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Technical Writer Project Management

Kirkland, Washington, United States
February 15, 2018

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Louis Berner


Technical Writer Software Engineer Program Manager Insight - Customer Focus - Collaboration

An information systems and technical communications professional with a proven track record of excellent results for a variety of software development, design, strategy, documentation, and curation projects. Combine leadership skills with broad technical expertise, insight, and collaboration to ensure excellent design, testing, and documentation of complex systems and software. Extensive experience in content strategy, usability, human factors, visual and instructional design, top task analysis, and use of DMAIC, Lean, and Agile methods. Past clients include AT&T, Boeing, the City of Kirkland, King County, Microsoft, the National Park Service, Weyerhaeuser, and the U.S. Air Force. Skills Summary

Program management – Provide strategy and processes that improve the customer experience. Drive end- to-end project management with results that increase product adoption and reduce support costs. Manage multiple, simultaneous projects. Develop requirements documents, specifications, budgets, and schedules. Create and track defects, manage resource allocation, and coordinate sprints. Track status, sign- off criteria, and development of technical documentation.

Insight – Create useful, meaningful content and designs that shape the customer experience. Use insight and hard data to identify tasks, improve processes, and promote features that customers value the most. Develop informatics and knowledge management solutions to inform stakeholders and drive data-driven improvements.

Human factors – Develop user stories, use cases, scenarios, business logic, and specifications. Develop UX storyboards, visual designs, UI layouts, interaction designs, and clear, concise customer-facing content to maximize software usability, increase product adoption, and reduce support costs.

Full software development lifecycle – Actively collaborate with user research, UX/design, product management, development, test, release management, user education, marketing, support, and other subject matter experts. Provide customers what they need in a way that is easy to find and easy to use. Develop data-driven methods that improve processes and raise levels of operational maturity. Contribute to a positive environment through excellence, teamwork, and insight. Selected Accomplishments

Master of Science degree - University of Arizona (School of Renewable Natural Resources) Bachelor of Arts degree - The Colorado College (Major in Biology, Minor in Latin American Studies)

Microsoft TechFest People’s Choice Award for Engineering Innovation – Provided integrated assistance for key scenarios where and when customers needed help. Received outstanding customer feedback and increased revenue for the company. Voted #1 of 250+ innovation ideas across Microsoft.

Leveraged customer data to drive improvements to product workflow at Microsoft - Microsoft customer support spent hundreds of hours of expert labor time each month to provide technical assistance to customers for known issues about SQL Server. I established user-focused channels of DMAIC information flow inside the company that saved Microsoft millions of dollars in support costs, increased product adoption, and improved the customer experience.

Re-engineered a publishing workflow to increase efficiency at Boeing - Designed and implemented a collaborative publishing work flow for Service Engineering within the Boeing Commercial Airplane Group. Managed project budgets, resources, and schedules. Returned hundreds of hours of engineering time to the Service Engineering team each month, and improved morale among engineers and staff. Page 2 of 2

Louis Berner


Work History

AT&T Digital Design and User Experience - Bothell, Washington

June 2016 – January 2018

Worked as a technical writer/analyst on a team of UX designers, developers, and other subject matter experts. We consolidated design styles from across AT&T to develop and manage an online library of digital design standards for consumer, premier, and SMB design projects. I provided end-to- end project management. I gathered requirements, created and tracked tasks in Rational Jazz, coordinated sprints, reported status, tracked sign-off criteria, managed the task backlog, drove DMAIC process improvement, wrote documentation, and collected customer data to improve the web site. We used Agile methods with daily standup meetings. This job was contracted through KForce Technology, Inc.

Technical Writer, Software Engineer 2001-2014

SQL Server User Education, Microsoft Corporation - Redmond, Washington Learned fast. Embraced change. I helped customers succeed with Microsoft software by transforming complex information into easy-to-consume content, user-focused business logic, and intuitive UX features. Built strong relationships with user research, design, development, PM, test, release, marketing, and support resources. Documented configuration steps, security hardening, and high availability setup for SQL Server, and administration features for Azure SQL Database. Utilized data-driven DMAIC and Lean methods to manage multiple, simultaneous projects with tight schedules, diverse stakeholders, and fluid requirements. Added value to the customer experience by conducting top task analysis and measuring customer pain points, then using data and insight to drive excellent UX design, application logic, error messages, and user help. Created defects in Visual Studio, tracked burndown and resolution across teams. Results consistently increased product adoption and reduced support costs. This job was an FTE position with Microsoft. Systems Analyst, Technical Writer 2000-2001

AT&T Digital Broadband - Redmond, Washington

Worked on a management consulting team that re-engineered IT operations for the Pizza Box project at AT&T Fixed Wireless. Interviewed subject matter experts in order to develop run books and back office documentation for complex distributed networks and applications. Also contributed to knowledge management initiatives, process improvement, and development of information systems. This job was contracted through Intelliant, Inc.

Process Engineer 1999-2000

Service Engineering, Boeing Commercial Airplane Group - Everett, Washington Provided end-to-end project management to develop and manage a collaborative publishing process. My customers were 400 engineers who prepared airworthiness directives, service letters, and communiqués to commercial air carriers worldwide. Asset management processes were evaluated using Lean and DMAIC methods, re-engineered, and quality-controlled, improving initial document acceptance rates by more than 90%. Developed templates, style guides, and best practices. Managed budgets, resources, client expectations, and project schedules. Received excellent feedback from stakeholders, engineers, and management. This job was contracted through Consultis, Inc.

Writing Samples

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