Technical Writer Project Manager

JOAN JANES

**-** ***** ****** ****, #***Home: 416-***-**** Cell: 416-***-****

Ajax ON L1S 7K7 Email: *******@********.***

PROFILE

Senior Technical Writer with extensive experience in documenting IT business applications,

processes, policies and procedures.

Proven track record in producing clear, concise and well structured material for various

audiences and methods of delivery:

Online Help User GUI, web-

guides based

Reference Online Quick

manuals tutorials reference cards

Successful in using the Edmond Weiss methodology to complete technical writing projects that

deliver cost savings in technical support and training expenditures.

Team player with excellent communication, interpersonal and collaboration skills and a

demonstrated ability to effectively manage projects and teams.

Strong training and presentation skills with a successful background in teaching, training and

mentoring in professional environments and post-secondary education institutions.

PROFESSIONAL EXPERIENCE

CIBC • Toronto, ON FEB 2015–MARCH 2015

SENIOR TECHNICAL WRITER (CONTRACT POSITION)

Wrote procedures for an application for internal users (Word).

Wrote short branch procedures, posted on SharePoint for branches for branch and online clients.

Did the technical writing for news messages/announcements, updates, and offers, posted on

SharePoint, for branches for branch and online clients.

CIBC • Toronto, ON SEP 2014–DEC 2014

SENIOR TECHNICAL WRITER (CONTRACT POSITION)

Wrote several bank and system procedures for back office processing for a mortgages and line of

credit combination product, from customer application through to customer payment – scheduling

project and obtaining information from a Subject Matter Expert (SME), collaborating with a

technical writer, and writing to CIBC documentation standards (Word and pdf, Sharepoint).

Did the technical writing for 2 sets of bank and system procedures for INTRIA – 1 set for

Regional Returns and Exceptions and another set for central group’s Sundry items – scheduling

project and obtaining information from Subject Matter Experts (SMEs), collaborating with learning

designers and technical writers, and writing to CIBC documentation standards (Word and pdf,

Sharepoint).

FIRST CAPITAL REALTY • Toronto, ON Jun 2012–Aug 2014

SENIOR TECHNICAL WRITER (CONTRACT POSITION)

Wrote user and some process documentation (Word and pdf).

Developed documentation standards.

Developed templates for SOP manuals with table of contents feedback from IT SMEs.

Performed information analysis for website and for GUIs for business applications including for

customized Microsoft Dynamics CRM.

Did technical writing, with SMEs in IT, for maintenance user guide and maintenance processes

documents.

Designed some user documentation standards, based on workflow process and procedures, for

Wiki (Word, SharePoint).

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BEVERTEC INC. • Toronto, ON Oct 2005–Jan 2006; Sep–Nov 2009; & Mar–Jun 2012

DOCUMENTATION PROJECT MANAGER, TECHNICAL WRITING (CONTRACT POSITIONS)

Wrote documentation and developed standards for business applications; wrote standards

manual; trained technical writer (Word and pdf).

Collaborated with the IT developer and business analyst, performed information analysis,

designed the GUI and did the technical writing for user guides and system administration

manuals for a web-based international banking application.

Developed documentation and web-based application GUI standards.

Wrote or updated an extensive set of manuals for a multi-module, international banking and

credit card application for an IT and business audience, managing project with support from an

assistant technical writer.

ONTARIO POWER GENERATION (OPG) • Pickering, ON May–Jul 2006

SENIOR TECHNICAL WRITER (CONTRACT POSITION)

Designed and did the technical writing for release notes as a handy, pocket-sized booklet for a

multi-module, work management application for all OPG nuclear employees, encompassing

several thousand office and plant workers (Word).

• Updated the online Help for the work management application for internal website delivery

(RoboHelp).

HUMBER COLLEGE/GEORGE BROWN COLLEGE • Toronto, ON Apr 2003–Dec 2005

CURRICULUM DEVELOPER / TECHNICAL WRITING AND ENGLISH INSTRUCTOR (CONTRACT POSITIONS)

Developed “Foundations of Technical Writing” and “English Grammar for Editors” courses.

Taught “Foundations of Technical Writing”, “English Grammar for Editors”, “Technical Writing I”

and two essay writing and grammar courses.

IMPERIAL OIL LIMITED • Toronto, ON Oct 1994–Mar 1995 & Sep–Oct 2000

SENIOR TECHNICAL WRITER (CONTRACT POSITIONS)

Did the technical writer as the sole writer, produced an Intranet user guide and set up

documentation standards for a human resources reporting application (Word).

