Technical Writer Management
Resume:
Heidi Trimpe
PO Box ****, Whitewright, TX *****
********@*****.***
Career Skills
Technical writing, training course development, and documentation: including, but not limited to information technology, finance, telecommunications network, and security solutions documentation; SDLC, policies and procedures, process flows, release notes, user guides, implementation guides, help files, training materials, and learning management systems (LMS)
Excellent communication skills and strict attention to detail Highly adaptable; able to learn new concepts and software quickly Extensive Agile methodology training
Criterion Referenced Instruction (CRI) methodology and DevOps training MS Office Suite (Access, Excel, Word, PowerPoint, Visio, Outlook) and SharePoint Adobe RoboHelp, Acrobat, and Frame Maker
Atlassian JIRA and Confluence
Captivate and Camtasia
SnagIt and Photoshop
Mindflash Learning Management System
Professional Experience
2016 - Present Synchronoss Technologies Bridgewater, NJ Technical Writer
Worked with Business leaders to establish a Technical Publications team responsible for producing and publishing documentation for multiple product suites; deliverables included technical specifications, implementation guides, user guides, SDLC, API guides, release notes, training materials, job aids, etc. Worked closely with all facets of the Business to implement a standard peer review process designed to produce and maintain useful, high-quality documentation
Designed and implemented the use of standard templates and styles across all Technical Publications team deliverables
Designed and delivered various documentation process training courses to a broad internal audience Created and managed documentation repositories for both internal teams and external customers Collaborated across teams to assemble the content required to produce and publish high-quality technical documentation
Worked with various teams across the Business to identify training needs; developed and delivered useful, concise training courses
Utilized MS Office Suite (Word, PowerPoint, Excel, Visio, and Outlook), SharePoint, Adobe Acrobat, SnagIt, Atlassian JIRA and Confluence, and Mindflash LMS to produce, deliver, and manage documentation and training across multiple product suites
2007 - 2016 Verizon Enterprise Solutions / Aricent Richardson, TX Technical Writer
Worked with Development and Business teams, management, and internal customers to identify and develop technical documentation for various Verizon programs and applications Created and maintained SDLC documentation for several concurrent Verizon Enterprise Solutions initiatives, including identity & access management and fraud detection applications Developed, edited, and published help files, release notes, user manuals and training documentation for new and established Verizon systems
Created and published all necessary documentation for joint application development sessions, UAT trials, and design meetings
Designed and maintained SharePoint and Confluence repositories for multiple teams and initiatives Created ad-hoc drawings and presentations for Development Team members and management Responsible for compiling and publishing application-specific statistical reports for use by upper management Engaged in user acceptance testing (UAT) trials and QA testing Maintained both internal and third party issue reporting tools, and acted as a liaison between the Development Team and internal customers to resolve reported problems across multiple systems Participated in extensive Agile training
Utilized MS Office Suite (Word, PowerPoint, Excel, Visio, Access, and Outlook), SharePoint, Adobe Acrobat, SnagIt, Captivate, Camtasia, Atlassian JIRA and Confluence, Subversion, and Tortoise SVN to create, publish and manage documentation for multiple Agile development teams and their respective management 2006 - 2007 Rexel USA Dallas, TX
Training and Documentation Specialist
Developed classroom training and online reference resources, including job aids Created instructor and student manuals for classroom and online use Responsible for creating and revising financial and technical documentation (printed and online formats) for corporate and branch audiences
Worked closely with subject matter experts and trainers to gather information used to document and improve current processes
Conducted testing of new and revised procedures to ensure accuracy Responsible for maintaining the Documentation Team’s internal website Created, edited and published Captivate modules for use in training classes Responsible for creating release documentation for system enhancements Maintained spreadsheet and calendar to track documentation orders and shipments Familiar with office equipment used in creating and binding printed documentation including binding machines, laminators, and printers
Utilized MS Word, Excel, Visio, SnagIt, RoboHelp, Captivate and Adobe Acrobat to create printed and online versions of documentation and training courses for use by all company employees 2006 Cottonwood Financial Irving, TX
Technical Writer
Responsible for documenting and revising written policies and operational procedures for all departments within the company
Responsible for creating and maintaining new process documentation Interviewed subject matter experts to gather information used to document and improve current processes Developed and published training materials
Conducted testing of new and revised procedures to ensure accuracy Created and maintained a detailed schedule for each new documentation project Utilized MS Word, Excel, Visio and Adobe Acrobat to create documentation templates, and to update and standardize all existing documentation
2004 - 2005 Consolidated Communications / GSK Consulting Irving, TX Documentation Specialist
Utilized AS/400 platform, Microsoft Office Suite and Lotus Notes to document transactions that occurred within the deadline driven Collections Department
Responsible for writing process documentation to the keystroke level and for training the incoming managers to take over all of my assigned duties
Handled NSF checks and drafts, assessed account fees and credits and responsible for alerting customers to delinquent account status, as well as providing customers with payment options and instructions Worked directly with collectors and management to suspend, restore, restrict and permanently disconnect accounts in the AS/400 system
Responsible for furnishing outside collection agencies with current and valid account information, as well as processing incoming reports from outside agencies
Handled sensitive account information daily
2000 – 2004 MCI / WorldCom / Quatrix Consulting Richardson, TX Design Engineer
Worked as part of the Strategic Accounts Engineering team to provide timely responses to enterprise and government RFPs
Prepared proposal packages which included detailed responses, network architecture diagrams, and schematics Provided technical writing and copy editing expertise Created and maintained the group's internal project tracking database, as well as all reports generated by the system for upper management
Responsible for interviewing and gathering detailed project information from SMEs - engineers, management and account representatives for use in creating detailed network representations and customer presentations Responsible for documenting process flows and procedures for the Strategic Accounts Engineering team Responsible for developing standardized templates and stencils to be used by the CAD group and engineers Assisted in the creation of customer presentations (both commercial and governmental), which included network representations, technical specifications, network dependencies, costing and other pertinent information Worked as part of a team to create, maintain, and update the department’s Access database which was used to track detailed project information
Created detailed queries and reports from the department’s Access database for use by management and engineers
Assisted in the creation and implementation of an automated online database, project repository and user interface specifically designed to streamline our documentation process and reporting functions Created presentations that reflected project trends, engineer workload and revenue information for use by management
Created detailed network architecture drawings from spreadsheet information, engineering sketches and various other sources
Responsible for several administrative functions such as payroll tracking and reporting, ordering departmental supplies and organizing team functions
Education
Texas A&M University College Station, TX
BA in Psychology
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