Project Manager Customer Service

Carol Hottle

*** ******* ****** **** ( MONMOUTH, OREGON 97361

*******@*******.*** ( home 503-***-**** ( cell 937-***-****

Writer . Editor . Instructor . Project Manager

Writer, Editor, Instructor and Project Manager accomplished in producing

high-quality technical and creative copy. Expert in generating unique

solutions using audience analysis and problem-solving strategies. Managed

most projects. Used software tools for technical and marketing copy

development. Core competencies include:

Technical Writing Copy Writing Project Management Presentations

Technical Editing Copy Editing Group Dynamics

Instruction/Trainin Promotional Writing Document Analysis Systems Approach

g Document Design

Designed, wrote, and edited technical documents and new application system

documentation for IT management and technical project teams. Used system

development methodologies.

Designed, wrote, and edited instructional materials and tutorials for

computer seminars and courses.

Developed marketing copy and collateral, promotional materials, grants,

proposals, and business plans for businesses and non-profit groups.

Developed and published feature articles, press releases, reviews, and

public radio shows for non-profit groups.

Produced: end user manuals (application system, reference, installation,

operations/maintenance and hardware), documentation plans, marketing

collateral, grants and sales proposals, publicity and radio shows, business

plans, academic manuscripts, training and instructional curricula,

technical product articles and white papers, standards/policies/procedures,

surveys and questionnaires, and research reports.

Sectors: Education, culinary, the arts, human services, health insurance,

agriculture, aerospace, high technology, material and medical technologies,

manufacturing, government, non-profit, retail.

Career Experience

MARVELL SEMICONDUCTOR, Corvallis, Oregon

Technical Writer - Printing Business Unit Microchip Hardware

Documentation

July 2012 to May 2013

Generated new documents based on content for high-priority microchip

projects; updated existing documents with new content from ongoing

microchip projects; coordinated with program managers and project

engineers. Drove resolution of engineer-originated defect reports for

needed content updates and removal of backlog. Headed document process

planning meetings and created document workflow diagrams. Consulted with

engineers and other technical writers company-wide. Wrote and edited new

copy. Made recommendations for further development and improvement of the

documentation function within the business unit. Learned new technologies

as necessary.

MCCABE UNITED METHODIST CHURCH, McMinnville, Oregon

Consulting Editor Online Content Development for

Cookbook Manuscript

July 2011 to June 2012

Promotional Brochure

Analyzed and researched content; input and generated content using online

template; edited and refined copy. Coordinated with editorial committee and

content manager for submissions and refinements. Created final manuscript

file. Wrote and edited promotional brochure.

AMAZON.com, Inc., Seattle, Washington

Contract Technical Copywriter Website Copy Content

Development

January 2011 to July 2011

Researched and generated new product descriptions for BISS websites,

emphasizing Mitutoyo calipers. Created foundational copy used for standard

product description content. Refined and edited copy for website

integration. Consulted product managers and coordinated with editors,

content manager, and company consultants.

HEWLETT-PACKARD, Palo Alto, California

Contract Technical Writer and Editor Product Documentation

Development

May 2010 to July 2010

Generated new documentation (quick start guides) for HP products, including

product lines from acquisitions. Reviewed current implementation guide for

recommended restructure. Coordinated with project manager to interpret and

refine updates.

WELLPOINT (ANTHEM BLUE SHIELD), Woodland Hills, California

Contract Technical Writer and Editor Marketing Support

Provider Operations Manual--California

August 2009 to August 2010

Generated content as required for the Provider Operations Manual as part of

marketing support for Anthem Blue Shield of California. This included

updates required by the company and state regulatory agencies. Researched

existing manual chapters to insure continuity and integrity with new

content. Developed, edited, and incorporated new content in cooperation

with project manager. Prepared new versions of this manual.

KAREN NELSON GROTH, Author, Portland, Oregon

Contract Editor Book Manuscript for Publication

December 2009 to February 2010

Completed final manuscript edits for the book, Westport's Masterpiece:

Building the Grays Harbor Lighthouse 1897-98. Consulted with author on all

levels of edit and placement of photographs and other reference materials

to preserve her intention and integrity of historical research in producing

a production-ready manuscript. Included all source material, photographs,

and indices.

