Michael Cantu Email & Phone Number

Dallas, Texas, United States

• Create and edit knowledge base articles to help support center analysts find information about software, hardware, procedures, and troubleshooting steps.• Collaborate with subject matter experts and department leaders to ensure the information in articles is accurate.• Standardize article layout and style; improve and document the editing and publication processes; and update templates used for submitting change requests.• Track articles through the publication process for managing and reporting purposes.

Las Vegas, Nevada, United States

• Created and edited procedural documentation for flight operations, aircraft maintenance, and customer service employees.• Assembled and customized flight manuals, operating manuals, and standard operating procedures using manufacturer documentation.• Created and updated forms to improve layout and include fillable fields.

Southlake, Texas

• Collaborated with subject matter experts, developers, and instructors to document technical specifications and tested products to confirm the accuracy of published materials.• Wrote, edited, and disseminated customer communications regarding product releases and maintenance events.• Created and edited instructional materials and online resources to meet training objectives.• Established best practices for organizing and managing materials and cataloging documents and files.• Maintained customer-specific and training department web and SharePoint sites.• Maintained databases and spreadsheets used to track training classes and student information.

Plano, Texas

• Created communications and procedural documentation for customers and employees using Dreamweaver, Madcap Flare, NetSuite, and Outlook.• Published documents, online help, knowledge-based articles, frequently asked questions, and training announcements.• Collaborated with company leaders, developers, and subject matter experts; researched technical specifications; and tested software to confirm the accuracy of information disseminated to customers.• Coordinated with team members to establish standards and procedures for writing, delivering, and managing communications and resources.

Southlake, Texas

• Created and edited instructional materials and online resources to ensure training objectives are achieved and customers are prepared to utilize Sabre Airlines products.• Maintained customer-specific and training department web and SharePoint sites.• Resolved customer issues by collaborating with subject matter experts, researching technical specifications, reviewing documentation, and testing products.• Maintained databases and spreadsheets used to track training classes and student information.• Established best practices for managing training materials and organize a cataloging system for documents and files.

Dallas, Texas

• Researched regulations, company policies, and procedures to ensure the accuracy of information in training materials, operational manuals, and communications to employees.• Created and revised content, edited graphics, and published operations manuals in collaboration with department leaders and subject matter experts.• Ensured that policies and procedures complied with federal regulations and were consistent among the Flight Operations, Ground Operations, Inflight, and Maintenance manuals.

Dallas, Texas

• Coordinated with project sponsors to establish learning objectives and determine deliverables for training programs.• Created and edited training materials, job aids, and knowledge assessments.• Edited and wrote articles for a quarterly employee magazine, From the Ground Up.

Baltimore Washington International Airport

Coordinated daily station activities and collaborated with Customer Service, Dispatch, Flight Operations, and Maintenance in order to effectively serve Southwest Airlines’ customers and meet the operational needs of the station.Trained company policies, departmental procedures, and federal regulations to station employees.Audited procedures and documents to ensure compliance with federal and company requirements.

Alexandria, Virginia

• Managed the Eligibility Department and supervised the processing of applications for certification.• Proposed, standardized, and documented eligibility policies and procedures.• Created and edited candidate handbooks, applications, and correspondence.