Software Technical Writer

Michele G. Bowman

***************@*****.*** 470-***-****

Summary

Technical writer, instructional designer, trainer and business analyst with 20 years of IT experience. Effective and skilled in creating accurate, engaging technical documentation for end users, managers, executives, stakeholders and customers. Works well within diverse teams and in high-pressure, deadline-driven environments. Experienced in private sector, government, operations, and sales, government-compliance, airlines, logistics, healthcare, public health and soft drink industries.

Skills and Qualifications

Professional and accomplished in efficiently researching, writing, developing and publishing clear, accurate, technical documentation and training information.

Demonstrated aptitude for analyzing workflows, processes, systems and procedures to identify improvements and resolve user issues.

Deliverables include: computer-based training modules, user guides, release notes, enhancement notes, online user help, user manuals, SOPs, web pages, government-compliance, ISO-900 and information security specifications, advertising, marketing and collateral materials.

Demonstrated aptitude for analyzing workflows, processes, systems and procedures to identify improvements and resolve user issues.

Outstanding written and interpersonal communication skills. Collaborates very well with cross-functional teams. Proven ability to elicit requirements from all stakeholders including senior executives to end users.

Several years of experience as instructional designer and corporate trainer traveling within the continental US providing training in the classroom environment, elbow to elbow and onsite at dealerships in the field.

Familiar and practiced working with several SDLC methodologies including waterfall and Agile.

Practiced and experienced using Adobe Robohelp, Framemaker, Multimedia Dreamweaver, Front Page, Corel products, Visio, .xhtml, Simbuilder, MS Office and other software applications.

Career Work Experience and Accomplishments

2012-2013 Coca-Cola Headquarters, Atlanta, GA,

Sr. Business Analyst, Strategic Staffing Solutions

Supported Coca-Cola executives by eliciting business and functional requirements from subject matter experts and stakeholders to produce innovative first-of-its- kind dashboard technology that tracks and logs the location of and facilitates repairs and sales of all Coca-Cola soft drink vending machines, coolers and equipment throughout the product’s life cycle.

2010-2012 Delta Air Lines, Atlanta, GA

Sr. Business Analyst, Tech-Pro

In the largest, enterprise-wide IT project in Delta Airlines history, teamed with external 3rd party vendor Hewlett-Packard analysts and with internal Delta Airlines customers, stakeholders and analysts to replace Delta’s legacy operating systems with web services that use SOA and cloud computing. Working in the Agile development environment, led workshops to elicit aviation weather requirements from stakeholders and created user stories and user acceptance criteria. Using MS Share Point, documented risks, issues and actions until the customer’s software and hardware issues were satisfactorily resolved. Tools used: HP Quality Center and MS Share Point. Produced RFPs (Request for Proposals) to solicit vendor pricing and evaluated responses to determine vendor selection.

2001-2010 Centers for Disease Control and Prevention, Atlanta, GA

Business Systems Analyst, CSC and SAIC

Supported CDC field and internal customers by creating the CDC’s PHIN Messaging Systems’ first professional web page and online help programs by gathering customer requirements and writing all content and coding the software in .xhtml. Designed marketing plan and materials for public health conferences, which highlighted and communicated the Public Health Information Network Messaging System product. Experienced and successful using IBM Rationale, Robohelp and MicroSoft tools to support end users in creating the PHIN Messaging system and for trouble-shooting and resolving technical issues encountered when installing and using the software.

Sr. Business Analyst, Lockheed Martin

Elicited requirements for the Centers for Disease Control Director’s Emergency Operations Center COTPER/OPHPR and the IRO by interviewing clients, analyzing documents and facilitating requirements meetings, JAD sessions and workshops to produce business process descriptions, use cases, scenarios and workflows for business owners, customers and stakeholders.

Critically evaluated information gathered from multiple sources to decompose high-level technical information into details to create a general understanding for developers to code and for end users to understand and use. Experienced using CDC’s Enterprise Performance Life Cycle (EPLC) and CDC UP templates and processes. Identified options for improving the business systems and bridging the needs of the business with the use of IT.

1998-2001 WebMD, Lucent Technologies, Technical Writer and Designer, Atlanta, GA

As analyst and developer, researched and authored online help using DocToHelp software for the physician portal on WebMD’s physician web site Collaborated with the help desk support staff to include most common help desk ticket items for inclusion in the online help. Designed and wrote online help for the Scientific American Surgery site on the portal. It included instructions for viewing anatomical drawings and reviewing surgical procedures. Also designed and authored help for physicians to acquire credits for ongoing medical training, CME certification and for using medical terminology software.

Led the project and designed and authored entire user manual for Smith Kline Beecham’s lab order entry and results system, SCAN. This is the software used by clinicians, doctor’s offices and hospitals to order all cytology and microbiology tests and to receive the results and produce billing for insurance companies.

Developed user manual to explain the SCAN software and to provide understanding of the Medicare, HMO and PPO and other insurance eligibility requirements. Authored content for Product Data Management intranet home page using .html and FrontPage software. Designed and authored user guides for new database management software using MS Word 97, Windows NT, Corel Photo Paint and Corel Capture.

1996-1998 Editor and Instructional Designer, IBM, Executrain Marietta, GA

Working within a matrixed team responsible to internal and external customers, edited modules for worldwide IBM Customer Relationship Management (CRM) training using Tutorial Manager, EdBuilder, JedBuilder, PM Camera, Paint Shop Pro, OS/2, Windows, and Word. Migrated CRM modules from OS/2 desktop to the Internet using JedBuilder. Wrote computer-based training CD-ROM courses for Unix system administrators using Authorware and IconAuthor for external clients including Coca-Cola. Produced interactive learning environment by building simulation screens using SimBuilder. Designed storyboards and graphics and developed performance labs. Used Netscape Navigator to research Unix on the Internet and worked with subject matter experts to produce high quality products. Collaborated with client management and staff and led the effort to design hard copy student and instructor guides for a wide variety of audiences, products, and clients using Word, Full Shot, proprietary software, and Paint Shop Pro. Interviewed end-users to develop material that reflected a “day in the life of the user.” Worked with external clients and subject matter experts to develop objectives and strategies. Also wrote and designed user manuals for off-the-shelf products such as Day-Timer Organizer 2.0.

1989-1996 Methods Engineer (Business Analyst), Ryder Systems, Miami, FL

Supervised an IT support team of seven implementing the automation of over 5,000 dealerships, the largest systems automation in history to date. After hardware and software installation was complete, provided round the clock IT support for all the dealerships in the Continental United States by identifying, troubleshooting and resolving all software and hardware issues. Provided traditional IT help desk support for traffic controllers in the operations center. Created ad hoc reports using MS Access and IBM Query to research and identify causes of software and hardware problems.

Traveled extensively throughout the United States training managers and staff on operations and systems. Wrote and designed all training materials. Liaison and subject matter expert for designers and programmers. Created and tested enhancements for proprietary software. Represented company at corporate events including trade shows in Las Vegas and at the Ryder Doral Open golf tournament.

1989-1991 Gulf War Veteran, United States Navy, Pensacola, FL

Medical Corps Petty Officer. Medals and Honors: Honor Recruit, Sharpshooter and Good Conduct medals. Supervised team of clinicians and corpsman in U.S. Naval Hospital active duty clinic to provide routine and acute care health care for active duty and family members in outpatient setting. Assisted physicians in out-patient surgeries and procedures, physical exams, laboratory screenings and testing and medical records management.

Education

1988 B.A. Communications, University of Alabama, Tuscaloosa, AL

Dean’s List, senior staff and feature writer for the Crimson-White, Tusk and marketing director for Union Programs.

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