Customer Service Technical

Donald C. Roberts

**** ********* ****, ***. **, Nashville, TN 37215

Cell: 904-***-**** E-mail: abpjda@r.postjobfree.com

Professional Summary

Master wordsmith and documentation services-solutions provider with twelve (12) years experience as Senior

Technical Writer-Editor, Technical Editor, Web Content Developer and Technical Writer. Expert

documenter of application software (end-user manuals, data-flows, architectural schemas) with understanding

of SDLC. Skilled in copywriting, proofreading, editing, and writing content for both technical and non-

technical audiences. KSA s include document repository management, versioning, documentation of AppDev

code for J2EE components-features; release notes; business process- and work-flow mapping, M&Ps, SOPs,

SOWs; development of software certification exams, web content; graphics creation-manipulation; authorship

of technical writing guidelines with templates. Sixteen (16) years as Technician (Aviation Electrician-4;

Lettershop-12) working with electro-mechanical, electronic, hydraulic, pneumatic systems and related technical

drawings. Detail- and team-oriented, analytical, resourceful. Committed to excellence.

Technical & Softskill Proficiencies

Windows7/XP Professional; Office2007/2003 (Word, Excel, PowerPoint, Outlook, Project, FrontPage);

SharePoint; Visio; SnagIt 8.0; Adobe 8.0 Professional; Questionmark Perception 3.0; IBM ClearQuest;

AS/400; Siebel; Photo Editor; Photo Draw; Information Mapping; Corel DRAW8 / PHOTO-PAINT8; Working

knowledge of RoboHelp, FrameMaker 7.0, HTML, CSS, JavaScript, VBScript, DHTML, ASP, and XML.

Recent Employment History

Technical Writer Fidelity National Financial, Jacksonville, FL; Consultant (4/01/2010 to 7/31/2010).

Duties: Provide documentation support for IT Product / Project Managers, Enterprise Architects, Application

Developers. Develop-maintain end-user manuals, map business- and process-flows, and manage document

repository with templates.

Senior Writer-Editor/Web Content Developer Self-employed, Jacksonville, FL; (12/01/1999 Ongoing).

Duties: Write-edit content for personal website (truthonfire.com) with a view to self-publishing a series of

books beginning in 2010. Develop web pages using FrontPage, HTML, DHTML, CSS, JavaScript, SnagIt (for

graphical content), and Adobe Professional 8.0 to generate navigable PDFs from structured Word docs.

Perform linguistic-background research as required for technical accuracy. Maintain source docs and images

repository. Perform copyrighting-editing-publishing services for three other websites.

Technical Writer Medtronic, Spinal & Biologics (MSB), Memphis, TN; Consultant, Dashe & Thomson

(09/17/07 to 2/29/08).

Duties: Develop Siebel-related SOPs (Five Star application that MSB utilizes to track business and customer

activities to ensure compliance to Business Conduct Standards). Document WebEx online training process.

Collaborate with SMEs to capture business policies and process flows; illustrate with Visio. Develop-maintain

working repository of SOPs on shared network drive, including Technical Writing Guidelines, Visio drawings,

templates, graphics, version tracking and repository index.

Senior Technical Writer-Editor Fidelity National Information Services, Inc., Title Solutions Group,

Jacksonville, FL (06/26/06 to 07/31/07).

Duties: Collaborate with SMEs to develop, update and maintain supporting documentation for J2EE-based

AppDev framework. Author-publish-maintain release notes for framework builds using IBM ClearQuest.

Create work- and data-flow diagrams, system architecture drawings, and other relational diagrams using Visio.

Maintain client- and server-side documentation on SharePoint. Develop-edit PowerPoint presentations for

product orientation-training sessions. Create-publish navigable PDF docs using Adobe Professional. Capture-

edit graphical content for conceptual-procedural docs using SnagIt. Create quizzes and track results to certify

programmers-developers on AppDev tools. Perform final editorial reviews of (1) Enterprise Architecture

technical documents, and (2) technical proposals (Build vs. Buy, etc.) before submission to business team.

