Technical Writer Management

John (Jack) G. Michko *******@*****.***

**** ********** ***** ***.************.com

Suwanee, Georgia 30024 www.linkedin.com/in/jackmichko

Tel: 770-***-****

Senior Technical Writer / Business Analyst / Instructional Writer

Over 25 years experience as a professional writer, including 15 years

working with technical support staffs as a researcher, writer, editor,

and publisher of Information Technology and Marketing documentation

using Information Mapping and desktop publishing techniques to produce

the following:

. Print and Online Documentation for Software and Hardware

. Life Cycle Documentation (SDLC)-Requirements, Specifications,

Design, As-Built Documents

. Installation, Maintenance and Support, Administrator's, and

User's Guides

. Process-Flow Diagrams and Documents, Training Publications

and Classroom Materials

. Product Brochures and Specification Sheets, Press Releases,

Proposals

. Intranet and Internet Web Site Development, Web Content

Industry Experience

. Accounting, Banking, Financial . Point of Sales (Touch-Screen

Automation)

. Airline Operations, . Software and Hardware Development

Transportation

. Communications System Encryption . Telecommunications, Wireless

Provisioning

. Government, Military, . TV Broadcast

Intelligence, Security

. Oil and Gas Industry . Weather, Satellite Systems, Mapping

Software/Hardware Experience

. Access, Acrobat, Captivate, Documentum, Dreamweaver, Epic for XML,

Eudora, Excel, Firefox, Fireworks, Framemaker, FrontPage, FSCapture,

HiJaak, HTML Transit, Illustrator, InDesign, Internet Explorer, Lotus

Notes, Netscape, PageMill, Paint Shop Pro, Photoshop, PowerPoint,

Project, Publisher, RoboHelp, SnagIt, Solid Converter to PDF, Tivoli,

Visio, WinFax, Word.

. SDLC Documentation, Information Mapping, Single-Source Authoring,

Cascading Style Sheets, HTML.

. Mac OS-X, Windows Platforms, UNIX, LAN Wireless Routers, Modems,

Digital Photography.

Employment History

ING U.S. Financial Services, Inc., Atlanta, Georgia Jan 2010-Present

Contract Senior Technical Writer (Full-Time Telecommuting Position)

. Developed User's and Installation Guides for Work-At-Home agents

detailing new company-wide Web-based (Juniper) and hardware-based

(FortiNet) VPN remote access systems, as well as Support Model

Documents, Help Desk (Call Center) Knowledge Base scripts, call-flow

documentation, and Visio diagrams.

. Wrote guides on connecting and configuring various supporting hardware

and software for Work-At-Home staffers, including Samsung monitors,

Avaya hard phones, Avaya IP SoftPhone, Jabra headsets, wireless router

configurations.

. Created flow diagrams and documentation on the company's new Disaster

Recovery procedures.

. Updated existing Visio diagrams highlighting the ING network across

the country.

. Wrote Wiki articles for company developers and engineers detailing

their work in solving network problems.

. Tools: Acrobat, Excel 2007, Framemaker, Photoshop, PowerPoint,

SharePoint, SnagIt, Visio, Word 2007.

Cox Communications, Inc., Atlanta, Georgia Dec 2009-Jan 2010

Contract Senior Technical Writer

. Transferred approximately 2,000 Cox Communications Call Center support

records and documents from an old database to a new Kana-IQ Knowledge

Base. Rewrote some records, updated others, and reallocated the data

to ease retrieval.

. Tools: Acrobat, Excel, Photoshop, SharePoint, SnagIt, Visio, Word.

Verizon Wireless, Inc., Alpharetta, Georgia Aug 2009-Dec 2009

Contract Senior Technical Writer

. Wrote a User's Guide and an Administrator's Guide for a new Web-based

employee-performance management application.

. Worked with in-house DBAs in developing a Technical Information Manual

on selected database processes.

. Tools: Acrobat, Excel, Framemaker, Photoshop, PowerPoint, SnagIt,

Visio, Word.

