Customer Service Technical Writer

CINDY ROBINSON

**** ******** *****, ****, ***** Carolina 27511

919-***-**** / **********@*****.***

TECHNICAL WRITER/EDITOR

Hardware/Software / Pharmaceuticals and Biotech / Medical Devices

Multi-talented writing professional experienced in writing, researching

and editing varied content areas to create clear procedures for technical,

regulatory, medical, and legal documentation. Ability to produce engaging

training, yet maintain necessary components for safety, persuasiveness,

and regulatory compliance. Proven abilities in preparing quality content

for client needs.

Deep skill set includes editorial review, creating project documentation,

conducting interviews and investigations while working with Subject Matter

Experts across fields. Significant skills to rapidly identify and resolve

concerns, build effective teams despite challenges of remote locations,

and deliver high levels of customer service. Strengths in creating clear

communication for complex technical information, such as in end-user

manuals and procedures, while adhering to compressed document delivery

schedules

AREAS OF EXPERTISE

Research: Web & Traditional Sources, Regulatory Compliance, Synthesis,

Technical Subjects

Management: Full Life-Cycle Project Management, Training/Mentoring,

Remote Team Leadership

Writing: Edit/Update/Revise Content, Technical & End-User Documentation,

Presentations, Edits

EDUCATION

Bachelor of Arts in Education with honors, Meredith College, Raleigh, North

Carolina

PROFESSIONAL CERTIFICATES

Bioworks Certificate, Wake Technical Institute, Raleigh, North Carolina

PROFESSIONAL SYNOPSIS

Medicago, RTP, North Carolina ( 2012-Present (contract)

Set to be global provider for lnfluenze vaccines. Headquartered in Canada.

Biopharma Sr.Technical Writer: Knowledge of the vaccine industry.

Knowledge of cGMP. Create full life-cycle compliance documentation, from

reading technical diagrams to reviewing standards, and tracking through

final approval. Specific documentation requirements include procedures on

preventive maintenance and Standard Operating Procedures (SOPs), from

manufacturing to facilities.

. Create effective documentation in compliance with ISO, cGMP, OSHA, and

FDA regulations.

. Create documentation in a face-paced environment with a compressed

deadline.

CINDY ROBINSON, Cary, North Carolina ( 2009-Present

Independent freelance writing (self-employed).

Freelance Writer: Perform copy edits, substantive rewrites, fact checking,

and highly accurate proofing.

. Contributed to varied specialized writing projects, including writing

memoirs and substantive rewrite of article published in North Carolina

State University Journal.

Career Note: Primary caregiver for father 2008-2009.

HILL-ROM, Cary, North Carolina ( 2007-2008 (contract)

Providing services in federally regulated medical device sector.

Software Support Technical Writer: Collaborated with offshore group on

varied writing projects, including User, Software Configuration,

Administration, Training, and Installation manuals. Researched and

synthesized information from broad number of sources to create products.

. Produced projects on-time despite challenges of working remotely with

diverse group of writers, located in India.

CINDY ROBINSON / Page 2 / **********@*****.***

GLAXOSMITHKLINE, Durham, North Carolina ( 2006 (contract)

Major global provider of prescriptions, medicines, consumer and ViiV

(specialized HIV healthcare solutions)

ERP Hosting Documentation Technical Writer: Facilitated corporate

migration of hardware and software information from existing to new

documentation template.

. Analyzed existing documentation to determine critical components for

successful migration.

. Revised ERP documentation to create seamless support of hardware

changes.

TALECRIS BIOTHERAPEUTICS, Clayton, North Carolina ( 2006 (contract)

Global biotherapeutic/biotechnology company discovering/producing critical

care treatments.

Quality Operations Documentation Technical Writer: Updated department

style guide. Created new documentation in alignment with design outlines,

and corrected existing errors.

. Applied critical thinking in writing Standard Operating Procedures

(SOPs) to support SAP process.

WYETH VACCINES, Sanford, North Carolina ( 2003-2005 (contract)

International provider of prescription, over-the-counter and patient

assistance products and programs.

Engineering Compliance Technical Writer: Created full life-cycle

engineering compliance documentation, from reading technical diagrams to

reviewing standards, and tracking through final approval. Specific

documentation requirements included procedures on lock/tagout, preventive

maintenance, SOPs, and hardware connections from vessels and pumps to

incubators and gloveboxes.

. Spearheaded investigation, audit, and compliance reviews to create

effective documentation and compliance with ISO, cGMP, OSHA, and FDA

regulations.

. Developed technical expertise necessary to write detailed procedures

ensuring technician safety.

ADDITIONAL EXPERIENCE

NORTH CAROLINA ADMINISTRATIVE OFFICE OF THE COURTS

Guardian-ad-Litem (volunteer): Advocated for abused/neglected children in

the court system, applying State General Statues. Investigated facts and

conducted interviews to compile investigative reports to Administrative

Office in compliance with state/federal regulations.

TELCORDIA TECHNOLOGIES

Technical Trainer: Delivered week-long training sessions twice monthly on

telecommunications equipment and software solutions. Identified additional

resources and implemented unique role-plays to engage participants and

increase training effectiveness.

NORTEL NETWORKS

Senior Technical Writer, Customer Information Department: Created, wrote,

and maintained large user guides for several major telecommunications

products, leading the books through all the key delivery milestones of the

publication process: draft, formal inspection, editing, customer

verification, proofing, and final release. Managed multiple simultaneous

writing projects within the group of writers, mentoring junior writers to

reduce training time and improve performance. Collaborated with Subject

Matter Experts to create accurate/concise documents. Decreased Customer

Service Requests 75%, based on recruiting/managing highly talented team.

COMPUTER SKILLS

MS Word 2010 /MS PowerPoint 2010 / MS Excel 2010 /Visio/ Lotus Notes/

SameTime / Interleaf / Case Management Software / Westlaw & Lexis/Nexis

(some familiarity)

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