Technical Writer

DAVID E. BLOCK **********@*******.***

* ********** ****** **** ********, NY 11733-1124 Home: 631-***-**** Cell: 631-***-****

Technical Writer / Information Developer

• Technical Writing

• Interviewing & Research

• Illustrations, Diagrams, Photography

• Online Help Expert

• Project Management

• Problem-Solving

• Staff & Client Interface

• Technical Training

Proactive, results-oriented, Technical Writer with over 25 years of experience. Documented portfolio of work samples and accomplishments available. Works effectively with individuals and groups, and expert in developing and producing hardcopy, online help and web-based documentation. Adept at interpreting drawings, schematics, parts lists and specifications. Effective interviewing of engineering and marketing personnel to understand product and target audience. Skilled at hands-on project management, problem-solving and the development and implementation of new methods and procedures. Earned reputation for simplifying and clarifying complex material. ADOBE FRAMEMAKER, MICROSOFT PUBLISHER, ROBOHELP, MICROSOFT WORD, ADOBE PHOTOSHOP, PAINT SHOP PRO, ADOBE ACROBAT, HTML,

MICROSOFT WINHELP, VISIO, SQL SERVER, OMNIPAGE, OTHERS PROFESSIONAL EXPERIENCE

Senior Technical Writer--Department Head

NAPCO SECURITY TECHNOLOGIES, INC., AMITYVILLE, NY

2001 – Present

As the sole Technical Writer at NAPCO, I am THE source for developing all technical documentation by interviewing engineers, programmers and project managers. Prepares and manages for delivery hardcopy, PDF, online-help, web-based etc.

• Authors various types of programming and installation manuals for the variety of NAPCO, Alarm Lock and Continental products. Result: Continues to be the only source for all technical documentation at NAPCO, with full responsibility for managing, coordinating and producing high quality documentation upon demand.

• Creates detailed diagrams, flow-charts, templates, online-help, quick-start guides, wiring diagrams, software implementation manuals, step-by-step photo-supported installation and programming manuals. Result: Fulfills the documentation components required for the timely release of company products. Removed the need for additional staff.

• Generates new fonts as necessary. Result: Eliminated all outsourced font design expenses and greatly improved the visual quality of the documentation.

• Advises top management and guides the implementation of RoboHelp (a help file creation software tool) throughout all departments in the company. Trains and advises programmers and personnel in its use. Result: Consolidated all help file 2

creation within one platform, streamlining production. Removed duplication expenses.

• Manages documentation language translations. Result: Helping expand our sales to overseas markets by managing the timely translation of our documentation.

• Utilizes personal hobby -- photography -- in documentation. Result: Ongoing improvement in clarity and usability of manuals.

• Employs character recognition software to recover old documents created with obsolete word processing programs. Result: Continues to maintain Underwriters Laboratories (UL) requirements by avoiding costly suspension of UL certifications.

• Re-writes and improves existing manuals. Result: Continues to decrease technical support telephone calls, reducing department expenses.

• Repaired pre-existing font-embedding problems with PDF files. Result: Saved time and maintained high productivity.

Senior Information Developer

ESHARE COMMUNICATIONS, INC., HAUPPAUGE, NY

2000 – 2001

As Technical Writer, developed information by interviewing engineers, designers, programmers and project managers to acquire knowledge about product being written. Prepared for delivery as hardcopy, CD-ROM, PDF, online help, web-based etc.

• Authored NetAgent Database Reference Manual outlining and cross referencing the database structure and relationships. Provided manuals with the software. Result: Reduced calls to help-desk for product use and aided both in-house and client engineers in updating and customizing software.

• Created cross-platform HTML help files for software products. Enabled clients to self-diagnose problems without regard to platform. Result: Reduced duplication expenses and simplified delivery of components and software service packs.

• Wrote NetAgent Reporting Detail Manual, describing the construction of real-time monitoring functions and archived statistics. In depth illustrations of typical technical support call centers. Result: Reduced costly technical support for software.

• Designed and wrote three documents to accompany NetAgent ANSWER, an

"intelligent" call center suite. Created an Installation Manual, Administrator's Manual and a User's Guide. Result: Clear instructions helped sales force sell more.

• Motivated and developed new junior technical writers. Focused on quantifiable goals and total performance, including both quality and productivity. Result: Writers became fully productive within two months and showed continued improvement.

• Project managed the completion of manuals and online help files. Coordinated and monitored the activities of writers, engineers and managers. Result: Completed projects on time and within budget.

• Improved installation manuals and supporting documentation for software products. Simplified and clarified text and illustrations to reflect real-world conditions. Result: Reduced technical support calls and increased client satisfaction. 3

Technical Writer

COMPUTER ASSOCIATES INTERNATIONAL, ISLANDIA, NY

1997 – 1999

Responsible for working closely with CA's software programmers, quality assurance analysts and usability engineers to gather information. Used this information for writing, producing and maintaining printed and online documentation of CA products.

• Created and maintained ARCserveIT online help system, consisting of seven interconnected online help files. Allowed the user to back-up data to tape and optical devices. Result: Reduced inbound technical support calls.

• Wrote a comprehensive Getting Started Guide named InocuLAN AntiVirus Suite for Microsoft Small Business Server, detailing the installation and configuration of InocuLAN. Result: Ease of use improved company's reputation.

• Re-wrote and re-formatted Unicenter AMO Help system and manual documentation set, consisting of over 30 individual but interconnected context-sensitive help files. Result: Reduced time for users to learn tasks and self-diagnose problems.

• Problem-solved difficulties encountered when writers had to create help files manually. Used RoboHelp to produce files copying the Computer Associates style format. Result: Reduced time to produce help files from 2 weeks to 2 days.

• Developed and maintained a comprehensive Y2K contingency plan document used as a central company reference. Consolidated existing procedures and created new ones. Result: Latest revision of document is still used to support contingencies. Technical Writer / Investment Consultant

DREYFUS CORPORATION, UNIONDALE, NY & LOS ANGELES, CA 1990 - 1997

Started as Investment Consultant responsible for selling and servicing Dreyfus client accounts. In 1995 assumed position of Technical Writer and became responsible for creating online help and written documentation. Aided in the design and maintenance of the corporate Database Management System.

• Developed and implemented new processes and procedures to convert all service manuals to online documents. Updated manuals in real-time. Result: Saved over

$10,000 per month in paper costs while increasing accuracy and efficiency. Investment Consultant

CASTLE SECURITIES, INC., BAY SHORE, NY

1989 – 1990

As Stockbroker, responsible for building and maintaining a "book of business" by selling to retail clients using classic cold-calling, prospecting and selling techniques. EDUCATION

STATE UNIVERSITY OF NEW YORK AT STONY BROOK (SUNY), NY BA in History

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