Lois Francine Smith 720-***-****
Innovative Technical Writer who is passionate about delivering clear and concise documentation. Reads code.
MS Office Suite
Jira, Confluence, Contour
Consultant/Technical Writer and Business Analyst at Wells Fargo
Managed eight projects from design to implementation.
Wrote and edited functional specifications, master design documents, and technical use cases to guide developers and quality assurance.
Led meetings with geographically- distributed stakeholders, including business representatives to clarify needs and current procedures.
Created flow diagrams using Visio to illustrate systems, procedures, and programs, and the interactions between them.
Mapped XML requests and responses for transferring information between programs.
Defined messages to display user instructions on screen.
Presented over twenty documents to combined audiences of business analysts, business representatives, developers, and quality assurance testers.
Updated upper management with progress toward high-visibility company goals.
Developed and maintained SharePoint pages that consolidated project information and showed progress toward completion.
INSIGHT GLOBAL 10/2016-11/2017
Consultant/Senior Technical Writer at Jeppesen
Produced world-class DITA documentation for the next generation of flight-planning software.
Analyzed user needs with end-users, project members, and technical writers.
Collaborated with other writers to integrate shared content into API documentation, the Interface Control Document, Release Notes, Install Guide, and other documentation.
Mentored three new writers on a variety of tools, including Oxygen, Jira, Contour, and DITA.
Participated in biweekly demos, actively listening to presentations, making presentations, offering suggestions, and planning upcoming work.
ABSIO CORPORATION 10/2015-10/2016
Technical Writer and Project Manager
Wrote and maintained Help in MadCap Flare for eight evolving cybersecurity products. A customer commented that it was the “best organized Help” he had ever seen.
Prepared internal documentation, including Security Plan and Disaster Recovery Plan.
Coordinated and led guided technical evaluations, in which the integrated product suite was tested using current and past builds on all platforms.
Prepared guides and plans needed for a proposal to a major customer. Researched and created draft documents and sent them for review. Proposal was successful.
Prepared release approvals and notes. Coordinated Beta testing.
Transitioned Help development from RoboHelp to MadCap Flare in one week.
Used GitHub for source and version control.
ENAVATE (formerly MBS Dev) 4/2011-11/2015
Project Manager, Support Department
Improved customer communications by compiling monthly metrics showing each customer’s open cases, resolved cases, and chargeable cases.
Wrote and edited a monthly newsletter with articles that helped customers resolve their own problems.
Developed tools to help support team members effectively track their time against individual cases leading to a reduction of time per case from 10 hours to less than 4.
Developed templates for Support to use to create articles for a knowledge base. Organized knowledge base so that users could quickly find the information they needed.
Facilitated workshops on improvements to Dynamics AX.
Developed customer guide for implementing Smart Search on customer Websites. The guide sped up user adoption and streamlined implementation of Smart Search.
Wrote, edited, and published release notes for major upgrades.
Researched and completed metadata fields.
Developed XML templates for new documentation.
INDEPENDENT TECHNICAL WRITER 12/2008-4/2011
For Ericsson, documented next generation wireless, telephony systems.
For Nokia, documented integrated telephony, cable, and wireless system.
Helped Lynx Aviation attain FAA certification by revision over 30 manuals in a 2-week period. Worked closely with subject matter experts.
For BAE, created self-paced XML training for novices using Captivate and Flash. The training was described by students as “Brilliant, beautiful, and understandable.”
At BAE, saved the company over 512 man-hours by developing XSLR programs to converts PowerLog XML to Arbortext XML, transforming the formats, structure, markup, and metadata.
For Volant, developed online manuals and eBooks for pilots by converting PDFs to XML, attaching metadata, and referencing images.
Nichols State University
Master of Arts, GPA 4.0
Louisiana State University
Bachelor of Science, GPA 3.2
Veteran, US Navy