Isaac O Robinson

Technical Writer

Columbus, Ohio 43214

Phone: 740-***-****

Email: ac9sxu@r.postjobfree.com

Qualification Summary

Senior Level Technical Writer with extensive experience documenting for products, services, internal business operations (BAU), Information Technology, and Project Management Support. Excellent written and oral communication skills have led to high levels of success in improving a company’s overall product and service usability.

These experiences have enhanced my ability to think and work productively under pressure. I possess a hard working ethic in pursuit of excellence, superior organization and managerial skills, and team building talents - resulting in high goal attainment.

Key Accomplishments

Team up with project managers in Information Technology and Engineering environments to prepare a variety of project and operations related documents (Process Maps, Standard Operating Procedures, Use Cases, and Business & Technical Requirements documentation).

Documented for Anheuser-Busch’s Business Teams to support their SAP Enterprise-wide implementation to conform thirteen independently operated stateside breweries to a common SAP operating environment. Our team documented the Material Management (MM) Module.

Create clear and concise end user manuals to enhance the marketability of products and services for several companies for internal and external customers.

Published author of a 344 page Science Fiction novel, “Actmemic I Discovery;” the first of three in the Actmemic Sci-Fi Trilogy.

Education

Information Technology Project Management at ITT Technical Institute

Project Management SkillSoft® Online Training (8 core courses)

Technical and Business Communications at St. Louis Community College at Meramac, St. Louis, Missouri (1 yr.)

Electronic Engineering Technology at Central Ohio Technical College, Newark, Ohio (1 yr.)

Art Education at Bowling Green State University, Bowling Green, Ohio (2 yrs.)

Technical Writing Experience

Technical Writer, ADB SafeGate, (Robert Half Technology – Contract) 08/2018 – Present

I create and revise work instructions for production associates. This work involved scheduling meetings with Subject Matter Expert to gather initial information required for each work instruction. I monitored production during product builds and recorded step-by-step instructions. I merged text and graphics in the contents of the Work Instructions. I routed work instructions through the review process through to final approval and sign-off.

Technical Writer/Business Analyst, DSW, Inc. (Beacon Hill Technology – Contract) 12/2016 – 06/2018

Created three SharePoint team sites. One site was created as a work request intake portal between the Infrastructure Solutions team and all other organizational units within IT. The other two sits were created manage the relation between the Architecture Governance Committee and the Architecture Review Board.

I researched and developed an Acquisitions Checklist Template to provide a framework for DSW to conduct thorough and consistent validation when preparing to connect an acquired network and its associated systems and applications to its internal corporate network.

Other Technical document templates were created including policy procedures to support the DSW IT Infrastructure Solutions department’s internal functions.

Specific tasks included reformatting Excel tables to allow proper format in Word, substantial editing, creating new reporting forms (e.g., incident reports and summary, server maintenance activity reports, etc.), and creating some Visio graphics.

Technical Writer / Analyst, JP Morgan Chase & Company (Collabera, Inc. – Contract) 07/2016 – 12/2016

I created supporting process documents and standard operating policy procedures that were used for reference and training.

I provided support to the Project Manager to implement a project plan to centralize the support of 1200 applications that were previously supported by five different lines of business within JP Morgan Chase & Company.

Followed ITIL processes to document the infrastructure processes and systems and hardware changes.

Followed ITIL service management processes as per the policy manual library.

Business Analyst, Stanley Black & Decker, Inc. (Robert Half Technoloby – Contract) 11/2015 – 4/2016

For Stanley Black & Decker, I served as the Project Lead to implement a new application for the Preventative Maintenance department operations.

My responsibilities involved extracting data from the existing application’s SQL database, cleansing data using Microsoft Access, and uploading data to Microsoft Excel (.csv delimited file format.I prepared all project deliverables.

I worked directly with the vendor of the new application in preparation for the Project Go-Live.

I reported to the Program Operations manager throughout the project’s implementation.

Business Analyst/Technical Writer, Abercrombie & Fitch 06/2015 – 10/2015

For Abercrombie & Fitch, I prepared three technical manuals for the Information Technology department that documented system functions for shelf and in-house application connectivity.

