Customer Service Technical Writer
Resume:
Mark Ferralles *************@*****.***
San Pedro, CA 907032
American Honda Motor Co., Inc.
Web Administrator November 2003 - June 2011
. Designed, edited and published company wide broadcasts to over 6,000
users focused on security related issues, urgent operating system
updates, and upcoming outages of business services.
. Facilitated, managed, and published web content for company's
internal technical website. Significantly improved the graphics
quality and navigation menu for ease of use, as well as
substantially increasing the number of participating department's
and their content, resulting in an expansion from 10 pages to over
200 web pages.
. Increased web traffic from 100-200 hits per month to over 4,000 hits
per month. Adjusted content and presentation as necessary so that
the website could be used by all North American Honda companies as a
resource for technical information.
. Provided communication and web support to over 10 IT departments
which resulted in information being made available to entire
population of Honda web users.
. Major contributor to the overall design of a new communication
template used by business and engineering teams to communicate
planned outages and emergency upgrades to ensure consistency in
communication among diverse groups.
. Developed efficient and effective communication by creating content
with links for company wide broadcasts to expand access to
additional information by clicking on a link, rather than having to
read through a lengthy broadcast.
. Ensured timely introduction of content, monitored content for
continued viability throughout its lifecycle, and assisted in
determining a retirement strategy for existing content as needed.
. Participated in peer reviews and usability analysis, and incorporate
feedback into both written and online content to develop better
communication methods.
Toyota Motor Sales
Sr. Technical Writer September 2002 - October 2003
. Responsible for updating entire library of procedures for Production
Support Services and ensured all procedures were up-to-date with a
newly designed template and current numbering system.
. Created a new format for operating procedures, changing disorganized
and inconsistent content, into readable steps that helped to reduce
operational errors.
. Under tight deadlines, produced a comprehensive metrics report which
generated a positive response from two levels of local management,
as well as the Executive Japan Management staff.
. Interacted with multiple Subject Matter Experts to create a
comprehensive list of topics that required documentation,
prioritizing each topic in order of importance. List was used to
communicate with management to reflect the scope and breadth of the
department's documentation requirements.
. Received numerous requests from other internal departments for
assistance in creating similar documentation standards, numbering
schemes, and operation manuals.
Mark Ferralles
Nissi Media, Inc. March 2001 - August 2002
Sr. Technical Writer
. Created user guide for company's flagship streaming media and VoIP
communication application, from inception to completion under
aggressive deadlines.
. Successfully migrated HTML Word Help files into Dreamweaver HTML,
resulting in smaller file sizes that were integrated into each final
build.
. Designed, prototyped and promoted an innovative approach to
integrating graphics as a method to convey information.
. Took on extra responsibility by created new process for creating web
graphics with greater color and clarity, resulting in the Training
department using these images in PowerPoint presentations.
. Drafted standards for language, style, and document structure for
entire writing staff.
Covansys June 2000 - February 2001
Sr. Technical Writer
. Responsible for company proposals/RFI's, ensuring errors were
corrected before being submitted to a client, resulting in
significant improvement in the quality of outgoing proposals.
. Took on responsibility of being the main intake of all documentation
generated for clients - checking to ensure consistent voice and tone
was applied across all content.
. Selected by management to create a writing department to mentor
junior writers for billable external assignments.
. Engaged multiple technology teams to create RFI's, verifying
critical software requirements for an effective and accurate
business analysis of client's needs.
. Responsible for review of proposals/RFI's valued at $1 to $3
million.
. Increased branch revenue by selling documentation services.
. Worked with Regional Vice President to develop a sales program for
documentation services.
. Instituted and enforced language standards by consistently editing
all documentation and FAQ's.
. Communicated with multiple technology teams to create RFI's,
verifying critical software requirements for an effective and
accurate business analysis of client's needs.
. Significantly reduced localization costs by reducing word count of
translated documentation.
. Reduced printed materials by moving all content except learning
guides online.
. Directed the implementation of single-sourcing using WebWorks and
FrameMaker.
Mark Ferralles
Intertainer.com August 1999 - March 2000
Sr. Technical Writer
. Created a single point of reference for managers to retrieve
documents produced by technical writing staff by
hand coding HTML page for documentation department.
. Received positive feedback from customer service representatives and
management for effectively designing a customer service guide.
. Successfully documented complex content management software package,
enabling new clients to utilize custom made software features.
. Eliminated substantial printing costs by converting FrameMaker
documents into PDF files.
Sony Pictures Entertainment June 1999 - August 1999
Sr. Technical Writer
. Effectively redesigned accounting user guides for ease of use by
personnel located on movie lots.
Oracle Corporation - Financial Services Center November 1997 - June
1999
Sr. Technical Writer
. Redesigned legacy software user guides to adhere to the company's
master style guide.
. Took on extra responsibility by checking additional user guides
within the documentation department to ensure consistent tone and
adherence to the master style guide.
. Significantly reduced printing and archiving costs by converting
FrameMaker files into PDF files.
. Trained new writers in the use of FrameMaker, PDF and HTML
troubleshooting, as well as basic guidelines for writing for an
international audience.
. Tested documentation for accuracy against end user applications,
where appropriate.
Citicorp / Citibank Development Center May 1996 - October 1997
Sr. Technical Writer
. Redesigned legacy software user guides to adhere to the company's
master style guide.
. Coordinated technical input from eight programmers assigned to
internal projects.
. Simultaneously supported up to 10 writing and editing projects while
maintaining all deadlines.
. Created user's guide for Electronic Smart Card project to distribute
to over 20 countries.
. Wrote detailed ATM maintenance and upgrades procedures for various
Citibank ATM machines which required extensive testing in research
lab and resulted in increased accuracy of all documentation related
to the project.
. Restructured lengthy installation instructions into manageable
blocks, for ease of reading and implementation for complex
processes.
. Proficiently used Interleaf (publication software), updating user
guide as needed by various departments within Citibank.
. Created and published Y2K newsletter distributed to entire IT
department.
Mark Ferralles
Education
Degrees
. Bachelor of Arts: Communication
California State University, Northridge
- Dean's Achievement Award
- Lambda Phi Eta Honor Society
Certifications
. ITIL V3 Foundations
Professional Development and Training
. Information Mapping
. Time Management - Franklin Covey
Skills
Adobe Acrobat Pro Lotus Notes 8.5 Remedy Service Desk
Basic/Standard
Adobe FrameMaker MS Excel RoboHelp/RoboHTML
Adobe Photoshop MS FrontPage SnagIt
AT&T Connect MS Outlook SnagIt Studio
Captivate MS PowerPoint Visio Pro
Dreamweaver MS Publisher Visual Source Safe
Documentum ECMS MS Word WinZip
Documentum Webtop Omniture Web Analytics
Publisher
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