Technical Writer Support
Resume:
Robert Aloysius Schlereth
Phone: 630-***-****
Franklin Park, IL 60131
Email: ******.*********@*****.***
Career Overview
Proven project manager and technical writer seeking an opportunity in the project management field. Managed numerous projects. Experienced in creating training and user guides, installation manuals and other internal and external documentation. Well accustomed to healthcare industry. Accomplished researcher with strong technological and mechanical intuition. Recognized as an excellent communicator, both written and verbal. Excellent time management and organizational skills.
Skills and Abilities
Experienced managing projects in both the IT and mechanical industries
Experienced with technical writing for both end-user and technical use, making complex subjects more intelligible
Familiar with computer hardware and software, both proprietary and common manufacturer
Familiar with multiple software and graphics programs
Proficient in networking-- initial network setup or post-install troubleshooting; LAN, WAN, access points, firewalls, port-forwarding, etc.
Experienced with Microsoft Project
Well-versed in use of SnagIt and other capture tools,
Familiar with Adobe and MS Office Suites including Adobe Acrobat and Photoshop, and Microsoft Visio and PowerPoint
Experienced with HTML and DITA
Excel at training, presenting info and technology in a fashion most suitable to the audience, whether it calls for a high level of detail on the technology or a more general overview of equipment and processes
Experienced in creating/scripting for video instructional materials
Vast Adobe FrameMaker experience
Well-familiarized with Sketchup
Well-versed in mechanical processes and fundamentals
Proud Boy Scout
Proven leadership skills
6 years as an HVAC equipment installer, including furnaces, air conditioners, boilers, humidifiers
Certifications
HDI certified in Knowledge Management Foundations
Universally Certified HVAC Technician
Pursuing Project Management Professional (PMP) Certification
Experience
Technical Writer
March 2015 – present
Progress Rail – LaGrange, IL
Using Adobe FrameMaker to create parts catalogs and engine maintenance and service and operator’s manuals
Creating exploded view images for use in catalogs and manuals
Generating documentation for use in the assembly and maintenance of locomotives
Managed numerous projects including the release of the new F125 locomotive and projects in Africa and South America
Managed teams of workers, directing them and providing guidance to ensure successful completion.
Interviewing engineers and knowledge holders
Reading schematics and wiring diagrams
Technical Writer
October 2014 – February 2015
WPS Insurance Company – Madison, WI
Working with Application Development team, including interfacing with Application Architects
Creating Software/System Development Life Cycle (SDLC) process
Integrating security with SDLC process, including NIST and CMS documentation
Aligning company practices with security controls
Interviewing SMEs to gather information as to how security controls are met
Technical Writer
June 2014 – September 2014
Health Care Service Corporation/Blue Cross Blue Shield of IL – Chicago, IL
Member of Entitlements team
Responsible for creation of Technical Standards Documents
Interviewed/cooperated with subject matter experts (SMEs) to ensure accurate information
Wrote of Securable Entities, Entitlements, and Authorization Groups
Technical Writer
October 2013 – March 2014
HCSC/Blue Cross Blue Shield of IL – Chicago, IL
Fundamental member of Affordable Care Act 3R’s project team
Created operational documentation for flow of data through systems
Wrote documentation detailing how different servers interact with each other
Created process flows using Visio showing activity between servers
Worked with SMEs to gain an understanding of the matter at hand
Wrote about the business aspects of policies and claims
Technical Writer
March 2012 – August 2013
OfficeMax – Itasca, IL
OfficeMax corporate help-desk
Using Remedy, created cloud-based database system of materials to be used by individual OfficeMax locations as well as the OfficeMax corporate help desk
Interviewed SMEs to acquire information of processes, procedures
Responsible for creating instructional materials/knowledge articles for OfficeMax IT help-desk
Wrote informational articles for tasks such as troubleshooting servers, registers, PCs
Created documentation/instructions for Bring Your Own Device program
Drafted proposals for help-desk required items and training
Wrote various outward-facing documentation
Proofread and edited materials created by help-desk supervisors
Created numerous project and procedure flows using Visio
Using Sharepoint, presented instruction manuals and other information
Conversion Kit Program Manager/Technical Writer
January 2009 – January 2012
TouchTunes Interactive Networks – Arlington Heights, IL
Managed Conversion Kit Program projects, managing the technical support team regarding deployment of technologies and new projects
Vitally involved in matters regarding the division of TouchTunes devoted to converting competitors' jukeboxes to TouchTunes equipment
Wrote and/or edited a large number of user guides, installation manuals, technical articles, and other knowledge articles for both internal and external use
Handled interdepartmental correspondence, including writing reports and proposals
Answered all questions and communications from other team members, sales team, and management regarding kits, allowing for seamless support
Saw to all kit-related escalations, including researching and interviewing SMEs, providing answers in a timely and professional manner
Primary contact with kit manufacturer, oftentimes the main liaison between management and manufacturer
Identified, communicated and monitored any quality control issues, allowing manufacturing problems to be seen to promptly
Created business procedures documentation for use by the sales force
Technical Support Representative
December 2007 – January 2012
TouchTunes Interactive Networks – Arlington Heights, IL
Assisted equipment operators with network and computer issues as technical support/help-desk representative for TouchTunes networked, digital jukeboxes and digital signage
TouchTunes cloud-based jukeboxes
Lead Technical Trainer/Technical Writer
June 2009 – December 2010
TouchTunes Interactive Networks – Arlington Heights, IL
Developed and instituted training program, including compiling information and writing training materials; wrote and/or edited internal and external user guides, software tutorials, technical articles, as well as internal updates and notifications
Trained 12+ new technical support/help-desk reps and provided further training to sales reps, billing reps, allowing all parties to be better familiarized with the technologies at hand
Education
University of Illinois at Chicago
Chicago, IL
Project Management Professional (PMP) Certification
Completed Project Management Professional Certification preparatory course, October 2017
University of Wisconsin Madison
Madison, WI 53703
Bachelor of Arts degree received May 2003
Major: English
Extensive coursework in English grammar, composition, and linguistics
Additional in-depth coursework in all sciences (chemistry, physics, biology)
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