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Technical Writer

Location:
Northbrook, Illinois, 60062, United States
Posted:
February 13, 2018

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Resume:

OBJECTIVE

To continue providing world-class NIST IT Security technical writing results focused on advancing the organization in all customer channels and among all stakeholders.

SAMPLES

• Rockwell Automation / Allen Bradley software manual:

http://literature.rockwellautomation.com/idc/groups/literature/documents/um/logix-um003_-en-p.pdf

• Sky Trak 20-ton rough terrain off-road telescoping boom forklift vehicle service manual:

https://csapps.jlg.com/OnlineManuals/Manuals/SkyTrak/SkyTrak%20Telehandlers/3606/Service_8990300_10-99_ANSI_English.pdf

Summary of Qualifications

• Highly experienced senior technical writer/publications manager covering Cybersecurity, NIST, IT, etc.

• Certificates in Technical Writing and Project Management; BA in Foreign Languages, MA in Mass Comm

• Manages projects, staff, vendors, language translations, RFPs, regulatory compliance efforts and more

• Certified QA auditor, Six Sigma Green Belt, focus on Safety, technical manual development, Quality

• Advanced user with most relevant software programs for DTP, CMS including CSS, audio-video, web

• Also has a career as an award-winning advertising, broadcasting, video and multimedia professional

PROFESSIONAL EXPERIENCE

Global Technical Writing / Documentation Project Manager (consultant) • 04/25/16 – Current

OVERVIEW

In the capacity of Global Technical Writing / Documentation Project Manager, engages the full array of High Performance Team Building strategies to actively involve efforts with leaders and subject matter experts (SMEs) worldwide to analyze documentation needs, define content, create / proliferate a wide range of ePublished documents and associated training programs. Determines the appropriate hierarchy of needs; writes, publishes, and delivers all in-scope requirements, usually ahead of schedule/under budget.

• Independent Contractor hired for major technical manual update covering over 500 pages of Oracle SQL application code management, programming, and Automated Configuration Documentation (ACD) project.

VARIOUS CLIENTS including GE Healthcare (three times), Abbott Labs / AbbVie (three times), Johnson Controls (twice), The S. C. Johnson Company (twice), and many more through the years

• Meet with executives to determine program and project requirements; create the full array of project deliverables and documentation including manuals, training programs, audio-video courses, and more

• Plan and direct overall operations and activities including selection and implementation of appropriate tools, systems, processes, and formats; review cadence and meeting establishment / frequency, etc.

• Drive the product documentation development process, coordinate collaboration among SMEs

• Deliverables include physical and electronic (SharePoint, PDF, intranet, etc.) policies, procedures, regulatory compliance documentation, service level agreements, run books, product/service catalogs, test procedures, disaster/incident recovery protocols, ITIL-based IT security implementation, and more

• Implements a variety of NIST and other information security standards, including ITIL, ISO 27001, COBIT, NIST SP 800-53, ISA 62443, and the Council on CyberSecurity Critical Security Controls (CCS CSC, now managed by the Center for Internet Security).

• Documents all in-scope processes and procedures for internal and client-facing ITIL Service Catalogue

• Serves among all business units as needed and within each of the five key global legal, physical and information security teams: Architecture, Operations, Risk Management, Business Continuity / Incident Response / Disaster Recovery, Business Operations

• Develops, implements, maintains and executes policy and procedural documentation in support of all new 24x7 Global Information Security (GIS) program, regulatory compliance and internal requirements

Senior Technical / Medical Writer II • AbbVie (HireGenics contract) • 08/10/15 – 03/14/16

• Served internal AbbVie clients in support of commercial and corporate functional business areas. Partnered with clients to determine scope, develop messaging, execute effective communication solutions.

• Developed projects ranging from disease state awareness campaigns to live streaming of CEO global initiatives and all employee meetings. In a team setting, created, managed, and implemented >$10MM annual budget.

• Leveraged background knowledge, concepts and languages of health care, medicine, biology, chemistry, physics, engineering, manufacturing, regulatory, training, sales and marketing, information management, quality, and human relations. Applied standard methodologies, Information Mapping, and other techniques; utilized Microsoft Office Suite, especially Outlook, Word, Excel, PowerPoint, Adobe Creative Suite, Structured FrameMaker, MadCap FLARE, SharePoint site, PingBoard, etc.

