May 2005 - present Level II Technical Support Genuine Parts Company (owner of NAPA auto parts chain), Dallas, Tx.

• Provided Level 1 and Level 2 techs with training, technical, and support needs.
• Developed and delivered in-house training on Unix practices for Level 1 customer support team.
• Co-developed and team-taught in-house training on SQL and Point-of-Sale software for Level 1 customer support team.

Mar 2003 - Mar 2005 Quality Assurance Manager / Customer Service Manager Traxxas, Plano, Tx.

• Monitored, trained, and developed the entire customer support team.
• Wrote and automated distribution of company's first written training manuals and process documentation.
• Maintained errata lists for web and print media
• Identified, documented, and distributed information on sub-optimal processes and components.

• Trained 150 offices in use of franchise websites, including creation, editing, and maintenance of sub-sites via web applications. Created web-based documentation for all extra- and intra-net functionality.
• Trained university faculty in the use and maintenance of a multi-server website which serves zoomable, pannable images of historic maps via CGI, plugin, and Java viewers. Project was underwritten by the Houston Endowment.

1998 - 2003. Continuing Education instructor Dallas County Community College District, Dallas County, University of Texas at Arlington, Tarrant County.

• Developed syllabus, coursework, website support and collateral materials.
• Taught adult students subjects including: Unix Administration, Apache Administration, Perl, Unix I, HTML I and II, CGI Programming, XML, PHP, Solaris administration, Shell scripting, Marketing on the Internet, Research on the Internet, DOS I and II.
• Taught in Windows, Solaris X86 (X/Windows) and Linux environments.

1996 - 1998. Webmaster, Unix Admin Cyberline Internet Business Center, Richardson, Texas. (Press information)

• Provided bi-weekly internet-related training to clients and interested parties.
• Created all online and hardcopy help, tutorial, and support documentation.

1995. Webmaster, CSR Intex, Dallas, Tx.

• Trained and developed support representatives; provided sales support during sales training/marketing sessions with prospective clients.
• Created all online help and support documentation.

1993 - 1994. Call Center/CSR Supervisor MasterGrip International, Irving, Tx.

• Trained new hires on call center procedures, use of equipment, and "soft skills".
• Trained and trained a full-time trainer to assist with training effort.
• Created all hardcopy and first-generation HTML training documentation.

1991 - 1992. Bakery, Trainer La Madeleine, Arlington, Tx.

• Opened new bakeries in Arlington and San Antonio; trained new hires to perform bakery and sales duties.
• Trained new hires in home (Arlington) bakery.

Master of Arts, European History. University of Texas at Arlington, 1999.