Technical Writer Training

Nathan Miller

**** ******** ***** . ******** . ** . 75070

Cell - 805-***-****

E-mail – *********@*****.***

http://www.linkedin.com/in/nmiller71

INFORMATION TECHNOLOGY TRAINING AND DELIVERY PROFESSIONAL

Results oriented with strong Information Technology experience across a broad range of IT support services. Proven ability to effectively support multi-faceted IT functions in fast-paced, challenging environments. Expert in many industry standard software suites and packages (MS Office, Adobe CS, Captivate, Breeze, SharePoint, Snagit, Visio).

SUMMARY OF QUALIFICATIONS

COMMUNICATIONS EXPERT: In-depth knowledge of communication best practices including multi-faceted deliverables. Demonstrated strengths in conceptualizing and producing engaging deliverables which meet the requirements of all different customer and user levels. Able to balance risk versus reward regarding communication decisions and the business impact.

QUICK LEARNER: Recognized for quickly learning and understanding supported technology with minimal supervision. Well developed skills in seeking latest trends and solutions through independent research and strong relationships with subject matter experts. Motivated self-starter.

BUSINESS PARTNER: Proven success in strategically partnering with all levels of organization in pursuit of designing, implementing, and re-engineering IT best practices in support of business goals and objectives. Recognized for exceptional interpersonal and diplomacy skills/relationships. Proactive initiator, solutions driven.

PROFESSIONAL EXPERIENCE

Corptax July '12 – August - '15

Corptax is a client driven corporate tax technology company that transforms the business of tax through technology and business

process expertise. Corptax provides the market’s only single platform solution that optimizes performance across the entire

corporate tax lifecycle.

Manager, Technical Communications

Involved with all aspects of the Technical Communication department, including administration of policies and

procedures, department governance, management of human capital, and creation of project scope. Core focus included

increasing the user’s understanding and utilization of Corptax products, as well as designing, planning and

implementing technical documentation deliverables while ensuring the information remains client focused.

Knowledge management certified

Created RFP process of gathering information from various SMEs, polishing RFPs for distribution and repurposing content by housing RFP information in a knowledge-based platform

Developed information to conform to approved project plans

Oversaw and influenced information development across the organization

Pursued content management and emerging technologies

Monitored maintenance of style guidelines

Ensured information is developed in various formats to meet customer needs

Oversaw management of assignments across all products

Improved productivity across the organization

Analyzed and implement process improvement opportunities

Planned and coordinated change management for process improvements

Fostered an environment where every level offers ideas to improve any aspect of the team (e.g., efficiency, process, morale)

Provided peers and subordinates with assistance

Provided improvement recommendations to support excellence

Worked in close conjunction with Systems Security and Support to document network infrastructure diagrams

Provided direction across the organization to support customer communication and product information

Ensured that professionals receive assignments, training and development opportunities that are appropriate to their current roles and responsibilities

Ascertained individual needs, expectations and career objectives, and assist in the formation of personal goals and career development plans that address them

Sabre Holdings August ‘10 – July '12

Sabre is a global travel technology company serving the world’s largest industry travel and tourism. Sabre provides software to travel agencies, corporations, travelers, airlines, hotels, car, rail, cruise and tour operator companies.

Senior Technical Writer / Curriculum Designer

Senior Curriculum Designer responsible for creation of Airline Solutions training materials. Primary responsibilities include gathering training requirements from multiple air carriers; assessment of training strengths and weaknesses; design and development of customer-facing training deliverables, including CBT, scenario-based manuals, and interactive lessons. Provide support for customers during implementation at airport, carrier call centers, or Sabre Command Center. Maintain training database which houses enrollment rosters, training reports, and certification for students. Manage survey data used to gauge training effectiveness across organization.

Successfully completed training for carriers LAN, Virgin America, Aeromexico, Kalula, and Volaris

Re-designed survey data to accurately measure training effectiveness

Successfully designed LAN and Virgin America airlines support procedures

Gathered pertinent network information and created Visio diagrams to document network topology

Freeman August ‘09 – March ‘10

Freeman is the leading provider of integrated services for face-to-face marketing and brand building events, including expositions, conventions, corporate events, meetings and exhibit programs.

Senior Technical Writer

Technical Writer tasked with creation of company-wide user manuals specific to internal core business systems. Initiated requirements gathering sessions with Business Analysts to define justification for system change requests. Formalized internal and external IT communication standards. Managed deployment plans for IT Field & Sales systems. Created formalized SDLC documentation to increase IT productivity and visibility within the organization. Implemented external communications for a variety of IT-based notifications. Created detailed system architectural diagrams. Governed SharePoint repository for IT Field & Sales.

Created custom documentation tailored to organizational usage of internal Freeman-specific applications

Formulated comprehensive system notebooks detailing proper system usage and execution

Introduced formal SDLC methodologies to enhance development efforts

Computer Sciences Corporation April ‘04 – June ‘09

A leading global consulting, systems integration and outsourcing company designed to provide customers in industry and government with solutions crafted to meet their strategic goals through advanced technology.

Senior Technical Writer / Training Manager

Senior Technical Writer responsible for defining and creating management/customer-level user manuals and supplemental documentation for TRMS (Test Range Management System) across eight U.S. Naval ranges. Trained and managed a team of range-based Lead User Advocates responsible for training and system change request reporting. Per industry standard best practices, conducted and facilitated JAD sessions with users to better define business processes within TRMS. Engage users across all locations for purposes of defining documentation standards and best practices. Work with core project team to ensure adherence to strict NMCI (Navy Marine Corps Intranet) standards.

Conducted training for users in large settings of up to 50 participants, as well as personalized sessions

Designed and implemented training standards for users, utilizing both classroom and CBT environments

Created robust user guide for TRMS web-based system, as well as supplemental support documentation resulting in consistent user performance, concise instruction and lower technical support call volume

Somera Communications April ‘02 – April ‘04

A global network technology provider designed to execute product and service solutions to leading carriers and OEMs.

Senior Technical Writer / Trainer

Senior IT Technical Writer and Trainer tasked with creating and publishing co-worker facing user manuals for company-wide CRM, ERP and financial data reporting systems. Designed and implemented company-wide training curriculum. Established strategic technical documentation for the sales force, including detailed process flows, and instructional guides. Established and maintained all technology related communications.

Created custom documentation and training standards tailored to organizational usage of CRM, JD Edwards ERP, and Cognos financial data reporting systems

Formulated comprehensive sales force notebooks detailing proper business system usage and execution

Introduced formal QA methodologies to track, report, and resolve system and user issues and change requests

Kinko’s Field Support Organization April ‘97 – April ‘02

An internationally recognized leader in printing and document services designed to meet personal and business needs.

Senior Technical Writer

Primary Accountabilities: Created customer and co-worker facing user manuals for a variety of technology-oriented services and products such as software, hardware, Internet-based applications, digital output devices, E-mail, network topology and online training. Authored documentation plans detailing all deliverables and milestones for technology projects. Drafted and edited all technology related communications.

Created multi-faceted documentation for a broad range of technology projects and products

Edited vendor-submitted documentation for present day use in company environment

EDUCATION: University of Phoenix, Dallas, TX

Bachelor of Science in Business/Management

Ventura Community College, Ventura, California

Associate Arts Degree - Journalism / English Course Emphasis

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