Technical Writer Customer Service
Resume:
Timothy S. Elitharp
Potomac, MD 20854
**********@***.***
Senior Technical Writer
Accomplished communicator with over 25 years of experience producing technical documentation, organizational communications, and marketing literature. Experienced in documenting all phases of the software development lifecycle, including project planning, requirements definition, and end-user training and implementation. Strong command of tools including RoboHelp for online documentation, Microsoft Word, and Confluence for wiki-based systems. Proven ability to analyze technical information and then design and produce a range of deliverables for the targeted audience, including policies/procedures, brochures, manuals, and web sites. Comfortable writing for technical and non-technical audiences. Consultant or employee of Fortune 100 companies and the federal government. Master’s degree in technical writing.
Experience
Senior Technical Writer 02/2015 – present
Televate LLC, Washington, DC
Managed implementation of Confluence knowledgebase for the IT Help Desk at the Metro transit authority. Wrote and edited articles that enabled a consistent level of support for internal IT customers.
Provided administrative support for the Help Desk knowledgebase user community. Produced daily metrics for management on knowledgebase use. Senior Technical Writer 12/2013 – 01/2015
Prime Source Technologies, Washington, DC
Analyzed shell scripts and database packages to document scheduled application jobs at the Census Bureau.
Captured requirement and design issues in weekly project management meetings. Wrote policies, procedures, and software specifications after identifying and interviewing subject matter experts.
Established and maintained style guide and documentation processes; edited documents to ensure adherence to standards.
Designed and implemented SharePoint sites for document storage. Senior Technical Writer 07/2013 – 11/2013
Serrano IT Services, Omaha, NE
Wrote online software documentation/help for the Commodity Futures Trading Commission using RoboHelp.
Interviewed project management and other stakeholders to document requirements for application enhancements.
Produced department newsletters and emails.
Timothy S. Elitharp Senior Technical Writer
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Technical Writer 11/2011 – 06/2013
Bart & Associates, McLean, VA
Wrote software process improvement documentation for the Census Bureau. Helped establish a project management office for overseeing software development efforts. Surveyed industry project documents to develop Census templates. Produced department newsletters and documentation for software releases. Technical Writer/Instructional Designer 02/2011 – 03/2012 Sapereon LLC, San Francisco, CA
Supported PeopleSoft HR upgrade through production of animated, online presentations using Microsoft PowerPoint.
Enabled localization of training materials by producing screen captures in eight languages using Snagit. Coordinated upload of screen captures to shared site for access by translation vendor. Designed and produced training materials for company-wide upgrade to Microsoft Office 2010. Marketing Communications Consultant 03/2010 - 01/2011 Educational Medical Skins, Orlando, FL
Created online presence for startup medical products company by producing a web site highlighting products and services.
Designed product brochure for company’s line of prosthetic devices for EMS training. Radiographic Technologist (per diem) 09/2009 – 10/2011 The Medical Group, Kennebunk, ME
Performed x-ray imaging on patients according to prescribed radiographic protocols. Provided fluoroscopic imaging for needle localization in pain-management procedures. Radiographic Technologist (per diem) 04/2009 - 10/2009 Falmouth Orthopedic Center, Falmouth, ME
Performed x-ray imaging on patients according to prescribed radiographic protocols. Radiographic Technologist 06/2005 - 02/2009
Maine Orthopedic Center, Portland, ME
Performed x-ray imaging on patients according to prescribed radiographic protocols. Medically-assisted patients in the removal of staples, sutures, and casts. Documentation/QA Specialist 09/2000 - 10/2002
Clareon Corporation, Portland, ME
Streamlined documentation for Web-based B2B application by writing single-sourced online help and Customer Service reference information using RoboHelp. Compiled and uploaded online help revisions as new software releases became available. Helped ensure defect-free software updates by writing and implementing QA test plans. Promoted company culture by producing and maintaining company’s intranet site. Timothy S. Elitharp Senior Technical Writer
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Senior Technical Writing Consultant 12/1998 - 08/2000 Independent and through Spherion Staffing, Rochester, NY Facilitated product development and support by documenting internal processes and data model at Xerox. Described software development and quality assurance interactions based on team meetings and stakeholder interviews.
