Customer Service Technical Writer
Resume:
JUSTIN MOHAREB
*************@*****.***
http://www.linkedin.com/in/justinmohareb
PROFILE
A resourceful Documentation Specialist with over seven years’ experience as a technical and business writer and editor. Recognized by peers as having strong writing and grammar skills and the ability to absorb, comprehend, and transmit complex concepts to a variety of audiences with maximum clarity. Equally skilled in lone writing and working on a team with a focus on quality, efficiency, and win-win solutions.
SKILLS & QUALIFICATIONS:
•Clear writing, proofreading, photography, journalistic style, business style.
•Web: HTML, CSS, XML, SharePoint, Wiki, analytics, rich media (podcasts).
•Desktop: MS Office (Word, Excel, PowerPoint), Adobe Creative Suite, Adobe Tech Comm Suite, Google Docs.
•Facilitation, team leadership, knowledge base development, project and event management.
WORK EXPERIENCE
FAN EXPO CANADA
Event Coordinator JANUARY 2005-PRESENT
I have organized the tabletop gaming element of Fan Expo Canada since its addition to the show.
Organized tabletop RPGs, Board and card games, and LARPs.
Arranged for guest attendance at the show.
Organized programming to highlight attending guests and appeal to fans in attendance.
Expanded gaming activities from small event area on convention floor to one of the largest rooms in the Metro Toronto Convention Centre.
Developed long-term relationships with guests, retailers, organizers, demo teams, and companies to ensure continuity of fan experience.
Coordinated event schedule for inclusion in show program and online.
Prepared after action reports on highlights of the events and plans for improving future events.
NETPULSE SERVICES NOV 2014- MARCH 2015
Contract Technical Writer
During this contract, I helped prepare a business outsourcing organization to take on a contract with a major government organization.
Prepared a knowledge base using a Mindtouch wiki.
Determined proper organization for the knowledge base wiki.
Edited and uploaded several hundred knowledge base items into the wiki under a tight deadline.
Helped prepare Disaster Recovery and Business Recovery documentation.
ADP JUNE 2014 – OCT 2014
Contract Technical Writer
Performed editing, writing, and layout for Canadian division of an international HR organization as part of a team of technical writers.
Worked with SMEs to update documents to reflect up to date version of ADP’s WorkForce Now software.
Ensured documents met ADP quality standards.
Updated and maintained documents using FrameMaker, including extensive use of conditionalization for creating international documents, and prepared documents for French translation.
Prepared an instructional guide for the processes for creating WFN User Guides.
Worked on a number of handbooks and quick tips documents including Lync, Outlook, and other office tools.
INTERNATIONAL INSTITUTE OF BUSINESS ANALYSIS (IIBA®) JAN 2013 – MAY 2014
Technical Writer
Performed writing, editing, and coordinating task for a non-profit organization.
Produced the monthly chapter newsletter. This required preparing annual and monthly schedules, interfacing with SMEs, gathering some documents and writing others, editing all of them, uploading the documents to SharePoint, and proofing the final newsletter.
Performed proofreading, layout, and publication on documents including the Agile Extension to BABOK®.
Helped transfer organization’s website to Kentico CMS.
Organized the transcription of several thousand expert comments from PDF comments to JIRA for document review.
Prepared the online edition of BABOK® by transferring content onto Kentico CMS and working to ensure that info was kept up to date and accurate.
Prepared documents to direct IIBA in achieving Standards Development Organization status with the Standards Council of Canada.
MINISTRY OF GOVERNMENT SERVICES, TORONTO, ON JAN 2012-MAY 2012
Junior Business Analyst Co-Op Placement
Worked on document preparation for several projects; helped organize existing knowledge resources for improved ease of access.
Edited the On/Off Boarding Pain Points interim report for the Business Process Reengineering team.
Wrote articles and helped edit the annual report for the Strategic Business Enhancement Branch.
Created orientation manuals for co-op and standard employees by collecting, collating and organizing existing documents.
Prepared user documentation for SharePoint users.
Created a manual for the administrative assistant for the director of the Enterprise Financial Services Division.
CITIFINANCIAL RETAIL SERVICES, TORONTO, ON 2001–2011
Documentation Specialist January 2007 – April 2011
Documented policies and procedures for the Customer Service Department of CitiFinancial Retail Services. Handled production of documents from conceptualization through the development and implementation process.
Updated all documents for Brick Customer Care Department from previous format to current format, ensuring internal consistency and ease of use, and for which I was awarded a Citi Star citation.
Regularly updated knowledge base documents to current requirements by interviewing SMEs and reviewing documents.
Independently monitored knowledge base documents for compliance to standards.
Transferred all documents from existing knowledge base to new knowledge base, ensuring all required documents were transferred and all obsolete ones were retired, providing employees access to accurate and up to date policies.
Wrote/edited monthly companywide newsletter, which provided employees with updates on events, corporate news, and fostered a team community.
Trained in Anti-Money Laundering & Fraud Prevention.
Customer Care Representative 2001–2011
Responded to customer inquiries in an inbound call centre. Answered client questions regarding charges, complex financial promotions and fee adjustments.
Served as a peer trainer for agents, shadowing their calls and offering feedback on improving their customer service and performance.
MEMBERSHIPS
Society for Technical Communication 2012-PRESENT
EDUCATION:
TECHNICAL COMMUNICATION CERTIFICATE, SENECA COLLEGE 2011–2012
Concentrations: Writing, editing, FrameMaker, Photoshop, InDesign, Captivate, VB, HTML, CSS and XML, DITA & content reuse.
PRINT JOURNALISM DIPLOMA, ALGONQUIN COLLEGE 1994–1996
•Concentrations: writing, editing, layout & design, photography.
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