Technical Writer Support
Resume:
CLAIRE GUSTAFSON
Denver, CO 80246
www.linkedin.com/pub/clairegustafson
720-***-**** ********@*****.***
SENIOR TECHNICAL WRITER / BUSINESS ANALYST
Over 17 years in technical communications developing product documentation for users and
administrators of complex database software. Organized, accountable professional who works
independently or collaboratively in local or remote team environments, and concisely explains
complex information using simple and clear communication. Recognized for the on-time delivery of
high quality and technically accurate documentation, and developing solutions that improve
documentation quality and the internal processes to produce it.
Extensive experience with
• Writing and editing technical documentation in multiple disciplines.
• Planning and managing critical project components to meet established deadlines.
• Interviewing subject matter experts.
• QA experience in software development, including scheduling, testing, defect tracking and
finding resolution to complex database issues.
TECHNICAL SKILLS
OS and Platforms Windows 7, Windows XP, multiple UNIX platforms
Desktop Publishing Adobe FrameMaker, Adobe RoboHelp, Adobe Captivate, Adobe Acrobat,
Microsoft Word, PTC Arbortext
Markup Languages HTML, XML
Online Help HTML Help, Web Help
Multimedia Adobe Photoshop, TechSmith SnagIt
Other Applications Microsoft Office Suite, JIRA, UniData. UniVerse, Rational Clear Case
Methodologies Waterfall, Iterative, and Agile (Scrum)
PROFESSIONAL EXPERIENCE
ROCKET SOFTWARE, Denver, CO 1994 – 2013
Held 3 positions and promoted twice during tenure with this relational database software company
with worldwide customers and licensed installs in the automotive, academic, retail, financial services,
and telecommunications industries. Formerly IBM Corporation, Informix, Ardent and Unidata,
respectively.
Senior Technical Writing Specialist 2001 – 2013
Sole technical writer for 2 database servers. Collaborated with 19 developers, QA testers and
product owners to ensure on-time, high quality production of 55+ user manuals, release notes and
online help. Planned, developed, and revised procedural, conceptual, and reference information for
new product features and integrations, release notes, and urgent HotFix documentation.
• Reduced the number of required writers from 10 to 1 while continuing to meet required
deadlines.
• Reduced the number of documentation backlog issues from over 400 to less than 25.
• Tested new releases of databases and tools, entered defect issues when detected, and tested
the fixed software.
• Created and maintained Eclipse Help, Web Help and HTML Help and developed Captivate
interactive training modules for database tools.
Technical Writing Specialist 1997 – 2001
Collaborated with 8 technical writers to document 2 database servers. Worked with 30 developers,
QA Testers and product owners to ensure on-time, high quality production of 61+ user manuals and
release notes. Planned, developed, and revised procedural, conceptual, and reference information
for new product features / integrations, release notes for maintenance releases at 3-month intervals.
• Received high marks from Product Management VP and product owners for product quality and
meeting aggressive release deadlines in a rapidly changing environment.
• Promoted to Senior Technical Writer based on ability to successfully multitask and handle large
number of assignments with concurrent deadlines.
• Provided peer reviews for other technical writers.
• Chosen to deliver training to international audience for major new feature of database.
Technical Support Specialist 1994 – 1997
Provided technical support to external customers, vars, and internal field associates for the UniData
relational database. Used internal tracking system to track and resolve customer issues. Served as
liaison between customers and management, support groups, and the business unit.
OTHER EXPERIENCE
NATIONAL FANTASY BASEBALL & FOOTBALL ASSOCIATION, Las Vegas, NV
Provided indirect and unobtrusive assistance, guidance and supervision to keep live drafts flowing
smoothly. Maintained list of drafted players, auction "money'' and verified leagues complied with
league rules and requirements for a live draft.
EDUCATION AND PROFESSIONAL DEVELOPMENT
• 105 credit hours, English Major University of Colorado, Denver, CO
• Advanced FrameMaker
• FrameMaker Structured Writing and XML
• Performance and Training Needs Analysis
• Instructional Design and Development Workshop
• Information Mapping Structured Writing
• Indexing and Mind Mapping
• Online Captivate Essentials
ADDITIONAL INFORMATION
• Provided predictions and analysis on ESPN for Fantasy Football.
• Provided support for communications with White House Advance Team during Presidential
visits.
• Managed and performed tasks for charity and professional golf tournaments (media operations,
transportation).
• Member of Winstar Farm StableMates club (Versailles, KY) which provides information,
research opportunities and events for the thoroughbred horse racing industry. Currently providing
online help system for members.
Contact this candidate