Senior Technical Writer

CHRYSTLE S.TAYLOR

Marietta, Georgia Phone: 404-***-**** ************@*****.***

Senior Technical Writer

Detail-oriented technical writer with over 20 years of experience translating complex ideas and functionality into clear, concise content for technical and non-technical audiences. Briefly, I can research, write, and maintain all documentation deliverables throughout the SDLC including:

User documentation and graphics (getting started guide, quick reference, detailed procedures, policies, workflows, training).

Technical documentation (specifications, requirements, installation, system administration, security, implementation, middleware (APIs, web services), operations, support, wikis, knowledgebase, run book).

PowerPoint presentations for product features and project status reports.

Online and embedded help, including user interface text, error messages, graphics, and topics with a focus on user experience and Web content readability.

Customized content management system libraries.

Adhere to corporate style guides, Section 508 guidelines, AP Style, Chicago Manual of Style, and Microsoft Manual of Style.

Accurate estimates for documentation deliverables in an Agile or waterfall environment. Participate in SCRUM meetings and sprint planning sessions.

Serve as Senior or Team Lead on cross-functional, offshore, and remote project teams. Generate and deliver status reports and represent the Technical Communications or Documentation team in any meetings where documentation is discussed.

Tools

Microsoft Office, RoboHelp, FrameMaker, MadCap Flare, MindTouch, BluePrint, SharePoint, PowerPoint, Adobe Acrobat Pro, HTML, CSS, Photoshop, InDesign, SnagIT, Confluence, Section 508, MS Word, MS Excel

Professional Experience

The Home Depot

Senior Technical Writer (Contractor) September 2017 – January 2018

Established a documentation process and templates for the IT Security – Affiliates team, which is responsible for assessing, implementing, and maintaining the security profile for 13 Home Depot subsidiaries (affiliates).

Wrote and edited client-facing user, operation, administration, and security support guides to ensure a professional standard for documents distributed by the IT Security – Affiliates team using MS Word, Confluence, and MS Excel.

Cox Business

Senior Technical Writer (Contractor) May 2017 – July 2017

Worked with Business Analyst team to create user, technical, and delivery procedures in MS Word, based on Visio workflows, business requirements, and technical specifications.

Created internal SharePoint content management library for the Change Management Documentation team and Cox Business project teams.

SunTrust Bank

Senior Technical Writer (Contractor) March 2017 – May 2017

Edited SunTrust Online Support articles in MS Word to support a new software platform and application for bank tellers and managers.

Cisco Systems, Inc.

Senior Technical Writer (Contractor) Dec 2015 – Feb 2017

Created internal and external documentation for a cloud-based order and provisioning platform (Cisco Service Fulfillment Platform) using MS Office, Adobe Photoshop and FrameMaker.

Worked with Cox Business (sales, business analysts, and trainers) to write internal and external guides for a new device management portal.

Edited Engineering documentation (technical specifications, architecture documentation, user stories, presentations, and service descriptions) to conform to Cisco documentation standards and guidelines.

Managed a small offshore team to ensure documentation deliverables complied with Section 508, the Chicago Manual of Style, and the Microsoft Technical Manual of Style.

Trained writers on technical documentation best practices for estimating and writing in an Agile environment, worked with individual writers to improve their skills.

B2M SOLUTIONS

Senior Technical Writer (Contractor) May 2015 – Dec 2015

Enhanced functionality and usability of content by creating publishing templates for print and electronic output (Web, mobile devices, tablets) using MadCap Flare, HTML 5, and CSS.

Designed and wrote online help for flagship product, Elemez.

Assessed effectiveness of help content by interviewing and conducting reviews with developers and business analysts.

Wrote and edited white papers about the product’s technical architecture and security specifications using MS Word.

SITA

Senior Information Designer (Contractor) Nov 2014 – May 2015

Wrote and edited product lifecycle documents, user guides, and technical implementation guides using MS Word and MadCap Flare. These guides supported the Implementation, Delivery, and Project Management teams.

Created and maintained custom SharePoint libraries and lists for Delivery and Implementation teams.

MemberSuite

Senior Technical Writer (Contractor) Feb 2014 – Sep 2014

Wrote administrator- and user-level knowledgebase topics in MindTouch for an association management system consisting of 24 separate modules over 2,000 pages of content.

Improved usability and understanding of existing help materials by collaborating with the Development and Product Management teams to edit existing customer-facing materials (implementation documentation, sales materials, web content) and follow Section 508 compliance guidelines.

Verizon Wireless

Senior Technical Writer (Contractor) Feb 2013 – Feb 2014

Used BluePrint to document the system functionality, system configuration, and user interactions for Verizon’s provisioning and billing platform.

Wrote system-level content for telecommunication service providers and interface developers.

Expanded data dictionary components for internal reporting groups (approximately 2,800 columns in multiple tables) using SQL and Excel.

Metadigm Services

Senior Technical Writer Aug 2012 – Feb 2013

Used RoboHelp to write internal business requirements for Metadigm’s workflow management system and a separate mobile app that automated meter-reading and service billing capabilities for electric and gas utility companies.

MobileLabs, Inc.

Senior Technical Writer Jul 2010 – Aug 2012

Wrote consumer-facing user guides for software designed to create automated test scripts for Quality Assurance testing on mobile devices including iPhones, iPads, Androids and BlackBerry.

Used RoboHelp to create online help add-in to HP QuickTest Professional for documentation of MobileLabs’ objects, methods, parameters, and functions.

Checkfree Corporation (Fiserv)

Technical Writer Oct 1998 – Jun 2008

Managed delivery of web-based and print documentation deliverables for each development initiative including writing and editing content, creating and editing product wireframes, and writing error messages and UI text.

Conducted SME interviews for technical documentation regarding implementation guides, system specifications, configuration guides, data dictionaries, and process flows.

Used RoboHelp and FrameMaker to write and test consumer-facing text including user interface, error messages, and online help with a focus on Section 508 compliance and Web content readability.

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