Technical writer

JOSEPH HUGHES

*******@*****.*** LinkedIn: Joseph Hughes

205-***-**** Portfolio: Google Sites

.

EDUCATION:

B.A., English Literature, Columbia University in the City of New York

QUALIFICATIONS:

Passionate and accomplished reader and UX advocate with forward-looking, minimalist approaches to technical communication

Expertise in written and oral communication with technical and non-technical customers

Project management experience working with product managers and developers in the software development lifecycle (Agile)

Knowledge of topic-based authoring (DITA and XML)

Experience writing REST APIs (JSON and XML)

Knowledge of responsive web design

Intermediate knowledge of Unix and UNIX shell/command line

Adobe Technical Communication Suite 3 (FrameMaker, Photoshop, RoboHelp, Captivate, Acrobat), InDesign, MadCap Flare, HTML5, CSS, JavaScript, Office 2013 (including Excel), Visio, G Suite, Snagit, SharePoint, Salesforce, Git, JIRA, Confluence, iOS, Sketch

Knowledge of The Chicago Manual of Style and AP Stylebook

CAREER HIGHLIGHTS:

BBVA COMPASS BANK (PROTECH SOLUTIONS), Birmingham, AL

09/2015–04/2017: Lead Technical Writer

Worked closely with developers to improve employee and customer experience during a large multichannel product transformation

Enhanced search efficiencies in the Change Management SharePoint and Salesforce knowledge bases

Re-wrote documents per the DITA standard (using FrameMaker XML Author and Oxygen) across multiple channels to create a unified company voice

Reduced call center volume by producing a customer-facing enterprise bill payment user guide and HTML help files

Put the bank in compliance with federal regulations by producing a cybersecurity/PCI manual

Maintained the Change Management web page and document libraries

NATIONAL OCEANIC & ATMOSPHERIC ADMINISTRATION (CYBERDATA), Tuscaloosa, AL

01/2015–09/2015: Technical Writer

Established foundational standards for the National Water Center by producing user manuals, release notes, and newsletters on technology- and subject matter (water resourcing, weather, climate)-related topics (publishing with MadCap Flare in multiple outputs)

Managed cybersecurity guidelines per the National Institute of Standards & Technology (NIST) protocols

Liaised with SMEs in driving technology implementation and improvement initiatives (business requirements, workflows, legal and compliance)

BBVA COMPASS BANK (PROTECH SOLUTIONS), Birmingham, AL

09/2010–09/2014: Technical Writer

Managed Change Management documentation workflow in a global banking software migration (from UNIX terminals to a global, integrated cloud platform)

Wrote, edited, and curated the following materials (using FrameMaker) for global

software migration:

User manuals for developers and external customers (five manuals, 200 to 500 pages)

In-context UI instructions

Reference guides (two guides, 150 to 200 pages)

HTML help files (over 400)

Software simulations (six Captivate videos)

Liaised with product managers and developers regarding their training needs

Developed use cases, process design (Visio diagrams), and tutorials for developers and internal customers

Matched high-level technical specifications with business requirements

MASTERCARD INTERNATIONAL, Purchase, NY

02/2001–09/2010: Educational Content Writer (Consultant)

Storyboarded and scripted courses for the MasterCard online training program

Conceived and designed media to accompany written scripts

Developed descriptive material, case studies, and test questions

PALM, INC., Sunnyvale, CA

01/2009–11/2009: Technical Editor (Consultant)

Edited software user guides, release notes, and online help for consistency and accuracy

Matched technical specifications with user requirements

Liaised between subject matter experts and project managers

THE ROI INSTITUTE, Birmingham, AL

02/2008–12/2008: Editor (Consultant)

Edited manuscripts on return-on-investment topics for publication

Liaised between authors and publishers

Coordinated print production for self-published books and their marketing materials

F5 NETWORKS (AQUENT PARTNERS), Seattle, WA

12/1999–01/2001: Technical Writer

Wrote customer-facing technical support for an Ask Jeeves interface project

Wrote user manuals for BIG-IP internet traffic router

Edited customer support material and worked with developers to formulate new procedures

Reformatted FrameMaker documents into web pages

Organized keywords and formatted metadata for search engine optimization (SEO)

ENCARTA, MICROSOFT CORPORATION (AQUENT PARTNERS), Redmond, WA

01/1999–12/1999: Editor

Edited and wrote articles on IT and scientific topics for the Microsoft Encarta Encyclopedia

Liaised between academic contributors and the Senior and Managing Editor

Selected and formatted media, sidebars, and graphics to complement articles

Contact this candidate