Robert B. Kennedy

*** ***** ****** ******

Bloomfield, NJ 07003

609-***-****

acc3jm@r.postjobfree.com

Senior Technical Writer

SKILLS SUMMARY

Technical Writer distinguished in NYC region as project lead or independent

performer for nearly 15 years. Demonstrates unparalleled oral and written

communication skills; interfaces equally well with engineers, executives

and team members. Infectiously positive personality demonstrates great,

cooperative spirit and faces challenging tasks with a smile.

Areas of Experience: Project Management, Business Analysis, Software

Requirements, Manuals, White Papers, Online Help and

Procedures

Recent Tool Experience: MadCap Flare, SharePoint 2010, Confluence

Wiki, SharePoint, Documentum

Tool Proficiency: SnagIt, Visio, FrameMaker, RoboHelp, MS Office

Technical Environments: Windows/UNIX; Middleware, Various DBs, and

Data Centers.

Multilingual: Fluent in English and German; partially fluent

in Spanish.

PROFESSIONAL EXPERIENCE

Time Warner Inc., NYC, NY

Senior Technical Writer/August 2013 - Present

. Created a comprehensive system guide in Word for a complex legacy HR

system in preparation for a major upgrade. This document included swim

lanes, process flows and detailed descriptions of interfaces, with a

heavy emphasis on Visio. Also created a Runbook for use troubleshooting

frequently failing jobs.

SAVVIS, Jersey City, NJ

Senior Technical Writer & Change Manager/January 2010 - June 2013

. Managed all documentation for large customer (PR Newswire) migration of

all servers and Operational functions to Savvis. Project Manager for

Application Runbooks and Policy and Procedure document.

. Wrote 100-page Operations Runbook, including many diagrams in Visio;

policies and procedures and Wiki updates. Updated all documents related

to data center migration including DNS and server detail documents.

. Working closely with application teams, created ten (10) Application

Runbooks that documented application environments in the new

infrastructure.

. Responsible for updating, organizing and optimizing a customer-shared

site using SharePoint 2010.

. Chosen to lead Change Management efforts as "Change Manager," responsible

for the interpersonal coordination and all documentation for production

changes to a 500-server infrastructure. Took lead role in reducing

deployment errors from 15-20% to less than 2%.

. Leading project implementation of BMC Remedy Force, a help desk platform

that integrates with Salesforce.

New York City's DOITT (IT Dept.), NYC, NY

CONSULTANT: Senior Technical Writer/August 2009-January 2010

. Hired for intensive project as an emergency replacement for previous

writer. Completed original site content, including help terms, and a user

manual for the New York City Transparency Project. Also supplemented user

and admin manuals for the e-Lobbyist online application.

Verizon Wireless, Branchburg, NJ

CONSULTANT: Senior Technical Writer/Aug 2008-Aug 2009

. While assigned to National Network Support, worked with Project

Management department and drove all department documentation. Wrote user

and admin manuals as well as test scripts and test plan for wide-scale

software (Primavera) upgrade. Managed both Stellent and SharePoint

content repositories.

Associated Press (AP), Cranbury NJ

CONSULTANT: Senior Technical Writer/Jan 2008-Aug 2008

. Created new user manual for AP Admin 4.x, an application that is the most

critical internal application for the largest news organization in the

world, using RoboHelp. AP Admin unites company-critical web applications,

including AP Images and AP Exchange, behind a single interface. Created

quick-reference cards and targeted help guides for international users.

Administered SharePoint documentation portal.

AllianceBernstein L.P., New York, NY

CONSULTANT: Senior Technical Writer/Jun 2007-Dec 2007

. Interviewed subject-matter experts and created Admin and End User manuals

in Word for an internally developed, company-wide workflow application.

Documents were edited within and posted to Microsoft's SharePoint

document management system.

Mars Electronics, West Chester, PA

CONSULTANT: Lead Technical Writer/Nov 2006- May 2007

. Sole writer in intensive, short-term (.Net) software project for division

of Fortune 500 Company. Wrote Online Help in RoboHelp from Software

Requirements documents, created installation and disaster recovery

documents for both internal and external audiences.

Comcast, Mt. Laurel, NJ

CONSULTANT: Technical Content Manager/ Mar 2006- Nov 2006

. While assigned to the Quality Systems and Project Management departments

as lead writer, edited mission-critical NOC documents in Stellent

document management system. Promoted to sole administrator of 1,000 NOC

Methods and Procedures (troubleshooting) documents. These

responsibilities are critical to safeguarding the national Comcast

network and preventing tens of thousands of dollars in losses due to

prolonged outages.