TYCO ELECTRONICS MEDICAL, Wilsonville, Oregon

Contract Technical Writer and Editor Quality Procedures

for System Conversion

August 2008 to February 2009

Wrote and edited new manufacturing procedures for the Agile-to-QP3 system

conversion for FDA compliance audits. Collaborated with engineers to

retrofit existing procedures. Participated with managers as a monitor for

real-time usability testing for this system conversion, using Agile for

comparative purposes. Verified new procedures using ISO and FDA

regulations. Validated and updated system documents for Document Control.

ADP, Portland, Oregon

Contract Technical Writer and Editor End User Manuals for

DealerSuite Application

April 2008 to June 2008

Generated and edited application documents (Decision Support Training

Manual, Parts Application Quick Reference Card, Service, Accounting, and

CMS guides and reference material) for the Product Information Development

group using the w.e.b.Suite R.5 product, which tracks parts, service,

vehicles, and accounting activity. Stored documents in a version-based

publishing system using QMS.

POETIC MEMORIES, Hillsboro, Ohio

Owner, Marketing, Researcher, and Writer Website Copy Content

Development

June 2006 to November 2007

Procured, appraised, and marketed all antiques and collectibles for my

online antiques and collectibles site; negotiated with customers and

shipped purchases worldwide. Researched all antiques and collectibles to

develop accurate product descriptions of items for purchase from the

website. Designed and developed marketing copy and accompanying photography

for these product descriptions. Incorporated finished product descriptions

and coordinated with domain owners on website modifications.

STARBUCKS COFFEE COMPANY, Seattle, Washington

Contract Technical Writer and Editor Customer Service

Documentation

January 2001 to March 2001

Developed and edited documentation for customer service project for multi-

level project team.

Technical Writer CAD Standards and Procedures

March 1992 to September 1992

Created initial Store Planning and Design CAD Standards and Procedure

documentation and standard CAD library input forms for use by architects

and designers in future store designs. Managed document analysis, design,

and development. Conducted needs assessments to analyze department work

flow and information. Worked with managers and architect/designer user

teams. Documented Store Planning and Design department history, including

early Starbucks history and original store designs, as reference for new

store design vision.

REGENCE BLUESHIELD, Seattle, Washington

Contract Technical Writer and Editor Multiple-Group Training

and Technical Documentation

October 1998 to November 2000

Designed, wrote, and edited new user training and technical documentation

for Data Asset Management, Claims Processing, Membership, REMAC, and Change

Management for internal and external distribution. Restructured existing

documentation. Researched information with these groups and with system

developers and IT managers to design and generate the documents. Produced

service level agreement procedures, infrastructure support procedures (for

the four-state Regence Group), ID card procedures, and validation test

procedures.

INTERNATIONAL SOURCE INSTITUTE, Mill Creek, Washington

Contract Writer and Editor Online Seminar Training

Workbook

October 1997 to January 1998

Converted career planning seminar training materials into a self-

instructional training manual for the Internet. Designed and developed this

training manual. Contributed to creating a marketing strategy for the

manuals.

MATSUSHITA AVIONICS SYSTEMS, Bothell, Washington

Contract Technical Writer/Editor/Trainer Airline Entertainment

System Training

May 1996 to August 1997

Designed and wrote in-flight entertainment systems operating procedure and

training documentation for Boeing and Airbus jets ordered by domestic and

international airlines. Developed methodology to efficiently produce

training manuals for each specific aircraft (Boeing 747, 767, and 777 and

Airbus 320 and 340). Coordinated with customers and aircraft manufacturers

to provide on-site training. Coordinated with training and software

development teams at domestic and international locations. Participated in

producing computer-based instructional tutorials. Presented interactive

group training to international airline employees.