Collaborated with engineering, packaging and business personnel to flowchart and write ISO

9000 certification process and procedures manuals for the Lubes and Specialties Division

(Word).

WORKPLACE SAFETY and INSURANCE BOARD (WSIB) • Toronto, ON Apr–Nov 2001

DOCUMENTATION PROJECT LEADER, TECHNICAL WRITING (CONTRACT POSITION)

Performed data modeling of Problem Management business process flows, under Systems

Architects. Used Ptech Framework (case tool) in Zachman Framework, for ultimate transference

to intranet to IS audience (Ptech Framework).

With Problem Management Coordinator as SME, managed project as the sole writer while

establishing documentation standards and structuring project, using roles, colour coding and

swim lanes, for intranet delivery (Adobe Professional).

IVANHOE CAMBRIDGE • Toronto, ON Nov 1998–Aug 2000

DOCUMENTATION PROJECT MANAGER, TECHNICAL WRITING (CONTRACT POSITION)

Reporting to the Manager of Development for this market leading real estate company, did the

technical writing and production for an online Help system for network delivery, with 3-tiered,

context-sensitive Help for two leasing applications sharing one database (ForeHelp [similar to

RoboHelp] and Word).

Designed online Help to convert to modular-structured, customized user guides at the press of a

button.

Wrote comprehensive training guides and system administration material.

Collaborated with SMEs, e.g., developer, system architect, business analyst and system

administrator in providing quality assurance on the GUI.

Authored standards manual and set up documentation and online Help standards (Word).

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ONTARIO MINISTRY of HEALTH and LONG-TERM CARE • Toronto, ON Jun–Nov 1998

SENIOR TECHNICAL WRITER (CONTRACT POSITION)

Established documentation standards (Word).

Wrote user guide and training material for an internal, long-term care facility database application

for province-wide delivery (Word).

THOMSON CARSWELL • Toronto, ON Jun 1995–Apr 1996

DOCUMENTATION PROJECT LEADER, TECHNICAL WRITING (CONTRACT POSITION)

Led a legal infobase applications project targeted to lawyers and accountants. Collaborated with

developer and legal subject matter experts to produce a series of coil-bound user guides (Word).

Wrote training and system administration material, and extensive standards manual for

intermediate technical writers, and established documentation standards and templates.

SWISS BANK CORPORATION • SENIOR TECHNICAL WRITER/TRAINER (CONTRACT POSITION) Jun 1989–Mar

1990

CANADIAN DEPOSITORY for SECURITIES LTD. • MANAGER, DOCUMENTATION

DEPARTMENT/SENIOR TECHNICAL WRITER Oct 1986–Dec 1988

BANK of NOVA SCOTIA • TECHNICAL WRITER (CONTRACT POSITION) Apr–Oct 1986

GELLMAN, HAYWARD & PARTNERS LTD. • DOCUMENTATION CONSULTANT NOV 1985–Apr 1986

NORTHERN TELECOM CANADA LTD. • TECHNICAL WRITER (CONTRACT POSITION) Jul 1984–Jan1985

RELATED PROFESSIONAL EXPERIENCE

CONSULTANT 1990–Present

SENIOR TECHNICAL WRITER/APPLICATION DESIGNER/EDITOR

Designed and implemented application relating to vendor and customer database, order entry

and payroll (FileMaker Pro). Wrote documentation and trained end users.

Developed and maintained an order entry database application to automate a small business in

the health industry (FileMaker Pro). Wrote documentation and trained end users.

Mentored students and technical writing professionals.

Edited non-fiction books and magazine articles in collaboration with authors, publishers and

graphic artists.

Wrote user documentation, procedures, articles, annual report, Y2K business communications

documents, documentation processes and documentation evaluation for various software houses

and other smaller companies.

EDUCATION

MASTERS in EDUCATION, LINGUISTICS • University of Toronto

BACHELOR of ARTS, ENGLISH • University of Toronto

“Writing Usable User Documentation” Certificate • Edmond Weiss course

PROFESSIONAL AFFILIATIONS

Member, Mississauga Chinese Business Association 2010–2011

Coordinator, Communication Mentorship Program • Society for Technical Communication (STC)

2005–2008

Member, Advisory Committee: Technical Communications Program • George Brown College

2003–2005

Co-chair, Training Special Interest Group • STC 1987–1988

Associate Editor, Communication Times newsletter • STC 1986–1988

Member, Program Committee • STC 1985–1986

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