Tawni Plath Phone: 515-***-****

Des Moines, Iowa http://www.diamondheaddoc.com/portfolio.htm adbcf3@r.postjobfree.com

Qualifications Summary

Senior Technical Writer, Online Help Developer, Digital Content Developer, Creative Writer, Curriculum Developer, and Instructional Designer specializing in user-centered solutions for embedded Mobile User Assistance and management of digital documentation experiences.

Create, manage, and share relevant content and assets on every device from mobile applications to non-display Internet of Things (IoTs) including your human, machine learning, analytics, deep learning, cybersecurity, data science, machine bias, artificial intelligence, or hybrid assets to access all touchpoints in Distributed Computing Environments (DCE), such as integrated wireless communications services and internet-connected systems using written and verbal communications. I provide hyper-attention to detail and organization.

Identify and document business process flows in conjunction with process engineering, issue identification, gap analysis, analytics, Business Process Model and Notation (BPMN), integrated departmental systems, sourcing information, and resolution solutions including the use of Agile Systems Development Life Cycle (SDLC) methodologies to meet or exceed your desired Key Performance Indicators (KPIs).

Skills Summary

Technical Writing: MadCap Authoring and Management System (AMS), MadCap Flare, Lingo, Contributor, MadCap Anaylzer, Capture, Mimic, RoboHelp, Adobe Experience Manager (AEM), Adobe Acrobat PDF, InDesign, Adobe Creative, Adobe Creative Suite, SnagIt, Microsoft Office, Word, PowerPoint, Excel, FrameMaker, Open Source technologies, Google Docs, Google Forms, and Visio.

Online Help and Digital Content: MadCap Flare, RoboHelp, Salesforce Help, AuthorIT, Dreamweaver, FrontPage, Google Analytics, Microsoft Visual Web Developer, AEM, Fluid Grids, Wireframes, Framesets, Menus, Cascading Style Sheets (CSS), Responsive Web Design (RWD), JavaScript, XML, DITA, WordPress, Components Content Management System (CCMS), Wiki, and Presence Technologies. Web analytics, word clouds, iOS, Android, WorkDocs, DocBooks, Infographics, Scalable Vector Graphics (SVG), Portable Network Graphics (PNG), Search Engine Optimization (SEO), and adaptive / responsive PDF forms in Integrated Development Environments (IDEs). Fully integrated, hyper-converged infrastructure (HCI) for private cloud deployment solutions. Elasticsearch for distributed, RESTful search and analytics engines. Micro content for machine learning applications, such as chatbots and cross-platform applications including Alexa, Cortana, and IBM Watson.

eLearning, Instructional Design, and Training: Blended learning using Adobe Captivate, Presenter, Articulate Storyline, TechSmith Camtasia Studio, ADDIE, Mimic, and Instructional Design (ISD) methodologies, PowerPoint, tutorials, and self-paced training videos, and product demonstrations. Skilled in Learning Content Management Systems (LCMS), and Learning Management Systems (LMS).

Communication Methods: Content reuse, single-sourcing, user-centered design, topic-based authoring, minimalism, Information Mapping, topic patterning, machine learning, screenshots, videos, screen simulations, BPMN, process flows, and WebRTC Unified Communications (UC). I am proactive with questions and ideas using written and verbal communications. I possess superior project management skills.

Remote Applications: File sharing (Dropbox, FTP, WinSCP), document collaboration (Google, SamePage, Front, Monday.com), Virtual Private Networks (VPN) applications (Cisco AnyConnect, ExpressVPN, IPNVANISH, CyberGhost) video conferencing (join.me, GoToMeeting, WebEx, Skype, ScreenShare), Instant Messaging (IM) (Google Chat, Slack, Messenger), and troubleshooting technical issues. I work independently and have excellent time management skills.

