Experience

Technical Safety Services

• United States
• Biotechnology Research
• 100 - 200 Employee

• Quality Assurance Manager

  • Jan 2021 - Oct 2023

• Quality Improvement Analyst

  • Mar 2018 - Jan 2021

  Berkeley, CA Manage continuous improvement projects for QA; write, edit, and release QA documents; analyze and present data on process performance; manage customer satisfaction assessment; support QA Manager in ISO 9001:2015 audits and quality feedback actions.

• Technical Writing Associate Manager

  • Oct 2017 - Mar 2018

  Berkeley, CA Added responsibilities to Technical Writer role. Manage and improve process for acquiring field information for Technical Writing, lead weekly meetings with regional operations personnel. Support Quality Control and Quality Assurance with planning and executing improvements and software validation.

• Technical Writer

  • Dec 2014 - Oct 2017

  Berkeley, CA Perform analysis of test data and build formal documentation for regulatory compliance of pharmacies, laboratories, and cleanrooms. Write custom documents or validation protocols. Perform quality control on all field test data, assemble complete documentation for validation testing (IOPQ). Write summary reports demonstrating compliance to regulatory standards or other criteria. Understand and communicate the expectations and testing procedures outlined in ISO 14644-1, USP<797>, NIH/CDC… Show more Perform analysis of test data and build formal documentation for regulatory compliance of pharmacies, laboratories, and cleanrooms. Write custom documents or validation protocols. Perform quality control on all field test data, assemble complete documentation for validation testing (IOPQ). Write summary reports demonstrating compliance to regulatory standards or other criteria. Understand and communicate the expectations and testing procedures outlined in ISO 14644-1, USP<797>, NIH/CDC BMBL (BSL-3), and other standards.



Caterpillar Inc.

• United States
• Machinery Manufacturing
• 700 & Above Employee

• Warranty Analyst

  • Jul 2013 - Mar 2014

  South Milwaukee, WI Led warranty administration, supplier recovery, and served as the primary dealer warranty contact for Unit Rig and MT-family large mining trucks. Established annual warranty goals, tracked top issues, and presented quarterly metrics to management. Initial adjudicator of warranty claims, escalating to appropriate management. Reconciled monthly account transactions for warranty and goodwill. Provided machine data, failure data, and analyses for integration projects and reports. Trained 3… Show more Led warranty administration, supplier recovery, and served as the primary dealer warranty contact for Unit Rig and MT-family large mining trucks. Established annual warranty goals, tracked top issues, and presented quarterly metrics to management. Initial adjudicator of warranty claims, escalating to appropriate management. Reconciled monthly account transactions for warranty and goodwill. Provided machine data, failure data, and analyses for integration projects and reports. Trained 3 administrators. Wrote comprehensive warranty administration handbook and Unit Rig product warranty guide. Streamlined administration workflow for 14 warranty or supplier recovery processes. Completed Six-sigma Yellow Belt, 2 weeks of Green Belt (incomplete), MSHA certification.

• Warranty Administrator

  • Jan 2012 - Jul 2013

  South Milwaukee, WI Hired full-time with expanded responsibilities from previous role. Ensured all claims were adjudicated, documented, and closed. Provided data and analyses to quality engineers for issue resolution. Managed warranty database (Access, SQL). Conducted refurbished parts exchange program and warranty service work orders. Issued RMAs, arranged for failure analysis, and led supplier recovery. Proofread service letters and information bulletins prior to release. Spearheaded integration of Caterpillar… Show more Hired full-time with expanded responsibilities from previous role. Ensured all claims were adjudicated, documented, and closed. Provided data and analyses to quality engineers for issue resolution. Managed warranty database (Access, SQL). Conducted refurbished parts exchange program and warranty service work orders. Issued RMAs, arranged for failure analysis, and led supplier recovery. Proofread service letters and information bulletins prior to release. Spearheaded integration of Caterpillar “Send-it-back” system for centralized warranty logistics. Joined, scrubbed, and validated 7 years (12000+ entries) of warranty data for Caterpillar system integration. Presented warranty training session to S. Milwaukee team and warranty discussions for service personnel in Brazil, South Africa, and Australia.



