Project Technical Writer

Carolinne E. Shaffer

***** * **** ******, *******, AZ 85050

Experience

Telesoft Corp, Phoenix, AZ

March 2007 - Present

Corporate Trainer

. Developed and led live, end-user technical software training for

Telesoft's Customers on Telesoft's telecommunication expense

management software suite

. Established the corporate training department, including:

o Created and enforced all processes and procedures for the

department

o Developed the external training plan and methodology

o Created tools, templates, and a professional image for the

training department

. Developed e-learning modules using Adobe Captivate 4 to provide an

asynchronous learning option for our customers

. Led monthly customer webinars in coordination with the marketing

department to help market learning of the product to existing and

potential customers

. Developed and led internal employee training on software, tools, and

processes

. Organized and managed multiple, internal process improvement projects

simultaneously

. Traveled 50-65% of the time, organizing all trip logistics, wrote

after trip reports, and tracked expenses within company guidelines

Thomson NETg, Scottsdale, AZ

November 2004 - February 2007

Senior Instructional Designer

. Researched, designed, and created e-learning projects for a variety of

technical and non-technical audiences using client-supplied materials,

client interviews, and observations

. Organized and managed multiple, complex projects simultaneously

. Communicated effectively with my management team, project managers,

production teams, and clients

Discoverture Solutions, LLC, Phoenix, AZ

February 2004 - September 2004

Senior Technical Writer

. Managed the effort to document all division practices and procedures

for ISO 9000:2001 certification

. Designed and documented processes to add quality and consistency to

coworkers' daily tasks

. Assisted the Division Director and Production Lead in the writing of

client proposals, project statements of work, and estimates of job

tasks

. Developed spreadsheets and quality control checklists using Microsoft

Excel

. Tracked project timelines using Microsoft Project

. Wrote user guides, maintenance manuals, installation manuals, and

troubleshooting guides for a variety of telecommunications equipment

and systems using Adobe FrameMaker, HTML, and CHM

. Designed templates in Adobe FrameMaker and Microsoft Word, as well as

Cascading Style Sheets for HTML

. Created custom forms for use in day-to-day work using Adobe Acrobat

PDF and Microsoft Outlook

C.E.S. Technical Publication Group, Phoenix, AZ

December 2001 - February 2004

Owner/Consulting Technical Writer and Editor

. Self-contracted to a number of companies in the IT and aerospace

industries to provide technical writing, editing, and project

management services on an individually-priced, project basis

. Client jobs included:

o Writing and editing online e-learning for a retail industry back-

office system

o Writing ATA 100 Aircraft Component Manuals and Illustrated Parts

Catalogs

o Writing maintenance and user guides for a leading

telecommunication company

o Managing client documentation and electronic conversion projects

o Creating templates and style guides in FrameMaker 6

o Writing troubleshooting guides and online help using Microsoft

FrontPage

. Additional duties outside writing and editing included:

o Maintaining all financial books as an S-Corporation

o Handling time-keeping, invoicing, estimates, and payroll

o Performing all other business functions required by the

government or my customers

Ajilon LLC contracted to Phillips 66 Retail and Marketing

Company, Tempe, AZ

August 2000 - October 2001

Consulting Technical Writer

. Documented the LAN/WAN architecture for a large frame-relay network

connecting company headquarters with its 2000+ stores nationwide

. Wrote Technical Detailed Designs, Configuration Instructions,

Installation Manuals, Help Desk Support Workflows, and Software and

Hardware User Guides

. Wrote for a variety of audiences, from LAN/WAN Engineers to

Installation and Replacement Technicians

. Worked daily with engineers, designers, network support personnel, and

repair technicians

. Systems which I documented included Cisco Systems Routers, Switches,

and Wireless Hubs, Radiant Systems Point-of-Sales, various gasoline

pump and credit card systems, Symbol PDA with wireless access, and

small-form Windows NT/2000-based computers

[pic]

Previous Employment

The following table lists employers, dates, and roles I held

from 1996 to 2000:

Time Period Employer Role

3/2000 to 8/2000 Adaptive Consulting Senior Technical Writer

2/1999 to 3/2000 JANA inc Program Lead/Technical

Writer

5/1997 to 1/1999 CDI Managed Technical Writer

Engineering

5/1996 to 5/1997 Lockheed Martin Technical Writer

Services Group

Education

Ellis College of NYIT Online

October 2006 to June 2008

. MBA in General Business Studies with an emphasis in Project Management

. GPA 3.83/4.00

Bowling Green State University, Bowling Green, OH

September 1992 - May 1996

. BFA in Creative Writing with a minor in Scientific and Technical

Communication

. GPA 3.15/4.00, Dean's List Fall 1994, and Spring and Fall 1995

*************@*****.*** . phone:602-***-****

Contact this candidate