Technical Writer Customer Service

Objective

To secure a contract position as a Senior Technical Writer and Documentation Specialist.

Summary

A contract Technical Writer and Documentation Specialist for the last 15 years, my career also includes permanent positions encompassing 8 years of technical and business consulting and more than 10 years of software engineering.

My catalogue of documentation and technical writing accomplishments follows:

Project summaries, concentrating on the Technical Uncertainties and Processes of Experimentation inherent in cutting-edge, large-scale computer technology projects to support Research and Development Tax Credits,

A style guide and various MS Word templates for standardization of a team of writers,

Visio process flow diagrams illustrating processes for documentation initiation, completion, and review,

Policies and procedures defining Information Security measures needed to satisfy HIPAA and EMC standards for protection of Protected Health Information (PHI),

User Manuals for Android mobile devices, cloud communications, and associated hardware,

Specifications in MS Excel for off-shore manufacturing QA,

Engineering changes using CorelDRAW and Adobe Pro for medical device labeling to address FDA regulatory issues inherent in off-shore transitioning,

Work Instructions for operations, engineering, and QA in manufacturing,

Guidelines and templates for the Business Analysis and Requirements Management phases of SDLC,

SAP User Instructions,

Procedures and work instructions for an ISO 9001 Quality Management System,

Elicitation, analysis, and documentation of business and technical requirements,

Proposals, presentations, white papers, and executive and technical summaries,

Systems analysis, design, and consulting for IT and Customer Service applications, and

Operations analysis of IT and Contact Centers.

Special Knowledge: Corporate Research and Development Tax Credits / HIPAA & EMC PHI Security Standards / Medical Device Labeling / Engineering Change Management / Manufacturing and Mechanical Engineering / Pharmaceutical Validated Systems / ISO 9001 Compliance / International Standards and Regulations Compliance / Integrated Systems Design, Analysis. and Documentation / Customer Service Center Systems

Some Previous Contract Positions

Technical Writer and Senior Consultant for a Big 4 accounting firm,

Technical Writer and Acting Lead Technical Writer for a private, global recovery audit firm,

Technical Writer for the world’s leading provider of audio and multimedia visitor experiences,

Technical Writer for a global leader in manufacturing professional cleaning and maintenance tools,

Change Order Technician for a leading health technology company,

Technical Writer for a major personal care brand,

Technical Writer for one of the world’s premier biopharmaceutical companies, and

Enterprise Solutions Engineer for one of the world’s top 10 telecommunications companies.

Previous Permanent Positions

Senior Business Consultant

Senior Applications Engineer

Senior Business Analyst

Senior Software Engineer

Systems Engineer

Senior IT Operations Analyst

Systems Programmer

Data Processing Supervisor

Education

University of New Haven, West Haven, CT

B.S., Business Administration, May 1988

GPA: 3.91, Summa cum Laude

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