Customer Service Representative

Erik Willis

**** ** **** ****** *********, WA ***61

Phone: 253-***-**** E mail: ***********@*****.***

Web: www.rocketnewmedia.com

Experience

The Standard September 2012 to Present

Technical Writer

Responsible for researching and writing detailed process documentation, job aids, and process maps. Produced

multiple templates, managed the SharePoint document library, collaborated with accountants, accounting

specialists, contractors, and multiple managers to produce effective documentation that helps Financial

Services understand their business, train new employees, and promote efficiency.

Columbia Ultimate November 2010 to February 2012

Technical Writer

Responsible for researching, writing, and publishing various software manuals for telephony, collection, and project

management bug tracking software using Adobe FrameMaker, Robohelp, and Acrobat X. Collaborated to produce an

updated style guide for company. Worked with Development and SMEs, within the writing team, and with operations to

produce multiple manuals.

JP Morgan Chase June 2009 to June 2010

Technical Writer

Part of a team that consolidated 15 separate manuals consisting of 2,100 topics into one Home Lending Guide used by

11,000 Home Lending employees. Collaborated to create new style guide, and successfully worked with content managers

to add new content to the Home Lending guide.

Weyerhaeuser August 2007 to April 2009

Technical Writer

Wrote and published hundreds of topics in multiple releases for an SAP upgrade. Created high profile Adobe Captivate

training simulations for trainers that brought good publicity to our team. Championed positive attitude within a deadline

driven environment.

Washington Mutual March 2006 to October 2006; January 2007 to August 2007

Technical Writer, Program Coordinator

Wrote business processes for WaMu’s Mainframe and Tandem Operations departments. Worked with content owners to

edit and create original content using WaMu’s content management system. Updated the client facing best practices

website within the Enterprise Technology Roadmap program while working with the Program Manager.

Telecom Labs July 2004 to January 2006

Sales, Customer Service Representative

Designed and wrote original content for online sales CMS tool. Designed and maintained the intranet website. Wrote

online help documents. Managed 40 national accounts as a Customer Service Representative. Sold telephony equipment,

site surveys, and maintenance plans to clients in the Puget Sound area.

Expeditors International October 1999 to December 2000; Summer 2001

Intern, Technical Writer intern

Designed and developed the first online help system for clients tracking orders. Collected and produced all original content

and graphics. Managed user accounts and assisted technical support.

RocketNewMedia.com Ongoing Project by Project

Owner, Web Designer

Developed and maintained graphics, logos, flash banners, and written content for a few select clients. Hand wrote all

HTML and CSS, modified PERL scripts, and worked with PHP. Proficient using Adobe Photoshop, Dreamweaver,

Fireworks, and familiar with Illustrator and Flash.

Education

Western Seminary September 2011 to Present

Currently pursuing a M.Div (Divinity) degree. Expected completion Spring 2014. Current GPA 3.8.

University of Washington 1997 to 2002

Earned a B.S. in Human Centered Design and Engineering. GPA: 3.5, 3.0 overall

Skills

Web Design: Photoshop, Illustrator, Dreamweaver, Fireworks, Flash

Web Development: HTML, CSS; familiar with PHP, Javascript

Technical writing: FrameMaker, Acrobat, Robohelp, Captivate, Word, Excel, Visio

General: SharePoint

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