Maintain Tech Writing Resources repository (Technical Writing Standards Guide, templates, and graphics).

Senior Technical Writer-Editor SkyPLUS Technologies, LLC, Jacksonville, FL (09/12/05 to 06/09/06).

Duties: Develop company-wide technical writing standards (Technical Writing Standards Manual). Develop-

maintain online help (SOP docs and repository) for Quality 1 Aircraft Maintenance Services based on Pentagon

2000SQL software (licensed to SkyPLUS Technologies as Sky145). Perform editorial reviews of all procedural

and training documents. Develop business process- and work-flow diagrams for every functional category in

Pentagon. Compile-edit Business Proposals and Statements of Work (SOWs) submitted to prospective clients.

Develop-edit Sky145 training manuals for both in-house and off-site delivery. Compile-edit PowerPoint

presentations for delivery to prospective clients and to SkyPLUS associates at all-hands meetings.

Technical Editor/Technical Writer II Winn-Dixie Stores, Inc., Jacksonville, FL (06/07/99 to 08/18/05).

Duties: Provide managerial oversight of Intranet content as Technical Editor. Serve as key point of contact for

department clients requesting web content development-publication. Establish-maintain web content publishing

standards. Perform editorial review. Write-publish web content for end users of application software. Perform

independent research to acquire technical tools for enhancing Intranet functionality and performance.

Write-edit-publish software end-user manuals (AS/400 platform). Create-obtain graphical images and screen

captures to embellish documentations. Interview clients (VPs, Directors, ADMs) and technical SMEs to

establish project time frames, requirements, milestones, and content outcomes. Write functional requirements

docs based on client and SME inputs. Develop-deploy Windows-based KSA assessments for associate training

and systems certification (Questionmark Perception 3). Provide editorial guidance for instructional design

specialists relative to training courseware. Compile-edit-publish bi-weekly IT Project Status Reports for PMO,

CEO and CIO.

Methods & Procedures Specialist AT&T Solutions-Customer Care/Matrixx Marketing, Jacksonville, FL

(04/20/97 to 08/21/98).

Duties: Create process documentation and training materials for (1) AT&T Long Distance Order Provisioning

via the Outbound Order Negotiation System, and (2) BMD Customer Service Outbound Calling Programs via

the Integrated Telemarketing system. Conduct training sessions for process and procedure updates.

Maintenance Technician AT&T American Transtech/Solutions-Customer Care (02/19/85 to 04/19/97).

Duties: Maintain complete line of lettershop / mail-processing equipment (Bell & Howell, Inserco, Cheshire,

Baumfolder, MBO, Moore, Kern/C.O.P.E., Pitney Bowes, GBR, Hunkeler, EAM Mosca, Docutronix).

Educational & Background Information

Master of Divinity Degree (M. Div.) Mid-America Baptist Theological Seminary, Memphis, TN (1979).

Bachelor of Arts Degree (B. A.) Tennessee Temple College, Chattanooga, TN (1975). Majors: Bible,

English.

Military Service United States Navy, 11/65 to 10/69. E-4 Aviation Electrician s Mate, Air Crewman, Plane

Captain, Vietnam veteran, Honorable Discharge.

Writings Published The Florida Baptist Witness (circ. 43,000) and Pulpit Helps (circ. 300,000) together

have published to date twenty (20) of my expository articles. The Florida Times-Union has published to date

twenty-three (23) of my letters to the editor. My personal website (www.truthonfire.com) contains 340+ articles

that represent what I consider to be the best expository writing on the Internet.

Series 7 Securities License Held Series 7 securities license from 1986-88.

Ministerial Work (11/30/73 To Present) Full-time pastor (10 years). Served as Bivocational pastor, Interim

Pastor, and Associate Pastor for several churches (5 years). Expository Writer.

acy. Maintain source docs and images

repository. Perform copyrighting-editing-publishing services for three other websites.

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