Wendy A. Super
Over 15 years of technical writing and analytical experience, remote and onsite
Strong communication and analytical skills; experience interacting with diverse groups such as engineers, developers, executives, and customers
Experience with Agile methodologies, Sprint reviews, and Business Analysis projects
Extensive skills in writing high quality user, installation, reference, and training guides for products, programs, software, and web-based applications
Detail oriented, self-starter, highly organized, analytical
MS Word, Excel, PowerPoint, Visio, SnagIt, Adobe Acrobat Pro, MS Publisher, HTML, FrameMaker, SharePoint, OneDrive, Slack, Skype, Zoom, WebEx, GoTo Meeting, JIRA, ServiceNow. DevOps, Agile, Scrum, ITIL, Section 508, CMMI.
Senior Technical Writer Jan 2016 – Jan 2020
Dell Corporation/Virtustream, Inc.
Wrote internal and customer facing ITIL-based process documentation, standard operating procedures, User Guides for ServiceNow ticketing tool, and Quick Reference Guides. Created corresponding Visio diagrams for processes. Conducted meetings to identify and integrate best business processes during double corporate merger. Coordinated remote meetings with diverse groups to gather information. Participated with DevOps team in Sprint Reviews. Worked with team to propose several governance policies for process and service enhancements. Used SharePoint for documentation repository.
Senior Technical Writer March 2013 – Jan 2016
Wrote Marketplace Management Information (MMI) Dashboard User Guide and MMI Quick Reference Guides for CMS; used by The White House to monitor enrollment statistics for nationwide insurance exchange system. Created associated system and process flow diagrams using Visio. Researched and wrote white papers on proposed new services to CMS. Applied Section 508 compliance rules to documentation. Developed Business Analysis documentation, including system design, testing, and requirements. Updated Traceability matrices in Excel. Used JIRA for bug tracking.
Contract Senior Technical Writer July 2011 – Feb 2013
Wrote Business Plan for Baltimore area start-up partnership. Performed industry and market analysis, created financial forecasts, coordinated interviews for business partners, and provided suggestions on business strategies.
Contracted with EngagePoint to write Eligibility User Guide and Plan Management User Guide for Medicaid enrollment process for State of Maryland. Wrote JIRA User Reference Guide. Participated in Agile Sprint team meetings. Used JIRA for version control and bug tracking.
Contracted to write Customer Solutions Implementation Guide and POET Pharmacist User Guide for medication management application for Anthurium Solutions, Inc.
Contracted to write all documentation for Pneuron Corporation’s cloud computing and distributed analytics software, including three user guides, two installation guides (for Linux and Windows), three quick reference guides, and training guide. Wrote and edited white papers, sales brochures, and marketing materials.
Senior Technical Writer March 2007 – July 2011
Nationwide Better Health
Wrote all product documentation and quick reference guides for over 10 of Nationwide’s health management programs and online portal, including Disease Management, Health Risk Assessment, Biometric Screenings, and Lifestyle Management. Created Visio diagrams reflecting program processes and operations. Researched and wrote vendor analysis proposal. Recommended program enhancements and retail marketing strategy to executives. Created web portal instructions for customers. Employed Agile framework for project management.
Senior Technical Writer Nov 2003 – Oct 2006
Computer Sciences Corporation and Zurich North America
(outsourced to CSC by Zurich North America in October 2004)
Wrote online user and training documentation for CSC's portal, representing 4 million site hits per week. Edited documentation for CMMI Levels II and III. Served as project lead to internationalize documentation and software. Wrote user documentation and internal procedures for proprietary web-based applications.
Contract Senior Technical Writer Feb 2003 – Oct 2003
Designed and wrote end user, training, and online help documentation for Enterprise Resource Planning (ERP) software. Proposed solutions to management on improving software interface and online help for end users. Participated in software development process to guide GUI design and content for internationalizing documentation.
BA, Business Administration; Towson University, Towson, MD
Concentration – Strategic Management; Minor – German
2018-2020 – Received several awards for teamwork and quality of documentation.
September 2015 – Received Employee of Month award for delivering quality documentation in tight deadline to customer.
February 2002 – Received Award of Excellence for SiteMaestro Reference Guide from Society for Technical Communication (STC). Award based on quality of writing, graphics, copyediting, and overall integration.
February 2000 - Received Merit award for 3400 Setup Guide from STC. Award based on quality of writing, layout, design, ease of use, and effectiveness.
President May 2003 – May 2017
Patapsco Falls Homeowner’s Association
Managed active community of 62 town homes. Designed and wrote all community newsletters, compliance letters, flyers, forms, and correspondence. Oversaw budget and billing. Addressed homeowner complaints and provided conflict resolution.