Service Desk Content Writer

JENNIFER L. NEWMARK

Milwaukee, WI +1-414-***-**** *********@****.*** linkedin.com/in/jennifernewmark

Technical And Creative Content Writer

Over 20 years of delivering diverse, high-quality, and accessible documents for companies such as PwC, EY, ManpowerGroup, and Microsoft.

Over 20 years of projects working with cross-functional teams, stakeholders, customers, and others. Point of contact for vendors, service desk technicians at all levels, and global migration teams.

SKILLS

Writing: Technical and non-technical content creation including research, writing, editing, proofreading, and publication. Wrote, edited, and updated FAQs, troubleshooting, reporting, and process documentation for end-users, service desk, administration, engineering, and other stakeholders.

Business Analysis: Project Scoping, Planning, Analysis, and Communication Management

SaaS and Applications: Azure DevOps, Microsoft 365, Google Docs, Microsoft Office, Microsoft Teams, PowerPoint, Sametime, ServiceNow, SharePoint, Snagit, Visio, ServiceNow Knowledge Base, CA Service Desk

IT Administration: Domain Administration for Domino and Exchange. Identity Management, Information Rights Management, Messaging Migration, Risk Management, Service Desk Training, Troubleshooting, M365 administration, licensing, and reporting.

Marketing: Marketing book: Improved accuracy and readability by 75% using proofreading, copy-editing, and formatting. Marketing campaign materials: reviewed, copy-edited, and formatted a series of emails for a marketing campaign. Wrote a short video script for a new industrial product for trade show demonstrations.

WORK EXPERIENCE

PwC • Full-time • remote Contractor through Randstad

Technical Content Writer and Project Analyst

12/2022 - 06/2023

Managed project scoping and details in collaboration with regional, territory, and service line project managers, program managers, directors, executives, and customers.

Collaborated with internal engineering and infrastructure teams to streamline project scoping documents to meet the needs of customers, the teams, and leadership.

Created scoping, checklists, project definition, and other documents using Azure DevOps, Microsoft Suite, and M365 platforms and products, reducing project scoping time by 30%.

Analyzed and created an improved intake process, resulting in improved workflow and better communications with customers and internal teams.

Microsoft • Full Time • remote Contractor through Experis

Technical Content Writer for Microsoft Fast Track program

03/2022 - 08/2022

Wrote, reviewed, and updated policy and procedures documentation for Microsoft's FastTrack service, using Azure DevOps and ITIL framework, including:

Set-up guides for technical and end users

Troubleshooting guides for system administrators

Q & A for user guidance

Systems onboarding

Technical processes

Migration guide

Customer guides, FAQs, and self-service documents.

Worked with an interdisciplinary team to implement revisions, and streamline system onboarding, process, troubleshooting and migration guides.

EY • Full Time Remote

Technical Content Writer, Documentation Specialist, Migration Specialist

11/2012 - 11/2021

Ernst & Young, LLP

Knowledge article creator, editor, and reviewer for Exchange Online / Microsoft 365 implementation, use, and troubleshooting.

Consulted with SMEs and did independent research for articles and guides in ServiceNow Knowledge Base on custom tools, applications, procedures, and process documentation.

Trained service desk L1, L2, and L3 using the documentation created with PowerPoint, Visio, and SnagIT to support and manage pre-migration remediation, migration monitoring, post-migration troubleshooting and early life support.

Collaborated with cross-functional teams writing migration, implementation, and project process documentation using ServiceNow, PowerPoint, Word, and Viso.

Working with a multidisciplinary team, designed and administered a self-service SharePoint portal that cut shared mailbox creation and updating from 7+ days to under 24 hours.

Worked with cross-functional teams to create a user self-service portal, which reduced service desk calls by 90%.

Point of contact for vendors (Microsoft, Binary Tree) and internal project teams.

Created and disseminated migration communications to internal and external parties.

Functioned as Americas Team Lead and global scheduler for migration of 200,000+ mailboxes from Lotus Notes to Microsoft Cloud and On-Premise Exchange.

Microsoft 365 Cloud migration SME – messaging.

Created and maintained SharePoint technical documentation library.

Manpower Group • Milwaukee, WI • Full-time

08/2000 - 07/2012

Technical Content Writer, Messaging Technical Analyst, Email Administrator

Created and maintained user-friendly technical guides and manuals for global employees, ensuring efficient access to crucial information.

Implemented, administered, provided training and support for CA Service Desk

Administered, supported, and provided troubleshooting for Domino, Active Directory, Forefront Online Protection for Exchange, and Microsoft Exchange Online implementation.

Vendor point of contact for migration of 16,000+ mailboxes from Lotus Notes to Microsoft 365.

Collaborated with vendors and other teams on migration scheduling, execution, and early life support.

EDUCATION

Bachelors in Anthropology and History

Beloit College • Beloit, WI, USA

Contact this candidate