• Principal Objective: Provide AbbVie with a confidential internal writing service that meets or exceeds other resources in quality and cost. Improve, through education and example, the clarity, precision, and efficiency of AbbVie communications.

• Provided the department with professional writing for all media, including, but not limited to training and development, speech writing, script writing, copywriting, etc. Matriculated expertise on brand and unique AbbVie voice.

• Demonstrated proven diversity in writing ability, with experience writing for all media and for clients across divisions and specialties.

Project Manager – Training and Documentation • GE Healthcare/Artech • 02/09/15–07/31/2015

• Managed budgets, processes, personnel, and training/documentation deliverables for new/revised content regarding global enterprise GxP Oracle R12 implementation

• Leveraged corporate and industry processes to plan, create, test, validate and deploy Oracle R12 information system upgrade into the global infrastructure pursuant to regulatory compliance requirements utilizing SDLC and other proven methodologies, Microsoft Office; Word, Excel, PowerPoint; MadCap Flare

• In conjunction with the operational support team, transitioned Oracle R11i to R12; managed, coordinated, and updated all in-scope training and documentation deliverables (currently consisting of 389,622 individual files)

• Utilized project manager expertise to solve problems, develop and execute objectives, and achieve short- and long-term business goals by providing positive impact with all requirements/deliverables

• Worked with business partners and other IT team members and vendors to deliver new Enterprise Standard compliant and internal reporting and planning applications; developed tracking mechanisms, reporting tools, documentation activities measurements, dashboards and more

• Reviewed and documented business requirements and assessed changes required to existing processes and procedures, reporting up several levels in the management chain

• Conducted gap analysis of current design and methodologies against evolving corporate standards

• Established appropriate test cases, QA processes, migration to and validation of production environment for computer based learning courseware, in both US English and in-scope foreign language(s).

Senior Technical Writer– Regulatory Compliance Consultant – BMO Harris – Chicago/Milwaukee

04/28/2014 – 12/12/2014 • Consultant for TEKsystems (www.TEKsystems.com)

• Responsible for creating policy-based procedural documents for anti-terrorist money laundering efforts

• Leveraged information from a variety of internal/external sources, SAP and Oracle data, and more

• Documents also purposed for vendor usage covering IT process flow model validation

• Organized, edited, and maintained technical records and files according to set standards for order, clarity, conciseness, style and terminology

• Conferred with clients to establish technical specifications and to determine publication subject material

• Applied strong communication and analytical skills; independent starter worked independently, drove projects to rapid, successful completion

Senior Technical Writer – AbbVie – Vernon Hills, IL • 10/14/2013 – 03/13/2014

• Consultant for MBI Staffing LLC (www.mbistaffing.com) • Supervisor: Thomas Wilson, Owner

• Created and managed IT infrastructure documentation for a major pharmaceutical manufacturer

• Provided efforts toward identifying and decommissioning inherited legacy applications, developing transitional services agreement(s), assisting vendors (ECM2, HP, IBM, others) in rolling out enterprise-wide standard SAP processes, assuring that all hardware and software effectively support AbbVie needs

• Wrote/updated business processes and procedures, ad hoc documentation, standard operating procedures (SOPs), guidelines and work instructions for diverse audiences utilizing Information Mapping technique, MS Office, and more

• Served as an active voice in project meetings; cultivated on-going relationships with the business, quality and IT communities

• Managed the document development, maintenance, and change request process for multiple documents

• Analyzed documents and document sets; identified opportunities for improvement

• Mapped business processes; researched and developed business process maps, obtained approval from stakeholders, worked with SMES and team to refine and improve processes

• Worked both independently and collaboratively, usually with no supervision

• Flexible – able to work in a changing environment with changing priorities; detail oriented; reliable

• Methodologies include Information Mapping, Knowledge Management, Pharmaceutical Regulatory Affairs, Good Documentation Practices (GDP), Good Clinical Practices (GCP), GxP, Project Management

• Applications included as IBM Lotus Notes, SameTime; Microsoft Word, Project, SharePoint, Madcap Flare, Team Foundation Server, PowerPoint, Excel, Visio; Adobe Acrobat, TechSmith SnagIt, and others

