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Technical Writer

Clayton, North Carolina, United States
April 18, 2018

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Kaitlin Lane


Raleigh-Durham, NC

I am a dedicated, organized, detail oriented, creative and fast learning professional who always writes with the appropriate audience in mind. I enjoy working with designers to assist in accessible web design and to see how my content interacts with the final design, focusing on giving the client the best experience possible. I have enjoyed working in an agile work environment for the past 7 years, writing content on multiple platforms for multiple types of clients. I also have participated in user testing sessions and quality assurance testing after a design has been established. I enjoy being involved in each part of the agile software development process so I can see a project evolve from beginning to end. I work well independently and as part of a team or even spread across multiple teams.


North Carolina State University, Raleigh, NC

Master of Science, Technical Communication, May 2012

Emphasis in Technical Writing, Web Accessibility and User Testing

University of North Dakota, Grand Forks, ND

Bachelor of Arts, Communication, May 2009

Emphasis in Journalism and Mass Media


Sr. Content Strategist, Technical Writer & User Acceptance Tester I (FT)

BB&T Digital Channel – Raleigh, NC November 2013 – October 2017

Content Strategy

Worked as the primary content strategist for Online Banking, Small Business Online Banking, U by BB&T, U Mobile, Online Account Opening and Online Business Account Opening applications and eBill, Online Banking redesign, U by BB&T redesign, U Mobile redesign, Small Business Online Banking redesign, Personal Payments and Personal Financial Management strategic projects

Received business requirements from Product Management to create new authenticated application functionality pertaining to Payments & Transfers, Customer Service, Alerts and Account Security

Owned content creation and editing responsibilities for all secure message, email and text alerts offered by BB&T

Maintained format and content for all disclosures accessible in and outside of authenticated application space, coded in HTML

Wrote scripts for marketing videos published on Webpages for prospective clients

Received business requirements and templates from Product Management to create external client communications regarding changes to their account or account information in the form of interactive Web banners, secure messages, mailers, emails and alerts

Technical Writing

Conceptualized, created and implemented a digitally interactive help system for U by BB&T, Online Banking, Small Business Online Banking and U Mobile applications, coded using HTML

Created Content Strategy guidelines, best practices and concepts presenting them to all the Content Strategists and publishing them in our inter-departmental Content Strategy blog

Created new product and functionality demos for first-time users and prospective clients, published in authenticated applications and webpages

Assisted in identifying and creating HTML code to aid users who require a screen reader while using U by BB&T and U Mobile applications

User Acceptance Testing

Created, ran and executed test cases; identified, recorded and verified defects; participated in weekend validation calls with Product Management and the testing team

Tools Used: SharePoint, Microsoft Office Suite, Adobe Creative Suite, Rally, Clarity, Content Center Professional (CC Professional, BB&T’s Content Management System), Axure RP Pro, WebEx, Snag It, Flowdock, Skype for Business and Visual Studio Team Foundation Server (TFS)

Technical Writer (FT) June 2011 – July 2013

IBM SmartCloud Control Desk – Research Triangle Park, Raleigh, NC

●Assessed documentation requirements for a project based on audience and schedule needs

●Interpreted, planned, and wrote help documentation in response to new software technology or a change in software process, following IBM styles and standards in a timely manner

●Reviewed product UI with development team and product testers prior to meeting documentation needs to suggest and implement UI changes

●Contributed to the department wiki

●Lead projects to analyze current documentation to suggest improvements

●Software used: Microsoft Office Suite, Adobe Creative Suite, WordPress, Drupal, ArborText Editor, oXygen, ID Workbench and Lotus

●Proficient use of DITA and XML

Technical Writer/Technical Editor (PT/Co-op)

IBM WAS Security Systems – Research Triangle Park, Raleigh, NC

●Completed defects in online help material

●Edited DITA code in help material with special consideration to 508 accessibility standards

●Edited outdated DITA code in help material

●Contributed to customer Wiki when defects are complete

●Software used: Microsoft Office Suite, Adobe Creative Suite, WordPress, Drupal, ArborText Editor, oXygen, ID Workbench and Lotus

●Proficient use of DITA and XML

Content Developer/Editor (PT) May 2010 – June 2011

The Center for Quality Teaching and Learning – Raleigh, NC

●Created and edited high school curriculum material in the digital media, networking and computer engineering disciplines

●Secretarial work for the president of the Raleigh branch including errands, answering the phone, and printing marketing material

●Produced and printed marketing material such as handouts, brochures, and business cards

●Produced questions in testing material for North Carolina magnet schools

●Software Used: Microsoft Office Suite, Adobe Creative Suite, Camtasia

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