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Technical Writer Training

Fort Lauderdale, FL
January 05, 2020

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Technical Writer

Benouchka Sylverne

Tamarac, FL 33321



Technical Writing - End-User Content Development - User Experience - Content Management - Software Development Life Cycle - Learning Assessments - Learning Gap Analysis - SAAS Product Expertise - LMS Administration


Google via Artech Information Systems, Senior Technical Writer/Editor March 2019 - PRESENT, Remote

● Design courses for Google’s Applied Digital Skills curriculum

● Work with a group of writers to develop course outlines

● Edit courses to ensure the inclusion of instruction and practical application of skills, among other editorial standards (context, clarity, objective, tone, etc.)

● Analyze learner feedback to understand strengths and make recommendations for improvement

MarketLinc, Technical Writer/Trainer

Oct. 2016 - Feb. 2019, Remote

● Developed training material and delivered courses to globally-dispersed teams on industry and product knowledge such as Digital Marketing, e-Commerce, systems infrastructure and the company's unique revenue model.

● Ensured company-wide understanding of core concepts to elevate knowledge of product, service and technology in the areas of the solution stack, data analytics, user tracking methods, Javascript, chatbots, data reconciliation, B2B and B2C business models, and performance tracking in Tableau and Google Analytics.

● Created database of comprehensive online help content in Confluence to support the implementation and use of product features

● Developed curricula to fill knowledge gaps, improve client communication, inter-departmental processes, software configurations and feature requests.

● Curated role-specific curriculum to fill knowledge gap for Data Scientists to build product features that leverage AI / Machine Learning in different programming languages (Scala and Python)

e-Builder, Inc.,HR Business Partner

Oct. 2015 - Oct. 2016, Plantation, FL

● Primary point of contact for employee related concerns

● Managed team of HR and training resources

● Restructured and unified corporate onboarding process by collaborating with department heads to establish standard processes from recruiting through training

● Interfaced with recruiters, new-hires and department heads to ensure seamless onboarding and clear communication between parties.

● Managed new-hire mentorship program

● Developed management training curriculum to enhance leadership skills of middle management

e-Builder, Inc., Corporate Trainer

June 2014 - Oct.2015, Plantation, FL

● Developed annual corporate training strategy based on gap analysis and collaborative input from executive and management teams

● Managed training solutions using the ADDIE framework, from analysis through evaluation

● Developed various training and certification programs to fill critical knowledge gaps and meet the needs of a growing company. Improved product knowledge, industry awareness, leadership and interview skills.

● Reduced annual training costs by $60k by securing state grant and established compliance protocols

● Vetted corporate training requests and managed approval process. Formalizing this process provided insight into corporate needs on various levels - leadership, team-specific and individual training concerns.

● Regularly delivered product and HR training

e-Builder, Inc., Technical Writer

June 2011 - June 2014, Plantation, FL

● Revitalized online help content to become the primary and most reliable source of end-user assistance and internal learning. Worked closely with support to ensure continued clarity and accuracy.

● Improved content quality by establishing documentation standards

● Created internal and client-facing guides, release notes, training videos using Camtasia and interactive, in-product tutorials with WalkMe.

● Developed end-user API documentation

● Continually refined internal processes to improve workflow

● Authored and maintained departmental style guide

● Worked as part of the UX (user experience) team to enhance product usability and conduct usability tests

American Van Lines, Content Writer/Editor

Jan. 2010 - June 2011, Ft. Lauderdale, FL

● Enhanced training process by writing the SEO Writer’s Training Guide

● Worked with web designers to improve website usability

● Spearheaded and conducted keyword research project to optimize ROI

● Improved documentation process by implementing standards such as keyword usage checklists and conventions for title and meta descriptions.

● Posted articles to website which included created meta descriptions and page titles and editing HTML code when necessary

● Blogged daily to promote services

● Wrote monthly press releases and posted to PRWeb

● Generated ideas and wrote monthly newsletters


Northeastern University / MA Science in Technical Communications April 2010 - April 2013, Boston, MA

University of South Florida/ BA Arts and Sciences

June 2001 - Dec. 2005, Tampa, FL


Salesforce - Jira - Aha - Microsoft Suite - Camtasia - WalkMe - Namely - MadcapFlare - RoboHelp - SnagIT - Confluence - Word - Excel - Google Apps

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