and DSC Communications engineers and developers as the primary SME for the signaling, network features, and call processing applications within the MCI long distance network.  I held the position of Billing Prime SME with regard to SS7 protocol, Toll Ticketing, MCI Call Detail Recording, and Bell core AMA Call Detail Recording.  Carried internal MCI test engineering through creation of test procedures that ensured software releases from various vendors “worked as intended” prior to release into the MCI network.  Wrote and updated features documents for telephone network call processing and signaling. These documents were used by telephone network equipment manufacturers in development of new software features for MCI network telephone network switch platforms. Wrote and updated test plans, call processing specifications, signaling specifications, and feature functionality requirements. Uploaded Switch Planning and Engineering Documents. STPs, SCPs, HLRs, Class 5 and Class 4 PSTN switches. 

 

Ericsson

01/95 - 06/97

Senior Technical Writer,

Wire line and wireless/cellular system technical writer. Wrote, updated, and validated procedural documentation, hardware and software installation manuals, software user guides, and general product description manuals. FrameMaker, Visio, AXE 10, CMS 8800, RBS 880X, GSM, TDMA, PSTN

 

Nortel Networks

December 1993 to December 1994

Senior Technical Writer /Validation Test Engineer

(for Belcan Tech Services)

Contractor assigned to Nortel Networks. Updating telephony data communications and call processing features manuals for Nortel DMS-250 platforms. Validation of captures used in illustrations. Used FrameMaker, Visio

 

DSC Communications

12/89 - 11/93 Senior Technical Writer

DSC was an equipment vendor making equipment for long distance telephone network companies such as MCI, GTE, Bell Atlantic and Sprint. Hardware installation and testing, software feature testing, and created detailed procedural documentation for use by Sprint, MCI, and AT&T networks technical employees.

 

 

 


 

Keith Harrod

416 Rifleman Trail

Arlington, TX 76002

Home: (469) 442-1393

Cell: (682) 558-7462

harrod_keith@yahoo.com

 

Career Background: Technical Writer (ten years) , Instructional Designer (8 years), Enlisted USAF veteran (Good Conduct, Achievement, Outstanding Unit ribbons)

 

Courseware (IBM, Novartis-Alcon, Laquinta), SCORM (IBM, Novatis-Alcon),

 

ILT (IBM, Novatis-Alcon), Training Instructor (IBM, Novartis-Alcon),

 

WBT/CBT (IBM, Novartis-Alcon), HTML/HTML5 (IBM, Novartis-Alcon),

 

SQL (IBM), Linux (IBM),Tech Writing (12 years), AICPA SOC 2 Audit (Deloitte)

 

Instructional Design/Training Coordination (IBM, Novartis-Alcon), XML (IBM),

 

DITA (IBM), ADDIE (IBM, Novartis-Alcon),

 

Project Management (IBM, Novartis-Alcon, MCI, Ericsson) Presentation (20 years)

 

Software/hardware/procedural documentation, system user guides, system administration manuals, student training and exercise manuals, multimedia training, presentations and demos, Articulate Storyline, Captivate, CodeBaby, Camtasia Studio, Jing, Framemaker, PowerPoint, Microsoft Word, Qarbon ViewletBuilder, SnagIt, Photoshop, Dreamweaver, Raptivity, Lectora, Actionscript

 

Industry Activities: Organizer – DFW Technical Writers and Instructional Designers (TWAIDers) Group

Example of pharmaceutical sales representative multimedia training Novartis-Alcon

Confirming Receipt of Sample Lot Items

 

Work sample document currently viewed worldwide on the Cisco Systems website

 

Appendix B - Troubleshooting Cisco SLT Signaling

 

Work sample e-learning multimedia presentations currently viewed worldwide on the IBM website

    Tivoli Service Automation Manager: Managing Self Service Users

 

    IBM SmartCloud Orchestrator – Creating Users and Projects

 

Certification:  IBM Certified Solutions Advisor – Tivoli Service Availability and Performance Management Solutions V2 (2009) and V3 (2012) which includes the installation, configuration, and troubleshooting of IBM Tivoli Netcool OMNIbus, IBM Tivoli Monitoring, Impact, and Tivoli Enterprise Console.