I also supported other projects and departments with the creation of standard operating policies and procedures.

Brainstorming with stakeholders utilizing Visio concept mapping; in terms of developing conceptual frames of information for usage in business communications and documentation.

Business Analyst/Technical Writer, Assurant Specialty Properties, Inc. 3/2015 – 6/2015

For Assurant Specialty Properties, I researched approximately 5,000 current-state procedures to capture relevant content that will impact a future state initiative intended to establish a single state platform (SSP) for 44 clients requiring Lender Placed Insurance for homeowner loans.

I participated in the capture of process maps to identify business and user needs.

I prepared process narratives templates to communicate high-level infrastructure IT processes to the business.

Business Analyst/Technical Writer, CenturyLink Telecommunications, Inc. 1/2015 – 3/2015

For the CenturyLink Wholesale department, I prepared a project plan that describes CenturyLink’s upcoming changes in its ordering and billing applications. I worked with several Business Managers and IT Managers to capture content for this document. The project plan will be presented to the Federal Communications Commission (FCC) and to CenturyLink’s Competitive Local Exchange Carriers (CLECs) and other customers.

Business Analyst/Technical Writer, JP Morgan Chase, for Net2Source, Inc. 9/2014 – 12/2014

In the Consumer Banking department, I worked as a member of the Data Management Council to prepare Standard Operating policy document Procedures and Processes (SOP) to support Data Steward daily functions. I also prepared a user manual for a custom application called MetaTracker. MetaTracker was used to track tasks completed by Data Stewards during the Data Element Certification Process.

Business Analyst/Technical Writer, JP Morgan Chase, for KForce Technology 4/2014 – 6/2014

In the Centralized Transaction Operations (CTO – IT) department, I worked with the Project team to prepare the Technical Requirements Pre-Estimate for a large in-house project. I participated in project team meetings to gather information for the one-to-one mapping from the Business Requirements documentation to the Technical Requirements Document.

Sr. Business Analyst Nationwide Retirement Plan, for Collabera, Inc. 1/2014 – 3/2014

In the Nationwide Retirement Plan – Knowledge Management Department, standard operating processes (SOPs) were prepared for internal operations. Participated in creating a Standard Operating Template for SOPs. Created and presented an audience analysis process for customers of the Knowledge Management Department.

Technical Writer, JP Morgan Chase, Polaris, Ohio, for Collabera, Inc. 10/2013 – 1/2014

In the Global Service Operations – Infrastructure Operations Center, standard operating processes (SOPs) were prepared for internal operations. A user guide for the iTRU – iSeries Tape/File Restore Utility was prepared. Pursuant to the SOP and User’s guides, a user’s guide template and SOP Template was created for the preparation of related documentation.

Technical Writer, American Showa, Inc, Sunbury, Ohio for Adecco Engineering 8/2013 – 10/2013

In the Production Engineering Department Operation Standards to facilitate production associates are created. Research each documentation project to create preliminary outlines. Conducted digitally recorded interviews with Subject Matter Experts (SMEs) to capture content for the Operations Standards. The document development process was supervised from initiation to final approvals.

Technical Writer, Teradata Corporation, Dayton, Ohio for Pionear® Recruiting 12/2012 – 02/2013

In the Business Operations – Procurement department, Standard Operating Processes are written to capture detailed steps needed to perform each tasks. Research each documentation project to create preliminary outlines. I conducted digitally recorded interviews with Subject Matter Experts (SMEs) to capture content for SOPs. The document development process was supervised from planning to final approvals.

Technical Writer, JP Morgan Chase, Columbus, OH Robert Half Technology 4/2011 – 12/2011

In the Operations Documentation Department, Standard Operating Procedures (SOPs) are prepared to support internal functions and the use of custom software application. Research each documentation project to create preliminary outlines. I conducted digitally recorded interviews with Subject Matter Experts (SMEs) to capture content for SOPs. The document review process was supervised from planning to final approvals.

Technical Writer/Business Analyst, Sparkling Pro Cleaning Service, Dayton, OH 2/2008 – 3/2011

Based on site evaluations, professional cleaning proposals were prepared for Sparkling Pro Cleaning Service’s prospective customers.

