Manager Project
Resume:
Thomas Hanlon
** ******** **** ** ***** MA, *****
***@************.***
www.linkedin.com/in/thomashanlon
Summary of Qualifications
Ten plus years as an award-winning Senior Technical Writer. Excellent
technical-writing and communication skills. Proven ability to deliver
technical documentation for business user, developer, and system
administrator audiences. Ability to communicate effectively with
engineering teams. Very strong project management skills. Ability to handle
multiple project assignments simultaneously. Ability to mentor other
writers. A problem solver with superior analytical, reporting, and
organization skills. A low-maintenance, high-performance professional.
Skills and Tools
Writing and editing MS Office Suite Camtasia Studio Adobe FrameMaker
MS FrontPage Articulate Studio Adobe Captivate
Instructional Analysis and Adobe Photoshop
Design Reporting Adobe RoboHelp
Project Management
Experience
EMC Corporation, Hopkinton, Massachusetts 2000 / 2009
Project Manager (2004 / 2009)
. Managed new-product launch training for Professional Services
and Customer Support including requirements, analysis,
design, and delivery.
. Drove cost-effective training solutions for multiple $100M+
product lines, including EMC PowerPath, ControlCenter,
Replication Manager, and Disk Library (DL1500/3000/4000
Series).
. Monitored and reported on course registration, consumption,
and student evaluations to ensure field readiness at product
launch date.
. 100 percent on-time training coverage for assigned products.
. Improved reporting and reduced associated costs over 50 percent by
automating report generation.
. Improved all aspects of the program through metrics gathering and
proselytizing
Senior Productivity and Education Specialist (2002 / 2004)
. Developed course content and managed training schedules and
deliverables for product launches including EMC AX 100 Series,
PowerPath, and Replication Manager.
. Substantially improved the courses with editorial support to
colleagues.
. Reduced recurring development costs by obtaining a concession from
Customer Support that online training was sufficient for minor
launches.
. Increased productivity by leveraging the Technical Writers; a
previously untapped resource.
. Eliminated the high costs associated with travel by developing
techniques for unattended remote labs. Students were able to attend
the lecture remotely and still get hands-on labs.
Software Engineering Publications Manager (2000 / 2002)
. Managed the documentation team for EMC's tape backup product (EDM).
. Transformed a disheartened documentation group into an enlivened and
productive team by mentoring and instilling a renewed commitment to
quality writing into the team.
. Dramatically improved customer satisfaction with the documentation
by successfully lobbying for a department editor to maintain quality
standards in the group.
. Implemented automated indexing of the monthly Service Pack CD, with
a huge improvement in information access, and over a year ahead of
the projected timeline.
Chase Manhattan Bank (JPMorgan Chase), Lowell, Massachusetts 1988 / 2000
Senior Manager of Documentation Services (1989 /2000)
. Designed user guides and award-winning online help for Windows-based
applications including the Chase Insight and Chase Workspace
treasury workstations.
. Cut the cost by 80 percent for client-customized online help and
user guides by developing sophisticated tools that allowed for
single-source creation.
. Reduced overall department costs and improved efficiency;
improvement initiatives increased department throughput and improved
customer satisfaction while headcount was decreased.
Manager of Documentation Services (1988 / 1989)
. Managed the writing, editing, and production staff.
. Ensured completeness and accuracy of technical documentation
supporting Development, Marketing, Customer Service, Operations, and
end users of Chase banking products.
. Revitalized the department strategy and culture, greatly raising the
standing of the department.
. Collaborated with Marketing and Sales to redesign the documentation
set, ensuring that the manuals could successfully compete in the
marketplace.
Lotus Development Corporation, Cambridge, Massachusetts 1987 / 1988
Senior Technical Writer
. Wrote the tutorial for Lotus 1-2-3 Release 3.
. Championed customers as the user advocate in product design
meetings.
Education
Boston University, Boston, Massachusetts
Bachelor of Philosophy
Seminars
. Negotiation Skills (EMC)
. Presenting for Impact (EMC)
. Goal Setting (EMC)
. Situational Leadership (EMC)
. Performance Management (EMC)
. Interviewing Skills (Chase Manhattan Bank)
. Total Quality Management (Chase Manhattan Bank)
. Managing the Publication Process (Editorial Experts)
. Communicating Technical Information (MIT)
Awards, Society for Technical Communication (STC)
. Award of Excellence, Electronic Documentation
. Multiple awards, Software User Guides
Interests
. Golf, Guitar, Sound Recording and Mixing, Songwriting and Performing
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