General Dynamics SATCOM Technologies, Duluth, Georgia Jul 2009-Aug 2009

Contract Proposal Writer

. Worked with company engineers in developing Proposal documents on

General Dynamics SATCOM terminal systems in response to RFPs from

potential customers.

. Created Visio diagrams showing SATCOM terminal hardware configurations

for Proposal documents.

. Tools: Acrobat, Excel, Photoshop, PowerPoint, SnagIt, Visio, Word.

ReachView Technologies, Inc., Atlanta, Georgia Apr 2008-Jun 2009

Contract Senior Technical Writer with the IT consulting firm (Full-Time

Telecommuting Position)

Supported ReachView engineers on General Communication, Inc. (GCI-Alaska)

project

. Wrote Technical Manuals for GCI on their Web application for managing

static IP address allocations and new load-balancing process on

servers supporting VoIP.

. Developed User's Guide for acquiring Citrix application to access

Ericsson Operations Support System (OSS) data.

. Created 126 large-scale Visio diagrams on rural wireless sites

throughout Alaska, as well as the Anchorage LAN and WAN support

infrastructures.

. Wrote SDLC Detailed Design and As-Built documents, User's and

Administrator's Guides, System Alarm and Deployment documents on Web

portal application for configuring and managing GCI's Internet-Usage

Collection application.

. Tools: Acrobat, Excel, Framemaker, Paintshop Pro, Photoshop, SnagIt,

Visio, VPN, Word.

ING U.S. Financial Services, Inc., Atlanta, Georgia Oct 2007-Apr 2008

Contract Senior Technical Writer (Full-Time Telecommuting Position)

. Wrote 150-300 page Framemaker documents on ING's IT infrastructure

Availability service classes, application monitoring systems and

associated training, and Configuration Management Database storage

systems.

. Developed Microsoft Word templates for requirements and reporting

functions during planning stages for new software applications within

ING's Information Technology group.

. Created two comprehensive User's Guides for mainframe application

software systems.

. Developed multi-page foldout brochure highlighting IT department's

services offered to its customers.

. Tools: Acrobat, Excel, Framemaker, Photoshop, SnagIt, Visio, VPN,

Word.

Cox Communications, Inc., Atlanta, Georgia Jun 2007-Oct 2007

Contract Senior Technical Writer

. Developed detailed process-flow documents for Cox Retail Stores and

Call Centers to process new Cox-Sprint wireless phone services in

selected markets throughout the country.

. Tools: Acrobat, Excel, Paintshop Pro, Photoshop, SharePoint, SnagIt,

Visio, Word.

ReachView Technologies, Inc., Atlanta, Georgia Feb 2006-Jun 2007

Lead Contract Senior Technical Writer with the consulting firm

Supported ReachView software engineers on BellSouth / AT&T Network

Management project

. Wrote and edited eight SDLC Application Specification documents and

their associated Detailed Design documents for network management

applications (Netcool, InfoVista, and NerveCenter), as well as VoIP

and IPTV tailored by ReachView Technologies. Documents contained

Business and System Requirements, Use Case scenarios, Application

Interface Inventories, Environment Definitions, system diagrams, and

application-specific information.

. Wrote Administrator and User Guides for two new applications engineers

developed for BellSouth / AT&T.

. Tools: Acrobat, Excel, Framemaker, Paintshop Pro, Photoshop,

SharePoint, SnagIt, Visio, Word.

Fortel DTV, Inc., Duluth, Georgia Aug 2006-Apr 2007

Contract Senior Technical Writer / Marketing Writer (Part-Time

Telecommuting Position)

. Wrote two User Manuals for High Definition TV (HDTV) printed circuit

boards and their associated control panels developed by Fortel DTV

engineers for the TV broadcast industry.

Delta Technology (Delta Air Lines), Atlanta, Georgia May 2004-Feb 2006

Lead Contract Senior Technical Writer / Business Analyst

. Lead Web content writer for new Field Operations .Net portal

supporting Delta Air Lines' worldwide stations.

. Wrote Management bios and company Standard Operating Procedure

directives for portal Web site.

