SUMMARY

Career Technical Writer who produces a broad range of high quality documentation within time constraints. Experienced in hardware and software documentation projects. Provides policy and procedure documents, clear and concise print manuals, online documentation, wiki articles, installation guides, reference manuals, release notes, style guides, and technical specifications. Translates complex concepts into layman terms. Proven team player and independent contributor.

PROFESSIONAL EXPERIENCE

Technical Writer Consultant, Eco-mail, New York, NY June 2017 – July 2017

Wrote administrator guide for Eco-mail Enterprise system. Instructions were clear and easy to follow.

Interviewed project manager and used the administrator application to capture screens, learn procedures, and documented the procedure in the guide. Converted the guide to PDF for distribution.

Explained all terms that appeared in the guide in the glossary.

Technical Writer, New York Power Authority, White Plains, NY April 2017 – June 2017

Created user guide for new software system that supports electric power engineers.

Wrote and edited policy and procedure documents.

Used Word and Visio 2016.

Technical Writer, JP Morgan Chase & Co., Jersey City, NJ Nov. 2016 – Feb. 2017

Created style guide for multiple types of documents for engineer use.

Edited standard operating procedures (SOP) and work instruction documents.

Created uniform look and feel for graphics as well as text.

Optimized style guide for Agile environment.

Created draft SOP for document management for completion by SMEs.

Used Word, Visio 2010, and worked in VMware environment.

Technical Writer, Aujas Information Risk Services, Jersey City, NJ May 2016 – Aug. 2016

Described user access related roles and application resources of MUFG Union Bank in relation to new access request and access control systems for risk management solution.

Technical Writer Consultant, American Express, New York, NY Nov. 2015 – Feb. 2016

Wrote quick reference guides for cloud-based customer system. Produced lively instructions in very little time.

Created Word template and Visio custom stencil to expedite writing help.

Used Word 2013, SnagIt, and Visio 2013.

Interpreted use cases in order to write quick reference guides.

Technical Writer Consultant, FINRA, New York, NY Oct. 2015 – Nov. 2015

Edited online policy and procedure manuals and made them more searchable and easier to read as job aids for company staff:

oBroke very long articles into compact single topic articles.

oInserted index.

Used RoboHelp 11.

Business Analyst, Cablevision, Jericho, New York June 2015 – Oct. 2015

In first week, found manual process that could be automated.

Interpreted business processes and examined draft policies and procedures for accuracy.

Created and edited business processes and made them easy to follow.

Provided business process flow diagrams.

Tracked business process document development, including from customer representative authors.

Maintained project status in Excel using Pivot Tables. Wrote in Word. Diagrammed in Visio.

Technical Writer Consultant, Eco-mail, New York, NY Dec. 2014 – Mar. 2015

Wrote user guides and draft installation guide. Instructions were clear and easy to follow.

Wrote draft System Description document (SDD). Described database tables and Java shell scripts for running Java code for SQL based product.

Used Word, Visio, and SnagIt.

Technical Writer Consultant, KPMG, Montvale, NJ May 2014 – Aug. 2014

Wrote software installation and configuration guide for KPMG in Agile software development environment.

Conducted extensive interviews with system architects and developers.

Learned network architecture, multilayered user authentication and authorization schema.

Documented network structure in connection with site installation and configuration.

Used Word, Excel, and Visio 2013.

Technical Writer Consultant, JP Morgan Chase & Co., New York, NY 2013 – 2014

Updated, rebranded, and re-styled three online help systems in RoboHelp. Made major improvement in clarity.

Documented compliance systems.

Senior Technical Writer, Enghouse Interactive, Melville, NY 2005 – 2012

Changed percent of customers that considered user documentation to be excellent from 15% to 90% six months after arriving at Enghouse Interactive – formerly, CosmoCom, a creator of cloud-based call center software.

Created Application Documentation that included system administrator manuals that supplied sample code, user guides, operations guides, and online wiki articles for cloud-based call center.

In the company wiki, inserted project Knowledge Management documentation.

Wrote manual for graphically based script writing software with sample code. Provided rules for use of particular scripts. Similar to API.

Wrote user guide for large scale data warehouse.

Edited bilingual localization files written in XML. Managed translation and localization projects.

Exported help topics from Confluence in XML format for translators.

Used SharePoint, Confluence and JIRA for document and software change management.

Planned, managed, and executed simultaneous projects on time.

Used MS Word, FrameMaker, RoboHelp, SnagIt, and Visio.

QUALIFICATIONS

A dedicated, highly motivated, and responsive professional with many years of industry experience.

Experienced in providing clear and concise hardware and software technical documentation.

Immersion in Software Development Life Cycle (SDLC).

Excellent interpersonal skills for communicating with engineering, marketing, and subject matter experts.

Proven presentation, communication, design, and interpersonal skills.

Proven team player and independent contributor.

Well-disciplined with proven ability to meet tight deadline schedules.

Quickly grasps complex concepts with the ability to convey the information in easily understood formats.

A history of significant client and customer satisfaction, illustrating an ability to understand and provide just what was needed.

SKILLS

Have exceptional verbal and written communication skills.

Quick learner who enjoys learning new software products and development tools.

Reads software code in a variety of computer languages, including Java, JavaScript and C++.

Posts articles to Confluence wiki.

Computer Proficiency

Microsoft Office 2013, including Visio and Project

Adobe RoboHelp and Acrobat

HTML, CSS, XML, TCP/IP, ISO, Ethernet

IT networking

FrameMaker

Snagit

Agile software development environment

Windows 7, 8, and 10, Linux, UNIX, MAC OS

Confluence, SharePoint, JIRA, Tortoise SVN

C programming language

CERTIFICATIONS

Technical Writing from MediaWorks

Certificate of Completion for Intermediate HTML and JavaScript course for web site creation from Orthodox Union Job Board

Certificate of Completion for the Art and Science of User Experience Design from Society of Technical Communication NY Metro Chapter

AWARD

Award of Merit from the Israel Chapter of the Society for Technical Communication for interactive PDF for ADI Video Technologies, Ltd. single channel receiver-decoder for digital broadcast television

EDUCATION

Master of Science in Operations Research, New York University, NY, NY

Bachelor of Arts (Mathematics), Yeshiva University, NY, NY

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