 

Education Background:  Bellevue University (BS Computer Information Systems  and Everest Institute (AAS Electronic Engineering Technology)

Work Experience Summary:  Permanent employment and contractor experience with telecommunications service providers, retailers, equipment manufacturers, IT software and hardware vendors, call centers, and health insurance companies including:

 

 VerizonHealth Markets               SunTrust

WellPoint Ericsson    Suddenlink Communications

IBM MCI    Charter Communications

Nortel NetworksMavenir Systems    Winstar Communications

Cisco Systems DSC Communications    SunTrust Bank

Novartis-Alcon            Deloitte

 

DeegIT, LLC

December 2015 to Present

IT Auditor Support Writer AICPA SOC2

Deloitte Private Cloud Network documentation revisions on processes and workflows performed for clients by the Deloitte Cloud Network Operations team in preparation for American Institute of Certified Public Accountants (AICPA) audit.

 

Clarity Consultants

July 2015 to November 2015

Instructional Designer

This position I contribute to LaQuinta Inn & Suites Best in Class training solutions by creating innovative, engaging and interactive content within a variety of training solutions, (i.e. programs and materials for e Learning courses, workshops, webinars, On-The Job training),  that support the success of hourly and leadership team members and drives achievement of organizational objectives.

 

Tools utilized: Articulate  2.0, Adobe Creative Cloud, Microsoft Office (Word, Excel, and PowerPoint)

 

 

 

Job Functions:

l   Apply best practice instructional design methodology and effective information design and writing skills to design and develop materials for E-learning, instructor-led courses, webinars, and On-The-Job training to engage learners in a blended learning environment and produce desired results.

l   Use informational design best practices to create compact, engaging content.

l   Create engaging instructional interactive elements according to identified needs, standards, budgets and project plans.

l   Collaborate with other Training Team members to develop training solutions that are efficient and meet learning objectives.

l   Professionally and effectively facilitate workshops and webinars that engage learners and meet objectives.

l   Use educational and training vehicles to instill and maintain the organization's Core Values and Here for You/Here For Me culture.

l   Conduct current state assessment and root cause analysis with the ability to analyze content, position, job tasks and target audience. Collaborate with subject matter experts to develop and validate training content.

l   Remain current with operational changes and developments in learning methodology/technology to continuously improve/update training programs and materials.

l   Maintain professional and technical knowledge base by seeking cost effective options; reviewing professional publications; participating in professional societies.

l   Develop computer-based training using Articulate Storyline.

l   Use the ADDIE and SAM models as basic training development strategy, along with the Kirkpatrick evaluation method.

l   Create and use assessment tools to analyze learning impact

The Fountain Group

December 2014 to July 2015

Salesforce.com/ServiceMax/Veeva CRM

Instructional Designer/Train-the-Trainer

Salesforce.com, Veeva CRM, and Service Max, Articulate Storyline, Qarbon ViewletBuilder Training coordinator - instructional designer for Novartis-Alcon Labs enVision Global Project Management Office

As an instructional designer I worked with project management teams representing every continent with regard to Train-the-Trainer (T3)

 As an instructional designer and training coordinator, I performed the tasks:

l     Writing and presenting Train-the-Trainer and end user course material for Novartis-Alcon Labs ServiceMax, Salesforce.com, and Veeva and enCompass Applications for :

o          Information technology systems support professionals

o          Technical Field Services engineers

o          Alcon Pharmacy Division, Surgical Division, Vision Care Division sales representatives

o          Customer Service representatives

l     Oversaw the training content development of other instructional design and technical writing teams

l     Created and updated course documents, student exercise guides, and quick reference guide content

l     Created multimedia video training using both Articulate Storyline 2.0 and Qarbon ViewletBuilder V8

l     Camtasia Studio

l     Articulate Storyline

l     Plateau Learning Management System administration

l     SharePoint administration

l     ADDIE  and SCORM compliance

 

IBM-Artech Information Systems

Instructional Designer

December 2012 to September 2014

Instructional Designer IBM Training Department

As an instructional designer, I performed these tasks:

l     Writing and presenting course material worldwide for the IBM technical training department

l     Producing IBM Tivoli  product online and written training materials:

o          Multimedia training modules for the IBM Education Assistant website

o          Instructor-Led training manuals

l     DITA and the ADDIE model are both used by IBM

l     Interviewing technical subject matter experts

l     Project managing training materials for over 25 products

l     Big Blue “Blue washing” of training manuals and courseware from companies acquired by IBM

 

IBM has stringent training requirements and certifications for its system user guides, administrator guides, training course manuals and student exercise manuals.  IBM Tivoli product certified as solutions advisor for Tivoli Performance Management and Service Availability products.

