Gregg L. Bender
530 Brooke Street; Charles Town, WV 25414
• (H) 304-728-4971 (C) 417-496-8861
greggb57@gmail.com


OBJECTIVE
Experienced Technical Writer/Editor seeking permanent airline/aviation/aerospace-related position that will use my skills in training, supervision, writing, editing and document production.

PROFILE
• A “professional explainer” with extensive experience and significant accomplishments in writing, editing, producing, improving and layout of documents.
• Results-driven, detail-oriented, a self-starting professional with proven ability to take the initiative.
• Able to work as a team player or independently as needed.
• Excellent supervision and communication skills.
• Accurate and efficient in the ability to handle and prioritize multiple tasks.
• Deadline-driven, flexible, and logical technical/creative writer with natural ability to understand, analyze, and explain complicated information to technical and non-technical audiences alike.
• Proponent of Plain English in technical documentation.
• Trained in Information Mapping and the JPL Levels of Edit, familiar with the use of the FAA Air Transportation Oversight System (ATOS) and Safety Attribute Inspections (SAI), MLA and APA styles.

EDUCATION
Southwest Missouri State University (Now Missouri State University), Bachelor of Science in Professional Writing and Communication, 2003.

EMPLOYMENT
CACI International, Inc. Arlington, VA Security Clearance: Public Trust
Technical Writer - Contractor 4/2007 – Present
• Technical writer at Ft. Detrick, MD supporting United States Army Defense Medical Logistics Standard Support (DMLSS) software, a just-in-time e-commerce inventory solution that has transformed the acquisition and distribution of medical supplies to both peacetime hospitals, deploying and deployed forces.
• Used MS Word to create, edit and revise document templates, software documentation and software manuals to IEEE standards.
• Create and modify PowerPoint presentations for Subject Matter Experts.

MAXjet AIRWAYS, Dulles, VA
QA Maintenance Technical Writer 3/2006 – 11/2006 (Position Eliminated)
• Revised aircraft and airline manuals to standardize terminology, formats, and fonts.
• Proofread, edited electronically and on paper.
• Corrected factual errors, grammar, spelling, and typographical errors.
• Administered electronic information database for internal use.


INDEPENDENCE AIR, Sterling VA
Customer Service Analyst/Technical Writer 12/2003 – 01/2006 (Company filed for Chapter 7)
• Responsible for and researched, wrote, edited, and revised United Express and Delta Connection Station Operations Manuals and the Independence Air Customer Care Manual.
• Wrote bulletin series which was included in the Customer Care Manual on revision.
• Responsible for weekly Customer Service newsletter to disseminate new policy information and reminders to field.
• Documented internal computer reservations and office software for employee training.
• Researched and wrote airport vehicle and ground equipment operation instructions, Ramp Agent and Customer Service agent training material and guidelines, and general company-wide Policy and Procedures.
• Create and modify PowerPoint presentations for Subject Matter Experts, Training Instructors and Classes.
• Interviewed subject matter experts, such as management, computer programmers, flight crew members, instructors, front-line employees, for the above documents.
• Hand-picked after six months to summarize confidential Department of Homeland Security and Transportation Safety Administration aviation-security related information for in-house use by various audiences. Summaries are critical to employee security training and employee management of security issues.
• After one year, received, coordinated, and answered questions on Customer Service Help Desk phone line.
• After one year, administered internal Company database files in Navitaire/Open Skies reservations system for front-line employee use.
• After sixteen months, administered accountable documents (ticket stock, vouchers, drafts, etc.) recording system.
• Member of beta test team (software/website bug detection and usability studies) for award-winning FLYi.com web site.

AIR WISCONSIN AIRLINE CORP. (dba UNITED EXPRESS)
Lead Customer Service Agent 05/1980 - 10/1993 and 12/1994 - 02/2001
• Five years experience in supervising high-volume airline ramp and customer service operations at O’Hare International Airport.
• Administrative “high-access user” on United Air Lines Apollo computer reservations system which entailed the responsibility for oversight of all Air Wisconsin/United Express files.
• Supervised United Express Lost/Damaged baggage service office in Springfield, MO to maintain Company standards. Reviewed and corrected files to ensure accurate information to other departments and customers.
• Reviewed, investigated, and corrected approximately half of the Air Wisconsin/United Express system’s lost luggage files. This work directly lowered lost/damaged baggage statistics reported to Department of Transportation, as well as company costs.
• Ground Security Coordinator Designee and Conflict Resolution Officer (1996-2001) directly responsible for supervision of day-to-day airline security checkpoint, explained regulations to security employees and customers at checkpoint. Negotiated and resolved ADA-related issues with customers.
• Supervised up to fifteen employees in airline customer service and ground operations to maintain a safe, on-time operation.
• Negotiated and resolved problems with workers and customers to ensure smooth operation and satisfied customers.
• Trained employees in safe, efficient, airline ground and customer service operations, airport security, aircraft servicing, effective customer service, baggage service, air freight, proper cash handling procedures, and efficient ticket counter operation.

AIR WISCONSIN AIRLINE CORP. (dba UNITED EXPRESS)
Customer Service Agent 05/1979 - 05/1980
• Highly experienced in front-line customer service, airline ticketing, and airline ground operations.
• Five years experience in high-volume airline ramp and customer service operations at O’Hare International Airport.
• Negotiated and resolved problems with workers and customers to ensure smooth operation and satisfied customers.

SOFTWARE
MS Office, PowerPoint, Publisher, FrontPage, UAL Apollo Computer Reservations System, Open Skies/Navitaire Computer Reservations System, Adobe Acrobat, Photoshop Elements, FullShot, SnagIt, and various screenshot software packages.