Manager Technical Support

CHRISTIE L. WARD

*** ***** **** ****** ***** ****0 512-***-**** *******@*******.***

OBJECTIVE: Growing within my employment at Northrup Grumman Information Technology by utilizing my spectrum of skills in

technical communications, training, and web design to serve internal and external customers, promoting NGIT s growth and

success.

SUMMARY OF QUALIFICATIONS

Technical Writing. User documentation, manuals, Support. FrameMaker, WordPerfect, Word, WebWorks

training guides. Internal documentation of processes, Publisher, WinHelp, HTMLHelp, Photoshop, Corel Draw,

policies and procedures. Help authoring, using Robohelp PhotoPaint, Visio, Macromedia Fireworks, Eudora, Lotus

HTML, WebWorks Publisher, WinHelp, HTMLHelp, and Notes 4.5.2, Netscape, Internet Explorer, Excel,

web-based documents. Technical editing. Indexing. PowerPoint. C+, PL/1, JavaScript.

Research, interviewing, and authoring for whitepapers

Web Page Design. Design and implementation of web

and presentations.

pages, HTML coding, JavaScript. Extremely proficient in

Training/Course Design. Design and presentation of a designing original graphics for webpage use using

wide variety of classes, including WinNT/2000, Win95/98, Macromedia Fireworks, Corel Photopaint, Adobe

Lotus Notes, Internet Explorer; Basic thru Advanced Photoshop, Visio and other graphics applications.

classes for Corel WordPerfect, Word, Visio, ChemDraw, Webpages for which I created all content, including HTML

Adobe PhotoShop and Framemaker, Corel PhotoPaint, and graphics:

Macromedia Fireworks, Excel, Powerpoint, and

http://www.quickshift.com/

Quadralay WebWorks Publisher. Also skilled in providing

http://www.displaysearch.com

1-on-1 training at a variety of skill levels.

PROFESSIONAL EXPERIENCE

05/07 Present Veteran s Benefits Administration - Austin, Texas (contractor via Northrop Grumman IT)

changes, upgrades, and additional functionality.

Business Process Analyst 3. In addition to continuing

Reviewing FURDs, evaluating the impact on development

the job duties I performed as a subcontractor, I am

and existing systems, and preparing Documentation

facilitating team efforts to create useful Functional User

Responses articulating the effects of proposed changes.

Requirements Documents (FURDs), the tools used to

Participating in triage and evaluation of defects and

communicate between the Business Process SMEs and

spearheading efforts to completely document such

the development team the requirements for requested

changes.

01/07 05/07 Veteran s Benefits Administration - Austin, Texas (subcontractor via TEKSystems)

SME interviews, Visual Basic and COBOL sourcecode,

Technical Writer. Documenting the existing

and project plan documents. Tracking defects and

functionality of a front-end program connected to several

upcoming enhancements and revising documentation

databases for diverse audiences, including developers,

accordingly. Creation of process flow diagrams in

QA testers, and business sponsors. Researching and

Microsoft Visio. Creation and maintenance of complex

documenting database variable parameters, forms,

documents in Adobe Framemaker.

services, user permissions, process flows, etc. through

01/06 04/06 Surgient - Austin, Texas (contractor via Synergy Services)

management system which may be hosted by Surgient or

Technical Writer/Illustrator. In this position, I was

by client companies. Additionally, I pioneered the help

responsible for the design, research, interviews, writing

"skin" and CSS design for the help systems for Surgient's

and editing of the Surgient Management Console in-

whole spectrum of 5.0 products, creating a look and feel

product help system for the company's version 5.0

harmonious with the color scheme and graphics used in

release, produced using Robohelp HTML. Surgient's

the products.

product line comprises a highly technical virtualization

05/04 01/06 Quickshift. Inc. - Austin, Texas (contractor via Synergy Services)

Webmaster. Spearheaded the complete redesign and Technical Writer/Illustrator. This position initially

rewriting of the corporate website at involved technical writing for the preparation of patent

http://www.quickshift.com/. Responsibilities included site applications, whitepapers, user manuals, support

design and forward planning for site expansion and documents, PowerPoint presentations etc. Over time this

improvements, usability planning and testing, HTML component shifted to involve maintenance and update of

hand-coding and validation, image creation with existing materials, with most emphasis being placed on

Macromedia Fireworks and Adobe Creative Suite, as well web content creation. Used Visio to create flowcharts and

as creation of tools using JavaScript and some PHP. technical diagrams, as well as using SnagIt, Macromedia

Created HTML emails for the marketing team and Fireworks, Adobe Illustrator and Adobe Photoshop to

associated dedicated landing pages. create illustrations and screenshots for use in manuals

and other documentation.

