Brenda Daverin
P.O. Box 2464
Redwood City, CA 94064-2464
(650)598-9653 - home
(415)730-6881 - cell
Email: bdaverin@pacbell.net

Summary
Writer with two years of experience creating technical and customer-facing documents.
Capable of inter-departmental communication and interaction to achieve goals.
Dedicated to customer service and clear communication.
Able to meet or exceed goals with minimal supervision.

Tech Skills
MacOS X 10.4, Windows XP
Adobe Acrobat, Firefox, InDesign, Dreamweaver, Microsoft Word, PageMaker, Photoshop

Experience
Senior Solutions Specialist
Sept. 2000 - Nov. 2005 - Ricoh Corporation, Cupertino, CA
Handled tech support questions via phone and email from salespeople, technicians and customers, averaging 10-20 calls/day.
Met or exceeded group standards for call volume, hold percentages, and customer satisfaction surveys.
Created and maintained complete set of customer-facing FAQs on one product.
Contributed to the FAQs of several other products.
Wrote white papers and instructional guides which aided in product sales.
Prepared and distributed reports on calls received by the support team which tracked various issues and performance matrices, expanding the report from charts and graphs to a detailed discussion of trends and issues.

Coordinator
Oct. 1999 - Sept. 2000 - Bizbuyer.com, San Jose, CA
Facilitated communication between two corporate offices to better track various development projects for a B2B website/portal.
Position was created after I demonstrated the need for a dedicated person to handle the traffic.
Assisted director of engineering with management of engineering and QA staff.

Publications Division Co-Manager
Sept. 1999 - Sept. 2002 - ConJose, Fremont, CA (volunteer)
Produced and supervised production of progress reports, at-con publications and on-site newsletter for 5,000-person special interest convention.
Coordinated submissions from multiple departments.
Generated copy and documents on tight deadlines.

Software QA Engineer
May - Oct. 1999 - Splash Technologies, Sunnyvale, CA (contract)
Performed functionality and application compatibility testing for PostScript-based color printer servers from MacOS and Windows platforms.
Designed test matrices.

Software QA Engineer
Jan. 1998 - March 1999 - NEC, Santa Clara, CA (contract)
Performed third-party application compatibility and functionality testing of PostScript-based laser printer drivers and installers for the Mac OS.
Ran pre-designed automated tests using Adobe PS Test software.
Wrote test cases based on provided goal lists.
Designed test matrices for the drivers and installers.

Software QA Engineer
Sept. 1996 - Dec. 1997 - Apple Computer, Santa Clara, CA (contract to perm)
Performed third-party application compatibility testing for QuickDraw inkjet printer drivers.
Wrote test plans and matrices.

Software Tester
Apr. 1996 - Sept. 1996 - Becton Dickinson Immunocytometry Systems, San Jose, CA (contract)
Performed feature set and functionality testing of a proprietary immunocytometer data interpretation software package for the Mac OS.
Wrote test procedures and designs in compliance with ISO 9000 standards.

Software QA Engineer
October 1995 - Mar. 1996 - Apple Computer, Santa Clara, CA (contract)
Performed third-party application compatibility testing for a QuickDraw inkjet printer driver.
Wrote test plans and matrices.

Software Tester
Nov. 1994 - Oct. 1995 - Apple Computer, Cupertino, CA (contract)
Comprehensive manual testing of client software for eWorld, Apple’s online service, and specialized testing of the electronic mail section of the system software for the Newton personal digital assistant.
Designed and implemented test cases.

Software/Peripheral Tester
June 1994 - Nov. 1994 - Global Village Communications, Mountain View, CA (contract)
Comprehensive manual testing of fax modem applications and associated support software for the OneWorld fax server and TelePort fax modem (Macintosh).
Designed test plans.
Proofread documentation.

Software/Peripheral Tester
May 1993 - Feb. 1994 - Canon Information Systems, Palo Alto, CA (contract)
Comprehensive manual testing of printer drivers, scanner drivers, and other assorted support software for Canon hardware.
Designed test plans and wrote test matrices.
Proofread documentation.

Education
Studied theater arts, music, and general subjects at Ca–ada College in Redwood City and Sonoma State University in Rohnert Park from 1985 - 1989 and from 1991-1992.





Brenda Daverin - (650) 598-9653