Technical Writer Customer Service

Kevin Cline

ROLES:

Senior Technical Writer/Editor

Technical Writer

Grant Writer

Advanced Technical Writer

Data Warehouse Documentation Specialist

Intern

TECHNOLOGY:

RoboHelp – 5 years

Microsoft Word – 20 years

Microsoft Visio – 4 years

Microsoft PowerPoint – 20 years

Microsoft Excel – 10 years

Microsoft Access – 3 years

Adobe Acrobat – 16 years

Arbortext – 4 years

SharePoint – 10 years

METHODS:

DITA (Darwin Information Typing Architecture)

SDLC

CONTACT INFORMATION

3205 West Village Lane

Springfield, MO 65807

Cell Phone: 417-***-****

Email Address: **********@*****.***

****************@*****.***

EXPERIENCE SUMMARY

Kevin Cline has worked the last 18 years as either a Technical Writer or a Grant Writer for a wide array of companies and organizations. He was able to produce procedure-based documentation for organizations by gathering information from different stakeholders within each organization. While at Jack Henry, he gathered vital information from Developers, Programmers, and Business Analysts to ensure the documentation he wrote was accurate and relevant to the end users. He has excellent interpersonal skills and is able to work well in a team environment to ensure documentation is released to customers on time and budget. As the sole writer for Applebee’s, he was instrumental in gathering the required information for writing the change guide that is used by all Applebee’s, nation-wide. He has played a vital role for multiple managers and directors within DST’s Enterprise Services as the go-to Technical Writer for multiple audit-driven projects while maintaining high standards for documentation.

CLEARANCES HELD:

Secret

Public Trust

INDUSTRY APPLICATION:

Financial Services/Healthcare Services

Point of Sales System

Non-Profit

Government contracting

Banking/Financial Services

EDUCATION:

BS in Professional Writing with a Minor in English, Missouri State University - Springfield, MO

CHRONOLOGICAL SUMMARY OF EXPERIENCE

Department of Defense (DoD) via TEKSystems August 2018 to June 2019

Senior Technical Writer

Edit documentation provided by Operators, System Administrators, Network Engineers, and Maintenance personnel concerning MCEITS development processes, Training Manuals, Guides, Service Level Agreements, and other technical documents

Compile Monthly Status Reports for Executive Managers

Compile Weekly Operations Sync presentation for Government Leads

Spectrum via Insight Global February 2018 to August 2018

Knowledge Management Writer II

Develop Knowledge Management articles for Customer Service Representative reference while providing service to Spectrum Cable customer

Update Knowledge Management articles based on feedback from customers, Business Analysts, and Customer Service Representatives

DoD via Oneida Technical Solutions December 2017 to February 2018

Technical Writer

Develop Training Plan for Communications Modernization System (CMS) for the Dominican Republican Army

Develop Logistics Plan for CMS for the Dominican Republican Army

Develop Training Manuals for Operators, System Administrators, Network Engineers, and Maintenance personnel

DST Systems via Genesis10 September 2016 to October 2017

Senior Technical Writer/Editor

Lead Technical Writer with two writers reporting to me for assignments

Develop and edit corporate wide initiative for transforming business practices

Develop and edit processes and procedures for 30 projects within Enterprise Services for a diverse audience

Develop Enterprise Services documentation template for all 300 documents

Develop and maintain Documentation Matrix for Enterprise Services

Develop strategy guides for 30 projects within Enterprise Services

Guide stakeholders through documentation development for multiple audit findings

Edit documentation developed by Technical Writers tasked in other projects

Develop Project Management documentation as needed

Develop workflow charts and process flows for multiple projects for Enterprise Services

Develop documentation repository for Enterprise Services

Dineequity via Modis June 2016 to September 2106

Technical Writer

Interview Development stakeholders for reference material

Translate technical information into easy to use information for end users

Develop written processes for POS system for Applebee’s staff nation-wide

Edit reference manual for POS system, both Front End and Back End systems

Convert reference manual for POS system from Microsoft Word to RoboHelp Online Help system

Develop Training Insert for Applebee’s staff on new developments to POS system

The Kitchen, Inc. September 2014 to December 2015

Grant Writer/Grant Management

Obtained just over 1.2 million dollars in grant donations from private foundations and government entities

Interview non-profit stakeholders for required information for grant submittals

Maintain relationships with funders for further grant reporting requirements and possible further donations

Identify and research potential grant opportunities for organization

Create Letters of Interest/Inquiry (LOI) to send to potential donors

Complete grant application as specified by potential grantor using high attention to detail

Manage grant application within organization

Create reports to the grantor as specified in grant agreement

USDA (ECS/ contract via TDI) June 2014 to September 2014

Technical Writer/Report Management

Meet with government COR for weekly or bi-weekly meetings concerning generated reports through the Access database

Translated technical information provided by Lead Technical Support Representative into more user-friendly processes for new hires

Responsible for over two hundred SOPs used at the USDA

Created/edited procedure documentation for Information Security Office (ISO) for provisioning access to USDA’s network using SharePoint

Created/edited procedure documentation for the ISO Compliance group for daily processes

Compiled information for reports pertaining to all systems that ISO provisions access to

Maintained reports for government review that dealt with request workflow

Managed seven Operations Helpdesk Technicians, monitoring progress on requests and identifying goals for employees to accomplish on a day-to-day basis

USDA (ECS/HP contract via Compass IT) February 2013 to June 2014

Technical Writer

Created/edited procedure documentation for Information Security Office (ISO) for provisioning access to USDA’s network using SharePoint

Compiled information for reports pertaining to all systems that ISO provisions access to

USDA (IBM contract via Holland Technologies, Inc.) October 2011 to July 2012

Documentation Specialist

Interviewed Developers and other stakeholders for reference material for manuals

Translated technical information provided by Developers to create more user-friendly documentation for client

Created/ edited implementation and reference documentation for data warehouse environments using Microsoft Word

Created data process flow charts and organizational charts with Microsoft Visio

Compiled and edited weekly and monthly status reports for the development team, compiled meeting minutes from multiple meetings with client

Developed implementation plan for data warehouse

Monitored Work Request Tracking System for development team

Jack Henry & Associates, Inc. July 2001 to May 2011

Advanced Technical Writer

Interviewed multiple stakeholders on development team (Developers, Programmers, and Business Analysts) to obtain information required for documentation of latest releases of software packages

Translated technical information from Developers and Programmers into easy to use reference material and how-to guides for end users in a banking environment

Played an integral part in migrating documentation from WordPerfect into Word and then later from Word to RoboHelp for online based Help system.

Created/edited reference and procedure-based documentation for bank software concerning Deposit applications, Wire Transfers, CIF information, Internet banking, End-of-Year processes, and User Fields for all applications for On-line Help system as well as printed documentation

Used an AS/400 based software program as well as an Internet-based program to gain access to software for research purposes

Created/edited installation planning guides for install teams

Worked closely with subject matter experts gathering technical information for creating new product documentation and making improvements to existing documentation

Worked in a team environment to ensure documentation release to customers

Worked with Release department to ensure documentation was delivered on time and budget to customers

Lead trainer for new employees in RoboHelp

Created new user manuals using RoboHelp and Arbortext

Edited PowerPoint presentations for National User Group conferences

Tested bank software Help system to ensure documentation was accessible to customers

Mentor in a mentoring program designed to help new employees integrate into the documentation department

Lead writer in End of Year documentation process - responsible for all End of Year documentation with one writer reporting to him

Young Marines of the Ozarks January 2001 to May 2001

Intern – Technical Writer

Developed a training manual for recruits

Developed brochures for prospective recruits

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