Technical Writer

Amy B. Morgan

***********@*****.*** ***** Sunland Blvd. #47

818-***-**** Sunland, CA 91040

Technical Communication and Training

Profile: Technical communication with over 15 years experience in various industries. Skills include gathering requirements, documentation, training materials, document management, consolidating large amounts of data for clear presentation, auditing and compliance with legal requirements and other standards. Trained and experienced Technical Illustrator. Strengths include analysis and problem-solving skills, communication skills, self-starter with the ability to manage multiple tasks.

Key Skills Gathering Requirements Document layout and organization

Working with stakeholders Editing and proofing

Document Publishing Research

Document maintenance and Engineering Change Control

management Help Authoring Tool

Experience

Additional Projects August 2017 – present

For RemX IT Staffing, at Singer Lewak, DCV Franchise Group in Woodland Hills to develop templates and convert documents from OS to PC, and to edit/rework franchise operations manuals for several companies.

For InSight Global, working with First Team Real Estate to develop knowledge base articles on their intranet for using the ZenDesk CRM system.

TechTrueUp September 2016 June 2017; Specialist Technical Writer

Based at Amgen in Thousand Oaks, CA in Microbial Plant Production. Edit and write SOPs, MPs, Forms, and other for cell production and harvest to support Epogen production using Word and Acrobat. Update line drawings and photos as needed. Push documents through review and approval in document change control system. Meet regulatory requirements.

National Construction Rentals August 2015 – September 2016; Trainer

Hired to document processes and provide end-user training via webinar and one-on-one shadowing for industry-specific order taking and dispatching applications. Also create training for office staff in use of Outlook and other office applications. Proof and verify addresses entered into order-taking software to allow dispatch software to accurately pin locations in Google maps. Run reports on address issues to help identify where training was needed. Other tasks as assigned.

Volt Workforce Solutions July – August 2015; Contract Technical Writer

Based at Advanced Bionics in Valencia, CA. Update audiology fitting software for cochlear implant clinical trials using MadCap Flare. Reorganized and updated existing documents to improve flow and usability. Solicited reviews of work and input comments, proofread, and published to online help and Word. Also worked on making documentation more global in language choices to improve accuracy and ease of translation, as this product will be used internationally.

Prosum, March – June 2015; Contract Technical Writer

Based at Rockwell Collins Surface Transportation and Information Management (formerly ARINC). Write and edit formal software development, end-user, and training documentation. Prepare and deliver training presentations to customer staff. Provide project support in transportation and security industries as part of documentation and training team by applying best practices and standards as apart of publishing approval process.

CallSource, 2008 – 2015; Specification Writer

Develop specifications for web-based suite of applications in delta functional specs and user stories in an Agile environment. Maintain accurate and current specifications. Develop document templates and forms for use by multiple departments. Create flow diagrams, process diagrams, and decision trees to explain new product’s flow and inter-module communication. Develop and document processes. Developed user experience samples as proposals to software development for user interface. Position evolved to include product management and new product design, which required close consultations with SMEs and stakeholders. Other projects as assigned.

Software Resources, 2007 – 2008, Technical Writer

Consulting at Walt Disney Internet Group in the Business Applications and Project Development group. Write project documentation for in-house projects to support the business side of Disney’s internet sites. Includes use cases, functional specifications, and statements of work. Developed monthly report on project health and status to Management using Excel.

Countrywide Financial Corporation, 2006 - 2007

Business Analyst II, 2006 – 2007; Contract Technical Writer and Documentation Specialist through Escoe-Bliss Communications, 2006.

Started as consultant and converted to direct hire. In the SMART Project Management Office, monitor the progress of software development projects. Communicate compliance requirements and updates to project managers. Perform project document audits to ensure compliance to documentation requirements of corporate methodology. Produce project health reports for projects and PMO use. Implement corrective actions for non-compliances to methodology or poor project health rating. Develop, maintain, and write articles for PMO web pages on company intranet. Write and maintain document standards manual and Project Manager’s Handbook. Create training and materials for PMO initiatives. Create process flow diagrams. Develop and maintain templates for project deliverable documents. Other tasks as assigned.

Career Technical Staffing, 2006; Contract Technical Writer

Consulting at AeroVironment, Simi Valley location. Edit test reports on Small Unmanned Air Vehicles (SUAV) for English usage and punctuation. Proof documents to ensure test results are complete and graphics embedded. Complile compile overview test report for delivery to military customer. Write and update documents in FrameMaker. Coordinate with other departments to develop and document procedures for in-house processes, including Return for Repair and Parts Ordering. Develop assembly procedures for manufacturing personnel with limited English. Edit quality manual for the handling of government-owned material to ensure consistency, accuracy, completeness, and compliance to military regulations. Other tasks as assigned.