. Created Documentum User's Guide for Operations Analysts and Field

Technicians.

. Developed Training and Maintenance Guides for repairing and

maintaining airport baggage tag printers, PBX phone systems, airline

customer kiosks, airport ramp baggage tugs, and wireless encryption

over a LAN.

. Wrote over 200 one- to four-page instructional documents for Field

Technicians using Information Mapping techniques.

. Tools: Acrobat, Documentum, Excel, Framemaker, Paintshop Pro,

Photoshop, PowerPoint, SharePoint, Visio, Word.

Bright Byte Consulting, Inc., Atlanta, Georgia Aug 2005-Dec 2005

Contract Senior Technical Writer / Business Analyst (Part-Time

Telecommuting Position)

Supported Bright Byte developers on Cingular Wireless and CompuCredit

projects

. Created a User's Guide for a new Cingular Wireless Web site developed

by Bright Byte.

. Set up an online Application Form using a PDF file, form fields, and

form field codes.

. Developed the content for the Web site and assisted in developing HTML

Help.

. Wrote Design Document and User's Guide for Phase 2-Cingular Customer

Service Application-of the Web site.

. Consulted on the Web site's navigation capabilities.

. Created database tables in a Design Document for a new CompuCredit

project.

. Tools included Acrobat, Excel, Framemaker, Photoshop, Visio, and Word.

Varec, Inc., Norcross, Georgia Apr 2004-May 2004

Contract Senior Technical Writer / Marketing Writer

. Created and provided editorial control for company's marketing

brochures for oil and gas industry.

. Wrote and edited selected company press releases.

. Updated existing Technical Information documents with new

specifications and requirements.

. Tools: Acrobat, Excel, Framemaker, Illustrator, InDesign, Photoshop,

PowerPoint, SharePoint, Visio, and Word.

Delta Technology (Delta Air Lines), Atlanta, Georgia Apr 1999-Apr 2004

Contract Senior Technical Writer, Information Architect, Business Analyst

. Served as an Information Architect in researching documentation needs

of development teams and advised management on appropriate steps to

meet those needs.

. Created and maintained 60-page company Intranet Web site containing

Word documents and PDF files, equipment photographs, data tables, and

Visio system diagrams to assist developers and Help Desk staff

maintaining Delta's worldwide passenger- and flight-tracking computer

systems.

. Wrote SDLC Requirement and Design Documents, Programmers Reference

Manuals, Installation and Help Desk Support Guides for new UNIX- and

Windows-based suites providing operational and reference information

to Delta staffs. Occasionally assisted other team members in creating

Robohelp Help files for new airline applications.

. Member of development team for using XML and Information Mapping for

deliverables.

. Developed hundreds of page-size and larger (50 X 30 inch) Visio

diagrams depicting complex physical and logical architecture of

Delta's network (LAN, WAN), hardware, and software systems.

. Set up Microsoft Access database (Tables, Queries, Forms, and Reports)

and Web-based online reporting form to track the technical writing

team's day-to-day production statistics.

. Served on company-wide high-level team that developed Disaster

Recovery procedures and documentation for the vast computer network

supporting Delta Air Lines.

. Tools included Access, Acrobat, Dreamweaver, Documentum, Excel,

Fireworks, FrontPage, HiJaak, Internet Explorer, Paintshop Pro,

Photoshop, PowerPoint, RoboHelp, Visio, Word.

Home Depot's Corporate Headquarters, Atlanta, Georgia Jan 1998-Apr 1999

Contract Senior Technical Writer (Full-Time Telecommuting Position)

. Created new User's Guide for store computer system by combining

company's Store System Guide and Standard Operating Procedure Manual.

Reformatted (Information Mapping) and rewrote major sections of the

documentation.

. Wrote training materials and two User's Guides (600 pages) for Windows-

based software and hardware system supporting new tool and truck

rental programs in selected stores.

. Developed 18 Quick Reference Guides for Home Depot customers

demonstrating the proper operation of rental tools.

. Tools included Acrobat, Excel, Framemaker, HiJaak, Photoshop,

PowerPoint.

