Customer Service Engineer

Elizabeth H. Cerri

*** ****** *****

Stephens City, VA 22655

Phone: 703-***-**** e-mail: ********@*****.***

Profile

** ***** ********* ******* ** years supervisory and team

experience lead experience

Top Secret Clearance 10+ years Software Development

Design templates, processes, and Lifecycle (SDLC) experience from

procedures for business process design through test/release

improvement.

Business process analysis Software development support,

Web content creation including end-user documentation

Training and training, online Help

systems, and Tier 1 Helpdesk

scripts.

Internet and New Media Project management

Research, develop, compose, and Experience in BPR, ITIL, CMMI,

edit technical documentation Information Mapping, and PMO

including user manuals, training methodologies.

materials, installation guides, Able to translate technical

proposals, and special reports. information into understandable

documentation

Professional Experience

netconn Solutions

2007 - Present

Senior Technical Writer

Manage multiple projects simultaneously to support DoD contracts,

engineering,, Project Management Office, Marketing and Business

Development, and Human Resources departments. Analyze project needs to

determine deliverables, and manage project timelines and milestones. Work

across matrixed organization to meet deadlines and deliverables.

. Research, compose, and edit IT-related technical and proposal

documentation.

. Ensure the use and accuracy of technical terminology.

. Collaborate with engineers, writers, and subject matter experts to ensure

the contextual integrity of documents.

. Create and manage document templates for technical engineering guides.

. Participate in process engineering for project management office, and

audit the CMMI process.

. Translate technical information into clear, readable documents to be used

by technical and non-technical personnel.

. Edit functional descriptions, system specifications, user manuals,

special reports, and other customer deliverables and documents.

. Maintain version control at each stage of the review and editing process.

. Organize, participate, and contribute to review teams.

AOL LLC (previously AOL/Time Warner and America Online), Dulles, VA 1997 -

2006

Senior Technical Writer

Lead US, Europe, Mexico, and Canada writing teams to implement AOL Help

systems to 34 million subscribers. Manage contractors on projects

developing user support materials. Analyze, design, develop, and deliver

various documentation and training to support proprietary AOL publishing.

Edit documentation to ensure quality, consistency, and accuracy. Prepare,

manage, and coordinate statements of work and project plans.

. Designed and implemented AOL Client Help for 34 million customers

worldwide.

. Designed web-based Life Cycle procedure for training of new project

managers.

. Managed member-facing content for US and International AOL clients.

. Analyzed, designed, and managed global implementation of AOL Help

content.

Elizabeth H. Cerri Page Two

Northrop Grumman, Reston, VA 1996 - 1997

Senior QA Test Engineer

Analyzed system and development requirements. Developed and wrote scripts

for cases to test for quality assurance. Created and maintained UNIX

relational database for testing. Developed templates for test scripts and

problem tracking.

. Designed test script template used by test engineers which improved

regression testing accuracy and turnaround.

. Developed test workflow for image, optical character recognition (OCR),

ascii text and UNIX database storage.

Freddie Mac, McLean, VA 1994 - 1996

Business Analyst

Designed, developed, and trained other employees on GUI development and

Help tools for application support. Authored system administration and end-

user manuals, and computer-based training documentation in support of

products. Analyzed current processes and change requirements to perform

gap analysis of documentation and training needs for new systems and

applications.

. Piloted first in-house Windows help in support of integrated software

application which enabled users to research stock and market information

in real time.

. Designed and piloted first CBT training for proprietary software package.

. Provided training and documentation for employees on new systems.

Ideas Commercial Systems, Chantilly, VA 1991 - 1994

QA Test Engineer (1992 - 1994, Training Specialist 1991 - 1992)

Worked as part of software development team in design, development, and

testing of commercial software applications for imaging systems. Conducted

train-the-trainer, classroom-lead, and computer-based tutorials for

commercial clients. Created and maintained technical documentation.

. Established the first testing department, procedures, and testing

practices for software development support.

. Served as Beta Tester for Windows 95 and desktop objects.

. Initiated automated testing tool for product testing.

Professional Insurance Agents Association, Alexandria, VA 1977 - 1990

Manager, EDP and Administration

Managed customer, billing, claims, and data processing systems for $92

million per year insurance department. Managed department operations for

staff of 45, including customer service, administration, and data

processing. Administrated monthly billings and reporting for multi-million

dollar insurance accounts, comprising 60% of association's revenue.

. Managed computer conversion of 8 life and health benefit programs for

over 80,000 customers nationwide.

. Developed technical, written procedures for data processing and

administration departments.

Education

Candidate for W3C Webmaster Certification (4.0 GPA), Penn State University,

2002 - 2003

Diploma, Greenwich High School, Greenwich, CT

Professional enrichment courses in: Business Systems Analysis, Technical

Writing, Information Mapping, Object Oriented Systems, Visual Basic, HTML,

Java Script, Web Publishing and Administration, Database Management, and

Management

Computer skills

DOS, Windows, Microsoft Office, Microsoft FrontPage, Dreamweaver,

Framemaker, HTML, JavaScript, UNIX, BASIC, Visual Basic, RoboHelp, Doc-to-

Help, Authorware, Homesite, Imaging and OCR software

Contact this candidate