Summary of Qualifications
Highly-motivated and detail-oriented Technical Writer and Editor with fifteen years’ experience providing exceptional quality documentation for clients in a wide variety of industries.
Analyzes and organizes complex data into clear documentation for technical and non-technical users.
Prioritizes and balances multiple projects to reliably produce high-quality deliverables.
Exercises flexibility working with company and client team members in peer and supervisory roles.
Learns new technologies and industry concepts quickly.
Promotes productive work environment through strong communication and interpersonal skills.
Performs substantive, copy, and formatting edits on all documentation.
EquityMetrix, LLC, Dallas, Texas 2013-2015
Senior Technical Writer
Designed templates for all company-wide documentation including SOPs, training manuals, job aids, workflows, diagrams, swimlanes, user guides, data sheets, and planning charts.
Developed an Operations Handbook describing all aspects of company services, departments, and roles with information gathered through SME interviews.
Established a Knowledge and Process Management team to assess company-wide processes and procedures, diagnose areas of weakness, perform gap analyses, and identify solutions.
Identified, prioritized, and tracked long-term process and procedure requirements for all company departments, focusing on Application Development, QA and Production Support, and IT Support.
Created and maintained a single document repository for all iterative and final document versions.
Fannie Mae, Dallas, Texas 2009-2011
Customer Education Specialist III, Technical Writer, Instructional Designer
Created critical procedures guidelines document for national distribution to all external vendors and listing brokers for onboarding and training purposes.
Developed external training and reference guides for all steps of Real Estate Organization sales process, resulting in increased revenue through smooth and successful transactions.
Authored extensive instructional design tools to prepare listing brokers in targeted states for pilot roll out of new procedures then updated interactive online modules for national roll out.
Built templates for software application user guides and procedure manuals, providing a uniform and attractive appearance for documentation across internal and external training departments.
Affiliated Computer Services, Inc., Dallas, Texas 2006-2009
Senior Technical Writer and Editor
Produced client-specific Service Delivery Reference Manuals to communicate SOPs, company and client roles and expectations, and Key Performance Indicators for all IT services provided to client, including Change, Problem, Incident, Risk, Release, Service Desk, Asset, Capacity, Availability, Disaster Recovery, and Security Management processes.
Wrote, proofread, and edited ITIL-based business processes customized to meet client-specific operations and designed to satisfy formal ISO 20000 certification audit requirements.
Provided internal and client-facing training assistance to support implementation of processes documented in reference materials.
Applied knowledge of industry dependencies as liaison between multiple technical teams, resulting in improved interdisciplinary cooperation, a measurable increase to planning and implementation productivity, and a decrease in time to delivery.
Wrote and edited IT/IS technical documents, including training and reference manuals, proposals and statements of work, services transition, implementation, and process development documentation, and gap analyses and reports.
Managed time-sensitive documentation development process for client’s services transition by creating project schedule, allocating resources, facilitating review meetings, verifying product accuracy, and publishing on time to satisfy critical milestones and prevent financial penalties in multi-million dollar business initiative.
Directed project support team, created process workflows, conducted formal reviews, and obtained final approval of all deliverables, ensuring quality of content, organization, language, formatting, and consistency and conformance with established standards.
Medtronic Powered Surgical Solutions, Fort Worth, Texas 2005-2006
Senior Technical Writer and Editor
Created first in-depth work instructions (text and images) for surgical product assembly for use as training/reference guide for new assembly line members, improving overall training process.
Developed and implemented new style guide, mnemonics system, storyboard design, and editing/revision processes resulting in increased efficiency, consistency, and clarity across projects.
Executed complete documentation life cycle process, including planning, researching, designing, creating, tracking, reviewing, editing, and publishing.
Freelance Writing and Editing Projects, Telecommute 2004-Present
Develop and edit content for variety of independent websites.
Write and edit documentation for universities, small businesses, and non-profit ventures.
A. Miller Consulting Services, Inc., Dallas, Texas 2000-2004
Marathon Ashland, ChevronTexaco, and ConocoPhillips, ExxonMobil
Integrity Management Writing Consultant, Senior Technical Writer, Project Coordinator
Provided technical writing, editing, and content review of all Integrity Management Process policy and procedure documentation to ensure compliance with federal regulatory requirements, enabling companies to pass comprehensive DOT/Office of Pipeline Safety audits.
Developed project proposals and sample documentation tailored to clients’ requirements.
Represented company at client sites to initiate projects, resulting in clearly defined project expectations and strong business relationships.
Coordinated team members in manual consolidation and development projects by defining and documenting guidelines for workflow, communication, styling, and formatting processes.
Styled, formatted, and edited text and graphics of best engineering practices to create single global engineering practices for use as standards in merged international company.
Created and maintained database of all project-associated reference information to provide quick access to current and historical data for use by all team members.
Nortel Networks, Global Real Estate Finance, Richardson, Texas 2000-2001
Conducted in-person and virtual interviews with domestic and international SMEs to create ISO 9000-compliant departmental process and procedure documentation for global distribution.
Researched, wrote, and edited informative articles for international company bulletin board.
Microsoft Office Suite, LibreOffice Suite, Redmine Wiki, SnagIt, Articulate, Adobe Captivate and Acrobat Pro, Mac and PC platforms, Google Apps, SharePoint.
B.A., Elementary Education and Spanish, University of Dallas, Irving, Texas 1995
General Studies, Antioch College, Yellow Springs, Ohio 1989
Rather Random Facts
Spent four summers as a Boy Scout leading cavalcade rides as a backcountry wrangler.
Received Basic Ohio Firefighting certificate and entered a burning barn as a “learning experience.”
Run a small sanctuary for special-needs feral cats.
Taught at-risk populations how to ride and care for horses in a therapeutic environment.
Herded sheep and picked avocados on a kibbutz in Israel.
Served as a city council-appointed member of the Dallas Animal Shelter Advisory Commission.
References and Samples of Work Available Upon Request