Senior Technical Writer • Rockwell Automation – Milwaukee, WI • 07/08/2013 – 09/30/2013

• Consultant for Randstad (www.randstadusa.com) • Supervisor: Matt Gehrman, Senior Recruiter

• Created IT documentation and training materials for global SCCM software updates/changes

• Developed policies, procedures, user guides for IT Help Desk and Field Service teams

• Wrote materials using English as a Second Language precepts for an international audience

• Leveraged alternative career background as a professional announcer to narrate training videos

• Applications included software such as IBM Lotus Notes, SameTime; Fieldglass VMS (SaaS); SAP ERP; Microsoft Office; Word, Excel, PowerPoint; SharePoint, Snipping Tool, Adobe Acrobat, Audition (formerly Cool Edit Pro) Captivate; MadCap Flare, and Tech Smith Camtasia Studio

Senior Technical Writer • FIS – Milwaukee, WI • 01/14/2012 – 07/03/2013

• Consultant for DISYS (www.disys.com) • Supervisor: Michael Baumgartner, National Account Recruiter

Phone: 817-***-**** • Email: ac4ghu@r.postjobfree.com

• Created new and updated existing internal and external documentation with a primary focus on changes needed due to the introduction of a new core system involving policies, procedures, instructions, etc.

• Revised and edited approximately 500 documents, especially the major Consumer eBanking guides

• Re-wrote and formatted deliverables into MadCap Flare and/or DITA cascading style sheets (CSS)

• Served as Project Manager for CeB Enterprise Project Management Methodology (EPMM) initiatives

• Leveraged Microsoft Word, SharePoint, SAP, XML, MadCap Flare and DITA to manage deliverables

• Completed all requirements ahead of schedule and under budget, saving FIS thousands of dollars

Senior Technical Writer • (VIVA IT USA, Inc.) • Rolling Meadows, IL • 09/2012 – 12/2012

• The project: serve the client, the Allstate Insurance Company, in establishing an ITIL compliant 24x7 global Security Operations Center (SOC) that is best-in-class for its provided services.

• Delivered key foundational components to support the evolution of the global security operations capability. Fully provided the totality of needed documentation, processes, procedures and escalation directives for event monitoring and support.

• Analyzed and understood the audience and its needs and goals, incorporating complex information and other elements together into the full scope of documentation, policies, processes and procedures.

• Some of the duties the Senior Technical Writer included, but were not limited to:

• Worked with corporate leadership, management, and technical staff to create policies, procedures/documentation for the new launch of the SOC pursuant to ITIL foundational requirements, regulatory compliance guidelines, NIST and other standards, corporate policies, and more

• Developed easy-to-use materials, earmarked by clear, concise, and complete writing that helps the reader to quickly grasp the meaning and act accordingly

• Created supporting documents/procedures for the SOC project involving the Network team

• Selected and utilized graphics, including digital photographs, drawings, diagrams, and charts that increased understanding where required

• Utilized Microsoft Office Suite, including Excel, Word, PowerPoint, Visio, SharePoint, SAP, HP ArcSight, for on-line deployment in a variety of formats

• Obtained usability feedback from team members and corporate stakeholders on a world-wide basis

• Revised documents as new issues arose

• Created technical documentation including operating instructions, how-to manuals, quick reference guides, and frequently asked questions documents to help and to motivate technical support staff, and other users. After documentation was released, also worked with staff to improve the documentation through end user experience evaluations, etc.

Senior Technical Writer III • True Process, Inc. • Milwaukee, WI • 05/2011 – 07/2012

• Developed and managed the full range of technical documentation, marketing communications materials, and training programs for medical device market and IT implementations worldwide.

• Incorporated interdisciplinary requirements among Software Development, Project Management, Information Architecture, Business Analysis, Marketing, Field Implementation, Customer Service, Business Development, SAP, Oracle, and more to complete projects

• Worked directly with both IT professionals and Business users in-house and client-side to develop required content through policies, procedures, SRDs, SDDs, Agile methodologies, Team Foundation Server, regulatory compliance initiatives (ISO 9001, 13476, FDA / CFR 21 Part 11, etc.), Failure Mode and Effects Analysis (FMEA) and more. Managed releases of all documentation developed for assigned projects. Fulfilled roles across a variety of clients, departments, projects, and applications for development, deployment, and/or operations. Served dual role as a Business Analyst; tracked and resolved software bugs in TFS, etc.