Ensured adherence to business requirements by writing software functional specifications. Verified that software features/functions were prioritized and included in releases based on signed-off product business requirements.
Managed production and distribution of updates to Xerox field service manuals. Increased awareness of Xerox department by producing monthly newsletter and status report. Interviewed subject matter experts regarding department goals and accomplishments. Technical Writer/Trainer 04/1997 - 11/1998
Synectics, Washington, DC
Ensured successful rollout of major government software system by designing, coordinating, and delivering classroom-based training programs. Conducted regional training sessions during major rollout phase. Set up and facilitated hands-on training sessions with user access to test database. Produced reference guides and newsletters for the community of system users using Microsoft Word.
Promoted user acceptance of new systems by providing telephone support, one-on-one training, and customized business analyses using Crystal Reports. Interfaced with Development to resolve defects.
Technical Writing Consultant 05/1995 - 03/1997
Through W. E. Carson Associates and The Broadstone Group, Atlanta, GA Explained conceptually complex IBM inventory forecasting and replenishment application for users. Produced interface reference guide for programmers and system administrators. Helped ensure safety of 1996 Olympics by analyzing and documenting patron flow issues and recommendations. Produced reports of peak traffic hours at each Olympic site with recommendations for alleviating bottlenecks by providing sufficient space for ingress/egress. Store Systems Documentation Specialist 07/1991 - 04/1995 The Home Depot, Atlanta, GA
Supported rapid expansion of The Home Depot operations by writing and distributing comprehensive store systems user manuals and quick reference guides using FrameMaker. Documented store opening and closing procedures as well as major functions such as Receiving and Return-to-Vendor.
Educated management in the use of reports designed to improve inventory planning. Enabled company-wide hardware upgrade by producing installation guide with component photographs and step-by-step instructions.
Timothy S. Elitharp Senior Technical Writer
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Technical Writing Consultant 08/1987 - 06/1991
Independent, Ft. Lauderdale, FL
Wrote and produced user manuals for IBM presentation software system. Was solely responsible for ensuring accuracy of documentation and for meeting production schedule. Wrote policy and procedures manual for new division of Ryder. Interviewed company executives and other subject matter experts to develop content. Wrote and produced brochure for association of Florida real estate developers. Marketing Communications Specialist 07/1985 - 07/1987 Gould Incorporated, Sunrise, FL
Highlighted product features and benefits by producing data sheets and brochures. Worked with Marketing to understand important functions of company’s minicomputer system and component offerings. Bid out and managed production of full-color brochures using local print vendors. Provided real-world examples of product benefits by writing and producing customer success stories. Interviewed company’s customers to develop content. Technical Writer/Trainer 06/1984 - 06/1985
DataLogiX Formula Systems, Boca Raton, FL
Increased customer satisfaction by providing customized, onsite training to new users of a formula- based manufacturing system.
Reduced telephone support requirements by writing and producing software manuals. Information Developer 06/1982 - 05/1984
IBM Corporation, Boca Raton, FL
Wrote and managed production of personal computer software documentation.
Technical Skills
Authoring tools Microsoft Word,
RoboHelp, and FrameMaker
Microsoft Visio for data models and flow
charts
HTML and XML Screen capture utilities such as Snagit
Microsoft PowerPoint and Excel Adobe Photoshop
Confluence by Atlassian
Education
Master of Science, Technical Writing Rensselaer Polytechnic Institute Bachelor of Arts, English Syracuse University
Associate of Science, Radiography Southern Maine Community College
4.0 GPA
Phi Theta Kappa member
President, Radiography Class of 2005; Student Senate treasurer
Winner of the 2004-2005 Maine Society of Radiographic Technologists’ student essay contest
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