David X. Groff Email & Phone Number

Phoenix, Az, Us

Greater Phoenix Area

United States

Northern Arizona

I am an author of web-based documentation for Requirements Management and Automated Testing Software Products in a DevOps environment. This visible, dynamic, interconnected content delivers a high-quality experience that speaks directly to client business goals. I am a recognized technical authority and client liaison, who interprets task analysis results and document level feedback to improve content quality, to better understand client’s goals, and manage expectations on the use of… Show more I am an author of web-based documentation for Requirements Management and Automated Testing Software Products in a DevOps environment. This visible, dynamic, interconnected content delivers a high-quality experience that speaks directly to client business goals. I am a recognized technical authority and client liaison, who interprets task analysis results and document level feedback to improve content quality, to better understand client’s goals, and manage expectations on the use of the product. I am proficient using HTML and XML (DITA) markup languages for content creation of multiple software deliverables; including: Product Pages | Online Topics | Embedded Assistance Components | Education Assistance Modules | User Roadmaps | Quick Start Guides | Security Bulletins (PSIRTS) | Fix Lists & Download documents | Multimedia Tutorials I assemble and process software product documentation translation packages for international language dialects, and verify TVT for single-byte & double-byte character sets.As a member of the user technology group our collaborative effort resulted in the successful transition from single product content information centers to a comprehensive Knowledge Center that provides consistent, simplified and improved user experience for search and navigation, and improved performance and reliability. Show less

Irvine Ca

I am a technical professional who supports clients in the deployment and use IBM commercial Software Products. I successfully implemented an issue avoidance strategy and drove the adoption of a self-help infrastructure that resulted in a 30% increase in first call resolutions and a 50% deflection of submitted problem reports where client issues were solved via web self-help.I have published 800+ technical documents about the deployment and use of integrated system products that resulted in… Show more I am a technical professional who supports clients in the deployment and use IBM commercial Software Products. I successfully implemented an issue avoidance strategy and drove the adoption of a self-help infrastructure that resulted in a 30% increase in first call resolutions and a 50% deflection of submitted problem reports where client issues were solved via web self-help.I have published 800+ technical documents about the deployment and use of integrated system products that resulted in 60% improved time to resolution and a 20% increase in lower tier support resolution.As a Knowledge-Centered Support Coach, I mentored and assessed groups of support engineers, from multiple software product divisions, in the creation and reuse of knowledge solutions which resulted in 70% improved time to proficiency and a 40% improvement in employee satisfaction with improved access and optimized use of resources available to help diagnose and resolve client issues.I provided on-going guidance and leadership as a recognized technical authority within the Rational Software Group, to help align support workflow and processes to adopt knowledge centered support principles. As an innovative contributor to the IBM business intelligence organization, my participation in the search engine optimization project "gumshoe", helped in the successful development of e-assist strategies for Enterprise Content Management. Show less

Mount Arlington Nj

As a support engineer, I provided technical assistance by telephone, remote desktop, and onsite meetings to troubleshoot application configurations & system deployment issues for integrated requirements, change, and quality management (CLM) software products. Providing timely, accurate solutions for complex multi-product implementations, resulted in high levels of customer satisfaction and numerous highly satisfied client satisfaction surveys. As a subject matter expert, I was entrusted… Show more As a support engineer, I provided technical assistance by telephone, remote desktop, and onsite meetings to troubleshoot application configurations & system deployment issues for integrated requirements, change, and quality management (CLM) software products. Providing timely, accurate solutions for complex multi-product implementations, resulted in high levels of customer satisfaction and numerous highly satisfied client satisfaction surveys. As a subject matter expert, I was entrusted with client production data to analyze and repair database integrity issues that could not be remotely corrected. Show less

Mt Arlington Nj

Enterprise Client-Server Financial Software, Technical Support, System Administration, Training, Software Development and Testing, Write Technical Documents, Create Presentations, Windows and Unix platforms.

Kingsland Nj

Write Technical Documentation, System Design and Integration of the ALQ 136 Radar Jammer, Collaborate with Software, Digital, and RF Design Teams, Integrate and Test System sub-assemblies, Reprogram Circuit Card Assemblies, Perform Signal Spectrum Analysis, Flight Line Test LRU