Bucyrus International

• Mining
• 400 - 500 Employee

• Warranty Administrator (Contractor)

  • May 2011 - Dec 2011

  South Milwaukee, WI Reviewed and processed incoming warranty claims for management approval, entered and analyzed claims data, digitized 40+ years of warranty and machine documentation. Created process and filing structure for warranty documentation. Took over database management (MS Access, SQL) by 3rd week, corrected errors in database joins, improved speed via indexing. Ensured all claims were adjudicated, documented, and closed appropriately. Communicated claim disposition and payment with dealers and… Show more Reviewed and processed incoming warranty claims for management approval, entered and analyzed claims data, digitized 40+ years of warranty and machine documentation. Created process and filing structure for warranty documentation. Took over database management (MS Access, SQL) by 3rd week, corrected errors in database joins, improved speed via indexing. Ensured all claims were adjudicated, documented, and closed appropriately. Communicated claim disposition and payment with dealers and customers. Show less



Branches Band

• United States
• Musicians
• 1 - 100 Employee

• Musician / Member

  • Aug 2009 - May 2011

  Provided music services and worship resources for Lutheran churches and schools across North America. Assisted in administration, music arrangement, performance, sales, and writing album information. Within the first year, it grew into a successful business. Performed on 3 studio albums.



Wuhan Foreign Languages School

• English Instructor / Foreign English Expert

  • Aug 2008 - Jul 2009

  Wuhan, Hubei, China Acted as High School Senior 1 class instructor and tutor (18-20 classes/wk., 500+ students) Taught 18-20 classes per week (50 minutes each) to over 500 10th grade students and provided private tutoring during lunch and between classes. Acted as consultant to Chinese faculty and students concerning American speech, culture, and academics. Jointly organized weekly “English Corner” extracurricular activities and judged English competitions. Finding no existing curriculum, developed my own… Show more Acted as High School Senior 1 class instructor and tutor (18-20 classes/wk., 500+ students) Taught 18-20 classes per week (50 minutes each) to over 500 10th grade students and provided private tutoring during lunch and between classes. Acted as consultant to Chinese faculty and students concerning American speech, culture, and academics. Jointly organized weekly “English Corner” extracurricular activities and judged English competitions. Finding no existing curriculum, developed my own lesson plans, including lectures, debates, exercises, and exams. Presented information on academic writing and 2008 US political election. Consulted at a local advertising/media studio to conduct AVID Pro software training with a faculty translator. Show less



Wisconsin Lutheran College

• United States
• Higher Education
• 200 - 300 Employee

• A/V Media Services Specialist at WLC studios

  • Aug 2006 - Jun 2008

  Served as senior recording studio engineer and equipment/software trainer. Provided other classroom media services and expertise for faculty and students, and assisted the team leader and supervisor in coordinating and troubleshooting classroom media. Chosen to assist and record professional artists and composers, including a soundtrack for an independent film (Solitaire, 2007). Wrote student guide and documentation for studio and soundboard operation. Key Skills: • Set-up and… Show more Served as senior recording studio engineer and equipment/software trainer. Provided other classroom media services and expertise for faculty and students, and assisted the team leader and supervisor in coordinating and troubleshooting classroom media. Chosen to assist and record professional artists and composers, including a soundtrack for an independent film (Solitaire, 2007). Wrote student guide and documentation for studio and soundboard operation. Key Skills: • Set-up and maintained streaming audio and video software and services. • Assisted in cross-training with IT Help Desk (WLC Technology). • Led live audio / video reinforcement for visiting artists, guests, special events, and entertainment. • Edited and mastered audio and video for college’s 40th anniversary historical video. • Digitized and restored magnetic tape audio recordings for music department. • Recorded, mixed, and mastered audio including: wind ensemble concerts, choir concerts, and listen-to CDs for Chinese Mandarin 101.

• IT Help Desk Assistant at WLC Technology

  • Aug 2003 - Aug 2006

  Led student staff for campus IT services as a senior student technician. Answered questions, completed request tickets, and trained student staff. Known by name as the “go-to” person for all faculty, staff, and student support on campus, including on-call for emergencies and one-on-one consultation. Hired into a competitive year-round role to support, service, and upgrade all campus computers (Mac, PC, Linux) and software. Collaborated with IT director and team leader to organize regular… Show more Led student staff for campus IT services as a senior student technician. Answered questions, completed request tickets, and trained student staff. Known by name as the “go-to” person for all faculty, staff, and student support on campus, including on-call for emergencies and one-on-one consultation. Hired into a competitive year-round role to support, service, and upgrade all campus computers (Mac, PC, Linux) and software. Collaborated with IT director and team leader to organize regular training and complete documentation for all tasks and functions. Key Skills: • Network and WiFi troubleshooting • Ghosting, setting-up standard windows configuration and user permissions • Recognizing and repairing malicious software or security flaws • Helpdesk operations, including ticket-resolution and virtual desktop assistance • Teaching hardware and software proficiency • Proficient across Mac OS and Windows platforms