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Technical Writer, Knowledge Manager

New Richmond, WI, 54017
March 15, 2018

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** ***** ** *****-** experience in technical writing domain, with proficiency in deploying communications across multiple media including illustrations and charts for both web and print. Financial Services writing 2 years. Government agency IT writing 3+ years.

ITIL certified. Foundations of ITIL v3 Certified.

Experience working on a diverse, multi-cultural writing team, collaborating with multiple business partners on both ad hoc and budgeted products.

Technical communication skills have provided creativity, clarity, and consistency to assigned projects, with creative thinking guiding out-of-the box solutions in collaboration with colleagues and business partners.

Proficiency in working in Adobe Creative Suite, including Photoshop and Illustrator; Microsoft Office Suite including Word, Excel, Visio, SnagIt. Basic knowledge of HTML/CSS, SAP Business Objects (BOE)/Business Intelligence (BI).

Creative writing, editing, organization (plot, line-item) in writing multiple novels.

Hands-on experience with user interface design and mockups.

Experience in developing and executing product, communication, and release roadmaps and strategies.

Strong ability to manage multiple projects with experience in developing and implementing standard policy and procedures for department processes.

Strategic thinker, innovative thinking with the ability to conceptualize and develop ideas and vision.

Strong analytical thinking, resourceful, and able to troubleshoot problems and work with required groups to resolve problems.

Proficient experience in synthesizing technical and regulatory documentation to develop procedures, and clearly structure easily-scannable content for both technical and non-technical audiences.

Familiarity with CFR21 Title 11, specifically with regard to Food, Radiation-Emitting Products, and Cosmetics.


PC Proficient: Microsoft Office Suite 2003-2016 (Word, Excel, Outlook, PowerPoint, SharePoint, OneNote); ContentPro, VBA, ITIL. Google toolset. Design software (Photoshop, Visio), SnagIt, SAP Business Objects (BOE)/Business Intelligence (BI)/WEBI

Moderate Proficiency: Object Oriented Programming (VBA, Actionscript 3.0, C, C++, Java, Visual Basic, Visual Studio); Oracle, BPMN, Illustrator

Basic Proficiency: RoboHelp, CSS, Flash


ITIL certified. ITIL Foundation certification, 2014, Loyalist Certification Services.

Public Trust Position

AS in Programming and Game Design, 2009; Minnesota School of Business, Richfield, MN

Certification–Hazardous Materials Shipping, UPS, 2010; Logistics training for the shipping of hazardous materials (ORM-D). Fulfillment requirements for labeling, paperwork and recordkeeping.

Certification–X-Ray Fluorescence Scanner, Thermo Niton, 2007; Certified in the state of Minnesota to use radiation emitting devices.


NATIONAL SERVICE DESK CONTRACT, Dept. of Veterans Affairs April 2014--Present

Government contract to create and maintain a national service desk to assist and guide internal and external customers with IT issues. Remained on the contract when the servicing organization changed due to the annual bidding process.

For each of the following contracting companies, served as a Technical Writer/Knowledge Management Analyst. Duties and responsibilities increased with time and seniority. Each position was 100% Remote.

ASM Research April 2016 Present

Managed several hundred knowledge documents (600-1200, depending on category allocation), including the technical categories of mainframe and mobile devices. Also managed categories that included all Microsoft Office applications.

Served as an integral part of the team that created the self-service knowledge base, which transformed several hundred technical documents into customer-facing, easy-to-follow solutions.

Served as Team Lead for Knowledge Management Reporting Team, developing additional metrics and analysis reports for knowledge management team and other teams, as needed.

Adams Communication & Engineering Technology (ACET) March 2015 April 2016

Managed several hundred knowledge documents, including categories for all Microsoft Office applications.

Served as Team Lead for KM Reporting Team, developing metrics and analysis reports.

Created encyclopedic guide (BOE Glossary) to provide user guidance for reporting tool, created formulas and provided extensive documentation for using reporting tool to use, develop, and analyze reports. Content later referenced by training team in educating new hires.

Intratek Computing, Inc. April 2014 March 2015

Work with internal business partners, colleagues, and SMEs to migrate and consolidate reference documentation from multiple regional help desks to a national help desk.

Member of Knowledge Management Reporting Team.

Create and update documentation, reports, and reporting best practices, based on established and working guidelines.

Position of Public Trust.

Fidelity Investments (Veritude LLC), Westlake, TX March 2012 March 2014

Technical Writer, OnLine Reference (OLR), Personal Investment group

Own all maintenance and update work for multiple categories of Online Reference documentation.

