Technical Writer

Margaret A. Scott

480-***-**** (cell) * 303-***-**** (home) * Highlands Ranch, CO

****************@*****.*** * www.linkedin.com/in/MargaretAScott

Summary

Writer with over 13 years’ experience editing, designing, and developing content for a variety of delivery methods and platforms. Experienced with working independently, as well as in team based environments, with multiple projects and shifting priorities.

Technical Documentation Instructional Design

Creative Writing Web Content Design & Development

Policy, Procedure, & Reference Materials Web-Based Training

Professional Experience

Web Content Designer (Performance Designer)

American Express * Phoenix, AZ

08/11 – 12/14

Designed and developed interactive-guided decision trees used to teach complex processes and procedures

Developed over all processes and procedures related to creation and design of interactive-guided decision trees and their use

Worked in team based environment to create and deliver large projects consisting of hundreds of documents

Trained and worked with engineering team to tune dictionary for software platform, dictionary tuning helped the system anticipate the needs of the end user based on the language used in their query

Worked, as part of the design team, on the overall design and layout of the new knowledge management system

Technical Writer (Methods Analyst)

American Express * Phoenix, AZ

05/06 – 08/11

Designed and developed web-based policy, procedure, and reference materials to support front-line Representatives and internal training

Worked with Subject Matter Experts and Business Leaders to ensure projects met their needs and solved issues they were facing

Worked multiple projects with shifting priorities, utilizing communication and constant updates to ensure deadlines were met

Created template for project of over 500 articles which was proven to save over $8,000, deliver the project nearly a month early, and create a level of consistency to the articles which saved front-line Representatives time on the phone

Developed web-based repositories to meet specific business needs

Worked as part of Business Process Engineering team to drive selection, configuration, and implementation of new software platform for utilization across American Express Global team as a knowledge management repository

Content Editor (Contractor with American Express Learning Network)

Advantage Human Resources * Scottsdale, AZ

11/05 – 05/06

Reviewed and edited instructor-led training, web-based training, and online reference materials for compliance to internal standards

Worked with other centers across the country to develop a consistent set of standards for all training materials and supporting documentation

Curriculum Specialist

Pearson Digital Learning * Mesa, AZ

04/04 - 09/05

Selected news articles and developed evaluation quizzes for monthly course on current events called Nova News

Reviewed courseware for alignment to state curriculum objectives for both Science and Language Arts

Courseware Developer

KnowledgeNet * Scottsdale, AZ

5/02 - 1/03

Worked in a team based environment to design and develop web-based training to teach technical skills

Created story boards, defined objectives, and created evaluations to ensure objectives had been met with each course

eLearning Designer

SmartForce * Scottsdale, AZ / Learning Productions * Mesa, AZ

10/99 - 4/02

Trained and mentored production teams in development of web-based training simulations

Conducted testing and final review of simulations in ordered to ensure compliance with all team standards

Worked with engineers to conduct User Acceptance Testing of interface for simulations

Designed and developed interactive, web-based training simulations

Designed and developed web-based repository of documentation: reference materials to support teaching objectives of the simulation, and creative documentation to support story-line

Managed multiple projects and shifting priorities to ensure on-time delivery

Partnered with Subject Matter Experts from all levels of the company to ensure training met needs

Education

Master of Arts English - San Jose State University * San Jose, CA

Bachelor of Arts English - Brigham Young University * Provo, UT

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