01/01 - 05/03 - DisplaySearch - Austin, Texas

Senior Production Manager. In addition to my prior Production Manager. This position involved all aspects

duties, this position added additional responsibilities, of layout, editing, and producing a variety of monthly,

including: supervision of Production Staff members; quarterly and annual reports for a rapidly growing, flat

obtaining quotes for offset printing, graphics contractors, panel display market research firm. These duties

film production, photocopying and other printing and included printer liaison and highly technical editing of

production-related items; coordination of inputs from industry data collected and compiled by an international

multiple authors for newsletters and reports; distribution team of analysts. In addition, included responsibilities in

of electronic copies of our publications to the corporate web design, content design, and general maintenance of

website subscription system; software license purchase the DisplaySearch website. Tools utilized include MS

and maintenance for a variety of software tools used by Word, Adobe Framemaker, PhotoShop, Exchange,

the Production Staff; and a variety of other duties as Acrobat; Visio; Macromedia Dreamweaver and Fireworks.

needed.

07/99 01/01 - Agillion.com - Austin, Texas

development of dept. policies and knowledgebase.

Technical Support Engineer. Included a wide variety of

Served as the Agillion intranet webmaster, with full

duties and roles in a fast-paced start-up environment,

such as 3rd tier support on the Agillion service, responsibility for site design, content and maintenance.

Other duties included graphics development with Adobe

troubleshooting complex issues such as synchronization;

Illustrator, Macromedia Fireworks, Visio and other tools;

consulting on HTML and scripting for customer

in-house support on Agillion and 3rd party software,

webpages; and 3rd tier escalations. Responsible for

training and mentoring of 1st and 2nd tier support staff including Microsoft Windows OS's and MS Office, Adobe

Illustrator and Photoshop, and Visio.

members. Continuing involvement and responsibility for

07/98 - 07/99 - Quadralay Corporation - Austin, Texas

Director of Technical Support Services. Management Technical Support Specialist. Provided phone, email

and web-based 1st and 2nd tier support, and customer on-

of the 3-person support department, including all phone,

email and web-based support. Trained support and sales site training/support for WebWorks Publisher 3.5, 4.0,

staff in-house, including developing training and 2000. Required extensive knowledge of web design,

documentation and computer-based instruction. HTML, DHTML, JavaScript, CSS, as well as authoring of

Responsible for development and maintenance of all WinHelp, HTMLHelp, and Sun JavaHelp. Authored,

product documentation and user manuals. Responsible edited and published 750-page user manual for the

for trade show planning, scheduling and set-up, providing WebWorks Publisher 2000.

technical support staff, and developing whitepapers and

accompanying slides for presentation at trade shows.

EDUCATION

1/87-5/91 TEXAS A & M UNIVERSITY - College Station, Brainbench Certifications

Texas Offical Brainbench transcript available at

http://www.brainbench.com/transcript.jsp?pid=4720383

6/80-5/82 TRINITY UNIVERSITY - San Antonio, Texas

Technical Writer - JOB ROLE CERTIFICATION

8/78-5/79 TEXAS CHRISTIAN UNIVERSITY - Fort Worth,

Editor - JOB ROLE CERTIFICATION

Texas

Technical Writing

HONORS AND AWARDS Editing & Proofing - Chicago Manual of Style

President's Scholarship, Trinity University, 1980-1981

Written English - MASTER

National Merit Scholar, 1980

English Vocabulary - MASTER

National Honor Society, 1978-1980 Business Writing

Altrusa Achievement Award, 1980 Typing Speed & Accuracy - 65WPM

Microsoft Word 2000

References and work samples are available.

HTML 3.2

Computer Fundamentals (Win 95/98) - MASTER

Medical Terminology - MASTER

Pharmaceutical Terminology (U.S.) - MASTER

Listening Skills - MASTER

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