ATL, Bothell, Washington

Contract Technical Writer/Editor, and Trainer ISO 9001 Quality

Documentation

April 1995 to February 1996

Wrote and edited ISO 9001 documentation for the Service Operations

Engineering group to qualify for the ISO 9001 certification. Collaborated

with Service Operation management and personnel to create a plan for future

documentation. Merged documents from acquired companies. Developed and

participated in TQM training.

METRO/KING COUNTY, Seattle, Washington

Contract Technical Writer/Editor Sewer Facilities Management

Annual Plan

April 1994 to November 1994

Wrote and edited the annual plan for the Facilities Management group.

Coordinated with management to conceive and design the plan with audience

assessment and secured plan acceptance by Facilities Program managers.

Collaborated with individual Facilities Program managers to develop their

contributions and to publish the plan. Conducted all necessary intra- and

intergroup communications to support the plan, including field visits and

conflict resolution. Administered follow-up survey.

MICROSOFT CORPORATION, Redmond, Washington

Contract Technical Writer UNIX Documentation for

Networks Group

April 1991 to July 1991

Wrote UNIX documentation for the Networks Group. Developed written program

and system specifications documents for Bell Labs programmers. Interfaced

with management, writer, user, and document production groups.

Contract Technical Editor Macintosh QuickBasic

User/Reference Manual

April 1988 to July 1988

Edited this user/reference manual for the Languages User Education Group.

Managed project writers and edited additional material written to complete

the project. Developed and implemented project-specific needs assessments

and communication strategies for all former and current project

participants, including software developers and document developers.

Coordinated with production personnel to produce publication copy within

strict due dates.

THE BOEING COMPANY, Seattle, Washington

Contract Technical Writer Application System

Documentation

August 1990 to January 1991

Collaborated with system and programmer analysts to write program and

system specification and end user documents. Developed end user

documentation and procedures for the SMARTS system to control sheet metal

manufacturing costs with management, user, and document production groups.

Contract Technical Writer Company Magazine and

Newsletter Articles

January 1991 to April 1991 Retirement System

Documentation

Wrote and edited company internal magazine and newsletter articles and

contributed to creative department projects. Developed and retrofitted

personnel system documentation and analyzed work flow using the DSDD system

development methodology. Collaborated with system and programmer analysts

to write program and system specification documents.

Contract Technical Writer Interiors Automation

Documentation

January 1988 to April, 1988

Wrote and edited operations and maintenance manuals, specifications, and

presentations for the Interiors Automation Group Supported engineers and

management in writing operations and maintenance manuals, specifications,

and presentations. Researched manufacturing floor projects, including

robots.

SUNDSTAND DATA CONTROL, Redmond, Washington

Contract Technical Writer Application System

Documentation

July 1988 to July 1989

Developed documents to comply with DOD MIL-SPEC 2167. Worked with project

engineers to develop program and system specifications documents and user

manuals, including forms to verify essential technical system and end user

inputs. Wrote software documents and end user manuals for ACARS (ARINC

Communications Addressing and Reporting System) and the FDR/FA (Flight Data

Recorder/Flight Analyzer System) to monitor flight performance of U.S. Army

Apache (AH-64) and Blackhawk (UH-60) helicopters.

Technologies

Word 2007, 2010 Framemaker 8, 10 MS Outlook Photoshop CS5

Visio 2007, 2010 Rational Clearcase Adobe Acrobat Blackboard/Moodle

Powerpoint 2007, SharePoint Windows Captivate

2010 Snagit Extranet HTML

Excel 2007, 2010

Education

Master of Arts, English and Nonfiction Writing

University of Minnesota - Minneapolis, Minnesota

Bachelor of Arts, English

Miami University - Oxford, Ohio

These degree programs included courses in technical, business,

journalistic, and creative writing, linguistics, literature,

instructional design, computer science, and the performing arts

(drama, music, and dance and movement). Equivalent minors in

linguistics and dance. Instructor in professional and technical

writing during masters' degree completion.

On-the-job training in sales, computer languages, system development

methodologies, editing, quality assurance, and indexing. Adept at

learning new software.

Contact this candidate