• Responsible for writing high quality application documentation that involves systems, development, and operational procedures. Developed user manuals, reference manuals, help guides -- including on-line guides created with Word, FrameMaker, RoboHelp/RoboHTML, Acrobat, etc. Developed technical installation guides, operational guides and procedures, IT field service engineer and other types of training programs, marketing materials; website development, press releases, newsletters, PowerPoint presentations, hardware/software testing, and more.

Technical Writer (Aerotek contractor) • 12/2010 – 02/2011 (short assignment) ZBB Energy

US Division – www.zbbenergy.com • Menomonee Falls, WI • Supervisor: Brooke Meyers 414-***-****

• Developed documentation pursuant to Underwriters Laboratories standard UL1741

• Analyzed communications needs; developed full set of templates for global audiences, SAP and Tier Electronics interface for software, hardware, parts database, parts catalogs, etc.

• Created a standardized customer operations and maintenance manual with Word, AutoCAD, Visio, etc.

• Produced the first set of corporate documentation including the Power Module manual, Power Module and Cabinet manual, and a Systems manual, along with two stillborn Software manuals

Technical Writer (Manpower consultant) Marketing and Technical Communications 2/2009 12/2010

Honeywell Medical Products Division • http://www.hommed.com • Brookfield, WI

Supervisor: Paul Elko, Product Marketing Manager • 262-***-**** • ac4ghu@r.postjobfree.com

• Documented a vast SQL application. Developed over 300 pages of documentation through the approval process in the first week, then over 1,125 pages in August, 2010, and more than 1,300 pages in October, 2010 as part of a Veterans Administration RFP and a Canadian government RFP.

• Utilized a team-oriented approach to launch global initiatives and communications activities among various regulatory compliance agencies both foreign and national (e.g., EU and FDA mandates; CFR 21 Part 11, 510(k) filings, PMAs, etc.); customers, vendors, and internal departments including marketing, sales, purchasing, engineering, manufacturing, foreign language translations, requests for proposals (RFPs), and service as required.

• Created and implemented the marketing communications plan, including technical documentation efforts involving traditional, Information Mapping, Agile, and other techniques and methodologies.

• Managed information from subject matter experts, prioritized global documentation deliverables, healthcare informatics, including foreign language translations and website updates to meet corporate goals. Devised strategic methods to provide communications materials for hardware, software, virtual ware and other products for the largest home health customer base globally, serving over 70,000 patients worldwide. Engaged global product development and training centers in the U.S., India, and Europe, involving SAP interface, Warehouse Management, etc. Combined efforts with unsurpassed excellence, service, and support. Created brochures, manuals, training programs, and more. Filled a corporate personnel gap for over one year to provide Marketing Communications efforts, trade show support, etc.

• Provided input into hardware and software design to improve quality, enhance usability, and assure appropriate regulatory compliance and market acceptance of product offerings. Completed Six Sigma Green Belt training program.

• Created brochures, manuals, training programs, clinical and software application guides, web pages, accurately detailed responses to RFP's, and more. Applications utilized included Adobe InDesign, FrameMaker, Captivate, Illustrator, PhotoShop, Acrobat Professional, InDesign, CS4; Microsoft Word, Excel, PowerPoint, Project, Team Foundation Server, Visio, along with SAP, AutoCAD, Web 2.0, ProE, Citrix; SalesForce; and others.

Technical Writer (Adecco consultant) 5/2008 2/2009

GE Healthcare Waukesha, WI Supervisor: Mark Evert 262-***-****

• Developed technical documentation in the Magnetic Resonance (MR) Manufacturing group utilizing Adobe FrameMaker/XML, Illustrator, PhotoShop, Microsoft Word, Excel, PowerPoint, Visio, Acrobat, RoboHelp, MadCap Flare, SAP / Oracle for parts numbers and catalog interface, and other applications.

• Attained 100% score on Safety, Quality Assurance, and FDA-compliant eLibrary system examinations.

• During first month, completed 28 documents consisting of over 360 pages, earning praise for exceeding expectations from group leader and chief engineer.

• Subsequently maintained high productivity, created new relational database and methodology for cross-comparative analysis of current and prior Bills of Material for manufacturing staff.

