Project Management Supervisor

Joshua Hancock

**** *. ******** ****** / *********, WI 53211

262-***-**** / ********@***.***

Objective Technical Writing position. Will contribute to departmental goals through proven leadership,

effective teamwork skills, innovative problem solving, well-developed writing and editing,

knowledge of project management, experience with customer interaction and comprehensive

understanding of research and analysis.

Education University of Wisconsin-Milwaukee Major GPA: 3.8/4.0

Bachelor of Arts in English, May 2014 Certificates: LGBT Studies

Professional and Technical Communication Focused Studies

• Drafted and analyzed reports, memos, proposals, manuals, specifications and instructions.

• Focused on best practices concerning tone, style and rhetoric when writing and editing.

• Designed visuals for projects or stand-alone use through Adobe InDesign

• Practiced project management in all stages, directed teams to complete projects.

• Utilized research gathering methods such as interviews, focus groups and surveys.

Experience University of Wisconsin-Milwaukee Help Desk August 2011 – Present

Call Center Lead Supervisor- Held previous positions Shift Supervisor and Tech Consultant

• Coordinate Call Center team to ensure client satisfaction

• Maintain Help Desk documentation including evaluations, handbooks, internal web content

• Edit/create software and application documentation for internal and external use

• Designed style guides for efficient and effective internal/external knowledge articles

• Led Knowledge team on four-week streamlining of 127 knowledge articles for new system

• Supervise creation of knowledge articles, provide feedback and collaborate with SME

• Wrote and designed trainings for new and returning consultants, supervisors and technicians

• Created the most positively reviewed training for 25 consultants during their orientation

• Oversaw the initiative to improve the quality of shift reports written by supervisors

University of Wisconsin-Milwaukee Writing Center August 2012 – Present

Writing Tutor

• Teach students to practice strategies focused on personal development of style and voice

• Advise on grammatical use, sentence structure and standard American English conventions.

• Assist in helping writers cite material properly and determine where research is necessary

• Guide writers through creating essays, outlines, resumes and research projects

• Specialize in technical writing; help writers develop memos, reports and documentation

• Consulted with eighty writers during two semesters with only positive feedback

Jean V. Naggar Lit Agency, Milwaukee WI June 2012–August 2012

Publishing Assistant to Elizabeth Evans

• Assessed over 100 queries a day, analyzing each for quality and grammatical perfection

• Researched publication trends and data to provide evidence about potential authors

• Evaluated manuscripts’ strengths and weaknesses in order for publication consideration

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Skills Experience with standard office equipment, computer equipment and computer hardware

• Proficient with Adobe InDesign, Microsoft Office Word and PowerPoint

• Familiar with HTML, CSS, Content Management Systems, Wikis, ITSM and ITIL

• Knowledgeable of writing standards; APA, MLA, Chicago style; Single-Topic authoring

• Familiar with Agile Software Development

• Learning Microsoft Excel, Access, Visio, Publisher, Sharepoint, Adobe Creative Suite,

Adobe Technical Communication Suite, and ServiceNow applications

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