Raymond Miller

acfx0p@r.postjobfree.com

San Francisco Bay Area www.raymonddmiller.com

415-***-****

Senior Content Strategist and UX Writer

Strategically focused, senior content producer with a powerful combination of usability and content skills successfully applied over 14 years at both startups and established companies.

Solution-oriented problem solver with extensive experience in substantially enhancing the user experience while proactively resolving issues such as drop-offs, inefficient production cycles,

Core Strengths and Expertise

Content strategy Customer and employee training

Localization and translation Search engine optimization

User testing Agile software development

HTML, XML, properties, and CSS Process improvement

Professional Experience

Symantec Corporation, Mountain View, CA February 2011 - present

Principal User Experience Writer, Symantec Trust Services

Create and implement content strategy for three brands: Symantec, GeoTrust, and Thawte. Manage content translation and localization for 20 locales and 16 languages. Work with designers, software developers, QA engineers, and project managers to generate sales leads, integrate currencies, and resolve usability issues such as drop-offs.

Shortened content development and translation time by 40%: Cataloged existing website content,

converted xml strings to property files, and applied single-sourcing techniques that eliminated

manual updating and significantly reduced the number of files.

Implemented processes that reduced QA workload and shortened the development cycle by three

weeks: While driving design and content for major releases and internal initiatives, developed

processes that allowed software and QA engineers to access and apply content more efficiently.

Yahoo! Inc., Sunnyvale, CA October 2007 - April 2010

Contract Technical Writer, Yahoo! Media

Implemented internal help files and wiki pages for engineering. Researched technology and interviewed developers to document the latest tribal knowledge.

Content Producer III, Yahoo! Small Business

Wrote and edited engaging online help content for small business customers with various levels of technical skill. Leveraged own small business and startup expertise to improve product usability and functionality.

Worked with customer support to track and address usability issues and fix bugs.

Maintained and protected positive customer satisfaction rating: Provided immediate response to website outages and account changes.

Enhanced customer troubleshooting experience: Rewrote existing error messages and online help articles to create logical flows and eliminate confusion.

SuperMicro, San Jose, CA Aug. 2006 - Oct. 2007

Technical Writer, SuperMicro Engineering

Published documentation for five hardware product lines, including add-on cards and back planes. Provided user manuals for up to seven first-to-market releases per month. Supplied concise, accurate source materials for resellers.

Increased team documentation output by 30%: Created InDesign templates, expanded image

database, and evangelized single-sourcing for all manuals.

Trained staff members and improved documentation team skill level: Provided training to writers in content development, single-sourcing, graphic development, publishing, and customer service.

ServiceBuzz Corporation, Mountain View, CA April 2003 - August. 2006

Technical Writer, Trainer, and Usability Specialist, Internet startup

Wrote and iterated user interface content, online help, marketing materials, and sales copy. Provided onsite and remote training to administrators and staff in all aspects of account management and online scheduling.

Supported sales and marketing efforts: Provided subject matter expertise for sales calls, customer

visits, and conference booths.

Identified and addressed gaps in training: Established training system, implemented user guides

and online help, and influenced usability changes that greatly reduced service calls and negative

customer feedback.

Tumbleweed Communication (Axway), Redwood City, CA December 2000 - April 2003

Technical Writer, Tumbleweed Engineering

Took reins of content production for several firewall security products including web filters and network appliances. Produced complete set of documentation for fast-paced software development cycle (up to six releases per year) including Administrator Guides, User Manuals, account emails, and error messages.

Solidified branding efforts: Developed Admin Guide and online help templates to improve

presentation and emphasize the Tumbleweed brand.

Education

Master of Fine Arts, Professional Writing, University of San Francisco, San Francisco, CA

Master of Arts, English Literature, University of Oklahoma, Norman, OK

Bachelor of Fine Arts, Creative Writing, Arkansas Tech University, Russellville, AR

Mastering Marketing: Marketing a Brand, Continuing Studies, Stanford University, Palo Alto, CA

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