Technical Writer Customer Service

Cynthia Lynne Cinocco

**** ***** ******** ***

Aurora, CO 80013

Home: 303-***-****

Cell: 720-***-****

*********@*******.***

Skill Profile

Computer Skills

Proficient in Adobe products: FrameMaker 10 and Acrobat 10

Excellent Microsoft Office skills

Help authoring systems: RoboHelp / Help and Manual (EC Software Corp.)

Working knowledge of Windows operating systems (XP, Windows 7)

Knowledge of legacy systems (DOS, OS2)

Exposure to HTML / XML

Bug tracking applications: Atlassian JIRA, Team Foundation Server, and proprietary databases

Version control systems: BitBucket (Git Management)

Google applications: Drive, Sites

Technical

Able to grasp complex software and technical concepts quickly

Highly innovative technical writer with great work ethic

Produce technically correct and user-friendly software documentation

Quality Assurance testing

Problem Solving and Interpersonal

Identify problems and take steps necessary to resolve to the satisfaction of all parties

Communicate effectively with customers and all levels of internal personnel

Excellent written and oral communication

Detail and Organizational

Strong organization and goal oriented skills allow for ever changing projects, deadlines and irregular workloads

Handle complex and multiple tasks simultaneously

Accomplish tasks within restrictive time constraints

Able to make independent decisions and accept responsibility for same

Complete projects on a timely basis with little or no direct supervision

Professional Experience

Trimble Navigation Limited (QuickPen International*) April 2000 to May 2016

Englewood, Colorado

Lone Technical Writer for Mechanical, Electrical, and Plumbing Division

Responsible for all help systems/documentation for construction estimating, fabrication, CAD, construction, project management, and asset tracking software applications

Worked closely with:

Three development offices (in the US and Canada)

All levels of personnel to generate accurate, user-friendly informational/procedural documentation and training materials

Marketing personal for branding/design of documents, icons, and other related software items

Perform quality assurance testing (as requested)

Solicit customer tips and frequently asked questions from technical support personnel

Vendor management to ensure quality and cost effective printed materials

*Trimble Navigation Limited acquired QuickPen International Co. in 2009.

Macrologic, Inc. (December 1998 to April 2000)

(No longer in business)

Englewood, Colorado

Client Support and Implementation Specialist

Main contact for 5-10 telecommunications clients

Quality assurance testing of proprietary database software

Responsible for new client implementation

Produce software instruction guides and training materials

Conduct client training seminars (phone/in-house/travel)

Assist sales personnel with software demonstrations for potential clients

Maintain Company website

John H. Harland, Inc.

(Now D+H Financial Solutions / Previously Formation Technologies, Inc.) October 1992 to December 1998

Denver, Colorado

Project Lead/Database Manager/Software Administrator

Design banking systems/loan documents for compliance with Federal and State regulations

Test software modules for accuracy: system set up, programming, and documentation

Work with software engineers to ensure accuracy and usability of revised tool sets

Work closely with legal staff to ensure proper compliance is maintained

Define software interim release procedures for support personnel and/or customers

Coordinate workflow within team

Track all enhancements/modifications made within software systems

Prepare end-user documentation

Financial Services/Accounting Positions

Various positions / Denver, Colorado

Consumer/Commercial/Real Estate loan positions

Review documentation, issue disbursement checks, and balance general ledger

Attention to detail required to ensure compliance with government regulations

Develop training materials for use by employees

Extensive customer service (internal and external)

Volunteer Positions

Require extensive planning, coordination and communication skills

The Compassionate Friends: Chapter Leader/Treasurer, Newsletter Editor / 2002-2010

Boy Scout Troop: Committee Member, Secretary and Treasurer / 1992-1996

Gymnastics Team: Board Member, Secretary/Treasurer / 1992 to 1999

Rangeview High School Pom Fundraising Coordinator / 1999

Professional Organizations

Society for Technical Communications, Member

Education and Training

Society for Technical Communication / BrightTalk

Various online webinars pertaining to technical writing, marketing, web design, and so on

Rockhurst University Continuing Education Center/ New Horizons, Englewood, Colorado

Technical writing; communication, software, and project management workshops

Metropolitan State College/American Institute of Banking, Denver, Colorado

Arapahoe Community College, Littleton, Colorado

Accounting I and II; Principals of Banking; Commercial Loan Documentation; Uniform

Commercial Code; Bank Compliance Modules; Business Law; Real Estate Law; History

Computer Skills Training Institute/ Fred Pryor Seminars, Denver, Colorado

Supervisory Skills; Leadership for the Technical Person

Employer Provided Training

Various training courses relating specifically to proprietary software applications, as well as

PowerPoint, Access; Negotiation Skills; Effective Time Management, Microsoft Project

Reference, writing and/or work samples available upon request

Contact this candidate