Summary
Work History
Education
Skills
Timeline
ProjectManager

Kate Frederick

Edina,Minnesota

Summary

Detail-oriented professional with extensive experience in executing complex projects within diverse industries. Proven ability to achieve project goals within cross-functional environments and with reticent participants.

Possesses a strong foundation in support operations and technical communications, including process optimization, knowledge management, documentation, customer communications, and training. Talent for, and mastery of, editing, proofreading, and technical writing.

Work History

Project Manager

Oracle
Remote, Minnesota
08.2015 - 08.2025
  • Managed projects to integrate acquired company Support businesses into Oracle Support.
  • Created and improved processes, procedures, and training for support acquisitions team.
  • Participated in requirements analysis for support systems enhancements.
  • Coordinated support systems UAT testing.
  • Generated reports and reporting requirements.
  • Developed expertise in support operations, customer communications and training, and data analysis.

Project Manager, Support Operations

Oracle
Eden Prairie, Minnesota
03.2007 - 08.2015
  • Managed service request system processes and projects for a global product support team, including migration to a new internal Siebel Call Center system.
  • Tracked headcount and hiring for a global product support team (1,000+ employees).

Product Support Operations Manager

Stellent
Eden Prairie, Minnesota
01.2006 - 03.2007
  • Managed the Support Operations team, 2 direct reports.
  • Led call center technology, process, and performance improvement projects, including the selection of new call center software.
  • Led the migration of all support systems and processes after the corporate acquisition.
  • Maintained resource schedules and managed payroll reporting for the support team.
  • Directed knowledge management activities, including website improvements.
  • Trained support employees on support systems and processes.

Product Support Operations Analyst

Stellent
Eden Prairie, Minnesota
04.2005 - 01.2006
  • Updated and maintained Clientele CRM software.
  • Evaluated, upgraded, programmed, and maintained Avaya ACD and CTI technology.
  • Designed and provided call center reports for use in staffing, quality assurance, performance measurement, budget planning, and continuous improvement.

Product Support Specialist

Stellent
Eden Prairie, Minnesota
08.2003 - 04.2005
  • Single point for support, training, QA, and documentation of hosted document management software.
  • Fielded product support calls.
  • Developed documentation.
  • Provided customer training.
  • Directed quality assurance testing.
  • Assisted with software implementation and customization.

Senior Technical Writer

Stellent
Eden Prairie, Minnesota
02.2001 - 08.2003
  • Wrote, edited, and published online help and PDF documentation for content management software.
  • Participated in redesign of authoring and publishing templates.
  • Devised technical documentation guidelines.

Technical Communications Consultant

Metsys Engineering
Eden Prairie, Minnesota
  • Worked on-site for clients at many U.S. and international locations.
  • As Senior Consultant: Managed projects, performed needs assessments, wrote proposals, reviewed translation bids, coordinated the production of localized documents, coordinated customer training programs, set departmental standards, and trained new employees.
  • As Technical Writer: Researched, wrote, illustrated, and edited operations and maintenance manuals, job aids, training guides, and computer-based training for packaging and processing machinery.

Technical Writer

Merrill Corporation
Saint Paul, Minnesota
  • Researched and wrote employee manuals, software user guides, process flow charts, and procedures for typesetting and software development departments.

Proofreader

Merrill Corporation
Saint Paul, Minnesota
  • Proofread typeset financial documents for spelling, grammar, and format.
  • Produced a new proofreading manual for the use of the proofreading department.

Mechanical Engineer

Woodward Governor
Rockford, Illinois
  • Directed all production engineering efforts for an aircraft-engine component manufacturing project (including machining, assembly, test, troubleshooting, change orders, specifications, FAA and DOD compliance, and supplier, customer, and end user communications).
  • Designed, prototyped, and tested new aircraft engine components.

Education

Bachelor of Science - Mechanical Engineering

Milwaukee School of Engineering
Milwaukee

Master of Science - Scientific And Technical Communication

University of Minnesota
Minneapolis, MN

Skills

  • Editing
  • Proofreading
  • Technical writing
  • Project management
  • Content management
  • Knowledge management
  • Communications
  • Support operations
  • Training development
  • Customer support
  • Data analysis
  • Attention to detail

Timeline

Project Manager

Oracle
08.2015 - 08.2025

Project Manager, Support Operations

Oracle
03.2007 - 08.2015

Product Support Operations Manager

Stellent
01.2006 - 03.2007

Product Support Operations Analyst

Stellent
04.2005 - 01.2006

Product Support Specialist

Stellent
08.2003 - 04.2005

Senior Technical Writer

Stellent
02.2001 - 08.2003

Technical Communications Consultant

Metsys Engineering

Technical Writer

Merrill Corporation

Proofreader

Merrill Corporation

Mechanical Engineer

Woodward Governor

Bachelor of Science - Mechanical Engineering

Milwaukee School of Engineering

Master of Science - Scientific And Technical Communication

University of Minnesota

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Kate Frederick