Customer Service Training
Resume:
Julie M. Stockton
Winter Springs, Florida 32708
********@*********.***
Summary of Qualifications
. Extensive experience writing software, hardware, procedural, and training
documentation for online and printed formats for a range of subjects and
audiences.
. Team collaborator with excellent research and interpersonal communication
skills.
. Consistent delivery of accurate user-friendly documentation on time and
within budget.
. Recently completed intensive 8-week digital media training learning HTML,
CSS, PHP, Word Press, search engine optimization (SEO) basics, audio-
recording software for podcasts and screencasts, and other web-related
tools.
Computer Experience
Adobe Acrobat Professional, Adobe FrameMaker, Adobe PhotoShop, Arbortext
Editor, Audacity, CSS, Doc-To-Help, FileZilla, Fullshot, HTML,
GarageBand, Google Analytics, Microsoft PowerPoint, Microsoft Word,
RoboHelp, SnagIt, Transmit, and WordPress
Professional Background
Lockheed Martin, Simulation, Training, and Support, Orlando, FL
Contract Senior Technical Writer (DCR, Inc), September 2008 - May 2009
. Researched, formatted, wrote, and edited operation and maintenance (O &
M) manuals and military training exercises using FrameMaker 7.0 and
Microsoft Word 2003.
. Selected and manipulated photographs and diagrams for use in O & M
manuals.
. Worked closely with project leads and engineers to gather and interpret
technical information.
. Converted technical manuals from FrameMaker to XML in Arbortext Editor to
create Interactive Electronic Technical Manuals (IETMs) and paper-based
technical manuals.
. Followed MIL-STD-40051-1, MIL-STD-40051-2, MIL-STD-2361B, and MIL-HDBK-
1222C.
Attorneys' Title Insurance Fund, Inc, Orlando, FL
Senior Technical Writer, January 2000 - June 2008
. Also worked as Temporary Technical Writer for part of 1994 and 1995 while
completing degree at University of Central Florida.
. Promoted from Technical Writer to Senior Technical Writer in 2003.
Lead writer and editor for administrative, procedure, and user manuals
for mainframe systems and Windows-based software applications for both
internal and external users.
. Peer editor for a team of three writers in the Technical Publications
Department.
. Wrote and edited articles for the company newsletters.
. Managed project schedule and mentored University of Central Florida
intern for Lawson Procedures Manual.
. Studied and interpreted requirements, use cases, and other project
planning documents.
. Maintained annually released versions of multichapter reference and
procedure books for use by Attorney Members of The Fund and the Legal
Department Underwriting Counsel.
. Created, updated, tested, and maintained a 1000 page interlinked PDF from
three FrameMaker books containing multiple hypertext and cross-reference
links.
. Collaborated with the Education and Training Department to update,
revise, edit, and reformat customer training workbooks.
. Assisted Test Team with QA functionality and regression testing of
mainframe system and software applications as required.
Julie M. Stockton 407-***-**** 407-***-**** ( ********@*********.***
2 of 2 [pic]
. Successfully troubleshooted issues with Adobe Acrobat PDFs and FrameMaker
files.
. Attended Use Case Training, Customer Service Excellence seminars, IBM
Rationale Software Training, and Capability Maturity Model( Integration
(CMMI) presentations offered in-house to improve communication and IS
Department processes.
. Attended in-house training to continually enhance knowledge of the latest
internal and external customer products and applications.
. Received several Center of Excellence Awards (COE) for supporting desired
IS principles and characteristics.
Micro Design International, Inc, Winter Park, FL
Technical Writer, 1996 - 1999
. Permanent part of a team of four writers until 1997. Rehired in 1998 as a
contractor with the sole responsibility of managing and creating all
technical documentation.
. Researched, wrote, and edited manuals and online help for mass storage
systems software and hardware using Word 7.0 and RoboHelp 95.
. Photographed products with digital camera and manipulated graphics to use
in manuals.
. Tested products and documentation in collaboration with engineers and
other writers.
. Attended in-house training classes to keep abreast of terminology and
networks compatible with software, including Windows NT and Novell
Netware.
. Wrote Reviewer's Guide for Marketing Department.
Leapfrog Technologies, Inc, Casselberry, FL
Contractor/Technical Writer, 1995 - 1996
. Planned, researched, designed, formatted, wrote, and edited online
documentation for new software products using Doc-To-Help.
. Conducted customer interviews for audience analysis.
. Assisted software developer with usability testing and program
modification.
. Wrote, revised, and formatted training materials in collaboration with
trainers.
Education and Training
Seminole State College, Heathrow, FL
New Emerging Industries - Rasmussen CollegeDigital Media Training Program
February 2010 - April 2010
University of Central Florida, Orlando, FL
Bachelor of Arts in Liberal Studies
Minors: English/Technical Writing; Health Science and 18 Hours of
Communication
May 1995, Dean's List Every Semester
Koster Associates, Adobe Certified Training Provider, Melbourne, Florida
Advanced Adobe FrameMaker, Acrobat Professional, and Illustrator
New Horizons, Maitland, Florida
Adobe DreamWeaver, Microsoft Excel, HTML I and II
Professional Affiliations
Society for Technical Communication, Orlando Chapter, Member 1995 - 2009
University of Central Florida, Alumni Association, Member
Contact this candidate