Worked with business team leaders to capture content for standard operating processes (SOP).

Converted content from SOPs into training course materials for cleaning associates.

Create MS Visio diagrams and flowcharts.

Connect databases and data sources to\ graphical and intellectual interpretation of data.

Technical Writer, Manpower Professional at ProfitLine, Inc, Columbus, OH 8/2006 – 1/2007

For ProfitLine, Inc.’s custom software applications, several end-user software manuals and quick start guides were prepared. To capture every possible scenario that may occur during daily operations, “War Room” sessions were conducted with department managers (Ordering Team, Shipping & Receiving, and Customer Service). For each internal customer, Standard Operating Processes (SOP)s were created that documented every interdepartmental operation and function. For ProfitLines’ customer service representatives (CSR), training materials were created and training was conducted.

Project Analyst, Robert Half Technology at Interstate Gas Supply, Columbus Ohio 2/2006 – 6/2006

For Interstate Gas Supply, Inc.’s custom software applications, several end-user software manuals and quick start guides were prepared. To capture every possible scenario that may occur during daily operations, “War Room” sessions were conducted with department managers (Ordering Team, Shipping & Receiving, and Customer Service). For each internal customer, Standard Operating Processes (SOP)s were created that documented every interdepartmental operation and function. For ProfitLines’ customer service representatives (CSR), training materials were created and training was conducted.

Technical Writer, Robert Half Technology at NetJets, Inc., Columbus, OH 10/2005 – 2/2006

For NetJets Aviation – the leader in fractional aircraft purchases, detailed aircraft maintenance processes were created. As NetJets moved forward with its initiative to update its current maintenance software application with a newer more adaptable application, complete document support was provided. Using a training application software, videos demos of various software applications were created. I assisted the SharePoint administrator to input project information and enter new documents.

Develop and edit informational documentation and materials utilizing MS Visio (Org Charts, Web Content, Manual Content, Graphic capabilities); MS PowerPoint; MS Word; MS SharePoint; multiple other/homegrown document software apps.

Technical Writer, Robert Half Technology at Ashland Chemical Co., Columbus, OH 5/2005 – 9/2005

Using MSWord and Lotus Notes, processes were document to support Ashland Chemical’s company-wide software replacement initiative. Created and updated installation procedures (called Technotes) for software applications used throughout the company using Lotus Notes 6 database utilities. Processed documents that were generated by the company-wide software replacement initiative (interoffice correspondence and forms) using Lotus Notes 6 database utilities and Microsoft Access.

Create process diagrams and flow charts using Visio.

Lead Analyst, Achloche IT at Bank One, Columbus, Ohio 3/2003 – 6/2004

In the Enterprise Midrange (Server) department at Bank One (Currently: Chase Bank), operation manuals were created for Project Managers and Implementation Engineers.

As a Lead Analyst, the first four stages of a seven-stage project delivery process were implemented. The project delivery process facilitated the installation and removal of midrange servers in the Enterprise Midrange department. I served as the Site Level Coordinator for the Enterprise Midrange department as part of Bank One’s corporate-wide initiative to update hardware and software applications.

Software Knowledge and Professional Skills

Microsoft Office ™ (Word, Excel, Access, PowerPoint)

SharePoint (Platform for Business Solutions)

Visio ™

ArborText Epic Editor

Adobe Illustrator & Photoshop

Corel Draw™, Visio™ PhotoImpact™.

RoboHelp™

FrameMaker™ Plus

Quark Express™

PageMaker™

Lotus Notes™

AutoCAD™

Interleaf™ Desktop Publishing software

Working knowledge of markup languages (HTML, SGML, and XML) as well as DITA XML Data Modeling

Project Management Support documentation

Technical Writing and Editing

Technical Manual Preparation (Hardware and Software)

Business Analyst (Project Analyst, Project Coordinator)

Standard Operating Processes and Procedures

Information Mapping for ISO 9000

Presentations for product/service information and training.

Technical Illustrations (Isometric & 3D)

Scripts for Training Materials

Memberships and Professional Societies

Former Member – Society for Technical Communication

Former Member of the Society for Computing and Information Processing, Association for Computing Machinery (ACM)

References and Writing Samples are available upon request.

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