Daniel 'Orion' Hawthorne

**** ***** **** *****, *****, California 94507

Phone: 603-***-****

Email: acwrmx@r.postjobfree.com

SUMMARY

Over 25 years as a Senior Technical Writer and Editor, Technical Publications Manager, Documentation Manager, Knowledge Management Coordinator, Training Course Developer, Course Designer, Information Architect, Documentation Specialist, and Intranet/Internet Website Developer.

IT Service Management – ITIL Foundation v3 Certification, ServiceNow, extensive experience in ServiceNow implementations, migrations, and integrations.

STRENGTHS

Manage entire technical publications design and development process, including researching user requirements; interviewing subject matter experts, reviewing design specifications and prototypes, and designing technical publication solutions to meet user requirements, generating technical publications project plans, project schedules, and project resourcing requirements. Implementing and managing development, review and release processes.

Manage, write, and edit single-source, topic-based content for a wide range of technical publications, including User's Manuals, System Administration Guides, Statements of Work, Standard Operating Procedures, Release Notes, Tutorials, Online Help Systems, Policy and Procedure Manuals, Disaster Recovery Plans, Training and Reference Manuals for medical devices, information technology, security and software engineering using new or available templates, processes and procedures.

Manage regulatory (FDA, ISO 9001) and localization efforts.

Exceptional technical writing skills. Conduct research and interview subject matter experts to obtain relevant information to formulate well-written, user-friendly technical publications.

Develop and support software requirements for all internal engineering, sales, and marketing groups. Coordinate with software development lifecycles and deliverables.

Excellent written, verbal, and interpersonal communication skills. Ability to consult with key stakeholders on all levels to capture business and technical requirements to meet the desired goals. Manage multiple assignments while ensuring technical accuracy, adherence to quality and documentation standards, and on-time delivery of all work products.

Outstanding planning, organizational, and time management skills. Excellent ability to handle short deadlines with fast turnaround times. Organized, detail-oriented, capable of collaborating with a wide variety of people including senior leadership, government executives, technical staff, standards groups, subject matter experts, cross-functional departments, and sales and marketing. Works independently, self-starter, requiring minimal guidance and direction. Works with software development and quality assurance engineers to write and test user interfaces and documentation; develops, edits, and reviews all aspects of software releases and related documentation.

TECHNICAL QUALIFICATIONS

Hardware. Workstations, desktops, laptops, mobile phones, tablets, high-resolution graphics monitors, scanners, printers, faxes, and multimedia hardware.

Operating System and Networking Environments. Microsoft: .NET, Windows 7, NT, XP, Vista. Silicon Graphics, Mac OS: 7.6 and up.

Software Applications, Web Languages and Tools. Microsoft Office Professional Suite 2007, 2010 and 2013 (Word, Excel, PowerPoint, Outlook, Publisher), Microsoft Lync and Live Meeting, SharePoint, Confluence, Service Manager 7, ServiceNow, Adobe Master Collection Suite (CS3 through CS5) (Acrobat Distiller, Acrobat Pro, Contribute, Dreamweaver, Photoshop), Adobe FrameMaker and RoboHelp, QuickBooks, point-of-sale and inventory systems, SnagIt, HTML, XML, DITA, Yahoo SiteBuilder, Norton Internet Security and Utilities. Electronic health records, SAS, ICD-9 and ICD-10 code systems, various medical diagnostic and imaging tools.

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EXPERIENCE

SENIOR TECHNICAL WRITER, GE DIGITAL, San Ramon, CA (2/2016-9/2016)

Developed and implemented style guidelines and templates to promote consistency and usability.

Work closely with Subject Matter Experts to create usable technical documentation on the Data Lake system of technologies.

KNOWLEDGE MANAGEMENT EXPERT, SENIOR TECHNICAL WRITER, Global IT Service Desk & Support Operations Knowledge Management, Philips, Andover, MA (10/2012 to 1/2016)

Developed and implemented style guidelines to promote consistency and usability, working closely with a global team from my home office.

Played a key role in the migration, conversion, and integration from HP Service Manager 7 to ServiceNow.

Revised Knowledge Management process documentation and documented ServiceNow Knowledge Management procedures to assist in conversion to ServiceNow.

Wrote and edited Knowledge Articles in support of global IT Service Desk and End Users.

Organized Knowledgebase and instituted best practices to make information easily accessible to Philips' 120,000+ employees globally.

ITIL Foundation Certified – Service Management,

Edited, managed, and published global IT Communications.

SENIOR TECHNICAL WRITER, Predictive Bioinformatics Inc., Amherst, NH (7/2008-12/2012)

Wrote research proposals, business plans, marketing presentations for a bioinformatics company.

Served on the management team that provided strategic direction and technical presentations.

Conducted bioinformatics research using SAS Predictive Analytics.

WEBSITE DEVELOPMENT AND MANAGEMENT, Hawthorne Publications, Santa Rosa, CA (4/2001-2008)

Provided consulting services as Website Developer, Principal Technical Writer, Information Architect.

Developed, managed, maintained, and edited websites and online e-commerce stores for over 20 nonprofit and for-profit companies.

TECHNICAL PUBLICATIONS MANAGER, Vital Images, Inc., Minneapolis, MN (2/1996-3/2001)

Designed, wrote, and edited user manuals for a medical device company that manufactures advanced visualization workstations for CT and MR scans. Established and maintained technical publications standards; hired, trained and managed technical writers.

Developed the company's first website and managed localization. Received STC Award of Excellence.

Assisted in achieving FDA approval and the company's first ISO 9001 certification.

OWNER/FOUNDER, Hawthorne Documentation Inc., Fairfield, IA (10/1986-2/1996)

Founded, owned, and managed a contract technical writing company servicing major clients nationwide, including Ryder Truck, Merck, Cargill, AT&T, AMC Theatres, Growmark, Leaf, Great Plains software, Kimberly Quality Care, Iowa Highway Patrol and Farmland Foods.

Hired, trained, and managed over 50 technical writers. Established methodologies and standards.

Conducted User needs analyses. Wrote several hundred proposals. Designed and developed a broad range of technical publications. Created project plans, project schedules, and detailed technical proposals.

EDUCATION

MIU, Master of Arts, Higher Education Administration,

MIU, Bachelor of Arts, Philosophy; University of Kansas, School of Journalism.

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