Customer Service Human Resources
Resume:
Objective
A challenging position in a dynamic company where I can apply my strong
technical communication skills. I am a self motivated team player with a
diversified skill set. I work well with all stakeholders to identify the
product documentation requirements, and also to provide input on product
design and usability. My primary skills are the ability to quickly
understand complex concepts, and communicate them in an accurate and
concise manner.
Software Experience
Adobe Acrobat PowerPoint StarTeam
Excel Project TFS
FrameMaker Robohelp/RoboHTML VersionOne
MadCap Flare Sharepoint Visio
PaintShop Pro Snag It Word
Employment History
Jack Henry and Associates (formerly Goldleaf Financial Solutions and
Alogent Corporation) Norcross, GA (11/01 to 5/11)
Lead Technical Writer (10/09 to 5/11 Jack Henry and Associates) - Worked
with an agile Development team to create end-user documentation for new and
existing features for the Alogent brand of products. Responsibilities
included working closely with the Product Management team to ensure feature
functionality was well understood and easily communicated. Additionally,
coordinated work load with two additional writers to ensure coverage for
four onshore development teams as well as four offshore development teams.
Responsibilities also included performing ad hoc end user testing to
enhance product usability.
Lead Technical Writer (1/08 to 10/09 Goldleaf Financial Solutions) - Worked
with an agile Development team to create end-user documentation for new and
existing features for the Alogent brand of products. Responsibilities
included working closely with the Product Management team to ensure feature
functionality was well understood and easily communicated. Additionally,
coordinated work load with another Writer to ensure coverage for three
development teams.
Information Development Manager (11/01 to 1/08 Alogent Corporation) -
Responsible for managing the activities of the technical writing team to
ensure the successful completion of all projects associated with current
development, support, and training activities. The Development teams were
organized into agile multi-functional units, and the Technical Writing and
QA teams worked cross-functionally with them. Responsibilities included
compiling project plans and assigning tasks, generating management reports,
conducting staff meetings, and working on writing tasks for features.
Additional responsibilities include managing the ongoing need for internal
process development and standards, and human resources tasks such as
performance reviews, career planning and defining objectives.
Novient Atlanta, GA (12/00 to 11/01)
Documentation Manager - Managed a team of writers to ensure the successful
implementation of all projects. Responsibilities included coordinating the
resource effort required for development and maintenance releases,
assigning project tasks, generating management reports, conducting staff
meetings, and working on release specific writing tasks. Additional
responsibilities included maintaining documentation standards and human
resources tasks such as performance reviews, career planning and defining
objectives.
Hotpalm.com Atlanta, GA (5/00 to 12/00)
Lead Technical Writer - Worked in a startup environment to define
documentation requirements for a wireless product line. This included
creating user manuals and online help for the wireless banking, real
estate, and auction products. Responsibilities included working with the
Quality Assurance and Development teams to define the project plan, and to
create internal processes.
Surgical Information Systems Alpharetta, GA (5/99 to 5/00)
Lead Technical Writer - Developed training materials, online help, and
marketing materials for Perioperative Information Systems Management tools.
Product modules included Scheduling, Administration, and Clinical. The
documentation was used in the hands-on training of hospital administrators
and end users in the operating room. Other responsibilities included
coordinating writing assignments, training and mentoring junior level
writers, training the trainers, and creating documentation for internal
processes and marketing.
Clarus Corporation Atlanta, GA (6/94 to 5/99)
Lead Technical Writer - Developed user documentation for the Expense
Accounting, Human Resources, and HRPoint applications. Responsibilities
included coordinating writing assignments, tracking project schedules,
training, and supervision. Additional responsibilities included
establishing departmental standards and procedures, and writing user
guides, on-line help, and marketing materials for financial applications in
a client server based environment.
American Software, Inc. Atlanta, GA (10/86 to 6/94)
Senior Technical Writer (4/89 to 6/94) - Provided custom documentation
services for clients with customized applications. Deliverables included
customized user guides, technical system specifications, how-to manuals,
processing procedures, and ad hoc marketing materials. Other
responsibilities included developing and maintaining style guidelines for
the technical writing group.
Technical Writer (3/87 to 04/89)
Developed and maintained the documentation suite for the Demand Forecasting
system in the R&D group. This position also included providing support for
the Amsoft Support Network. Responsibilities included assisting clients
with reporting product issues, marketing, maintenance, and product
demonstrations.
Customer Service Representative (10/86 to 03/87)
Responded to client calls in the Call Center. This included gathering
information in order to determine the specific product issue, and then
notifying the appropriate product support representative for resolution of
the issue. Also helped to revise and improve the method of tracking client
calls.
Education
Bachelor of Business Administration
Georgia State University
Professional Organizations
Society for Technical Communication
Awards
Society for Technical Communication-Award of Excellence
Clarus Corporation-President's Circle
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