Customer Service Content
Resume:
To Whom It May Concern:
You may have heard the quote by J.C. Watts: "Character is doing the right
thing when no one is looking." This is the type of work ethic in which I
believe.
I have written training and technical documentation for companies like
AT&T, SunTrust, Cbeyond and Cox Communications, as well as many smaller
companies in many different industries. I have extensive experience in
technical documentation for infrastructure. I can translate concepts into
effective communication, create ideas and content based on research, work
close with technical departments to successfully deliver the desired
objective. I have excellent writing skills and attention to detail and have
uncommon ability to contribute actively to strategic brainstorming,
campaign development, creative brief development and creative execution.
My combined experience in technical writing, editing, content management,
web content copy writing, creating user guides and highly technical
documentation gives me an edge. I am a persistent and persuasive person who
finds answers where others cannot.
Please see my resume for your review. Your company has a wonderful
reputation and I would like to discuss how I can be a valuable asset to
your company. You can contact me at 404-***-****, or via email at
ada.burch@gmail.
Sincerely,
Ada Burch
ADA BURCH
205 Melinda Lane, Woodstock, GA 30188
***.*****@*****.***
PROFESSIONAL SUMMARY
Professional technical writer with extensive experience in infrastructure
documentation, editing, technical writing, and web content. Proficient in
HTML,MadCap Flare, CQ5, RoboHelp, Dreamweaver, XMetal, Teamsite, Boss,
Vingette, and Sharepoint. A persuasive and persistent person with strong
negotiating skills, resourcefulness, and creativity. Recognized for
ability to easily explain technical products and programs and build
trusting relationships.
PROFESSIONAL EXPERIENCE
INGENUOUS MED, Atlanta, GA 7/2014-
9/2014
Technical Writer
Contracted to prepare and write $100,000 proposal for the Imagine software
to be integrated in the TeamHealth information systems. Also worked with
Software development team to outline and create a full documentation plan
for future software releases.
. Prepared documentation pertaining to programming, systems operation
and user documentation.
. Translated business specifications into user documentation.
. Plans, writes, and maintains systems and user support documentation
efforts, including online help screen.
CRICKET WIRELESS (AIO WIRELESS), Atlanta, GA 10/2013-
6/2014
Technical Writer, contract
Supported the Digital Content Team Lead in content development,
organization, and management of content as it pertains to emerging business
distribution and merger. Manage the editorial process for website content
within an integrated web development team.
. Created and wrote the style guide, best practices, QA process and all
training material for content team to ensure a consistent voice across
content types during the $1.19 Billion merger. Style guide and best
practices were also used in marketing department and IT.
. Worked closely with web team members, business stakeholders, clients,
internal and external testing teams, development teams and vendors to
ensure site content meets objectives for merger messaging.
. Supported on-going, multi-team initiatives that directly impact the
objectives of the Mobility organization.
. Helped execute the editorial strategy for website content, including
descriptive content, information, nomenclature, headlines, visuals,
rich media and presentation materials.
IRREVO, Atlanta, GA 03/2013-
10/2013
Technical Writer, contract
Identified business requirements around content and knowledge management on
an organization and process level and worked to develop knowledge and
expertise in multiple areas relating to such requirements.
. Worked with groups and subject matter experts throughout organization
to support individual and local information search and retrieval
needs.
. Worked with clients to establish business objectives for technical
content projects
. Performed content gap analysis on current state procedures and
policies to develop future state and single set of process and
procedures. Created infrastructure documentation.
. Defined and document Knowledge Management processes, procedures, and
identify/track measures
. Participated in the design and configuration of the knowledge
management tool
COX COMMUNICATIONS, Atlanta, GA 03/2012-
2013
Sr. Digital Writer/Technical Editor, contract
. Produced various deliverables, including product guides; quick start
guides, context-sensitive online help in various formats, and more
advanced deployment and design guides.
. Wrote user guides, reference guides, quick reference materials, and
training video scripts.
. Developed clear, concise content for the organization's
infrastructure. Created technical documentation around web security
and firewalls.
. Reviewed elements of web site design from a usability perspective to
ensure alignment with overall marketing objectives, including
ecommerce & web advertising.
. Uploaded content to Cox website via Teamsite
ADA BURCH, PAGE 2
LIAISON TECHNOLOGIES, Atlanta, GA 10/2011-
03/2012
Sr. Writer/Technical Editor, contract
Brought in as Technical writer for Merck Webmethods project, promoted to
technical editor within a month, continued to complete technical editing
and writing tasks until project ended.
. Technical writing, infrastructure documentation, and Software
Development Lifecycle, including but not limited to QA documentation,
and user Guides, collaborating with QA, developers, and architects.
. Worked with software developers, engineers and cyber security experts
to create highly technical documents to create and update technical
documentation such as user and system administration guides as well as
operations and maintenance instructions for multimedia or network
solutions.
