Customer Service Technical Writer

TECHNICAL WRITING & EDITING/DOCUMENT CONTROL

SKILLS SUMMARY

Hardware & Software Manuals

Database-Related Applications

Functional Specifications

Business Systems Documentation

Technical Specifications Release Documentation

Design Documentation

Engineering Documentation

Marketing Literature

Graphical Skills

DESKTOP & GRAPHICS PACKAGES

Microsoft Office, Visual Studio.NET, FrameMaker, Visio, Photoshop, RoboHelp, Snagit, Adobe Acrobat, Sharepoint, XML and Dreamweaver CS5

WORK EXPERIENCE

C Space April to September 2017

Desktop Support

Provide support for corporate relocations within the city of Boston. Disconnect and reconnect various peripheral equipment and ensure that all equipment is running properly per client's needs.

USAlliance Financial November 2016 to January 2017

Temporary Associate

Assisted Mortgage Servicing Department with processing first and second mortgages and home equity loans. Verified status of consumer loans and reviewed required data. Processed loans using banking software products such as Open Solutions Digital Document Manager, Fiserv DNA Account Processing Platform, and Kofax Capture Batch Manager.

Worked daily with Fujitsu fi-6770A digital scanner recording all documents related to current consumer loans. Worked under pressure to assist client in effort to migrate all loan processing over to EllieMae Encompass loan software.

Contract & Administrative Work 2012 to 2017

Document Control/Office Support

Routinely work short- and long-term documentation assignments within the Greater Boston area. Diverse assignments encompass technical and administrative duties related to software technology and general office practice. As my software background encompasses both Windows and Web development, I readily adapt to challenging assignments in an Information Technology environment.

Hewlett-Packard, Boston, MA July 2011 - February 2012

Technical Writer/Outreach Specialist

Wrote and revised documents, user guides, and instructional material to aid healthcare providers in Massachusetts in complying with new Federal standards for electronic healthcare transactions. Created PowerPoint presentations to assist Customer Service Representatives in training healthcare providers on paperless billing mandated by the Centers for Medicare & Medicare Services (CMS). Project-related tasks encompassed gathering data through daily customer contact in an agile/scrum environment.

Specialize in producing Customer Service training materials.

Ability to produce technical documentation for nontechnical audience.

Iron Mountain, Boston, MA October 2010 - December 2010

Technical Writer & Graphics Specialist

Wrote and illustrated special operating procedures and diverse training materials for in-house instruction. Course material encompassed instructor-led training and online and webinar instruction. Worked closely with Learning and Talent Solutions group responsible for development, testing, implementation and evaluation of all corporate training.

Contract & Administrative Work 2009 to 2010

Performed contract and administrative work in the Greater Boston Area.

The TriZetto Group, Boston, MA February 2007 - November 2008

Technical Writer & Senior Consultant

Wrote and revised release documentation for a web-based software product Care Advance Enterprise a customizable software tool used in the healthcare industry by national health plans. Edited and updated various online help systems.

Produced extensive data dictionary for database schema initiative.

Extensively rewrote documentation produced by foreign employees of Softtek – a global IT provider.

HIPAA-compliant

Doble Engineering, Inc., Watertown, MA October 2005 - February 2007

Technical & Marketing Writer

Wrote and updated hardware and software manuals, engineering documents, and marketing releases for diagnostic instruments and measuring instruments used in the electric power industry.

Provided graphical and photographic services for corporate documentation.

EG&G Technical Services, Inc, Cambridge, MA September 1989 - September 2003

Senior Documentation Specialist & Technical Writer

Wrote, edited, and produced publications for various agencies of the U.S. Department of Transportation.

Produced software documentation for UNISYS and Computer Science Corporation (CSC) via partnership with EG&G. Member of a team-oriented environment working closely with software developers.

Significant accomplishments encompass the following major government projects:

Wrote, edited, and published end-user software documentation and technical specifications for Enhanced Traffic Management System the principal software tool the FAA uses for air traffic control management. Assisted with development of on-line help and style sheet. Developed all detailed graphics for manual and related engineering documents. Revised quick reference guide.

Wrote, edited, and published end-user software documentation for National Plan of Integrated Airport Systems/Capital Improvement Plan a database management system and programming tool the FAA uses to evaluate development costs and capital expenditures. Specified all graphics, produced extensive maintenance section and release notes, and designed and updated a quick reference guide.

Accomplishments:

Wrote end-user manual for installing and using a local area network and its menu-driven software for FAA National Flight Data Center.

Wrote end-user manual for Shipping, Tracking, and Redistribution System an X-Windows networked database application used for hub-and-spoke distribution system for U.S. Army in Europe.

Rewrote 130-page proposal for major Operations Research and Analysis government contract subsequently awarded for five-year period. Received written commendation as conveyed to EG&G corporate headquarters via the Project Manager.

Rewrote, edited and published numerous scientific reports for White House Office of Science and Technology Policy over two-year period.

Rewrote, edited and published a series of reports for the Federal Railroad Administration related to existing and proposed high speed rail technologies.

Wang Laboratories, Inc. Lowell, MA January 1987 - August 1987

Technical Editor/Writer

Edited and revised software documentation for National Computer Standards Committee a branch of U.S. Department of Defense.

EDUCATION

Master of Science in Technical Communication

Rensselaer Polytechnic Institute - Troy, NY

Minor: Business Administration studies

Bachelor of Arts in English Concentration in Professional Writing

University of Lowell - Lowell, MA

Minor: Scientific and technical subject matter with strong interest in research and documentation

PROFESSIONAL TRAINING

Massachusetts State College System

Completed on-line course in website development using HTML and Dreamweaver CS5.

Master’s Certificate in C/C++ Programming and .NET Development in C++ and C#

Boston University Corporate Education Center

Intensive graduate-level program in Microsoft Windows and .NET software development using Visual C++ and C# in .NET environment. Academic program provided ability to design, develop, test and debug Microsoft Windows applications in Microsoft .NET environment.

Harvard University Extension School Cambridge, MA

Graduate-level courses in technical writing and technical editing with emphasis on developing task-oriented end-user documentation, user-interface concepts, and online help design.

-user documentation, user-interface concepts, and online help design.

Lowell Institute School at MIT Cambridge, MA

Completed coursework in database programming and computer theory.

Completed one-year program in digital and advanced digital electronics.

Completed two-year program in video systems technology.

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