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Microsoft Office Help Desk

Maryland Heights, Missouri, United States
October 24, 2016

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Seasoned writer and communicator that meets business objectives. Communicates complex information in a clear, concise way through the use of writing, imagery, and infographics.

Technical Expertise

Adivo TechWriter 2009

Adobe Acrobat Pro; LiveCycle ES

Adobe Dreamweaver 8, MX, and CS5

Adobe Photoshop 6

Adobe RoboHelp 8; 10

Content Management System (Adobe Experience Manager)



Methodologies and Frameworks (Agile, Software Development Lifecycle, Waterfall)

IBM Blueworks

Microsoft Office 2007; 2010 (Excel, Outlook, PowerPoint, SharePoint, Visio, Word)

TechSmith Camtasia 7

TechSmith SnagIt



Professional Experience

Senior Technical Writer

Scottrade, Inc., Saint Louis, MO May 2011 to present

Produced new content for the Scottrade Knowledge Center; a client-facing education site with more than 3,000 investment education articles, 50+ videos, and interactive calculators

Partnered with marketing and Information Technology (IT) teams to develop pre-launch content for premiere trading platform software releases

Interviewed technical staff to gather data and create the following documentation deliverables:

oArchitecture diagrams

oOnline help

oUser manuals

oJob aids


oReference guides

oSoftware release notes

oStandard operating procedures

oTroubleshooting guides

oVideo training tutorials

Collaborated with application support teams to identify gaps in existing support documentation and create support instructions for a new back office solution

Enhanced existing documentation and designed new business process workflows, network diagrams, and RACI procedures documents

Created or maintained SharePoint sites for multiple IT departments

Technical Writer

Enterprise Holdings, Inc., Saint Louis, MO May 2007 to May 2011

Planned, analyzed, interpreted, organized, and documented technical specifications into clear, concise, and accurate deliverables, including:

oGlobal processes, process flows, and standards

oUser manuals, job aids, and online references

oSupport plans and technical reports

Converted internal team processes, procedures, and standards into an operations manual

Interviewed subject matter experts to transfer requirements or technical detail into readable, usable documentation before deadlines

Ensured documentation style and terminology were consistent with corporate standards and best practices

Created and administered team-based presentations to IT teams and senior management

Collected readership statistics to increase web traffic to eight web sites

Wrote and published articles and technology standards for internal blog

Created and managed online newsletter templates and content for IT Recognition Committee

IT Analyst

A.G. Edwards and Sons Inc., Saint Louis, MO May 2002 to April 2007

Researched, tested, and documented Help Desk knowledge base requests for ongoing medium and large scale projects

Partnered with application developers, project managers, and support analysts to apply best practices for product documentation for a firm-wide technology conversion project

Provided product documentation and web content development and deployment expertise to teams

Developed project methodology and documentation procedures used by Knowledge Management, Help Desk Training, and Technical Writing teams

Co-authored services, procedures, and deliverables for the Help Desk knowledge base site

Proofread, edited, and published online documentation produced by team members

Provided training to new Help Desk employees

Participated in intranet user pilot and performance testing efforts during conversion to Microsoft Office SharePoint Services

Led a team that identified and implemented Help Desk Knowledgebase Web site design enhancements during the pilot phase

Acted as a liaison between end users and engineers to implement end user requests for Help Desk knowledge base site content, structure, and design


Lindenwood University, St. Charles, MO

Master of Science Degree, Information Technology Management

Bloomsburg University, Bloomsburg, PA

Bachelor of Arts Degree


A + Certified


Society for Technical Communication

Online Professional Technical Writing Groups – Member/Participant

Technical Writer Forum

Technical Writer of Writers

Technical Publications and Documentation Managers Forum

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