Manager Administrative Assistant

Cheryl B Hunt

510-***-**** ? *************@*****.*** ? Berkeley, California 94709

Technical Writing Professional

SUMMARY

Technical writing, editing, and research expert with content management

system (CMS) fluency across multiple platforms. Able to build the perfect

technical content delivery strategy to thrill clients with ease of use

based on 8+ years of front-line software support experience. Broad

technical knowledge and exceptional communication skills facilitate

interfacing with technical experts and non-technical stake holders.

Core strengths include:

Wide range of technical skills Exceptional client service skills

Productive rapport with technical experts Prioritization under pressure

Research experience in code and databases Self motivated to deliver the best

Explaining the complex to the non-technical information with clarity

audience Effective team work even with remote

colleagues

RESULTS

Technical Writing

. Reduced time to resolution for simple GetActive software cases by

approximately 80% with FAQ redesign, resulting in significant

departmental savings.

. Top producer of Online Convio Community articles on best practices,

how-to, and troubleshooting.

. Reduced expensive Developer Support calls by publishing the first

Knowledge Base series in the Support Portal.

. Responsible for daily technical communications with ATG clients

ranging from Senior Technical Architects to non-technical Business

Managers from companies such as: Rubbermaid, Johnson & Johnson, Martha

Stewart, Restoration Hardware, and PG&E.

. Responsible for daily technical communications with Convio clients

such as: The Humane Society, Human Rights Campaign, Planned

Parenthood, SEIU, CARE2, and The Audubon Society, largely for non-

technical users, focusing on explaining issues and detailing steps and

procedures using simple English, careful definitions of technical

terms, and introduction to simple troubleshooting concepts.

Editing

. Successful completion of ATG portal project "Bugs Online" raised

client satisfaction 10-20%. I facilitated the West Coast team, editing

and publishing approximately one third of the total postings.

. Re-organized website architecture for MarinLink.org a non-profit

linking people and organizations to resources in Marin County for ease

of use. Rewriting Web and Email Style Guide.

Research

. Increased client satisfaction daily by researching software systems

effectively using a variety of resources: interviewing subject matter

experts, reading company user guides, tutorials, wikis, support case

data-bases, API documentation, configuration files, test cases, and

commented and raw source code files.

PROFESSIONAL EXPERIENCE

MARINLINK (Pro Bono), San Rafael, CA

2008-Present

Web Designer and Online Communications Manager

CONVIO (acquired GETACTIVE 1/07), Berkeley, CA

2006-2009

Support Analyst (L2)

2007-2009

Client Support Analyst

2006-2007

ART TECHNOLOGY GROUP (ATG), San Francisco, CA

2001-2006

Support Engineer (for Developer Support)

2004-2006

Administrative Assistant

2001-2002

EDUCATION AND CERTIFICATION

Technical Communication University of California at

Berkeley, Ext. 08/2010

Certified Support Professional Impact Learning Systems

International 2006

Java Programming Sun Curriculum at Peralta College,

Oakland 2004

Certified Relationship Manager Developer ATG Certified Professional

Program 2003

Bachelor of Arts, English Literature University of California at

Santa Cruz, CA

Member of the Society for Technical Communication

TECHNICAL SKILLS

Windows /98/NT/2000/XP UML Microsoft Word

Mac OS 9/10 HTML Microsoft Excel

UNIX CSS Microsoft Outlook

Applix ATG eCRM, Microsoft Powerpoint

SalesForce eCommerce, CMS Microsoft Paint

Perforce Convio eCRM, CMS Microsoft Visio

SQL GetActive eCRM and CMS Adobe Dreamweaver

Java WordPress CMS Adobe Photoshop

JSP JavaScript Adobe InDesign

J2EE DNS Adobe FrameMaker

OOP TCP/IP

XML HTTP

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