 

Framemaker, Microsoft Visio, Microsoft Excel, Microsoft Word, Camtasia Recorder, Camtasia Studio, Camtasia Relay, SnagIt, Adobe Flash, Tortoise SVN Content Management System, PowerPoint, Qarbon ViewletBuilder Professional, Photoshop, Dreamweaver, Captivate, Actionscript, Codebaby, Lectora, DITA, XML, ADDIE, SCORM

 

SunTrust Bank-Veredus

Technical Writer

July 2012 to December 2012

 

As a Veredus contract technical writer for SunTrust Bank, I performed these tasks:

l      Writing desk-level procedures for various departments of the SunTrust Mortgage business unit

l      Creating Visio process flows diagrams that summarize the desk-level procedures

 

 

IBM-Artech Information Systems

March 2010 to June 2012 

Instructional Designer IBM Training Department

As an instructional designer, I performed these tasks:

l     Writing and presenting course material worldwide for the IBM technical training department

l     Producing IBM Tivoli  product online and written training materials:

o          Multimedia training modules for the IBM Education Assistant website

o          Instructor-Led training manuals

l     DITA and the ADDIE model are both used by IBM

l     Interviewing technical subject matter experts

l     Project managing training materials for over 25 products

l     “Blue washing” training manuals and courseware from companies acquired by IBM

 

IBM has stringent training requirements and certifications for its system user guides, administrator guides, training course manuals and student exercise manuals.  IBM Tivoli product certified as solutions advisor for Tivoli Performance Management and Service Availability products.

 

Framemaker, Microsoft Visio, Microsoft Excel, Microsoft Word, Camtasia Recorder, Camtasia Studio, Camtasia Relay, SnagIt, Adobe Flash, SVN Content Management System, PowerPoint, ViewletBuilder Professional, Photoshop, Dreamweaver, Captivate, Actionscript, Codebaby, Lectora, DITA, XML, ADDIE, SCORM

 

WellPoint-Aquent

WellPoint State-Sponsored Business (SSB)

January 2010 to March 2010 (for Aquent)

IT Audit Desk-Level Procedure (DLP) Writer

 

Core Administration Redesign Solution (CARS) Project DLP Writers (second wave) worked with different business units of WellPoint. Our task was to interview the targeted personnel and document the individual job tasks that they performed. We utilized the Microsoft Outlook and SharePoint to collaborate with team members and SMEs. Conference calling was used to interview the SSB SMEs and to conduct  reviews of the created DLPs. WellPoint documentation templates were used and WellPoint documentation guidelines were complied with. These DLPs were used as reference in the transition from Perot Systems Diamond 950 to Perot Systems Enterprise Transaction System (ETS) environment.

 

Microsoft Word, Visio, PowerPoint

 

 

 

 

 

IBM-Artech Information Systems

October 2007 to Jan 2010 

Instructional Designer

Writing and presenting course material worldwide for the IBM technical training department.  Produced IBM Tivoli  product online and written training materials.  DITA and the ADDIE model are both used by IBM.  IBM has stringent training requirements and certifications for its system user guides, administrator guides, training course manuals and student exercise manuals.  IBM Tivoli product certified as solutions advisor for Tivoli Performance Management and Service Availability products.

 

Framemaker, Microsoft Visio, Microsoft Excel, Microsoft Word, Camtasia Recorder, Camtasia Studio, SnagIt, Adobe Flash, Tortoise SVN Content Management System, PowerPoint, ViewletBuilder Professional, Photoshop, Dreamweaver, Captivate, Actionscript, Codebaby, Lectora, DITA, XML, ADDIE, SCORM

 

Mavenir Systems acquired by Mitel

June 2007 to September 2007

IMS EPC SBC Senior Tech Writer/Editor



Experience

BACK TO TOP

 

Job Title

Company

Experience

Training/Instructional Designer SFDC, Veeva/ServiceMax

NOVARTIS

- Present

 

Additional Info

BACK TO TOP

 

Current Career Level:

Experienced (Non-Manager)

Years of relevant work experience:

7+ to 10 Years

Work Status:

US - I am authorized to work in this country for any employer.

Active Security Clearance:

Inactive Clearance

US Military Service:

Yes

Citizenship:

US citizen

 

 

Target Job:

Target Job Title:

Training/Instructional Designer SFDC, Veeva/ServiceMax

 

Target Company:

Company Size:

Occupation:

Editorial/Writing

·         Documentation/Technical Writing

Marketing/Product

·         Direct Marketing (CRM)

Creative/Design

·         Computer Animation & Multimedia

 

Target Locations:

Selected Locations:

US-TX-Dallas
US-TX-Fort Worth

Relocate:

Yes

Willingness to travel:

Up to 25% travel

 

Languages:

Languages

Proficiency Level

English

Fluent