Technical Writer Project

Caryn Michelle Drovie Bolingbrook, IL ***** . 630-***-**** (home)

630-***-**** (cell) . LinkedIn: CarynDrovie . ********@***.*** (email)

CAREER SUMMARY

Detail-oriented and organized Sr. Technical Writer with over 16 years of

experience creating documentation including manual Quality Assurance

experience and Content Management using Microsoft SharePoint. My expertise

includes the option of creating a documentation plan and writing clear and

concise user, customer and system documentation that meets the customer or

client goals. By performing research analysis and information design, I am

able to translate highly complex information into easy to understand

terminology which results in users working more efficiently. My main goal

is to create documentation that enables users to perform their daily job

functions to the best of their ability. Experience working in example

industries: software, financial, government, telecommunications and

healthcare on Agile/Scrum teams.

PROFESSIONAL EXPERIENCE (refer to page 2 for consulting projects with

various dates for 2002-2014)

Intratek Computer (www.Intratek.com) Technical Writer (Knowledge Manager)

2014

Remote Sr. Technical Writer for Intratek's government client, Department of

Veteran's Administrator (VA). Project work (T4) supported the migration

from three different help desk applications to one for National Service

Desk (NSD), Computer Associates (CA) Service Desk Manager (SDM).

. Created and edited Knowledge Documents (KD's) and Standard

Operating Procedures (SOP's).

. Helped team members get established with the documentation,

standards and methodologies.

. Trained help desk personnel on how to create SOP's and KD's.

. Experience working with the VA PMAS and Propath standards.

Mantech (formerly 7delta) (www.mantech.com) Technical Writer/Quality

Assurance 2013

Remote Sr. Technical Writer/QA for 7Delta's government client, Department

of VA. Project work supported the development, production and testing of

the One-VA Technical Reference Model (TRM) website (T4).

. Created and edited various client project and internal project

documentation. Verified all documentation met Section 508 compliance

standards.

. SharePoint Content Administrator with contributor access where I

created and maintained the team project site. Created "SharePoint

How to Guide" for team members.

. Performed manual Quality Assurance functional and regression

testing. Created and edited master test plan.

. Facilitator of 7Delta Technical Writer peer group to discuss

documentation topics, such as; how to organize SharePoint uniformity

between SharePoint project sites and create style guide standards.

. Experience working with the VA PMAS and Propath standards.

Netsmart (formerly Sequest Technologies) (www.netsmart.net) Technical

Writer/Tester 2009 -2010

Sr. Technical Writer/Tester that supported the development, production and

testing of on-line help, user documentation and server installation for the

Totally Integrated Electronic Record (TIER) behavioral health product line.

Documentation reduced technical support calls and enhanced customer

satisfaction.

. Demonstrated skills in product evaluation by researching and

recommending software tools which resulted in the creation and

delivery of meaningful customer and technical documentation for

clients.

. Delivered first time on-line help for users which was demonstrated

at our company annual conference.

. Created a documentation plan that engaged management in the

technical communication.

. Performed manual software functional and regression testing for a

new Scheduler application for TIER.

Online Business Applications (www.irmsonline.com) Technical Writer /Tester

2008

Sr. Technical Writer/Tester that supported the development, production and

testing of technical documentation in the pharmaceutical, biotechnology and

medical devices industry on medical communications and drug safety.

. Created an installation and qualification manual, quick reference

guide, creation of Food and Drug Administration (FDA) validation

documentation and standard operating procedures.

. Created a user manual, testing script and system administration

manual which resulted in reduced technical support calls and

enhanced customer satisfaction.

Caryn Drovie (Home) 630-***-**** (Cell) 709-3166

********@***.*** Page 2

WorldColor (formerly Quebecorworld) (www.worldcolor.com) Technical Writer

2007 -2008

Sr. Technical Writer/Documentation Specialist that supported the

development, production and testing for the printing and logistics

industry.

. Improved training for sales personnel by creating internal business

processes for their new employees.

. Improved training for technical support employees by providing non-

technical documentation which included: user manuals, quick

reference cards and procedures.

TECHNICAL WRITER, CONSULTING THRU VARIOUS CONSULTING FIRMS

2002 - 2014

Sample clients included: Forsythe (July 2014 - December 2014), Navistar,

IBM for Caterpillar, Maximus, Dearborn National, Tekno Telecom,

PerkinElmer, Lucent, Motorola, Siemens Medical Systems and U.S Food.

Project highlights were:

. Working on a remote basis creating online help, reference manuals and

administrator guides for Forsythe's KillerIT Folio financial

applications. Assisted with manual software testing.

. Worked with a team of technical writers in a Systems, Applications &

Products (SAP) R/3 implementation for Viskase. Created and updated

system on-line help, power-point presentations, and user and training

materials for employees on how to use SAP R/3.

. Worked with a team of technical writers to create Alcatel customer,

product and system recovery documentation for their IS-634 Flexent

/AUTOPLEX Wireless Network system which used Signaling System No. 7

(SS7) technology.