• Developed and implemented new Documentation Project Status report form and utilized leadership skills by instituting weekly technical writer review meetings and coordinating production of deliverables with all pertinent staff.

Technical Writer/Assistant Program Manager, External Communications and Technical Documentation • 1/2006 - 03/2008 (RCM consultant) Johnson Controls - Automotive Group - Hybrid-Electric Systems Glendale, WI Supervisor: Dr. Ronald C. Miles, PhD 414-***-**** ac4ghu@r.postjobfree.com

• Hired as a Consultant (Technical Writer) in January 2006; established an LLC for the contract.

• Developed global communications plan for the business unit. Established the department in a start-up situation involving the joint-venture, global business relationships.

• Planned, directed, and implemented all aspects of the business unit's policies, procedures, and initiatives regarding marketing and technical communications strategy, including Safety and Quality Assurance documentation and training programs. Interfaced with SAP ERP Central Component (ECC) and other applications as required.

• Promoted to additional role of Assistant Program Manager, with salary raise, in March 2006, then to Program Manager in July 2006. Participated in bi-annual review process in July 2006; corporate rating system range is from 1 (lowest) to 4 (highest), but received a 5 in all areas from direct supervisor for exceeding expectations on all projects at all times. Received four salary raises in 18 months.

• Served all communications needs within the new Advanced Automotive Battery Technical Center, visited by President George W. Bush on February 20, 2006.

• Received Chairman's Award for Excellence, the highest award in the corporation, in March 2006; only time in history an employee with less than one year on staff attained the honor.

• Personally delivered the first set of Lithium-Ion batteries to General Motors.

• Researched, developed government proposals resulting in the award of two consecutive annual $18 million dollar + proposal grants.

• Created documentation infrastructure, templates, manuals, training programs, SOPs, Work Instructions, presentations, graphic materials, research reports, Failure Mode and Effects Analysis (FMEA) reports, organizational charts, and more.

• Utilized all relevant Microsoft products including Excel, PowerPoint, Project, Visio, and Word; Adobe Illustrator, PhotoShop, InDesign, Acrobat, Captivate; AutoCAD, etc.

• Conducted technical and marketing research, writing, editing and publishing on a daily basis, interfaced with EPIC system and Oracle database; facilitated change management, developed database documentation, regulatory compliance, IT security, SDLC, and all materials pertaining to the position.

• Responsible for directing the conception and creation of business cards, websites, templates, PowerPoint presentations, advertisements, developing and implementing effective communications and advertising campaigns, serving as the ambassador to the group VP and GM, creating marketing and technical support materials, and ensuring that all documentation efforts worked toward the organization's overall goals and objectives.

Technical Analyst - Technical Writer / Quality Assurance

8/2005 12/2005 Ultra Tool Mfg. Menomonee Falls, WI Manager: Diana L. Hunter 262-***-****

Served as a consultant assisting in the implementation of International Standards Organization (ISO) regulatory compliance initiatives pertaining to the Harley-Davidson and vendor version of the new ISO Technical Standard, TS-16949, SAP Portal interface, training efforts and more. Conducted interviews and investigations into corporate processes and procedures; researched and analyzed the standard pertaining to customer and corporate requirements and pertinent operations methods; FMEA, gap analysis; recommended and implemented mitigation strategies; developed process flowcharts and related training documentation. Software applications included Microsoft Excel, PowerPoint, Visio, and Word; and Adobe Illustrator, PhotoShop, and Acrobat.

Technical Analyst/Regulatory Compliance Consultant

5/2005 - 8/2005 Miller Brewing Company, Milwaukee, WI Manager: Larry Pedrazoli 414-***-****

Served in a project consultative capacity on the DL MBC ICU Team. Researched and analyzed audit reports and other documents covering diverse corporate business and information systems, software, forensic investigation and upgrade of SAP technical solutions, SQL server and applications, along with other processes and procedures and mitigation recommendations pursuant to Sarbanes-Oxley regulatory compliance initiatives, business continuity planning (BCP), business impact analysis (BIA) and other objectives. Duties included planning and completing information technology audits; identifying inadequate, inefficient, or ineffective internal controls; recommending improvements, and developing documentation. Prepared and implemented required deliverables, organized/participated in related meetings. Engaged project managers, process owners, subject matter experts, team members and other staff as needed. Utilized extensive technical writing background to help create Risk Assessment documentation solutions for in-scope business and information systems. Worked in excess of 12 hours daily as needed to complete project ahead of time and under budget. Placed third out of fifty personnel on ICU team during regulatory compliance exam.

