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Technical Writer, Training, IT Support

Knoxville, TN
March 13, 2020

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Gregory Scott Edwards

***** ****** **** ****, ********, TN 37934 • 865-***-**** • •


Empowers learners to thoroughly understand complex concepts and processes

Creates engaging and intuitive multimedia products

Leverages organizational, technical, and motivational experience to excel in collaborative teams

Seeks to continue professional growth, embrace challenges, and lead a successful team


Trainer/Technical Writer III

Discovery, Inc. (legacy Scripps Networks Interactive) • Knoxville, TN • May 2014 – Present

Spearheaded implementation of learning management system, enabling Human Resources, Global Information Security, and Workforce Support teams to deploy multiple, mandatory, global training initiatives efficiently

Proactively analyzed support tickets to identify opportunities for training development projects

Reduced average documentation development cycle from weeks to days by defining content and flow, then developing and deploying video-based training to reach global audiences

Provided tier-2 end-user support and managed training on a variety of IT systems

Empowered Benefits and Communications teams to streamline corporate messaging processes

Developed and maintained SharePoint-based sites to house technical documentation and ITIL processes

Planned, executed, and reported status of development projects using ServiceNow

Delivered technology-based solutions at scale to thousands of learners across international offices

Played key change management role in company-wide technology rollouts, including Office 365, Zoom video conferencing, Slack, and Google Suite

Documentation Development Specialist, Operations Training Specialist, Multimedia Developer

TeamHealth • Knoxville, TN • November 2004 – September 2005, June 2006 – May 2014

Managed development of annual compliance training and physician risk-management training programs

Built SharePoint-based extranet and video assets to reach employees around the country

Implemented and maintained learning management system

Planned, executed, and reported status of development projects using Microsoft Project and Visio

Developed documentation, provided training, and supported corporate operations management system

Drove end-user communication to define process requirements and coordinate beta testing

Implementation Consultant

PerfectServe • Knoxville, TN • September 2005 – June 2006

Analyzed individual client business processes to develop a deep understanding of communication-routing needs

Designed, developed, and deployed end-to-end communication routing solutions for multiple accounts

Conducted customized end-user training sessions using distance technology to reduce costs

Supported solutions from inception through post-launch to maintain client satisfaction

Senior Applications Instructor

New Horizons CLC • Knoxville, TN • December 2000 – November 2004

Trained professional clients to use various desktop and server applications proficiently

Leveraged technical skillset for extended development projects, including franchise website

Exceeded utilization, performance, and development goals as established with management

Adapted quickly to clients’ changing requirements while managing multiple, simultaneous training projects

Software Skills

Active Directory, Azure, Windows client, and Office 365 platforms

Visual Studio .NET application development suite

Google Suite platform

Zoom video conferencing platform

Smartsheet cloud collaboration platform

Adobe Creative Cloud and Technical Communication Suite tools

Lotus Notes collaboration system

ServiceNow enterprise service management tools

Interactive Intelligence telephony development suite

JavaScript, CSS, and related web development technologies

Articulate e-learning development suite

Camtasia, SnagIt, and Screencast multimedia tools

Rally agile project management suite

LMS Administration

Professional Awards and Certifications

Microsoft Most Valuable Professional Award, Windows Consumer Apps, 2010-2014

Microsoft Office Specialist Master certification

CompTIA A+ and Network+


East Tennessee State University • Johnson City, TN • 1992 – 1996

Computer Science


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