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Technical Writer Management

Columbus, Ohio, United States
August 20, 2018

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Jay Zenitsky

614-***-**** (cell)

Professional Summary

Experienced technical writing professional able to work independently and collaboratively in a variety of settings with demonstrated abilities managing knowledge transfer projects. Areas of expertise include: creating user and system documentation, designing effective help systems, Web content and instructional design solutions for large and small organizations.

Representative Consulting Projects

Huntington National Bank

Infrastructure Process Documentation

December 2017 – March 2018: Technical Writer

Collaborated with project managers and subject matter experts to define the project’s scope and develop process documentation for Huntington’s configuration and capacity management efforts. Applications: SharePoint, Word, Excel, and PowerPoint.


Documentation Systems and Support

June 2017-October 2017: Technical Writer

Developed documentation and support systems for ABB Ability, a new platform that consolidates all ABB technologies to allow customers to connect to the Industrial Internet of Things (IIOT).

Designed and implemented QA and testing plans for a web-based team knowledge management application being developed by a Microsoft development team. Applications: SharePoint, Word, Excel, PowerPoint, and Visio.

Safelite AutoGlass

Business Operations + Procedural and Policy Documentation

February-April 2017; Technical Writer

Designed a document that incorporates Safelite’s business operational procedures as well as systems and physical security policies for a new high security or “clean room” call center with a large Fortune 500 financial services company. Applications: Word, Excel and Box.

Ventech Solutions

Help System Design, System Documentation and Instructional Design

June 2016 – February 2017; Technical Writer and Instructional Designer

Worked with the development team to document a comprehensive update to the US Air Force’s cloud-based Small Business Innovation Research (SBIR) and Small Business Technology Transfer (STTR) Programs.

Produced a comprehensive user manual and online help system as part of the rollout of the SBIR/STTR Air Force Website.

Designed and delivered separate training modules for government users and prospective small business managers to help them navigate through the SBIR/STTR process. Applications: HelpStudio-Document!X, SharePoint, Word, Excel, PowerPoint, and Visio. Languages: HTML.

MVP Systems Software

Help System Design, System Documentation and Instructional Design

January 2014 – May 2016: Technical Writer and Instructional Designer

Designed and implemented a comprehensive update to MVP’s user documentation and online help system for JAMS, a well-respected enterprise job scheduling application.

Wrote individual transcripts and produced a series of instructional videos targeting new JAMS users.

Defined and maintained a consistent look and feel for all user documentation and Websites throughout the organization. Applications: HelpStudio-Document!X, Camtasia Studio, SharePoint, Word, Excel, Visio, JAMS, WordPress and SnagIt. Languages: HTML.

Alliance Data Systems

Business Process Documentation

August 2013 – December 2013: Consulting Technical Writer

Researched and documented the complex processes involved in building customized credit card account center Web sites for ADS’s growing list of national clientele.

Worked with management to create user documentation providing staff with best practices to create quality Web sites for ADS’s private label and co-branded credit cards. Applications: SDL Tridion, Word, Adobe Photoshop and SnagIt.

InAuth Advanced Security

Patent Research, User Guides and Technical Articles

January 2013 – July 2013: Technical Writer

Provided technical research and project management for 8 new and pending patent applications.

Developed a variety of technical documentation and promotional collateral for InAuth, a provider of mobile and Web security products to the financial services industry.

Created a broad range of internal system resources and customer-related content for online help systems and user guides. Applications: Word, Excel and PowerPoint, Adobe Illustrator, Photoshop and Acrobat.

JP Morgan Chase

Documentation Management for Statistical Modeling Teams

February 2011 – November 2012: Technical Writer

Created extensive documentation supporting a team of econometric experts responsible for predicting home foreclosure rates using complex life-of-loan loss forecasting models. Applications: Word, Excel, PowerPoint, SharePoint, and Visio.

Defined and implemented documentation standards for all model development teams. Developed templates to create built-in styles and formatting elements. Applications: Word, Excel and PowerPoint

Nationwide Insurance

Web Content Design and Usability Projects

April – December 2010: Web Content Writer

Provided critical Web content and workflow design recommendations to usability and development teams at Nationwide Insurance ( to help transition the company to an online transaction model.

Was the lead content writer for several high profile transaction projects including: “SmartRide”, Homeowners, Life and Auto Web sites. Applications: Word, Excel, Visio, Lotus Notes, Snagit and Quickr.

Ohio Water Development Authority

Disaster Recovery Plan Documentation Project

March – April 2010: Technical Writer

Designed, wrote and edited a comprehensive IT disaster recovery and business continuity planning document for a state agency that provides infrastructure financing to Ohio counties and municipalities. Applications: MindManager, Inspiration, Visio, Snagit and Word.

Nationwide Financial

Knowledge Repository Design and System Documentation Consulting

September 2009 – February 2010: Knowledge Management Specialist

Researched, planned and piloted a knowledge repository for Nationwide’s Financial, Reporting and Data Systems department. Created and defined the database structure. Tested and evaluated the capabilities of the repository software based on departmental requirements.

Created a design framework and samples for the creation of 50 system “guidebooks” with the goal of documenting and analyzing all critical systems throughout Nationwide Financials Reporting and Data Systems department. Applications: Inquira, Visio, SharePoint, Excel and Word.

SPIDA Software

Help System Development and Instructional Design Management

June 2008 – April 2009: Technical Writer and Instructional Designer

Managed, designed and implemented comprehensive user documentation and an online help system for SpidaCalc, a Java-based engineering application, developed by SPIDA Software for large utility clients. Collaborated with subject matter experts to create both Web-based and hard copy versions. Applications: RoboHelp and Word.