Northern Telecom (Nortel), Norcross, Georgia Jul 1997-Jan 1998

Contract Senior Technical Writer

. Wrote, edited, updated, and published portions of 2,000-page set of

Installation and User's Guides for telecommunications UNIX-based

software application developed for major US companies.

. Developed online versions of documentation for presentation on the

Internet and Nortel's Intranet.

. Tools included Acrobat, Framemaker, Illustrator, Internet Explorer,

Photoshop.

Delta Technology (Delta Air Lines), Atlanta, Georgia Mar 1997-Jul 1997

Contract Senior Technical Writer

. Produced Maintenance and Support and User's Guides for a state-of-the-

art weather system's software and hardware package developed for Delta

Air Lines' worldwide Operations Control Center.

. Wrote and published a Product and Print Guide with procedures for

creating and printing large-scale weather maps for Delta Air Lines'

meteorologists.

Cable TV's The Weather Channel, Atlanta, Georgia Jul 1996-Mar 1997

Contract Senior Technical Writer

. Developed online system and hardware documentation for The Weather

Channel's new C++ client-server international weather reporting

system.

. Worked with software and hardware engineering groups to write

Functional Requirements and System Design Specifications and

Descriptions for the system's Central Development Document.

. Used Information Mapping techniques in writing Installation and User's

Guides for the system's host and client software.

. Wrote, edited, and converted MSWord documentation and Visio and

Illustrator technical drawings into Adobe Acrobat files with hypertext

links to reference materials for presentation on the Internet.

. Maintained a company Intranet site containing all project

documentation.

. Wrote, coordinated, and published The Weather Channel's weekly report

on status of system development efforts.

Science Applications International Corporation, McLean, Jun 1995-Dec 1995

Virginia

Technical Writer/Analyst

. Analyzed and wrote reviews of technical documentation, including

Concept of Operations and engineering plans, for key next-generation

intelligence collection systems and supporting programs expected to

impact long-term requirements of the US Intelligence Community.

. Represented the research laboratory of a major US intelligence center

at various Community-level working groups.

. Helped develop and maintain Management Information System database on

satellite imagery tasking, collection, and exploitation data.

Central Intelligence Agency Sep 1966-Jun 1995

Intelligence Operations Officer during residence in several foreign

countries, and later Management, Writer, Editor, Senior Intelligence

Analyst, and Communications Cryptanalyst in Washington.

. Researched, wrote, and published 30-40 page intelligence research

papers containing complex technical information and supporting charts,

tables, appendices, graphics, maps, photography, imagery, and computer-

aided design materials. Received three certificates of commendation.

. Wrote daily technical intelligence briefs for US policymakers at the

White House, National Security Council, Congress, and Department of

State, and conducted high-level briefings of my analysis for US and

foreign military and government officials. Awarded two large cash

awards for achievements as an intelligence analyst.

. Provided editorial quality control of all production, including

research papers, manuals, and journal articles.

. Led three separate research branches over a 10-year period. Developed

expertise in satellite imaging systems, and communications networks,

equipment, encryption techniques, and procedures. Received significant

salary increase for "outstanding leadership in support of research

programs."

. Helped design, develop, and test computer software used in recovering

foreign communications encryption systems. Developed methods and wrote

technical documentation and step-by-step instructional materials on

cryptanalysis techniques and procedures for CIA overseas stations.

Past Work Experience

. Senior Accountant with Warner-Lambert Pharmaceutical Corporation.

. Assistant Branch Manager in the banking industry.

. US Air Force Intelligence Officer involved with covert intelligence

operations in East Asia.

Education and Training

. Central Intelligence Agency internal training in covert intelligence

operations, as well as intelligence analysis involving technical

training in communications, satellite, and computer support systems.

Management development programs in Human Resources, Multicultural and

Diversity Awareness, Leadership and Management, and Counseling

Employees.

. Fairleigh Dickinson University; Madison, New Jersey;

Accounting/Business Administration.

. American Bankers Association; Dover, New Jersey; School of Banking and

Finance.

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