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Technical Writer Customer Service

Salt Lake City, Utah, United States
April 30, 2019

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Michael Stewart Brown

*** ****, **** *****, ******** View, Ut 84414



I'm a highly skilled Technical Writer with a wide-range of experience authoring and updating documentation such as user guides; technical guides and handbooks; one-offs; standard operating policies, processes, and procedures; comprehensive and detailed flowcharts; technical background reports; forms with form fields; and technical specifications. I've worked on multidisciplinary teams functioning as a mediator between the more technical staff and less technical reader. I take pride in my work and am curious by nature, asking questions for clarification, digging deep for answers, and constantly looking for ways to improve and streamline existing processes and procedures via Six Sigma methodology and tools.


• Working with internal teams on product and documentation requirements.

• Adept at determining the needs of end users of technical documentation.

• Organizing and writing supporting documents for various products.

• Standardizing content across platforms and media.

• Revising documentation as new issues arise.

• Quickly adapt to changes within an organization.

• Basic familiarity with the Software Development Life Cycle (SDLC).

• Gained working knowledge of Six Sigma through green belt project using methodology and tools.

• Familiarity with Capability Maturity Model Integration (CMMI) to streamline processes and decrease risk.


Adaptability to writing styles • Keeping abreast of new documentation software applications and updates to current software • Interpreting and converting technical information into high-quality documentation that is informative and understood by its intended audience • Creating and implementing new documentation templates for company-wide use • Ability to quickly grasp complex technical concepts and make them easily understandable in text and pictures. Administrative: Identified Subject Matter Experts (SMEs), scheduled and conducted reviews of new and existing documentation. Managed documentation releases to coincide with system updates. Problem Solving: Prioritized and assigned documentation to team members while authoring the complete re-write of a large corporate document and associated sub-documents, scheduled, assisted in SME and peer reviews. Utilized Six Sigma tools and methodology to identify and streamline processes. Management: Managed and successfully published documentation rewrite for Monetary Field Expansion project, which was First Data’s largest project in 10 years. Managing large documentation projects ranging from 50,000 to 100,000 coding hours.


Technical Writer, March 2010 – August 2012, Cabela’s, Sidney, NE Quality Assurance Analyst, June 2008 – January 2010, Blue Cross and Blue Shield, Omaha, NE Data Manager, April 2006 – March 2008, Harris Corporation, Bellevue, NE Senior Technical Writer, July 1995 – August 2005, First Data, Omaha, NE Security Specialist, April 1991 – March 1995, United States Air Force, Grand Forks, ND EDUCATION

Associates Science (Emphasis: Computer Programming/Database Management) Ongoing, Metropolitan Community College, Omaha, Neb.

Bachelor of Science (Emphasis: Criminal Justice/Political Science) December 1990, University of Nebraska at Omaha, Omaha, Neb.

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