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Technical Writer Support

Franklin Park, Illinois, United States
January 05, 2018

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Robert Aloysius Schlereth

**** *** **.

Phone: 630-***-****

Franklin Park, IL 60131


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


HDI certified in Knowledge Management Foundations

Universally Certified HVAC Technician

Pursuing Project Management Professional (PMP) Certification


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


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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