IT Technical Writing Expert with more than 18 years delivering large-scale user-friendly documentation in various mediums for companies like Coca-Cola, Blue-Cross/Blue Shield, McAfee, and Georgia DOT, among many others. Collaborator with cross-functional teams and Subject Matter Experts (SMEs) to determine documentation project roadmaps, delivering projects on time and on budget. Strong technical expertise with many writing, publishing, and graphic technologies, including MS Word, Adobe FrameMaker, Visio, Acrobat, RoboHelp, WebWorks ePublisher, Flash, MadCap Flare, and Photoshop. Well versed in SDLC, Agile, and waterfall methodologies and processes.
Providing Value through Strong Technical Acumen
MS Word, MadCap Flare
Adobe Robohelp 9 and 11
Adobe Acrobat, Photoshop,
OS – Windows, Linux/UNIX
Online Help Development
Policies and Procedures
A Career of Delivering User Friendly Documentation
Technical Writer July 2017 – April 2019
Recruited to assist with HTML/XML/Word/pdf editing and conversion of knowledge base articles for a new knowledge base library (ServicePoint) to be used by both CS reps and clients.
Consulted with project manager and SME’s to develop tracking and production guidelines for both internal and customer facing KB articles about the company’s software. Articles included policies and procedures, how to’s, and troubleshooting guides.
Assisted with the conversion and editing of over 4700 articles for the new Fiserv knowledge base.
January 2017 – April 2017
Brought on to create initial framework for online user guides with MadCap Flare along with printable user guides in PDF format.
Consulted with SME’s and developed initial versions of the Allocation and Assortment user guides for online help and pdf output. All documents proprietary and confidential.
SEDC (Southeast Data Corp)
June 2014 – June 2016
Recruited for RoboHelp expertise to lead the online help development direction for company during the inception of new Technical Writing Department. Updated, revised, and created, user guides, reference guides, and online help using Word, RoboHelp 9, and Snagit to capture screens. All documents Proprietary and Confidential.
Wrote and released 2 major software releases, including 2 large-scope release notes and 15 user guides and administrator guides.
Developed and released 6 service pack releases, including release notes.
Created 5 batch program Reference Guides with a total of over 4000 pages over 4,000 pages total.
Updated internal documentation and published to intranet, needed with high level of accuracy in real-time for both internal and field staff.
February 2014 – April 2014
Brought on to create a Reference Guide for the Relay Pulse Analytics Program.
Interviewed SMEs directly related to the programming of the Analytics Program.
Created the Reference Guide for the Relay Pulse Analytics Program using Word. Created screenshots using Snagit to capture screens.
Converted use cases to proper format. All documents Proprietary and Confidential.
Wellpoint (Blue Cross/Blue Shield)
October 2013 – December 2013
Hired to convert several existing guides into a newer and more user friendly format.
Helped created new document format.
Converted and updated existing documentation, including several Instructor Guides and Learner Guides into the newer preferred format using Word.
Captured new screens with Snagit.
Worked with SMEs to create the new documentation. Proprietary and Confidential.
July 2013 – Sept. 2013
Engaged again with this client to produce an installation guide.
Updated installation guide for I-Safe Wireless Remote Monitor using Word.
Worked with the SME to determine scope and details for the product installation guide.
February 2012 – August 2012
Recruited to create and assist DOT in migrating legacy documents from an old version of SharePoint to a newer version of SharePoint.
Migrated over 4000 legacy documents from old SharePoint system to an updated SharePoint system from various sources and a variety of formats. These included HTML, MS Word, and PDFs.
Worked closely with developers and stakeholders to convert the legacy documents, insuring proper layout and conformance to standards in new SharePoint system using MS Word.
Worked with SMEs to insure migrated documents were ready for final SME review and approval.
October 2011 – December 2011
Enlisted to create various guide for wireless security communication products.
Interviewed SME’s and created documentation for a Dealer Guide for wireless security communication products to be UL tested and approved.
Created guide targeted to professional installers, produced in MS Word, and approved for dealers to successfully use for installation.
HP/Coca-Cola – Atlanta
April 2011 – August 2011
Brought in to develop and network infrastructure documentation, flow processes, and diagrams.
Interviewed SME’s and created documentation for processes and procedures for network infrastructure maintenance, such as server acquisition and installation.
Delivered high level flow diagrams and descriptions of procedures using MS Word and Visio.
Synergy Network – Client USAN
October 2010 – December 2010
Recruited as contractor for USAN, to revise and update for several internal and external manuals and user guides, including a Quick Start guides and procedures.
Collaborated closely with SME's to revise and create a variety of manuals, including the IP PBX product and the CISCO VoIP phone system.
Created screenshots and graphics to illustrate guides and procedures using Snagit.
Delivered User Guides in PDF format for phone system administrators and users.
Developed and provided operators with updated documentation for both internal and customer facing use.
McAfee (Secure Computing/CipherTrust)
October 2005 – March 2010
Brought in for technical expertise to provide CipherTrust Setup and User Guides for their IronMail security software and other deliverables, including Flash tutorials and Online Help Systems. (CipherTrust acquired by Secure Computing and then McAfee.)
Interviewed developers and updated existing manuals using FrameMaker to reflect new features and functionality in latest versions of two of their major products – IronMail Centralized Management Console (CMC) and Secure Web Delivery (SWD). All manuals included screenshots and graphics using Snagit and Photoshop.
Created Flash tutorials for both products, IronMail Centralized Management Console (CMC) and Secure Delivery (SWD) using Adobe Flash.
Delivered Administrator Guides in PDF format along with Online Help created with RoboHelp and later with WebWorks ePublisher, for inclusion with software.
Provided customers with latest software manuals with product purchase and received Flash tutorials to help train them in their use.
Updated all IronMail products to include Online Help, initially with RoboHelp, and later switching to WebWorks ePublisher.
May 2002 – Sept. 2005
Recruited after Interland had gone through a major reorganization and Technical Training Department and needed both new and updated technical documentation for the Level I Tech Support Center and the Level II System Administrators. Created technical documents using MS Word and Adobe FrameMaker 7.0 along with Adobe Acrobat for PDF creation, and Photoshop to clean screen captures. Additionally, Interland had also purchased several companies through its aggressive acquisition and needed documentation created for its new products.
Interviewed SME's and created Level II support documentation for System Admins (UNIX).
Collaborated with SME's and created updated reference guides for Interland's Windows, Linux, and UNIX based hosting products.
Edited existing documentation from acquired companies to conform to corporate standards, including documentation created by non-native English speakers.
Continued to edit and create documentation for Interland's hosting products.
Delivered detailed documentation on the configuration, maintenance, recovery, and rebuilding of the DNS servers to DNS System Administrators.
Provided Technical Training Department with comprehensive documentation from which it created introductory and advanced training modules for the Tech Support staff.
Delivered customers User Guides and tutorials for Interland's hosting products.
Created Flash demos/tutorials with RoboDemo for both Tech Support and customers.
Massachusetts Institute of Technology, June 1992
Course - Communicating Technical Information
A+ Network+ Linux+
BRIDGING THE GAP BETWEEN TECHNOLOGY AND USABILITY