Technical Writer / Instructional design

Daniel Zamora

*********@*****.*** I 773-***-****

Business Experience

Instructional Design Consultant (Learning & Development) Verizon Connect

January 2017 to August 2024 San Diego, CA

●Maintained a database of internal performance support content and product-specific guides for frontline teams.

●Worked with the Product team to gather deliverable content and resource materials for Go to Market product guides and articles.

●Created new and updated product specific content guides and articles for the global Support and Deployment teams.

●Verified content guides followed standard template outlines and reviewed for content accuracy with team Subject Matter Experts.

●Triaged user feedback and collaborated with content experts to complete relevant revisions.

●Lead meetings with a wide variety of audiences while negotiating and gaining agreement on deliverables.

Technical Writer Clean Energy Associates

June 2021 to February 2022 Shanghai, China

●Maintained global Site Inspection Report database and monthly reporting to management teams.

●Created standard Inspection Report template for site engineers, reducing reporting errors by 25%.

●Worked with field and site engineers to gather inspection data, photos, and electrical parameter readings improving inspection report deliverables by 20%.

●Edited Solar Energy proposals for management and presentation content.

●Standardized internal content naming and revision conventions.

Internal Knowledge Verizon Connect

March 2015 to January 2017 Rolling Meadows, IL

●Managed Internal Knowledge database containing current articles for the Work product global Support team.

●Created Training and Standard Operating Procedures for Customer Support and Success teams.

●Implemented an audit system to review and update existing content and track revisions.

●Reviewed new content created by Team Leads for content accuracy and adherence to standard templates.

Technical Manager Generation Brands

October 2011 to November 2014 Skokie, IL

●Deployed Zendesk Knowledge Database to improve Technical Dept. and ENG issue resolution and centralized statics for future trends.

●Created Technical Support Procedures and Work Instructions for internal Tech Support teams.

●Created cross-training manuals for the Customer Support team to improve customer experience and reduced call times by 20%.

Technology and Skills

MindTouch Knowledge database, InfoManager, Project Management skills, ISO Audits, First Article Inspections, Blueprint/Print reading,

Education DeVry University Chicago, IL Bachelor of Science in Network Management

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