Customer Service Software

Victoria Inness-Brown, M.A.

Senior Technical Writer

Summary

Award-winning and versatile technical writer, bilingual in

English and Spanish. Capable of understanding difficult

concepts; perseveres in solving complex problems, and writes

with an innate sense of logic and an in-depth attention to

detail. Researches, organizes, writes, edits, and single-source

publishes print and online documentation for complex software

and hardware systems. Creates and edits technical drawings,

screen captures, screen videos, and digital photos; develops

graphic design and layout; designs and

creates websites.

Education

M.A. mathematics, UC.S.D., La Jolla California

B.A. mathematics, U.C.S.D., La Jolla California

Production Software Experience

Uses standard and structured FrameMaker, Microsoft Word, LaTex

editor, Microsoft Excel, Microsoft PowerPoint, Microsoft

Outlook, Webworks Publisher, QuarkXPress, PageMaker, RoboHelp,

WebHelp, RoboHTML, Visio, PaintShop Pro, Adobe PhotoShop, Adobe

In Design, Macromedia Dreamweaver, NetObjects Fusion, Xara

Extreme, Xara Menu Maker, Adobe Acrobat, SnagIt, Microsoft

SharePoint, Microsoft Communicator, and Perforce Software

Configuration Management System.

Professional Experience

Teradata Corporation 7/09-12/09,

1/10-2/10

Interviewed subject matter experts (SMEs) and wrote new content,

created and edited screen captures, and supervised the creation

of technical drawings by a professional graphic designer. Used

Structured FrameMaker to update user, administrator, and

programmer documentation for data warehousing software tools and

utilities supporting the optimal management and use of Teradata's

huge proprietary databases. Documented Java and XML based tools

included:

Metadata Services, with utilities for data conversion, browsing,

accessing SQL views, and managing repositories holding

customer-specific XSD meta data and the associated meta-models

used in XML-based Teradata databases

Teradata Workload Analyzer for optimally managing query workloads

and generating workload reports

Teradata Query Scheduler for scheduling database queries

ODBC Driver Setup for Teradata Databases

Tracked and contributed to Discrepancy Reports (DRs) and Requests

for Change (RFCs). Performed quality checks on documents.

Prepared files for translation and release.

Cubic Transportation Systems 10/08-12/08

Assisted in the December 2008 mass-transit system documentation

release. Edited and updated engineering design specifications,

test plans and procedures, proposals, and client-specific user

documentation for Cubic systems, including turnstile and

ticketing subsystems for clients operating train and bus station

systems.

QUALCOMM Incorporated 10/04-6/08

Accepted the most difficult assignments as part of a publications

group documenting MediaFLO mobile TV technology. Worked in a

fast-paced Agile software development environment meeting tight

deadlines. Researched content by interviewing subject matter

experts (SMEs). Wrote, edited, created technical drawings and

screen captures, modified graphic design, and updated original

administrator and user documentation following MediaFLO

documentation style guidelines. Documented Java and XML-based

provisioning applications. Created and updated engineering

specifications for provisioning user interfaces and provided

input for those interfaces. Wrote, created technical drawings,

and updated original developer and API reference guides

describing the use of web services for developing custom SOAP and

XML-messaging client applications for provisioning, billing, and

customer service gateways. Edited the FLO System High Level

Design Document describing the highly detailed mathematical and

engineering design of the MediaFLO mobile-device chip. Learned

Eclipse JDT to update XSD drawings.

Fair Isaac Corporation/HNC Software/eHNC 3/99-10/04

As team leader, supervised five other writers developing a

documentation set for Model Builder, then the most high-priority

project at Fair Isaac. Model Builder is a Java-XML based

client/server system for importing, analyzing, and exporting huge

amounts of historical data; and for building, validating and

deploying predictive analytic models. Was personally responsible

for 70% of over 1100 pages of documentation.

Researched material by interviewing subject matter experts. Used

traditional FrameMaker to develop a single-source user guide and

online help system. Created a beginner's tutorial, getting

started guide, administrator's guide and advanced user's guide.

Developed administrator documentation for the Falcon Case Manager

Server running on a Sun Sparc workstation. Wrote application

developer and administrator documentation for the Java and

XML-based Critical Action Platform (CAP). Developed administrator

and user help systems and hard-copy documentation for a

Java-based fraud-prevention utility for Internet merchants.

Developed C language API reference guides and installation and

configuration guides for UNIX and Windows clients for the eFalcon

Internet fraud prevention system. Created and maintained a

configuration management library for all eFalcon documentation.

Developed administrator and user guides for C++-based rule-editor

and case management user interfaces running on Windows and

accessing Oracle or SQL Server databases. Compiled release notes,

whitepapers and edited model performance reports. Edited an API

reference guide for the XML-based Qpass Wallet. Designed and

created FrameMaker templates.

Memec, Inc. 11/98-3/99

Used RoboHTML to create a context-sensitive HTML help system for

Visual IDEAS, an in-house Windows-based program supporting

Memec's demand-creation strategies. The software tracks

customers, parts suppliers, projects, board designs, parts,

design wins and demand forecasts.

CMstat, Inc. 1/98-6/99

Wrote administrator guides for Oracle-based UNIX and Windows

client/server CM software written using OpenROAD Server and Java

client. Developed training materials. Created Java-based user

help for a query tool that retrieves CM data over the Internet.

Created Java-based user and administrator help for CM software.

Designed and created FrameMaker templates. Created online and

hardcopy documentation archive libraries.

Metro Software, Inc. 11/97-12/97

Used RoboHTML to create a prototype help system for data

management software.