. Worked with a team of technical writers to create Motorola technical

documentation for network operators, engineers and technicians on

their internal products. Documentation included system maintenance,

recommendations and operation guide for the Mobile Switching Office

(MSO), optimization, system planning, expansion, and architecture

including voice mail for their Mobile Switching Center (MSC).

. Performed quality assurance for Siemens Medical Systems and Unisys for

International Organization for Standardization (ISO9001) re-

certification process by interviewing employees and creating and

updating company procedures, policies, flow charts and work

instructions.

TECHNICAL PROFICIENCIES

Specialty Areas SAP R/3, ISO 9001, 21 Code Federal Regulations

(CFR), FDA, Section 508 compliance

documentation, Information Technology

Infrastructure Library (ITIL)

Authoring Tools Adobe Framemaker 9.0, 6.0, 5.5; Microsoft-

Office 2007, 2000, 97

Content Management System (CMS) Microsoft Sharepoint 3.0, Ektron CMS-

400.NET

Information Mapping Methodology Self taught working at Alcatel

(Lucent). (www.infomap.com)

On-line Help @ Screen Capture Adobe RoboHELP (11, 9.0,

8.0), HTML, Techsmith Snagit

Other Software CA.SDM 12.6, International Business Machines (IBM)

Rational Clear Quest Web Client, Adobe

Captivate (training only), IBM Lotus Notes,

POS (Point of sale) Structured Query Language

(SQL), Remedy, Visual Source Safe, Microsoft

Power Point, Visio

ACTIVE SECURITY CLEARANCE

Moderate Background Investigation (MBI) was granted on 6/13/13

AFFILIATION

Senior Member of Society of Technical Communication (Chicago)

EDUCATION

Oakton Community College, Associates Degree in Liberal Arts - 1985

Harper Community College, Certificate in Computer Operations - 1987

Microsoft SharePoint Services 3.0 - Virtual Training Company, (www.vtc.com)

Department of Veteran's Affair's (VA) training -Privacy & Health Insurance

Portability and Accountability Act (HIPPA), Information Security, Privacy &

Information Security Awareness, Section 508 Compliance, IBM Rational Team

Concert, Rational Requirements Composer and Rational Quality Manager.

7Delta training - QMS Awareness for ISO 9001, Doing Business with United

States (US) Government, Preventing Workplace Harassment, Code of Conduct.

Caryn Caryn Drovie (Home) 630-***-**** (Cell) 709-3166

********@***.*** Page 3

Documentation Snapshot

Documentation Tools Product Line/Project Name

Type Company

SharePoint Guide Microsoft Word Mantech Department of VA - One VA TRM,

Share Point User Guide

Test Plans Microsoft Word Mantech Department of VA -OneVA TRM

Master Test Plan

Documentation Microsoft Word Several

Plans/Release companies

Notes

On-line Help Adobe RoboHelp Forsythe KillerIT Folio Applications

Adobe RoboHelp HTML IBM/Caterpill Advanced Condition Monitoring

ar (ACM)

Adobe RoboHelp HTML Maximus CRIS (Comprehensive Rate

Information System)

Microsoft Tekno Telecom NetAnalyzer, (s)CCS, LinkQuest

Word/RoboHelp NetAlert

Adobe RoboHelp HTML Netsmart TIER Product Line

Administrator Microsoft Word Forsythe KillerIT Applications

Guide

Installation Microsoft Word Netsmart TIER Product Line

Guide

User Manual Adobe Framemaker Netsmart Forms Design

Microsoft Word OBA IRMSONLINE and SickKids

Microsoft Word WorldColor QWIPS, QWMS, LMS, TracNet

Adobe Framemaker Mediware HCLL (Hemocare LifeLine)

Adobe Framemaker Perkin/Elmer Enhanced Security Option

(21CFR)

Standard Microsoft Word/Visio Mantech/Intra Department of VA - OneVA TRM

Operating tek project, Authoring Process, QA

Procedure (SOP) and Tester Process

Microsoft Word/Visio WorldColor QWIPS, QWMS, LMS, TracNet

Microsoft Word/Visio Tekno Telecom NetAnalyzer, (s)CCS, LinkQuest

Operator Adobe Framemaker Perkin/Elmer Janus and EP3 (Evolution P3)

Automated Liquid Handling

System

ISO 9000 Microsoft Word/Power Siemens

Point/Visio Medical

Systems

Microsoft Word Unisys

Troubleshooting Microsoft Tekno Telecom NetAnalyzer, (s)CCS

Word/RoboHelp

Microsoft Word Motorola Base Site Controller (BSC)

SAP R/3 Training Microsoft Word/Power Viskase

Point/HTML

Training Microsoft Word OBA IRMSONLINE (webinar)

Materials

Microsoft Word Dearborn Prospect Automation System

National (PAS) - used for generating

quotes.

Product/Technical Adobe Framemaker Lucent Flexent/AUTOPLEX Wireless

Technologies Network

Adobe Framemaker Motorola System Guide for IDEN group

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