Professional Summary

Effective and results-driven communications professional with extensive experience in technical writing, editing, and leading documentation teams. Develops concise and accurate documentation using Microsoft Office, Confluence, FrameMaker and Acrobat. Adept at building synergistic relationships between stakeholders, project and product managers, and subject matter experts. Skilled at creating single-sourced knowledge in a digital environment and organizing Document Management Systems (DMS). Possesses exceptional communication, interpersonal, and organizational skills.

Software Skills

Atlassian Confluence

MS Office

Atlassian JIRA

MS Visio

Adobe Acrobat Professional

Box

Adobe FrameMaker

TechSmith SnagIt

Education and Training

Master of Science, Technical & Professional Communication

Southern Polytechnic State University

Marietta, GA

Bachelor of Science, Liberal Arts

University of Southern Mississippi

Hattiesburg, MS

Experience

Full-time caregiver for elderly family member

December 2017 – March 2019

Proposal Writer (contract), Core Technologies, Inc., Norcross, GA

October 2017 to November 2017

Updated federal and state proposals for a woman-owned and minority-owned small business specializing in telecommunication solutions, which included comprehensive managed services for voice, conferencing, and security solutions. Wrote responses to Task Orders (TOs) to win bids under the Enterprise Infrastructure Solution (EIS) contract granted by the U.S. General Services Administration (GSA). EIS is a government-wide contract intended to provide federal agencies with mission-critical telecommunications, infrastructure, and IT services.

Technical Writer (contract), E*TRADE, Alpharetta, GA

July 2017 to September 2017

Updated policy documentation on relational database management systems as required by SEC auditors as well as internal auditors that required extensive MS Visio diagramming. Documented patch management processes for detecting database security vulnerabilities using Imperva SecureSphere, a data security tool.

Technical Writer, Kabbage, Inc., Atlanta, GA

March 2016 to November 2016

Developed previously undocumented internal processes and procedures using Confluence, which allowed the IT Help Desk to disseminate how-to articles for all Production Operations and IT Services. Provided company-wide support for any and all documentation needs, including but not limited to product requirements and branding templates, corporate policies, platform feature materials for external partners, and MS Visio process flows for

Fraud and Finance teams. Tracked and managed project tasks and sub-tasks using JIRA. Designed Confluence space for technical documentation resources along with a repository for all produced work.

Full-time caregiver for ill family member

April 2015 – February 2016

Global IT Sourcing Analyst (contract), GE, Alpharetta, GA

May 2014 to March 2015

Documented processes for organizing and managing national and international contracts for GE global IT acquisitions, which included launching a new DMS structure and file naming conventions. Created MS Visio workflow diagrams for complex IT procurement approval processes for multiple business units with country-specific requirements in Latin America, results were used to build workflow forms for securing IT assets. Secured staffing candidates for GE hiring managers through the entire recruiting process from screening candidates and scheduling interviews to negotiating contract rates. Established standard procedures for executing vendor contracts such as NDAs, change orders, and Proof of Concept (POC) agreements. Supported IT sourcing leaders with contract renewals for software licenses, hardware leases, and contractors.

Technical Writer (contract), Xerox, Atlanta, GA

October 2013 to March 2014

Updated operations and maintenance manuals for the Southeastern Pennsylvania Transit Authority (SEPTA) hardware products such as the On Board Processor (OBP) and Fare Vending Device (FVD). Created job aid detailing procedures for SEPTA’s Surface Transportation operators who maintain validators and fare boxes. Updated Bill of Materials (BOM) Manual, which included BOMs for all New Payment Technologies (NPT) system components. Used SharePoint to track document development process, specifically to track draft revisions and sign-off approvals.

Technical Writer (contract), Liaison Technologies, Inc., Atlanta, GA

April 2013 to June 2013

Created and updated Standard Operating Procedures (SOPs) for the following functions: Integration, Quality Assurance, Change and Release Management, and Support. Used MS Visio to document three tier Support processes. Developed templates for all SOPs in MS Word; updated complex template for Business Requirements document.

Senior Technical Writer (contract), ACS, A Xerox Company, Norcross, GA

March 2012 to March 2013

Created operations and user administration manuals for the LA Express Park Merge software, an application used to reserve and pay for downtown on-street and off-street parking by a variety of payment methods, including credit and debit cards, mobile app accounts, and coins. Updated hardware maintenance manual for the New York State Tolls Authority. Updated operations and training documentation for the Maryland State Highway Administration Virtual Weigh Station.

Senior Technical Writer, ACS, A Xerox Company

February 2008 to March 2012

Created and updated technical documentation for the Parking Revenue Control System (WebPRCS) software, an application used to manage and audit parking fee revenue collected at airport parking facilities. Created technical documentation based on MS Visio process flow diagrams. Traveled with and supported the Business Analyst in documenting business requirements for international airports. Edited technical manuals, system design books, test cases, training guides, and training exams. Created FrameMaker templates to single-source content and graphics across a suite of twelve technical manuals to streamline the documentation development process.

Technical Documentation Team Lead, Hitachi Telecom, Inc., Norcross, GA

October 2005 to October 2007

Led team of four writers, a graphics artist, and an editor. Documented software applications for passive optical network (PON) products for tier one and tier two wireless providers. Wrote Application Notes, Methods of Procedure, and Technical Bulletins for high-performance data center networking solutions. Managed internal documents in SharePoint for Engineering and Project Management teams. Worked on answering RFPs for tier one wireless carriers such as AT&T and Verizon Wireless.

Documentation Manager, TANDBERG Television, Duluth, GA

September 2004 to October 2005

Managed documentation project efforts for media content management software products aimed at digital TV, HDTV, VOD, and IPTV providers. Coordinated deliverables with project managers and teams consisting of user guides, field service guides, and release notes. Interviewed software engineers to gather data during the software development life cycle (SDLC).

Technical Writer (contract), BellSouth, Atlanta, GA

March 2002 to September 2004

Created job aids, reference manuals, and training guides on DSL products for the technical support staff. Developed end user documents solely based on MS Visio process flow diagrams for monitoring and auto-ticketing software tools designed to track customer DSL issues. Edited external customer communications, including emails, bill inserts, and marketing campaigns.

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