Executive Summary

I am proficient in most software applications. I have recognized skills in graphic arts (Corel World Design Contest Certificate of Achievement). Other application skills include basic NT networking, Microsoft Windows through 2000 and a wide variety of products from Microsoft Office, Adobe, Corel, Macromedia, AutoDesk and many others, including Visio and Microsoft Project.

I have developed and delivered training for technical writing and process documentation, including development information in career training to the Educational Secretariat in China. I have published white papers relating to technical writing, process documentation, management developmental issues, industrial training and quality assurance.

I have working skills in all types of QA systems, JIT environments and the design/manufacturing industry, including procedure and quality assurance system development (ISO9000-1994 & 2000, TQC-Kaizen), process and business model research (data-flow, standard model), technical writing, curriculum development (traditional, competency-based, self-paced, online) resource material design and production (online, CD, hard-copy), evaluation system design and application, project and personnel management experience and organizational skills. I am experienced in proposal development, budget management and planning. I have performed project management and operations implementation, including managing team and individual performance targets. I have worked with CMM, documented software and hardware lifecycles and application development test procedures.

I have certification in two technical trades and considerable experience in mechanical and production industries. I have extensive experience with Workers’ Compensation regulations, having taught safety in a college environment and through delivery of rigging safety training. I have gas and electric welding skills and have instructed at the college level.

I am an excellent self-starter and work equally well in an independent or group environment. I have worked and supervised in both union and non-union worksites. I have considerable experience in negotiation, in both public and private environments.

Experience

Quality Assurance and the I.T. Industry

• consultant for service desk/call center improvement project
• consultant for Service Excellence Project relating to Knowledge Management Project
• project manager for call center documentation management
• establish ITIL/ISO standards for call center document management
• implement procedures and process for managing call center documentation
• provide liaison services between TELUS and clients
• identify and define best practices in service delivery
• define service desk scope and relationships to Service Level Agreements
• provide introductory training to processes
• define requirements for service desk/knowledge management improvements
• establish and define scope for three-tier service system

• research and document the current business model
• research and develop a sales engagement business model
• document and develop sales engagement procedures and standards
• research and develop best practices in the IT outsourcing industry
• identify and implement benchmarking and process management procedures
• establish a quality management system for operations
• develop and implement documentation control
• develop and implement process and procedures for operations management, resource management, systems management and customer processes
• develop an ISO-based Level A Quality Assurance Manual
• develop templates and style guides for documentation, including System Management Documentation and Customer Management Reports
• develop and implement internal auditing procedures, record-keeping systems for quality control
• research and test quality management and planning tools
• assist in system information discovery and performance planning

• develop standardized procedures for workflow, project management and customer relationships
• develop standardized templates and procedures for documentation
• develop process, methodology and structure for customer-facing documentation, including proposals, implementation plans, architectural reviews and records
• identify process areas for development and improvement
• development and implementation of best practices and process

• design and implement a documentation infrastructure for enhanced management of over 200 NT-based servers
• implement, document and manage a server management infrastructure for NT, UNIX and OS/2 servers across the domain
• develop and implement documentation standards for project planning, testing, implementation and reporting
• document lab testing of Windows 2000/Active Directory/Exchange 2000 implementation in a mixed environment
• provide procedure development and documentation services to system architects and management personnel
• develop standards and procedures for work management, data management and interrelated processes
• develop training resources for implementation of business plans

• design and implementation of a quality control program in a large print shop
• identify processes, procedures, tools and metrics
• document procedures and standards
• develop an implementation plan for quality assurance
• produce and deliver orientation sessions for managers and personnel
• develop and implement a quality control infrastructure

• ISO certification requirements and preliminary audits

• consultation for implementation of quality assurance programs

• initial consultation on implementation of ISO

Business Management

• business engineering, structural analysis and process development
• project management, writing and editing management
• interact with clients, personnel and government agencies
• produce proposals, plans, implementation schedules and deliver services
• develop and produce Quality Assurance resources
• research and implement best practices in documentation and production
• establish procedures and checkpoints for the development of documents
• standardize development procedures from initiation to final production
• research and analyze market trends, requirements and standards

• Kaye-Smith Ltd.
• SONOCO Ltd.
• TELUS (various divisions, primarily technology-based)
• ISM-BC (an IBM subsidiary)
• TEC Corporation
• Methanex Corporation
• Curragh Resources
• Skeena Cellulose
• Ministry of Education
• Ministry of Advanced Education, Training and Technology
• Ministry of Small Business, Tourism and Culture
• UAP/NAPA
• Insurance Corporation of British Columbia
• Price-Armstrong Inc.
• various B.C. Community Colleges

Silva Bay Shipyard School Managed operations in Canada’s only fulltime wooden boatbuilding school. Responsible for all aspects of the operation, including student handling, board reports, budget management, public relations and daily operations.

