Customer Service Software

Victoria Inness-Brown, MA

Technical Writer/Information Engineer

"Documentation is our customer's first view of a new product.

Easy to use, accurate documentation gives the impression that

the product itself is easy to use and bug free. It is obvious

from Victoria's work that she understands the direct reflection

documentation has on a product."

Madeline Samples, Software Developer, GE Calma Corporation

Summary

Award-winning bilingual[1] technical writer/information engineer

experienced in researching, writing, editing, and single-source

publishing complex technical documentation for software

developers, administrators and end users.

Education

MA, mathematics, U.C.S.D., La Jolla California

BA, mathematics, U.C.S.D., La Jolla California

Production Software Experience

Structured and standard FrameMaker, MSWord, Webworks Publisher,

RoboHelp, WebHelp, Visio, PaintShop Pro, Macromedia Dreamweaver,

Adobe PhotoShop, Adobe In Design, Xara Extreme, Adobe Acrobat,

SnagIt, Camtasia Studio and Pinnacle Studio 8.

Professional Experience

Teradata Corporation 7/09-12/09,

1/10-2/10

Used Structured FrameMaker to write and update user,

administrator, and programmer documentation for data warehousing

tools and utilities supporting Teradata's huge proprietary

databases. 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

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

Edited and updated internal engineering design specifications,

test procedures, and proposals, as well as client-specific user

documentation for a release of mass transit system documentation

for numerous Cubic clients.

QUALCOMM Incorporated 10/04-6/08

Worked in a fast-paced Agile software development environment.

Interviewed subject matter experts (SMEs). Created and updated

original administrator and user documentation for Java and

XML-based applications for provisioning MediaFLO mobile TV

technology. Developed and updated original engineering

specifications for various user interfaces and provided input for

those interfaces. Wrote 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 and

carrier-oriented WSDL-based shims. Edited the FLO System High

Level Design Document describing the detailed mathematical and

engineering design of the MediaFLO mobile-device chip. Learned to

use Eclipse JDT to update a multitude of outdated XSD drawings.

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

Lead writer for a single-source user's guide and online help

system for Model Builder, a Java-based client/server system for

building, validating and deploying analytic models. Developed a

Model Builder 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, help and

hard-copy documentation for a Java-based 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.

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

and case management components running on Windows and accessing

Oracle or SQL Server databases. Compiled release notes and

whitepapers and edited model performance reports. Designed and

created FrameMaker templates.

Memec, Inc. 11/98-3/99

Used RoboHTML to create a context-sensitive help system for

Visual IDEAS, a Windows-based program supporting demand-creation

strategies. The software tracks customers, suppliers, projects,

board designs, parts and demand forecasts.

CMstat, Inc. 1/98-6/99

Wrote administrator guides for Oracle-based UNIX and Windows

client/server CM software. 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. 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 HNC 7/96-10/96,

Software) 4/97-10/97

Wrote administrator guides for an automated online email-response

system for UNIX and Windows servers. Developed user guides for

Windows clients. 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 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 specification for the U.S. National Security

Agency that describes requirements for the FORTEZZA Crypto Card

Cryptologic Interface Library for 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 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

Developed a getting started guide and Windows help for

computer-aided design (CAD) software for process and

instrumentation diagrams (P&ID). Wrote user and administrator

guides for UNIX client-server conflict-checking software. Created

a getting started guide and HP help system for UNIX software

libraries of parametric AEC components. Developed an API

reference guide for C++ P&ID software.

General Instrument 3/94-8/94

Designed a GUI and co-wrote a specification for software

controlling programming for the Digicipher II system. Edited and

developed artwork for other specifications.

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

Performed as lead writer developing hardware documentation for a

LAN printer and print manager software.

Athens Corporation 6/93-9/93

Performed as lead writer developing hardware documentation for

sulfuric and hydrochloric acid recycling 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.

GigaTrend, Inc. 3/91-10/91

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

IBM AS-400s. 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. 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

Developed user-friendly manuals for computer-aided design (CAD),

computer-aided manufacturing (CAM), 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

and an installation and maintenance manual for message switching

hardware/software.

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

Developed hardware installation and maintenance manuals for

microprocessor-controlled magnetic welders, 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.

Contact Info

Victoria Inness-Brown

15794 Lawson Valley Road

Jamul CA 91935

Phone: 619-***-****

Email: ablnp3@r.postjobfree.com

[1] Bilingual in English and Spanish

Contact this candidate