Technical Writer Project

ERIKA V. ROBINSON, CERTIFIED SCRUMMASTER

ac8n9k@r.postjobfree.com 678-***-**** www.linkedin.com/in/erika-v-robinson SR. TECHNICAL WRITER/PROJECT MANAGER

Award-winning, creative, analytical, and resourceful professional able to leverage extensive experience that includes strategic planning, project management, writing/content development, editing, user and visual design, wireframes, product management, and cross-functional team collaboration, with special emphasis on creating user friendly documentation. A Certified ScrumMaster with a proven track record in Agile and Waterfall methodologies and Release Cycle Management. Expertise in managing cradle-to-grave project lifecycles and driving projects that increase organizational effectiveness, improve system performance, and boost operational output. Provide insightful strategic planning and accurately set goals, collaborating with internal and external stakeholders to innovate, strategize, energize and contribute to the company’s growth. Actively engage teams to ensure project success and client satisfaction. PROFESSIONAL CAREER EXPERIENCE

VERIZON CONNECT, Atlanta, GA 2018 – Present

Learning and Development Consultant

Design and develop online support documentation and knowledge base resources.Gather supporting technical, system and marketing information to ensure all materials are available for launches, enhancements and projects.

Design and development online documentation within rapid timelines.

Gather information from the analysis of business requirements, operational level and functional requirements to design and create documentation for processes, client communications, workflows, procedures and scripting. Develop, track, and analyze project milestones.

Influence, support, and strategize with project participants, leaders, and decision makers to ensure strategic and effective decision making occurs.

Provide consultations and recommendations to senior management, stakeholders, and decision makers by blending and processing multiple disciplines (i.e., technical, financial, operational, etc.).

Report and communicate project deliverables.

Create and manage relationships with key stakeholders. DELL SECUREWORKS, Atlanta, GA 2013 – 2018

Technical Writer

Full accountability for generating and disseminating subject-matter knowledge across teams and researching/coordinating business system requirements through meetings and user reviews. Illustrate current and future states by developing conceptual modeling and process workflows. Lead development and implementation of Document Repository and Learning Center (DRLC) and develop standards for SharePoint site and Learning Management System (LMS).

Craft conceptual, technical and procedural documentation using a variety of tools and formats.

Conceptualize, develop and maintain a one-of-kind technical reference guide which led to a $250K savings.

Direct output of strategic team which was instrumental in generating multimillion-dollar contract.

Act as main point of contact for executive management team focusing on nurturing strong client relationships.

Create content standards across the team which increased operational efficiency.

Sole content editor for external and internal documentation and communications, ensuring consistent alignment with brand and marketing efforts.

Earned Spot Bonus Award for Outstanding Contribution to a Project. ERIKA V. ROBINSON, CERTIFIED SCRUMMASTER

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ASSURANT SPECIALTY PROPERTY, Duluth, GA 2010 – 2013 Client Services Sr. Technical Writer

Created web-based content for non-technical users (e.g. procedure manuals, user guides, notification memos and presentations). Assessed requirements, developed project plans, and managed implementation and follow-up for development and maintenance of all user support content.

Managed the overhaul of the RoboHelp Content Repository, thereby maintaining an important client relationship.

Closely collaborated with key internal and external stakeholders regarding project scope expectations and timely / accurate project deliverables.

Instrumental with designing, organizing and populating the documentation portal which was the centralized content repository.

ENVISIONWARE, Duluth, GA 2008 – 2010

Scrum Team

Cultivated layout, design and content for evolving software platform. Created training materials

(manuals, diagrams and PowerPoint presentations) and configured virtual machines to train clients. Demonstrated expertise with defect tracking, training, and implementation of new processes and technologies.

Drove customer engagement by developing cutting-edge look and feel for company’s baseline content for next generation platform.

Crafted client-requested support documentation Increased customer satisfaction by assisting with elimination of documentation backlog.

Interfaced with developers and QA to identify and troubleshoot system and documentation issues. FINANCIAL ASSET MGMT. SYSTEMS (Contract), FAMS, Tucker, GA 2008 Documentation Specialist

Developed and assembled customized manuals for clients, including Bank of America, Capital One and AT&T. Created mission-critical training documents for various teams and served as part of team engaged in development of key documentation during SAS70 audits.

Streamlined company’s operations by centralizing company’s processes and procedures into a central repository.

Facilitated strategic project planning, tracking, open issues list, implementation phases, communication, and scope management functions.

EDUCATION PROFESSIONAL DEVELOPMENT AFFILIATION Shorter College, Rome, GA, Bachelor of Science Degree - Business Administration Information Technology Infrastructure Library (ITIL) Certified Training Courses: ScrumMaster Certified, Security Plus, Project Management, User Experience Design Boot Camp, Visual Design Fundamentals Member, Society of Technical Communication

TECHNICAL PROFICIENCIES

Windows, Unix, Mac OS X, Microsoft Office Suite; Adobe Technical Suite, RFID Technology, Java Runtime Environment (JRE), VM Ware Server, Tortoise SVN (Subversion), SharePoint, JIRA, Confluence, SnagIt, Knowledge Base Administration, WalkMe VOLUNTEER ENGAGEMENT

Hands on Atlanta Cool Girls of Atlanta

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