Aptex Software, Inc. (later merged into 7/96-10/96, 4/97-10/97

HNC Software)

Wrote administrator guides for an automated online email-response

system for UNIX and Windows servers. Developed user guides for

Windows client user interfaces. Developed administrator and

programmer guides for UNIX-based artificial-intelligence

applications and HTML server applications for websites presenting

ads, catalog entries, and personal matches for an Oracle-based

dating service. Documented Java-based UNIX server components of a

data-mining system using context vectors. Developed a Tcl

programmer's guide for creating prototype neural network

applications.

Foresyte Technologies 10/96-11/96, 3/97-4/97, 3/98-4/98

Developed an administrator guide for a FreeBSD-based X Windows PC

application for setting up servers, Ethernets, firewalls, email

accounts and websites. Created help systems for Internet

utilities.

Litronic, Inc. 10/96 to 3/97

Developed a software requirements specification for the U.S.

National Security Agency describing the FORTEZZA Crypto Card

Cryptologic Interface Library for an audience of application

developers. The specification described a full API.

Alliance Integration & Services 7/95-7/96

Wrote installation and configuration procedures and user guides

for UNIX client/server, Informix based imaging systems for credit

unions. Wrote user and administrator guides and authored a

Windows 95 help system for CheckSafe check-scanning software.

Developed a PowerPoint presentation for training users on an

imaging workflow process.

McGregor Van De Moere 11/95-5/96

Wrote a combined user and administrator guide for a FoxPro

database application for third-party health insurance

administrators managing enrollee data, subscriber invoices,

insurance payments, report generation, customer service and

electronic file transfers. Designed and created FrameMaker

templates.

Computervision 8/94-7/95

Updated a getting started guide and Windows help for

computer-aided design (CAD) software for creating process and

instrumentation diagrams (P&ID). Interviewed SMEs and wrote user

and administrator guides for UNIX client-server conflict-checking

software. Created a getting started guide and text-based help

system for UNIX software libraries of parametric architecture,

engineering, and construction (AEC) components. Developed an API

reference guide for C++ P&ID software.

General Instrument 3/94-8/94

Designed a graphic user interface (GUI), created artwork, and

co-wrote a specification for the next version of software to

control uplink programming for the Digicipher II system that

decrypted cable TV signals on equipment installed at the site of

the end user. Edited and developed artwork for other

specifications. Created ISO-9000 forms.

Horizons Technology 2/94-3/94

Created a user's guide and help system for a CD-ROM software

catalog for the Fox Movietone collection of news and movie clips.

Foresyte Technologies 2/93-2/94

As team leader, supervised two other writers and a graphic artist

while developing a set of hardware and software documentation for

a Ricoh LAN printer and is associated print manager program.

Athens Corporation 6/93-9/93

As team leader, supervised two other writers while developing

extensive hardware documentation for sulfuric and hydrochloric

acid recycling equipment. The documentation was described as the

best ever seen by the inspectors certifying the safety of the

equipment.

Channelmatic 5/91-5/93

Created hardware installation, operation and maintenance manuals

for automated video editing and commercial insertion equipment

for cable TV headends. The manuals eliminated customer complaints

about documentation and greatly reduced the cost of the company's

toll-free customer service line.

GigaTrend, Inc. 3/91-10/91

Developed user guides for DAT tape backup systems for PC LANs and

IBM AS-400s. The documentation received a positive review in the

September 1992 issue of

LAN Technology.

Ventura Software, Inc. 5/90-2/91

Developed documentation for Ventura Publisher on the Mac. Updated

a user guide for a combination database and forms software

application.

CP Manufacturing 6/89-5/90

Developed hardware installation, operation, maintenance, and

troubleshooting guides for aluminum can sorters, flatteners and

densifiers. Developed a company binder and tabs. Created a

site-preparation brochure. Received an award from the 1992

Southwestern Arts and Publications Competition of the Society for

Technical Communicators. Documents were translated into French,

Italian and German.

Writing by Design 2/87-6/89

Created business plans for an Irvine-based venture capital

company. Edited computer component manuals for Jonos

International Corporation of Fullerton. Developed a printer

buffer manual for Vivatech in Anaheim. Developed a bioassay test

laboratory proposal and other projects for Aquatic Resource

Management Services of Port Hueneme.

Mitek Systems, Inc. 11/86-2/87

Developed hardware documentation for a tempest-proof laser

printer.

GE Calma Corporation 4/86-11/86

Worked on pilot projects that transformed documentation that was

extremely difficult to use into user-friendly manuals for

computer-aided design, computer-aided manufacturing, and

supporting database software.

OAR Corporation 11/85-4/86

Developed a software configuration management manual.

Intelligent Communications Networks, Inc. 4/84-4/85

Developed a user guide for a computer network of auto dismantlers

including software usage, hardware installation and maintenance.

Developed a one-page operation sheet for marketing and training.

Co-developed an installation and maintenance manual for a message

switching system. Researched and wrote a network configuration

analysis guide and procedures for network configuration and using

message switching software.

Maxwell Laboratories, Inc. 1/81-4/84

Developed a prototype installation, maintenance, and

troubleshooting manual for a microprocessor-controlled magnetic

welder. The document became known as the "Cadillac" of Maxwell

manuals and the design model for all subsequent manuals, ending a

long series of customer complaints about documentation. Also

developed installation and maintenance manuals for laser

power-conditioning systems, magnetic metal-forming equipment,

Marx generators, electromagnetic pulse (EMP) equipment and

pulse-power components. Wrote procedures for handling hazardous

waste. Wrote and produced brochures and videotapes. Developed

quality assurance and workmanship standards manuals.

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