Customer Service Technical Writer

Highly-accomplished Technical Writer with solid background in creating

technical documentation and user manuals for various industries. Career

track of working on multiple large-scale projects simultaneously while

adhering to strict guidelines and standards within a deadline-driven

environment. Able to work autonomously with minimal supervision; utilize

complex problem solving skills to resolve issues effectively and

efficiently. Adept at learning new software and applications quickly.

Strong verbal and written communication, editing, time management and

organizational skills.

Professional Experience

Core Strengths

. Background in writing and editing technical documents, including user

manuals, white papers, annual reports, presentations, tutorials and

web content.

. Extensive experience in structuring technical writing/documentation

projects while ensuring accuracy.

. Able to transform technical information into detailed documentation.

. Solid research and analysis skills; adept at identifying pertinent

information required for documentation.

. Excel at conferring with colleagues and subject-matter experts to

acquire information, identify relevant data and compose documents that

are clear and user friendly.

. Utilize extensive knowledge of English language to produce

professional and technical materials.

. Strong technical skills; leverage knowledge and experience with broad

range of technical software/applications.

. Proactively review all completed materials and recommend revisions or

changes in scope, format and content.

. Select appropriate illustrations for material, including drawings,

diagrams, charts and graphs.

. Technical skills include: RoboHelp, Microsoft Windows, Snagit, Adobe

FrameMaker, Adobe Acrobat, Interleaf, Visio, SharePoint, Microsoft

Office, HTML, ForeHelp, WinHelp, CorelDraw.

Career Highlights

. Successfully translated application specifications, updated/edited

Technical Reference Manual and created/edited online user

documentation for Payroll application while at ADP; promoted to Senior

Technical Writer.

. Composed and edited Office of Environmental Health and Engineering

documents that were published and distributed to Indian Health Service

Headquarters and tribal councils.

. Created/published standard and project document templates for field

staff; trained staff on technical writing.

. Created operator instruction manuals using FrameMaker; edited Internal

Procedures and Controls submission documents for Bally's Multi-Area

Progressive System.

. Consulted as a Technical Writer for various projects using Microsoft

Word as an authoring tool; projects included Gateway Computer server

build documentation; and ADT Security documentation template and web

order manual.

. Analyzed current business processes and made recommendations based on

the analysis for a national Internet Service Provider in Englewood,

Colorado.

. Created single-source documentation in an ISO 9000 environment for

Payroll and Customer Service Management System software using

Interleaf 5.

Professional History

Senior Technical Writer ADP DEALER SERVICES, Portland, OR 2007 to 2014

Technical Writer INDIAN HEALTH SERVICE, Portland, OR 2005 to 2006

Technical Writer BALLY GAMING & SYSTEMS, Las Vegas, NV 2004 to 2005

Technical Writer VENETIAN RESORT HOTEL AND CASINO, Las Vegas, NV 2004

to 2004

Technical Writer ABSOLUTE ENTERPRISE SOLUTIONS, INC., North Bend, OR

1999 to 2002

Technical Writer STELLCOM, San Diego, CA 2000 to 2000

Technical Writer J.D. EDWARDS WORLD RESOURCE COMPANY, Denver, CO 1995

to 1999

Technical Writer COMPREHENSIVE SOFTWARE SYSTEMS, Genesee, CO 1995 to

1995

EDP Technician - Documentation FEDERAL DEPOSIT INSURANCE CORPORATION,

Denver, CO 1993 to 1995

Education & Professional Development

Bachelor of Arts, Advertising and English School of Journalism, DRAKE

UNIVERSITY, Des Moines, IA

Holistic Nutrition Specialist Certificate SOUTHWEST INSTITUTE OF HEALING

ARTS, Tempe, AZ

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