Individual contributor to a multi-business unit project that reviewed and refreshed all content in the Online Reference (100,000+ pages).

Maintain and update internal reference library.

Collaborate with business partners and SMEs.

Independently balance time between multiple projects.

Research and resolve internal user feedback.

Restructure content based on established taxonomy.

Update mobile app processes and procedures.

Coordinate cross-library content enhancement.

Analyze, propose, and implement structural solutions.

Conduct targeted research and provide reports to business partners, as directed.

Synthesize new content from visual and text design documents.

Documented and published WebEx procedures for internal audience.

Documented and published 25+ Fidelity Investments mobile app procedures for internal audience.

Princeton Information LLC, Irving, TX May 2011 Feb 2012

Technical Writer, IT Runbooks, MetLife

I was brought on as part of a project to document all IT processes for an enterprise-wide IT restructure. The business downsized the project halfway through my contract, and so my team transitioned to documenting disaster recovery procedures for the IT department.

Work with Enterprise Architect/Project Manager to document project needs.

Adapt as project scope transitioned to a new project.

Quickly develop Word and Visio templates and processes to document new project requirements.

Document IT Disaster Recovery processes in Word and Visio.

Independent leadership through remote collaboration.

Troubleshoot communication issues.

Clarify and verify existing documentation.

Update Sharepoint libraries and workflows.

Editing based on established project guidelines (Chicago Manual of Style).

Synthesizing technical information for a helpdesk audience.

SHOPNBC (CURRENTLY EVINE), Eden Prairie, MN Apr 2006 Mar 2011

Technical Writer / Team Lead Quality Assurance

I was brought on board to build up the knowledge and expertise of the QA department from inspecting only jewelry to developing the materials and resources to inspect multiple product lines for quality.

Build up the knowledge and skills of QA team as the company diversified its product lineup from Jewelry only to multiple product categories.

Independently, and with the direction of VP of Quality, develop protocols, procedural manuals, and forms for inspection and reporting, making QA an integral part of the overall company workflow.

Design and implement reporting forms that increased QA department productivity and inter-departmental communication.

Product Category Lead for Health and Beauty products. Collaborate with Legal, Merchandising teams to ensure compliance with FDA and CPSC guidelines.

Hazardous Materials Coordinator. Coordinate with Director of Shipping (Logistics) to ensure proper paperwork and setups for potentially hazardous products (ORM-D).

Emerald Engine Studios, (Home Business) 2010 Present

Author, Designer books

Eight published books and counting. I do it all–from concept to final product–writing, drawing, design, editing, and final formatting and publishing for independently published books and ebooks.

Create and implement templates for structured content.

Design paperback book covers art, front, rear, spine layout.

Internal page layout sections, chapters, front matter.

Create cover images and illustrations by hand and using graphics software.


Various Leadership Positions, Church Men's Organization, 1999 present: Serving in various capacities and leadership roles, providing support and guidance to group leadership as well as the entire group. Instruction and training in scripture and life lessons.

Sunday School Teacher, 2016: Provided weekly lessons and religious educational activities for 15-16 year olds.

Cub Scouts Leader, 2012-2013: Provided weekly lessons and activities for ten-year old boys as they prepared to enter the Boy Scouts organization.

Financial Clerk for Church congregation, 2011 2012: Maintain financial records for weekly donations and expenditures. Work closely with congregation leadership to verify donations and ensure that all funds are used correctly. Assist congregation leadership as needed.

Membership Clerk for Church congregation, 2010: Maintain membership records for local congregation. Monitor weekly attendance. Assist congregation leadership as needed.

Organizer Creative Writing Group, Minnesota School of Business, 2006 2008: Organize regular weekly meetings. Contribute to campus publications.


Author The Hidden History of Oz series (8 books so far, available on Amazon, 2012-2017)

Blogger The Hidden History of Oz blog (, 2011 present) Companion blog to The Hidden History of Oz book series.

Author Ghosts of Serpentariis and Other Somnificient Musings. (Amazon, 2010). Epic journey into the dreamlands, following an errant dreamer through time and space.

Finalist Design the Games of 2020. (, 2009) Game design contest sponsored by Created design document for an origami-based massive online community (MOC).

Playwright David and Goliatha, 2005. Three-act musical play produced and performed by church youth group in 2005. Adaptation of the David and Goliath story set in a 1950's high school.

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