. Worked with the marketing and technical departments to create
technical copy that is useful and easily understood by engineers,
software developers and executives.
SUNTRUST, Atlanta, GA 01/2011-
08/2011
Technical Editor, contract
Edited, Wrote and developed technical training content and user guides for
Channel-link, used by 30,000 associates to support multiple enterprise-
level process and application implementations for Sun Trust University.
. Wrote and edited complex technical documentation, including user
manuals, job aids, installation instructions, technical
instructions/bulletins, and other technical publications from document
plans and style guides.
. Worked with subject matter experts, developers, architects, product
managers and instructional to develop end-user manual, instruction
sheets and other technical documentation for custom application.
. Developed templates for team to use for training modules.
AT&T, Atlanta, GA 03/2010-
01/2011
Technical Content Manager, contract
Brought in as a contractor to assist with migrating a large volume of
content from the BOSS on line reference tool to My CSP for the DSL (Digital
Subscriber Line) channel as well as all internal process and end user
manuals.
. Utilized strong writing and editing skills, comparing articles side by
side and line by line to make sure all style guide standards were met.
Worked with subject matter experts, developers, architects, product
managers and instructional designers.
. Worked with subject matter experts, developers, architects, product
managers and instructional to develop end-user manuals, instruction
sheets and other technical documentation for custom application.
. Performed web content management making sure all links, photographs
and attachment in article were working and relevant to topic of
article.
EDISON BURCH AGENCY, Atlanta, GA 03/2008-
03/2010
Owner/Technical Copy Writer
Full Service technical writing agency where I used over 15 years experience
in technical web content and copy editing, web content management, and
strong creative ability to create dynamic web manuals, user guides and
technical documentation for ecommerce clients.
. Complete project management experience from inception to completion
including but not limited to, first meetings with clients,
business/requirements analyst for web, contracting web designers,
creating customer service specific web content, pricing negotiations,
creating project timelines and proposals, writing content, getting
approval for all project pieces.
. Wrote and edited for Software Development Lifecycle, including but not
limited to QA documentation, user manuals, job aids, installation
instructions, technical instructions/bulletins, and other complex
technical documentation.
. Researched technical and engineering information, including drawings,
design and test specifications, product prototypes, and interviews
with subject matter experts. Complete and expert use of all Microsoft
Suite programs.
. Created marketing copy and web content for clients such as Kinder
Morgan, Mailsort, Automated Control Products/ThinManager, Field Media,
www.cdhcsolutionsforum.com, Tom Rice (political campaign), Linda and
Jim Carsten (political campaign), DigitalDoorknocker.com, Home
EquityLoans, AdzZoo.com, Factoidz, and BestTuition.com
ADA BURCH, PAGE 3
Clear Channel Radio, Atlanta, GA 02/2007-
03/2009
Technical Webcontent Editor /Newscaster
. Wrote content for station website including blogs, PSA's promotional
events and general information.
. Wrote all material connected with show including but not limited to
commercial and sales copy, promotional liners, online blog and other
marketing material for sales and creative department as needed
FTRANS, Atlanta, GA 02/2007-
03/2008
Technical Web Content Writer
Created and wrote technical documentation for their financial software and
marketing materials as needed including web content, and product reviews.
. Created marketing material as clients needed it. Wrote proposals and
made presentations to small businesses and banks, Wrote web content
including blogs, news updates and press releases.
. I worked on Framemaker, Word and created user guides.
. Create and update user guides, technical manuals, online help, and
other forms of documentation for a variety of target audiences.
ABC Broadcasting, Atlanta, GA 06/2005-
02/2007
Technical Web content Writer/Newscaster
. Wrote content for station website including Current events, blogs,
PSA's promotional events and general information.
. Wrote, edited and recorded up to the minute newscasts in a concise
conversational manner insuring listener satisfaction
. Recorded daily headlines and business news. Recorded audio books.
. Recognized for ability to edit and deliver news text for Associated
Press, Newsweek, Dow Jones, Business Wise, and The Wall street
Journal, while maintaining newscasts that interested the subscriber
and encouraged information agencies to support the business.
union Federal Mortage Corp, Nanuet, NY 06/2002-
06/2005
Residential Loan Officer
. Responsible for originating prime, subprime, jumbo, FHA, blanket and
construction loans.
. Completed purchases, refinances and HELOCS from inception to
completion, starting with negotiating with clients, to assisting at
the closing table.
. Worked with attorneys, real estate agents, CPA's and other referral
sources to consistently bring in new business.
. Handled a pipeline of over 5.5 million is loans at any given time and
mortgages up to 3.5 million.
PROFESSIONAL DEVELOPMENT AND EDUCATION
Lowndes County Department of Education, Lowndes County, GA - Substitute
Teaching Certificate
Auto Cad Valdosta Technical Institute, Valdosta, GA - AutoCad Certificate
Valdosta State University, Valdosta, GA - BS in Business Administration
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