Thomas Lyndes

ac2fca@r.postjobfree.com https://www.linkedin.com/in/tomlyndes 919-***-****

An innovative self-starter with a sense of urgency who collaborates with others to proactively deliver high-caliber, on-time solutions that significantly impact business results.

●More than 15 years as a major contributor to IT projects, providing analysis, documentation, and business solutions for large government agencies, global corporations, and regulated industries.

●Proven ability to evaluate, troubleshoot, and document large, complex business systems, providing support throughout the Software Development Lifecycle.

●Develops and maintains solid relationships with executives, developers, engineers, end users and vendors.

●Proven management leadership with various, local, near shore/offshore, outsourced and virtual workforces, utilizing agile and waterfall methodologies.

Work History:

Senior Technical Writer NWN, Morrisville NC Aug 2016 to July 2017

Analyze and document business processes that support marketing, financial, and sales divisions of a mid-sized IT services company.

Administer the company Marketing (Marketo) and CRM databases (NetSuite).

Analyze and map business operations to discover opportunities to automate processes and functions.

Develop proposals to simplify processes. Develop project management documentation.

Manage implementation projects. Provide end-to-end documentation, as needed.

Manage the user acceptance process; provide training or other assets to help staff use new system features.

Systems Analyst RTI, Durham NC April 2016 to July 2016

Design, develop and maintain end user documentation, including user manuals, online help, and illustrations.

Support multiple active Agile projects. Develop business requirements.

Develop and maintain project documentation.

Provide support for transition into production-level delivery environments.

Collect and analyze IT project business requirements. Convert requirements into functional specifications.

Project Manager NetApp, Morrisville, NC September 2014 to November 2015

●Coordinate the testing and implementation of a global help desk system.

●Plan, develop, write, and maintain User Acceptance Test (UAT) plans, business requirements and test cases.

●Post software defect reports and triage software bugs.

●Configure the database for various test scenarios.

●Collaborate with the PMO office to develop and maintain project documentation.

●Develop training assets, manage the adaption of new processes.

Senior Technical Writer Interactive Intelligence, Durham, NC Aug 2013 to July 2014

●Analyze and develop requirements for a Cloud-based (Amazon Web Service) contact center system.

●Set UI design standards for the product and for the help system; design and develop the online help system.

●Develop topic-based content to help engineers configure the system.

●Research, develop and refine (Agile) user stories and personas for developers and stakeholders.

●File defects against bugs found during testing.

Business Analyst IBM, Durham, NC May 2013 to August 2013

●Support the migration of IBM Retail Web assets to Toshiba Global Commerce Solutions.

●Map the IBM retail website, listing in detail all IBM retail product offerings, warranty agreements, training, and support assets.

●Analyze and document the applications, documents, databases, graphics, and other content to migrate from IBM to Toshiba.

●Develop wireframes and contribute to the UI design of the new website.

Sr. Information Developer Digital Safety Technologies Inc., Raleigh, NC Nov 2008 to February 2013

●Research, design, develop, publish and maintain all documents that support a manufacturing company that makes military-grade computers and cameras.

●Develop ISO compliance documentation, manufacturing instructions, spec sheets, release notes, RFP responses, and support bulletins.

●Set goals and direct the activities of other writers.

●Develop graphics, videos and visual aids for use in print or online products.

●Test and troubleshoot database, Web portal, and networked system components. File bug reports against software defects. Collaborate with QA to specify user acceptance criteria.

●Meet regularly with department heads, software developers, support technicians and other stakeholders to plan and coordinate deliverables.

IT Compliance Analyst Dec 2007 to Nov 2008, Diosynth, Morrisville, NC

Develop test plans and test software used to control the (regulated) large-scale manufacture of drugs.

Analyze and map IT infrastructure related to drug manufacturing and Quality Assurance. Provide reports to management evaluating risks.

Gather and rewrite departmental IT process information. Develop and format documentation for online and hard copy distribution.

Proofread and edit materials.

Web Project Manager SAS Institute, Cary, NC Jan 2003 to Dec 2007

●Provide email marketing services and coaching to APAC and EMEA business units.

●Develop requirements and specifications for migrating to an in-house Web content management system and database.

●Develop business requirements for an in-house email marketing system.

●Develop, install, and troubleshoot SAS analytic tools used to gather data on customer Web behavior.

●Develop a BI solution using SAS, enhancing customer goodwill by serving personalized content based on Web behavior.

●Develop personalization strategies for email marketing campaigns.

●Manage databases using SQL queries to scrub user lists, detect blacklisting behavior, and enforce marketing policy.

Technical Writer 3 SAS Institute, Cary, NC Mar 1997 to Jan 2003

Research, develop and publish user documentation for Base SAS, Enterprise Guide, and other products, as assigned.

Contribute to the company style guide. Research and develop SGML DTDs.

Work with management to research, propose and develop documentation.

Develop and run SAS code to demonstrate the syntax, usage and features of complex analytical software.

Coordinate document deliverables. Manage multiple documentation projects.

Education

Thomas Edison State College, Trenton NJ

Area of Study: English, Physics, Math

Degree: Bachelor of Arts; 2003

Vermont Technical College, Randolph Center VT

Area of Study: Electrical Engineering

Degree: Associates; 1984

Johnson State College, Johnson Vermont

Area of Study: Marketing Statistics

Degree: Associates; 1986

Clackamas Community College, Tigard OR

Area of Study: Technical Writing

Degree: Certificate; 1995

DRI International, Washington DC

Associate Business Continuity Professional; 2007

Software proficiencies:

Publishing

Adobe Creative Suite

Adobe Dreamweaver

Arbortext SGML editors

Atlassian

Camtassia

Drupal.

Framemaker

MadCap Flare

Microsoft Office

Microsoft Publisher PowerPoint

Paint.Net

Photoshop

RoboHelp

SharePoint

Visio

Winhelp

Word

Wordpress

XMetal

Data management

Access

Crystal reports.

Excel

JIRA

Kanban

Marketo

MySQL

NetSuite

SAS

SQL

Utilities

ALM

Prism

Putty

Sharepoint

Subversion/Tortoise SVN

Syspro (inventory management)

TRAC

WinSCP

Wireshark

Operating Systems

LINUX

UNIX

VSAM

Windows

IOS

Dear hiring manager,

I am a versatile technical writer and experienced project manager.

While working for Digital Safety Technologies, I designed and developed all the customer-facing documentation for a Linux-based police camera system. My work included administration guides, online help, install manuals, and quick reference guides. I also developed a corporate style guide, and set up the document repository.

I have recent training in global English, minimalist writing, business analysis, and project management.

While at SAS, I wrote usage examples for the Base SAS Concepts book.

At DST and ININ, I worked on end-to-end product development projects, contributing to product design, as well as providing a holistic documentation solution.

I’m confident that I can do a great job for you in this role. Please contact me soon to discuss this position.

Thanks!

Regards,

Tom Lyndes

919-***-****

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