Wrote CRM software tools and solution-centered support course materials, including user guides, quick references, and process documentation, and delivered training to more than 150 engineers in both North America and Latin America.  Wrote training materials and delivered training for SMS (the SAP CRM solution) and Clarify, meeting project implementation timelines.  Wrote training materials and delivered training for Primus, a global solution database, giving engineers better access to known solutions, resulting in more widespread distribution of knowledge within the company.  Prepared 2nd line support organization for BSI audit. Department passed with no findings.  Wrote and implemented all processes for new global call center according to ISO standards  Designed and maintained various customer support websites.  Wrote manuals and work instructions, translating complex technical information gathered from engineers into an understandable, readable format.  Wrote, implement