Jess Single

651-***-**** aceug7@r.postjobfree.com www.jrsingle.wordpress.com

QUALIFICATIONS

5+ years technical writing, instructional and 15+ years of software knowledge: Microsoft

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curriculum design, training facilitation Office Suite-Word, Excel, Visio, PowerPoint,

One Note, Publisher, SharePoint, Adobe

The ability to collaborate and interpret

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Photoshop, Knowledge Base, SnagIt, WebEx,

information from subject matter experts

WordPress, HTML, CSS, Learning

Strong organizational skills sufficient to meet

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Management Systems, Articulate, Captivate

tight timelines and adjust to changing schedules

Information Technology Infrastructure Library

and priorities •

(ITIL) Certification - 2006

EXPERIENCE

Randstad Minneapolis, MN 03/2014 - present

Technical Writer (Voya/ING)

• Plan, analyze and create content using technical writing theories, methods and tools

• Needs assessment and audience analysis for company/department goals for specific customer base

• Interview subject matter experts creating process documentation for business lines

• Maintain documentation SharePoint and intranet knowledge base sites

Optum/UnitedHealth Group Saint Louis Park, MN 05/2011 – 03/2014

Senior Technical Support Analyst: Incident Management

• Writing/editing IT knowledge processes

• Issue resolution for infrastructure, production scheduling, and data processes of applications

University of Minnesota Minneapolis, MN 08/2010 – 05/2011

Boynton Health Service: Information Technology Professional

• Developed training manuals for the various computer systems and provided just-in-time training

• Provided desktop support clinic wide including lab, pharmacy, billing, and scheduling systems; resolve

customer workstation problems in an expedient manner

College of Education & Human Development: Technical Coordinator 07/2007 – 08/2008

• Provided informal hands-on training and written documentation for computer users

• Updated technical knowledge base for helpdesk team support documentation

UMPhysicians Minneapolis, MN 12/2002 - 04/2007

Information Services, Trainer, Technical Writer and End User Support Analyst

• Created training documentation and classroom facilitator

• Technical writer/editor for helpdesk team support documentation, updated knowledge base

EDUCATION

Metropolitan State University St. Paul, MN 08/2009-05/2014

Bachelor of Arts (BA): Technical Communication; Minor: Training and Adult Development

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