Cendant, Mt. Laurel, NJ

CONSULTANT: Technical Writer/Oct 2005- Mar 2006

. Created large user manual in Word and RoboHelp for an upgrade to

iClosingsDirect (a .Net application) used daily by thousands nationwide

to close real estate transactions directly from co-edited requirements.

Manual included context help using RoboEngine for .Net environments.

Worked with team of Business Analysts refining UML diagrams. Also created

an online manual using RoboHelp for the company's Help Desk System.

NCS Technologies, Edison, NJ

CONSULTANT: Business Analyst & Technical Writer/Jan 2005-Oct 2005

. Wrote requirements, designed wireframes and edited documentation for a

Java (J2EE) thin-client software application for use by one of the

world's largest telecommunications companies.

. Maintained and updated UML diagrams with lead architect.

. Saved client outsourcing costs by writing and editing white papers,

brochures, and press releases.

. Volunteered to write test scripts for undermanned QA department;

independently wrote test cases and test scripts for Quality Assurance

testing with Mercury Test Director and Quick Test Pro.

RBC Capital Markets, New York, NY

CONSULTANT: Lead Technical Writer/Sep 2004-Dec 2004

. Wrote User Guides and Technical overviews (using Word, RoboHelp and

Visio) documenting proprietary software at a global investment bank (FX

Tool, Equity Derivatives, Hedge Funds and Accounting).

. Completed writing under tight deadlines due to OSFI ("Canadian SEC")

auditor demands for documentation; some documents used to fulfill

Sarbanes-Oxley requirements. Helped prevent

penalties for non-compliance that would have cost millions of dollars in

fees and business losses.

phpwebsitemanual.com

CONSULTANT: Part-Time Technical Writer, Founder/Jan 2004-Jun 2006

. Self-directed effort founding phpwebsitemanual.com, a document support

site for phpwebsite (Open Source software). Edited help documentation

written by core developers. Wrote original interviews and created

promotional contests for best software modifications. Grew site to over

1,000 members.

NCS Technologies, Princeton, NJ

CONSULTANT: Technical Writer/ Nov 2003-May 2004

. Wrote documentation for a new Java application for the largest online art

archive for a non-profit foundation (www.jstor.org) that serves the

academic community worldwide with digital media access. Wrote

requirements, white papers, created technical diagrams and maintained

large Wiki.

Independent Projects/Self-Employed

CONSULTANT: Marketing & Technical Communications Writer/Jul 2001-Apr 2004

. Founded Text Excellence, Inc. to provide short-term project support for

regional technology companies. Customers included WebSci (White Papers in

FrameMaker), EcoSol (PowerPoint presentations), Kolaco (Software User

Manual in MS Word) and other companies (Web content, Press Releases and

other marketing materials). Last major project ended October, 2003

(ThruPoint).

Radianz, Inc., New York, NY

CONSULTANT: Technical Writer/Jan 2001-Jun 2002

. Wrote Corporate Security Policy document in RoboHelp (rewritten from a

230-page Word source doc) for the corporate Intranet. Edited large

Security Framework document for prospective customers. Created detailed

network security and organizational charts in Visio and Word 2000 Style

template.

. While assigned to Global Business Continuity Manager (12 months), wrote

and edited Disaster Recovery Contingency Plans in PowerPoint, Visio, Word

and RoboHelp. These plans were used effectively in Radianz' NYC office

during the September 11 crisis.

Dow Jones & Co, Inc., South Brunswick, NJ

CONSULTANT: Technical Writer/Jul 2000-Jan 2001

. Led writing efforts among Architecture Group for new enterprise-wide

standards and practices. Created Policy and Procedure documentation for

IT Intranet site as well as printed material. Created numerous templates;

diagrams in Visio; PowerPoint presentations and conversions.

ACADEMIC EDUCATION

St. Joseph's University, Philadelphia, PA, 1989

BA, English

Julius Maximilian University, Germany, 1994

German Fluency Certificate, (Required for admission to German Universities)

TECHNICAL EDUCATION

ITIL Foundations v3 Certified, 2011

ITIL Intermediate (Certified in 3 Areas) 2012

Service Operations, Continuous Improvement, Service Transition

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