Northern Lights College Department head for multi-trades technical training. Responsible for management of the department, including full and part-time instructors, clerical staff, daily operations annual budgets, purchasing, curriculum development, liaison with government personnel and with other colleges.

Northland Sportsman Enterprises Ltd. Owned and operated two Gulf Canada service centers. Responsible for the management of over thirty employees, business operations and corporate liaison.

Independent Automotive and Heavy Equipment Repair Owned and operated a general repair shop, performing repairs and service to tracked, wheeled and other heavy equipment.

Lansdowne Auto Center Service manager of a multi-bay Certigard automotive repair shop.

Technical, Mechanical and Manufacturing

• Independent Automotive and Heavy Equipment Repair – Fort St. John
• Lansdowne Auto Centre – Victoria
• Northland Sportsman Enterprises Ltd. – Fort St. John
• Nanaimo Gulf Service – Nanaimo
• Harris Chev-Olds – Nanaimo
• Cypress Disposal – Victoria
• McKenzie Esso – Victoria
• Fairfield Esso – Victoria

I also constructed demonstration/show trucks for VMAC, utilizing underhood air compressors and hydraulic air compressors. This required the design and installation of electrical and hydraulic systems. I have participated in the design and development of underhood air compressor systems as a necessary component of developing the installation and service manuals.

Technical Writing and Publishing

• research, document, design and produce installation, service and maintenance procedure manuals
• develop training program and resource materials for distributors
• establish publishing methods using PageMaker, MSWord, Adobe products and AutoCad
• provide consulting services for graphic design and for improvement of document production processes
• create LAN intranet for distribution of documentation and change control processes in documentation

TEC Corporation (Quintette Coal)

• research and develop field repair procedure manuals
• research and develop reconstruction shop procedure manuals
• design and implement on-site training programs for job entry

TELUS

• document processes and procedures
• prepare customer status reports
• develop standards and prepare strategic technology plans, implementation plans and other technical documents
• document laboratory and software application tests
• document system management and implementation

Curriculum Development and Training Delivery

• develop and manage a multi-campus Mechanical Trades Division
• maintain budget requirements, allocate funding and resources for programs
• manage clerical and instructional staff
• liaise with government, management, union and industrial representatives
• research, locate and implement entry-level and advanced training programs
• design and produce a distance education entry level trades training program
• develop relationships with national and international corporations to provide integrated training programs

Centre for Curriculum, Transfer and Technology

• manage writing and editing groups, including review committees and industry representatives
• develop curriculum outlines and training program blueprints
• write and produce program resource materials
• consultant for training delivery methodology and industrial development
• development of the five-level training outline for technical writers
• establish coordination between ministries and college representatives at management levels
• establish processes for the development of training resource materials

McMillan College - Program Designer/Instructor

• design, organize, produce and implement a task-oriented, two-year, Provincially-recognized diploma program in Information Technologies
• instruct classes in web design, printing/publishing, technical writing, graphic design, computer graphics, quality assurance programs and research
• provide research and consulting services for continuous improvement and documentation of development and application processes

Ford Motor Company of Canada

• technical training instructor for Ford technicians in electrical troubleshooting, electronic diagnosis, emission control systems and electronic engine controls

VMAC (Mangonel Corporation)

• installation and service training for underhood compressor systems, at locations such as General Body, Edmonton AB, Lee Transport, Columbia SC, Messer Truck Company, Portland ME. and other locations

Education and Qualifications

• Associate Degree, Post-Secondary Education (University of British Columbia)
• Certificate in Management Skills for Supervisors (University College of the Cariboo)
• Automotive Technician TQ 5025-AM-75, App. #23,200
• Heavy Equipment Technician TQ 6710-HD-87
• British Columbia Vehicle Inspection Program #M00007-001 type 123456A
• CFC/HCFC/HFC Certification Interprovincial #BC5869
• Numerous OEM certifications (Ford Motor Company, General Motors, etc.)
• Certificate in Internal Auditing CQA (J.P. Russel & Associates)
• Microsoft Certified Systems Engineer, Networking Essentials (NT4)
• CorelDraw Certificate of Achievement
• Business Management, (Open Learning Agency)
• U.S. DoD unclassified document clearance authorization, TPIN and CAGE number

Contact Information: Tel. 250.247.2071 Fax. 250.247.2071 email citech@shaw.ca

Copyright(c) 1998 Irv Boichuk and The Software Contractors' Guild, Post Office Box 257, Nottingham, NH USA 03290-0257