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Technical Writer, Content Manager, Content Author, Content Developer

United States
October 19, 2016

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Content manager and writer with over fifteen years of experience creating and managing product documentation, website content, and social media communications. Proven ability to build relationships with internal and external customers, identify business needs and requirements, manage multiple projects, collaborate with other writers on strategic projects, and translate complex technical data in ways that resonate with end users.

Tools and skills include Darwin Information Typing Architecture (DITA), content management systems, Camtasia Studio, Adobe Photoshop, Adobe Framemaker, and Microsoft Office.


CO-OP Financial Services, Content Manager and Author (2014 – present)

Initiate and lead project to create and deliver a robust content management system (CMS) for product documentation for both CO-OP employees and external clients. Evangelize new system, create procedures and training materials for system users, and manage feedback and analytics.

Plan and configure metadata and taxonomy for CMS topics based on company product lines, document type, and user tasks, focusing on information retrieval through search/filter and related tags.

Create and design task-oriented content for electronic funds transfer (EFT) products and services, including user guides, start-up guides, API reference documents, and other communications.

Improve product usability by participating in user acceptance testing, string reviews, and usability testing.

IBM PureSystems Technical Writer (2012-2014)

Wrote and published professional content for multiple releases of IBM PureApplication System in an intensive agile development environment; studied functional specifications, participated in demonstration sessions, and worked with subject matter experts to gather and fine-tune complex content, including product documentation, troubleshooting content, error message guides, release notes, and fix pack readmes.

Led program to obtain customer feedback on product documentation; communicated directly with customers to identify errors in content and determine requirements for future publications; marketed feedback program through various sources, including newsletters, websites, and blogs.

IBM Collaborative Solutions (ICS) Technical Writer (2004-2012)

Wrote and designed full product documentation set for IBM Mashup Center, the first product in ICS to deliver content in wiki format; collaborated with broader community to encourage content contributions from customers and internal IBMers, harnessing knowledge from outside forums and adding the customer experience to the documentation.

Wrote and published documentation for IBM Social Business Toolkit, including API reference material, how-to videos, and JavaScript sample documentation. Presented webcasts to promote the toolkit and encourage participation in wiki.

IBM WebSphere Host On-Demand Technical Writer (2001-2004)

Collaborated with a key client to create an online tutorial for customers of a beta product; gathered feedback from users throughout the software development cycle, and continually improved documentation.

Helped reduce support calls by consolidating a large amount of disparate content into an easy-to-follow troubleshooting guide, which served both external customers and the internal support team during their problem resolution process.


North Carolina State University, Raleigh, NC

Master of Science, Technical Communication, 2003

University of North Carolina at Chapel Hill

Bachelor of Arts, Education (K-12 Spanish), 1992

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