Technical Quality Analyst / Technical Writer

1/2005 - 5/2005 S.C. Johnson Company, Racine, WI Tom Ott, Treasury Manager 262-***-****

Researched, prepared deliverables for SAP enterprise architecture documentation team within the

Global Center of Excellence (COE). Created software documentation according to new corporate policies

and in support of local, federal and global regulatory compliance standards including Sarbanes-Oxley Act

and more. Focused efforts toward the hiring, training, supervision and management of documentation

staff and consultants in support of key objectives. Interfaced with subject matter experts throughout all

levels and departments of the company to develop and implement documentation, including policies,

standard operating procedures, functional process work instructions, process flow charts, SharePoint

server intranet websites, training programs and more. Applications included SAP, Windows SharePoint,

Visual SourceSafe, Word, Excel, Visio, RoboHelp and RoboHTML, Adobe PhotoShop, Illustrator, and

Acrobat, HTML, DITA DTD, XML, and others. Worked independently on a list of priorities to develop

multiple sets of documentation from concept through completion. Devised and implemented

documentation and related training efforts for diverse functional groups within the U.S. and worldwide.

Researched and formulated strategies for international deployment of documentation efforts. Participated

in events as a precursor to global rollout/management efforts for 134 countries.

Technical Writer 4/2001 - 7/2004 American Superconductor, New Berlin, WI

Engineering Services Manager Michael E. Kramer 262-***-**** ac4ghu@r.postjobfree.com

Responsible for start-up and management of diverse marketing communications and technical documentation activities within new division of international manufacturing organization. Planned and specified office layout and furnishings, computer systems, hardware, software, photographic equipment, digital cameras, scanners, web pages and more. Researched, designed, deployed and provided templates, process flow diagrams, procedures, report and test formats, FMEA, photography, photo editing, publications, instructions, manuals and more for all departments including Marketing, Engineering, Manufacturing, Quality Assurance, Safety, Human Resources and others to meet internal and external customer needs and to comply with governmental regulations. Handled routine computer hardware and software support, training, troubleshooting, SAP interface and more. Researched, wrote, edited and produced comprehensive Employee Policies and Procedures manual. Coordinated and implemented diverse policies, programs, corporate changes and communications efforts. Created and delivered weekly individualized ESL (English as a Second Language) training to all on-site foreign-born personnel (Arabic, Chinese, Hispanic and Hmong). Received two Distinguished Service awards. Inherited additional responsibilities from Middleton, WI plant; researched, developed and produced all customer technical manuals. Devised, implemented and/or coordinated numerous staff activities. Utilized Adobe Illustrator, PhotoShop, Acrobat, PageMaker, and InDesign; Microsoft Word, Excel, PowerPoint, Visio; ProE, AutoCAD, Citrix, MACOLA, etc.

Technical Writer 3/2000 - 4/2001 Abbott Laboratories (TAC Worldwide) Waukegan, IL

Director, IT Services Dr. Clyde R. Anderson, PhD 847-***-**** ac4ghu@r.postjobfree.com

Created and managed all required business and system documents pursuant to corporate and regulatory compliance standards, including but not limited to weekly FDA filings, creating policies, standard operating and other types of procedures, training materials, work instructions, user manuals, system operation guides, department guidelines, service level agreements (SLA), server equipment inventory and recovery instructions, contact lists, project proposals, newsletters, presentations, and software and system design documents, as well as managing the Visual Source Safe (VSS) code check process for the various teams. Developed and implemented Disaster Recovery documentation for FDA and DEA regulated bio-informatics NT, UNIX, and VMS computer systems and software applications, enterprise resource planning interface with SAP, and more. Created Training Practices, Quality Assurance Standard Operating Procedures, Guidelines and more. Supported federal and corporate Regulatory Compliance efforts for IM&T R&D covering analytical, biological, clinical, CFR 21 Part 11, SDLC, data management, diagnostic, medical, pharmaceutical and other products. Utilized Information Mapping technique, process flow charts, and other



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