Technical Writer
Resume:
Summary
. Experienced Project Manager with ability to manage multiple tasks with a
diverse skill set
. Knowledgeable Business Analyst providing administration and support for
SharePoint Server, policy and procedures development for technical
operations and helpdesk support
. Extensive troubleshooting abilities with focus on best practice for
quality IT problem resolutions
. Excellent managerial and supervisory skills
. Accomplished liaison with responsibilities of daily running and
management of a call center
. Design and conduct training and development programs to improve
individual and organizational performance
Experience
Assurant Specialty Properties
Senior Technical
Writer F
ebruary 2008 to August 2013
. Compose and author procedure manuals, user guides, notifications, memos
on changes to processes and procedures and various templates and
presentations
. Collaborate with Subject Matter Experts (SMEs), analysts, managers and
team leads to obtain the necessary requirements for documentation
. Review business requirement documents to gather information to include in
documentation
. Create well-structured, concise guidelines from information gathered via
subject matter experts
. Create grids, tables, charts, job aids, training, policy and procedure
manuals
. Analyze information provided by various groups to assist in production
and maintenance of manuals
. Edit technical writing of co-workers, managers and other associates
. Create policy/procedure memos and other related, required correspondence
using RoboHelp
. Utilize writing/editing skills as required for drafting content as well
as for online HTML formatting using Microsoft FrontPage
. Consult with department managers to gather all current documentation,
work with them to get proper formatting so documents can be posted to
SharePoint and other required systems/formats
Elsevier Science
Technical
Writer
January 2007 to January 2008
. Work with product teams and business analysts to understand user needs
and wants in relation to application and documentation
. Collaborate with product teams and business analysts in gathering and
documenting requirements
. Review business requirement documents to gather information to include in
documentation
. Create well-structured, prototypes, screens, and reports using Robohelp
and FileZilla
. Create a wide array of documentation, which includes grids, tables,
charts, job aids, user guides, training guides, quick references and
online help
. Compose documentation to assist in the marketing of e-Learning courses
within the healthcare industry
Experience
Pipeline Data, INC
Technical Support Supervisor July 2006 to November 2007
. Supervised e-commerce help desk and customer service departments
. Developed training models for help desk representatives using MS Project,
Outlook and SharePoint services
. Provided technical product support for e-commerce clientele, developed
and implemented new systems, procedures or working practices to improve
customer service efficiency
. Set-up monitoring tools TASK manager for call center creating call
center scripts for inbound and outbound calls
. Responsible for the creation of Business Requirement Documents (BRD)
using Visio
. Maintained and revised Application Program Interface (API) documentation
for integration compatibility of e-commerce product
. Performs advanced troubleshooting of small to large scale using specific
e-commerce interfaces
Primerica Shareholders Services
Senior Operations Analyst/Training
Coordinator December 1997 to June 2006
. Created systems development, systems support and training requirements
. Managed system transition from testing to production on a long term
operations sustainment
. Implemented department-wide system risk management program and evaluated
testing effectiveness of disaster recovery plan for the company
. Developed an emergency evacuation procedure for maintaining and
exercising recovery plans for business units
. Responsible for creating and maintaining the breaking news section in an
intranet help desk support system for a large Call Center using
Macromedia Flash, Stellant Content Management Software, Adobe Acrobat and
Macromedia Dreamweaver
. Conducted a comprehensive auditing review of external departments print
. Managed projects related to the company's internet asset management site
. Developed training curriculum for the securities division using Microsoft
Word, PowerPoint, Adobe Acrobat and InfoMap applications
. Assisted in review and development of workflow analysis of various
department systems and procedures
. Establish projects priorities and scheduled release dates for use-case
and test plan development for implementation of new business system
. Analyze information obtained from management to conceptualize and define
operational problems
. Collaborate with others to ensure successful implementation of problem
solutions
. Assess training needs through surveys, interviews with employees, focus
groups, or consultation with managers, instructors, or customer
representative
Certification
Basic Life Support (BLS)
. National Registered Certified Medical Assistant (NRCMA)
. Certified Nursing Technician (CNT)
. Traction Management
. Florida Guardian Ad Litem Program
Education
University of
Phoenix
.Atlanta, GA
Masters Degree: Health
Administration
. May 2012
Clark Atlanta
University
Atlanta, GA
Bachelors Degree: Biology/Medical
Technology May
1988
Ecedro Wesselhoft
3877 Turtle Run Blvd ( Coral Spring, FL 33067( Telephone 305-***-****(
*******@*****.***
Ecedro Wesselhoft
3877 Turtle Run Blvd ( Coral Spring, FL 33067( Telephone 305-***-****(
*******@*****.***
Ecedro Wesselhoft
3877 Turtle Run Blvd ( Coral Spring, FL 33067( Telephone 305-***-****(
*******@*****.***
Contact this candidate