Customer Service Software
Resume:
Michael Droege
Email: *********@********.***
Address: ** ********* ****
City: Carson City
State: NV
Zip: 89701
Country: USA
Phone: 775-***-****
Skill Level: Experienced
Salary Range: 80
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Mike Droege
68 Manzanita Terr., Carson City, NV 89706, Phone: 775-***-**** Email: *********@********.***
Career Focus Twenty years of experience as a professional writer of technical and educational materials.
Experience
* Experienced in writing technical manuals, installation guides, trouble-shooting manuals, systems guides,
essays, editorial pieces, press releases, research reports, and creative print.
* Well versed in copyediting, transcription/editing of interviews, and proofreading.
* Strong technical command of the English language; familiarity with virtually all writing styles; serious
commitment to excellence in the printed and published word.
* Competent researcher, interviewer, and reporter.
* Developed flash-based online help systems for Network Gaming software applications.
* Developed and maintained technical manuals, user guides, administration manuals and training materials for both Windows and UNIX based software.
* Participated in Quality Assurance analysis sessions to determine end-user documentation requirements and deliverables.
* Extensive experience in producing documentation plans, schedules and guidelines.
* Designed and developed for electronic, print-based, and Web.
* Interviewed, trained, mentored, and reviewed materials by other writers and editors.
* Worked for Internet service provider as technical support representative.
* Extensive experience in online, flash, PDF, Web, and print deliverables.
Deliverables
* Created, updated, and revised a suite of seven manuals and additional training materials for UNIX-based
gaming software. Created electronic copies of documentation of corporate intranet. Participated in peer reviews with other writers. Met with managers and other writers to develop documentation plan, deliverables and schedules.
* Created documentation and technical manuals for e-commerce software. Posted electronic copies of
documentation on company website. Interviewed software developers and subject matter experts for technical information. Participated in peer reviews with other writers. Maintained documentation website.
* Wrote user guides for telephone switching software. Wrote "Completion Report" which documented AT&T's acquisition, construction, and occupation of new corporate center. Interviewed and worked extensively with architects, engineers, and project managers.
* Wrote UNIX system administration manual for Systems Support Department.
* Developed user guide and training materials for field engineers assigned to track customer problems.
Interviewed software developers and subject matter experts for technical information.
* Wrote and updated reference manual pages and user guides for SNMP and NIS/NFS technologies.
Interviewed software developers and subject matter experts for technical information.
Industries
Gaming Internet Training Consulting Customer Service Banking Telecommunications News E-commerce
Aerospace Trade shows Contracts Warehousing
Technical Writer - WMS Gaming, Reno, NV 12/2006 - Present
* Write, edit, and proofread technical manuals, online help, and training materials for Network Gaming products.
* Write, rewrite, and maintain technical documents and diagrams for Wide Area Progressive (WAP), Local Area Progressive (LAP), and Persistent State gaming
products.
* Work with Product Assurance, Software Development, Business Systems Professionals, and other technical writers to ensure accuracy and completeness of documentation and training materials.
Technical Support - Systems Annex - Zephyr Cove, NV 03/2006 - 09/2006
* Provided telephone technical support to customers accessing the Internet.
* Provided troubleshooting expertise for computer and systems problems.
* Created and resolved trouble tickets
Writer/Editor/Typesetter - Archetype Book Composition - Carson City, NV 06/2005 - 12/2006
* Wrote, edited, updated and formatted college textbooks.
* Prepared files for printer.
* Worked with college professors and other writers and editors to ensure accuracy of content.
Technical Writer - Bruce Industries - Dayton, NV 05/2004 - 06/2005
* Created and maintained proposals, Statements of Work (SOWs) specification documents, maintenance manuals, test plans, reports, departmental procedures, patent documents, and
marketing information for commercial aircraft lighting components.
* Assisted with document control functions.
Technical Writer - Sierra Design Group - Reno, NV 08/2003 - 04/2004
* Developed new and updated existing software and hardware manuals for the gaming industry. Created training materials and course guides for instructors and students.
* Worked with software and firmware engineers to obtain accurate screenshots using simulation system.
* Created training and marketing PowerPoint presentations.
Technical Writer/Editor - VMc Consulting - Bozeman, MT 05/2002 - 05/2003
* As a consultant, responsibilities include writing/editing business plans, white papers, providing technical, grammatical, and copy editing expertise.
* To assist this start-up company, responsibilities also include managerial decision-making including marketing, networking, etc.
Customer Service Representative - Adecco Personnel Services - Bozeman, MT 03/2002 - 12/2002
* Assignments within a variety of businesses including Verizon Wireless, working with cellular phone sales staff to support daily retail activities.
* Presented information to new customers regarding calling plans, equipment, and accessories.
* Provided technical support and account information to existing customers.
Technical Writer - Anchor Gaming - Bozeman, MT 11/2000 - 08/2001
* Effectively created and maintained a suite of seven manuals and accompanying training material for UNIX-based gaming software.
* In charge of electronic updates to corporate intranet.
* Participated in peer reviews, coordinated information (documentation plans, deliverables, and schedules) with managers and software developers.
* Worked with QA Department to determine end-user requirements for documentation.
Technical Writer - RightNow Technologies - Bozeman, MT 03/2000 - 11/2000
* Created and maintained technical manuals and training material for
e-commerce software suite.
* Interviewed, trained, mentored, and reviewed material from other writers and editors.
* Maintained documentation website.
Independent Technical Writer/Consultant - Chicago Metro Area 08/1988 - 03/2000
* Documented a variety of applications and technologies on various platforms.
* Developed and maintained user guides, training materials, and system administration manuals for several large corporations including Lucent Technologies, Lachman Technologies, and AT&T.
* Worked extensively with managers, architects, engineers, and project managers.
Computer Skills
Windows 95, NT, 2000, XP, Vista, Windows 7, Microsoft PowerPoint, MS SQL,DOS, Microsoft Word, Quadralay, Macintosh, CorelDraw, HiJackPro, SnagIt, Photoshop
Adobe Acrobat, Sun Workstation, Visio, vi,NeXT Workstation WordPerfect, troff, Linux, FrameMaker, Corel Photopaint,
UNIX, Adobe Illustrator, Adobe Robohelp, Madcap Flare
Education
B.A., English, Northern Illinois University, DeKalb, IL 1988
Writing Samples & References Available Upon Request
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