STEVEN A. TANIGUCHI |
| s.taniguchi6558@edmail.edcc.edu |
OBJECTIVE |
| My objective is to find a position that will take advantage of my writing skills to explain highly technical information. |
QUALIFICATIONS |
- Versatile writer/editor: 8+ years of experience producing technical how-to, troubleshooting, policy, and training content for internal and external audiences.
- Accomplished project manager: Six Sigma Green Belt certified, with 9+ years of experience leading and working in cross-functional groups.
- Thorough analyst: Proven history of cost savings, with over a decade of experience reviewing reports and proposing/implementing process improvements.
- Troubleshooting professional: Experienced with HTTP, RESTful APIs, SIP, VoIP, WebRTC, Web development, and PC & mobile device troubleshooting.
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WORK EXPERIENCE |
5/2016 - Present |
Sr. Technical Support Engineer |
Twilio Inc |
- Delivered high-quality service to developers and non-developers for debugging Twilio web applications for voice over IP and text messaging.
- Investigated WebRTC and SIP audio quality issues.
- Senior member of Programmable Voice support team, troubleshooting the most highly technical products in our catalog including SIP, WebRTC, VoIP, and mobile application development.
- Requested as a backup for our Technical Account Managers and their high-value personalized support customers.
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8/2006 - 3/2015 |
Project/Content Manger |
AT&T Mobility |
- Served as Subject Matter Expert (SME) and head writer for the Device Tutorials team.
- Developed and maintained our team style guide, and 2-step QA process.
- Key member of Go-to-Market (GTM) team in charge of tutorials readiness and coordinating support/training/M&P content for NDA product launches.
- Drove improvement via web analytics, reporting analysis, and in-person focus groups.
- AT&T recognized as "Highest Ranked Customer Service Performance among Full Service Wireless Providers" by J. D. Power for 2013 and 2014. Personally recognized as a Key Contributor for the 2012 and 2013.
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8/2005 - 8/2006 |
ANS Rep II (ASR) |
Cingular Wireless |
- Supported Tier 2 wireless data reps and managers by working network tickets, chat support, and special projects.
- Tracked and escalated emerging device and network issues.
- Analyzed call center metrics for quality and product feedback.
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1/2004 - 8/2005 |
Customer Care Rep |
Cingular Wireless |
- Assisted wireless customers with wireless device and data network troubleshooting.
- Resolved billing and voice network issues over the phone for wireless customers.
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EDUCATION |
4/2015 - Present |
Edmonds Community College |
Lynnwood, WA |
- Studying for Associate's Degree in Computer Information Systems - Web Development.
- Named to Honor Roll each quarter with a cumulative 3.99 GPA as of Fall 2016.
- Expected to graduate in December 2016.
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SKILLS |
- Experienced writer and editor, with great attention to detail
- Regularly use HTML5, CSS, PHP, JavaScript, SQL, XML
- Familiar with HTTP and RESTful APIs
- SIP, WebRTC and VoIP audio quality troubleshooting
- MS Office (Word, Excel, Visio, PPT), Visual Basic, and SharePoint
- Adobe Photoshop and InDesign
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