Core Staffing Technologies, 2006; Contract Project Specialist

Consulting at Amgen. Write and update specifications for investigational drugs moving into First In Human and clinical trials. Edit reports and other documents for clarity, grammar, and compliance to corporate standards and SOPs. Schedule monthly status and review meetings and generate accurate minutes for attending scientists. Track status of in-revision documents in corporate document management system (Documentum).

Volt Services, 2003 – 2005; Contract Technical Writer

Consulting at 3M Pharmaceuticals in Northridge. Create and update Manufacturing Orders (MO; combination SOP and run sheet) for the manufacture of transdermal patches. Write Experimental MOs for test runs. Ensure that MOs meet production and engineering needs, and satisfy Quality Control and Quality Assurance requirements. Enforce configuration control. Proofread component lists to verify they are current and accurate. Edit or create illustrations as needed in Corel. Communicate changes to MOs to training department with enough lead time for training to occur before the next scheduled production run. Write reports and research product history for inclusion in annual product report to FDA. Implemented configuration control of department forms.

RC Consulting/Software Resources Corporation, 2002 – 2003, ContractTechnical Writer

Consulting at World Vision International in Monrovia. Prepare end-user documentation for proprietary CRM to manage participants and benefits in global charity programs. Develop document specification that focuses on graphics and ease of translation to local languages and use by local aid workers. Identify conflicts between requirements specifications and business needs, existing system design, and most desired functionality and features so they could be reconciled. Edit engineering documents to ensure good document organization and grammar. Mentor engineers who found writing assignments challenging, to train them in better approaches to the task. Create graphics in Visio for use by business analysts. Work with developers to ensure high usability of the user interface.

ARINC Control and Information Systems, 1995 – 2001

Quality Assurance Manager, 2001-2002

Monitor the corporate quality management system to ensure compliance to the ISO 9001 standard. Develop and deliver training and messages to communicate relevant standards to employees. Identify process improvement opportunities: Upon finding that emails between project team and customer were not retained, developed and implemented processes to archive project emails (internal and external) for complete compliance to ISO documentation requirements and to ensure a full project history. Prepare and deliver reports on quality status to management. Identify trends and issues that require action and implement resolutions. Represent the company in ISO surveillance and customer audits. Schedule and track internal quality audits performed by 7 volunteer auditors in two offices. Create and maintain database of audit results and corrective action plans using an issue tracking tool. Perform QA reviews of documents, including proposals, bid requests, and project deliverable documents. Participate in Process Improvement Group, a cross functional panel working toward compliance with the Capability Maturity Model, level 2 and Six Sigma.

Technical Writer, 1995 – 2001

Review RFPs to determine documentation needs for SCADA and Office Control Systems for Light Rail, Security, and Power & Water Distribution customers. Develop IEEE-compliant platform document templates to establish consistent appearance within and across projects and for more rapid document creation. Write task-oriented user guides, reference guides, and training materials. Establish, administer, and maintain large company technical library. Mentor engineers who find writing in English challenging. As one of 8 volunteer internal auditors, plan and conduct internal audits on the company’s quality assurance system and processes. Obtain any necessary corrective actions and preventive actions, and verify their completion.

Magellan Systems Corporation, 1991 - 1995, Technical Writer

Design and write end-user documentation for personal GPS receivers and differential post-processing software, antenna installation, and retrofits. Test beta software to verify functionality for user documents. Maintain existing documents to reflect product and software changes. Instituted coordination of software updates, document updates, and document purchases, which saved thousands of dollars annually by preventing the purchase of outdated materials. Initiated communication with customer service call center to identify gaps in documents. Instituted change log and versioning on user guides to allow customer service to quickly identify which revision the customer was referencing, saving time and frustration on both sides.

Applications MS Word, 20+ years MS Visio, 15+ years FrameMaker, 6+ months

MS Excel, 12+ years MS PowerPoint, 13+ years MS SharePoint, 2 years

Acrobat Std/Pro, 3+ years AutoCAD, occasional use MS Project, 1 year

Madcap Flare, 1+ year SnagIt, 15+ years GIMP, learning itB

I have occasionally used Illustrator and PhotoShop, page layout software, Access and Oracle, and done ad hoc querying with SQL. I have some knowledge of and HTML. I learn new applications easily.

Education University of California, Los Angeles. BA History

Los Angeles Trade-Technical College, Los Angeles. AA Technical Illustration

Membership Senior Member, Society for Technical Communication

References and Writing Samples upon Request

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