Liana K irkhart

M ilford, N H l ac3nbq@r.postjobfree.com 6-03-421-**** Employment H istory

Freelance W riter J une 2 017 - Present

Remote, N H

Creating d ocumentation l ibraries f or v arious s oftware c ompanies.

Technical e diting o f a rticles a nd p roposals.

Working w ith c lients a cross t ime z ones a nd c ountries e fficiently.

Experience w ith t ools a nd a pplications i ncluding M icrosoft S uite, G oogle D ocs, a nd Intercom.

Senior D ocumentation S pecialist M arch 2 017 - J une 2 017 Smartware G roup, I nc

Remote, N H

Created c ustomer-centered s oftware r elease d ocumentation a nd v ideos.

Redesigned a nd m aintained t raining p owerpoints a nd h andouts.

Updated a nd d esigned h elp f iles a rchitected f or e asy c ustomer u se.

Contributed t o f eature d evelopment t eams.

Created t he D ocumentation d epartment.

Experienced w ith t ools a nd a pplications i ncluding S harePoint, C amtasia, A udacity. Technical W riter M ay 2 015 – M arch 2017

Blackbaud, I nc

Bedford, N H

Create u ser a ssistance c ontent t hat e nhances t he u ser e xperience a nd a dds v alue t o K-12 e ducation s oftware p roducts.

Record a nd p roduct r elease v ideos.

Create a nd m aintain n ew c ustomer p roduct i mplementation g uides.

Evaluate a nd i mplement f eedback a bout u ser a ssistance c ontent.

Successfully w ork o n m ultiple p rojects w ith c oncurrent a nd s hifting d eadlines.

Contribute t o d evelopment t eams b y o ffering f eedback o n p roduct p rototypes, d eveloped code, a nd g eneral u ser p erspective.

Experience w ith t ools a nd a pplications i ncluding M adCap F lare, T eam F oundation Server, C amtasia, A udacity

Successfully c reated a nd m aintained d ocumentation f or m ultiple p roducts, i ncluding products f or n ewly a cquired c ompanies.

Support T rainer ( Interim) J anuary 2 015 – M ay 2015

Blackbaud, I nc

Bedford, N H

Design a nd d evelop i nnovative n ew h ire t raining t hat i ncorporates p roduct k nowledge a nd troubleshooting m ethodologies f or t he S upport t eam 1

Collaborate r egularly w ith t he l eadership t eam ( Managers, L eads, C oaches, K nowledge Specialist) t o d evelop t eam a nd i ndividual t raining p lans

Partner w ith c orporate t rainers t o i ncorporate e xisting n on-product r elated c urricula

Successfully c reated a t raining p rogram g eared f or a c onstantly c hanging S aaS environment u sing A gile d evelopment.

Developed a ssessment p lans t o e valuate e ach t raining a nd i dentify n eeds f or a dditional assistance

Support S pecialist D ecember 2 012 – J anuary 2015

WhippleHill C ommunications/Blackbaud, I nc

Bedford, N H

Provide q uality s upport t o e ach c ustomer w ith c are, c oncern a nd k nowledge v ia p hone and e mail.

Follow u p w ith L evel 1 S upport t o p rovide g uidance w hen c ase c ould h ave b een r esolved more e fficiently, a nd i dentify c oaching a nd t raining n eeds

Create, a ttach, a nd m onitor i ssues f or c ases i nvolving d ata f ixes, s oftware b ugs o r technical r esearch

Help e nsure a ccuracy i n t he K nowledge B ase b y c reating a nd r eviewing K nowledge B ase documentation

Increased a bilities w ith c oaching a nd t raining i nternal e mployees, a s w ell a s a bility t o t rain customers w hen n eeded

Education H istory

Southern N ew H ampshire U niversity Graduated 2 011

Bachelor’s D egree i n E nglish L anguage & L iterature Skills

Expert w ith G oogle D rive a nd M icrosoft p roducts

Excellent v erbal a nd w ritten c ommunication s kills

Experience w ith M adCap F lare, C amtasia, A udacity, J ing, S nagIt References

Available u pon r equest.

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