Dorian Rua
Rockaway
Summary
Results-driven technical and content operations leader with extensive experience in developing high-impact training programs and managing complex content ecosystems. Proven track record in leveraging data analysis for continuous improvement, enhancing customer experience, and ensuring content accuracy across diverse markets.
Overview
30
30
years of professional experience
Work History
Sr. Manager, Service & Training Content
Samsung Electronics America
Ridgefield Park / Englewood Cliffs
01.2013 - Current
- Began as part of the Training Team delivering live classroom instruction and developing certification curricula for the Care Service Team; advanced through Field Service, Digital CX Content, and Product Support roles before moving into content leadership.
- Led daily collaboration with senior management and engineering teams to align training and content needs with product readiness and service priorities.
- Developed annual project roadmaps aligned with business needs, leveraging data analysis of content performance, repair trends, TAT, REDO, and service KPIs for continuous improvement.
- Managed service-related video productions, overseeing scripting, voiceovers, editing, and publishing for internal teams and customer experience (CX).
- Partnered with Marketing and Readiness teams to establish new model taxonomy; coordinated with Engineering to approve and publish new model content on the Samsung Service App and Global Manual site.
- Audited and maintained content accuracy and compliance with global standards across multiple product categories (B2B, B2C).
- Utilize Adobe Suite, Synthesia AI video production, Microsoft Office, and working knowledge of HTML, iFrame, and JavaScript to support content creation and system updates.
Regional Account Manager / Training Specialist
Casio America Inc
Little Ferry/Dover
01.2000 - 01.2013
- Evolved from bench technician for handheld PCs and small electronics to technical training expert, progressing to regional account and training manager in 2008, overseeing service accounts and enhancing overall business performance.
- Directed regional business operations and performance standards across Caribbean and Latin American markets, supporting 45+ accounts with aligned KPIs and delivering technical classroom training.
- Led technical training sessions for business leaders and service teams, strengthening product knowledge and operational consistency.
- Developed multilingual service guides and training materials, improving service efficiency and customer satisfaction.
- Delivered expert technical support to cross-functional teams, resolving complex issues involving electronics, PC hardware, monitors, and TV systems.
- Produced video content (scripting, voiceovers, editing, publishing) to enhance product education and optimize service delivery.
Electrical Apprentice
Maximum Electric
Fairlawn
01.1997 - 01.2000
- Installed wiring, conduit, and electrical lines for new construction and renovation projects, ensuring compliance with safety standards.
- Installed lighting fixtures, outlets, switches, and basic electrical components according to project specifications and local code requirements.
- Assisted licensed electricians with residential and commercial electrical installations, ensuring safe and compliant work.
- Assisted in troubleshooting and repairing common electrical issues, enhancing reliability and boosting customer satisfaction.
- Developed foundational skills in electrical safety, tools, and installation techniques that prepared for advanced technical roles.
Education
Diploma - Electronics, Computer Applications & Networking Technology
Computer Learning Center (CLC)
Paramus, NJMicrosoft MCP Certified / CompTIA A+ Certified
Solartech Training Center
Little Ferry, NJSkills
- Video production and editing
- Scripting and voiceovers
- Publishing and content management
- Content accuracy
- Technical service management
- Product training development
- Curriculum design strategies
- Data analysis
- Adobe Creative Suite
- Microsoft Office Suite
- HTML and JavaScript
- Copilot and Gauss AI
- Gemini and Synthesia AI
- Project resource allocation
- Influencing and negotiation
- Time management
- Adaptability to change
Core Skills
Copilot, Gauss, Gemini, Synthesia, Adobe Suite, Microsoft Office Suite, Video Production (Scripting, Voiceovers, Editing, Publishing), Electronics, PC Hardware, Monitors, TV Systems, HTML, iFrame, JavaScript, English, Spanish
Timeline
Sr. Manager, Service & Training Content
Samsung Electronics America
01.2013 - Current
Regional Account Manager / Training Specialist
Casio America Inc
01.2000 - 01.2013
Electrical Apprentice
Maximum Electric
01.1997 - 01.2000
Diploma - Electronics, Computer Applications & Networking Technology
Computer Learning Center (CLC)
Microsoft MCP Certified / CompTIA A+ Certified
Solartech Training Center