Designed and implemented a training curriculum for new users of SpidaCalc, a design-build and analysis application to assist utility firms with pole and joint use design. Applications: Word and Excel.

Developed and produced a series of marketing and training videos to promote the benefits of SpidaCalc. Applications: Adobe Captivate, Inspiration and Word.

Motorists Insurance Group

Documentation Management, Instructional Design and Training

January 2008 – June 2008: Technical Writer and Instructional Designer

Designed standards and built specific templates to allow Motorists Insurance Group’s IT staff to create and build complex technical documents using a consistent look and feel. Developed a detailed user guide and trained both management and staff on the template’s multi-functional capabilities. Applications: Word, and PowerPoint.

Wrote a white paper recommending specific document management system strategies for Motorists Insurance Group’s IT management. The report included specific product recommendations as well as phased implementation and planning strategies. Application: Word and Lotus Notes.

Devised graphical standards that incorporated key symbols for servers, OS, processor and socket configurations to allow Motorist Insurance Group IT network staff to maintain consistent looking process charts. Application: Visio.

Developed a detailed product review and analysis of Adobe Captivate, an e-learning and video tool proposed to management. Designed several existing training projects into a trial package for management consideration. Applications: Adobe Captivate, Word and PowerPoint.

Bioscrip Systems

System Documentation and Workflow Process Design Consulting

July 2007 – January 2008: Technical Writer

Developed a comprehensive requirements document providing detailed breakdown of BioScrip Corporation’s mission-critical, mainframe-based ScripMed application.

Created process documentation detailing the relationship between BioScrip’s incoming RightFax process and ScripMed’s environment.

Designed numerous process diagrams defining the information flows for ScripMed and TechRx; two mission-critical applications at BioScrip that provide patient enrollment, prescription order verification, screening, scheduling and dispensing functionalities for Medicare and traditional insurance patients. Applications: Word, Excel and Visio.

Nationwide IT Service Desk

Instructional Design and Evaluation

2006 – 2007: Instructional Designer

Managed the design of several computer based training (CBT) modules for Nationwide Insurance IT Service Desk focusing on best practices to improve technical and business acumen for frontline help desk analysts.

Designed a CBT module focusing on disaster recovery training and coordinating team response. Managed a program using Visual Basic that calculated testing scores from PowerPoint to an Access database for evaluating student learning. Applications: Visio, Lectora, PowerPoint and Access using Visual Basic programming.

Wrote a governance white paper providing specific recommendations to improve efficiencies for the IT Service Desk Training Group. Applications: Word and Visio.

JP Morgan Chase

Reporting, Workflow and Problem Management Design

2005 – 2006: Technical Writer

Created documentation for JP Morgan Chase’s management detailing two mission-critical information-gathering processes that support a 24-hour server monitoring team. Applications: Lotus Notes, Word and Excel.

Developed, improved and supported a variety of reporting tools providing both JP Morgan Chase’s engineering staff and management with updated metrics for critical problem resolution processes. Applications: Excel, Serviceware and Lotus Notes.

Provided workflow and problem management support to JP Morgan Chase’s engineering staff, utilizing several monitoring environments including: Tivoli, InfoVista, Sitescope and Topaz. Applications: Excel, Lotus Notes, Sitescope, InfoVista, Topaz and Visio.

Exel PLC

Layout and Design for Division-Wide Budget Documentation

2005: Technical Writer

Managed the editing, layout and design of an extensive annual budget document for Exel PLC, Americas Division; a large international logistics corporation.

Designed a detailed style guide to allow staff and management to effectively revise and create future budget documentation. Applications: FrameMker, Lotus Notes, Word and SnagIt.

Franklin University

Classroom and Online Instruction plus Instructional Design Lead

2001 – 2006: Adjunct Professor and Instructional Designer

Adjunct professor. Provided face-to-face and online instruction for MIS, computer science and digital communication classes.

Lead instructional designer for a 15-week technical writing course for Franklin University. Developed comprehensive syllabus, designed assignments, exercises, schedules, and “key point” reference material as well as all testing modules for both face-to-face and online venues. Applications: Word, Excel and Inspiration.

LDA Systems

Application Development, Instructional Design and Training

1999 – 2002: Programmer Analyst, Technical Writer, Instructional Designer-Trainer

Authored a comprehensive infrastructure document to facilitate administrator transition to a Lotus Notes environment at Rockwell Automation. Applications: Lotus Notes and Word.

Managed and defined transition management and training programs for a 100-person staff move to a Lotus Notes system at Rockwell Automation. Applications: Lotus Notes, FrameMaker and PowerPoint.

Designed and presented ongoing multimedia Lotus Notes training programs for 400 mobile and office-based users at Eddie Bauer. Applications: Word, PowerPoint and Lotus Notes.

Created requirements documentation and database solutions allowing organ donation technicians at Lifeline of Ohio Procurement to enter, track and measure patient organ data, increasing workflow efficiencies 200% over the previous paper-based intake process. Application: Lotus Notes and Word.

Project manager and lead designer for a case management tracking system application for the Ohio Department of Jobs and Family Services, Wage and Hours Division. Applications: Lotus Notes and Microsoft Project.

Led joint application development (JAD) sessions to help define a case tracking system for the Ohio Department of Jobs and Family Services, Wage and Hours Division. Applications: Lotus Notes, Word and Visio.


Master of City and Regional Planning

The Ohio State University, Columbus, Ohio

Specialization: urban planning, business finance and computer science

Bachelor of Arts

University of Missouri, Columbia, Missouri

Specialization: history, English and finance

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