Summary
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)
CSS
HTML
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
XHTML
XML
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
oPresentations
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
Education
Lindenwood University, St. Charles, MO
Master of Science Degree, Information Technology Management
Bloomsburg University, Bloomsburg, PA
Bachelor of Arts Degree
Certifications
A + Certified
Memberships/Affiliations
Society for Technical Communication
Online Professional Technical Writing Groups – Member/Participant
Technical Writer Forum
Technical Writer of Writers
Technical Publications and Documentation Managers Forum