Other: Photoshop, Illustrator, Capture, Robotics, Version-control, Software Configuration Management (SCM), Microsoft Enterprise Resource Planning (ERP), ClearCase, SharePoint, Confluence, Access, ServiceNow, Healthcare FACETS System, Salesforce, SFDC, Marketing Cloud, Javadoc, Operations Support Systems (OSS), Active Server Pages (ASP), Documentum, OpenAPI, Big Data Analytics (BDA), Microsoft Dynamics AX, Business Support Systems (BSS), Data Storage, Microsoft Dynamics Customer Relationship Management (CRM), Visual Studio, Visual Studio Code, Networks, Automated Engineering, Countly, GitHub, Markdown, OpenCms, Learning Management System (LMS), Slack, Bamboo, Enterprise Resource Planning (ERP), JIRA, Stash, metadata, big data ecosystems, video applications, VoIP, Bootstrap, Hadoop, Robotics Process Automation (RPA), security, MapReduce, Hive, Git, Node.js, Swagger, 3scale, Axway, Akana, Gelato Unified Model Language (UML), Chatbot, SoftLayer, Amazon Web Services (AWS), Workfront, systems architecture, analytics, business intelligence, tokens, Infrastructure as Code (IaC), and Cloud technologies.

Languages / Technologies: Document various Application Programming Interface (API) code examples, Artificial Intelligence (AI), Machine Learning, frameworks, compute, analytics, security, Chatbots, Visual Basic, PowerShell, SQL, C++, Java, JavaScript, CGI, Perl, DevOps, npm, Adobe ActionScript (AS3 Flex), audio, Virtual Assistance, video, IM bot, API, Cyber, .NET, XML, Linux, JSHint, JSLint, JSON, Python, Spark, APEX, and Triggers. iOS, Android, Universal Windows Platform (UWP), Android Open Source Project (AOSP), taxonomy, metadata management, Microsoft Azure Artificial Intelligence (Azure AI), Search Engine Optimization (SEO), and full-text indexing / search relevancy to improve customer satisfaction.

Diamondhead Documentation, Inc.

Senior Technical Writer / Digital Content Developer / Owner Dexter, Iowa January 1993 to Present

Provide remote senior-level technical writing, online help, mobile user assistance, digital content development, user interface design, instructional design, knowledge base, project management, business analysis, use cases, disaster recovery, Software Development Kits (SDKs), cybersecurity, Application Programming Interfaces (APIs), Artificial Intelligence (AI), troubleshooting, design, quality assurance, and risk assessment services to a variety of clients implementing fluid content and experiences including infrastructure, platform, and network documents.

Develop application appropriate products while assisting in existing product assessments and new product education implementing a unified workflow to produce hard copy documentation, online help, mobile, phone, tablet, desktop, or other digital solutions, and computer-based training including proofing and editing.

Document Machine Learning and Artificial Intelligence to assist with the scientific study of algorithms and statistical models. Aid in forecasting, recommendations, audio, image, and video analysis, text and document analysis, transaction, translation, and chat agents, such as Chatbot, Talkbot, Smartbot, Bot, IM Bot, Virtual Assistants, and other artificial conversational entities.

Digital customer experiences via cloud-based integration and graphical interface design (GUI), under 508 compliances, Personally Identifiable Information (PII), Personal Health Information (PHI), and HIPAA Privacy and Security regulations including risk analysis, risk mitigation, and compliance.

Work jointly with Subject Matter Experts (SMEs) and distributed teams to provide quality results that can be understood working with state-of-the-art technologies in deadline-driven environments under outrageously stressful conditions including the use of the Information Technology Infrastructure Library (ITIL) for Human Resource Information System (HRIS).

Reduce production time and save money implementing Rational Unified Processes (RUP), templates, schemas, macros, CSS, SaaS, styles, scripting, BPMN, code snippets, Enterprise Content Management Systems (CMS), and Integrated Development Environments (IDE). Experience with Robotics Process Automation (RPA).

Assist clients to make the correct choices when selecting appropriate technologies so projects are successful and well received by the intended audiences to deliver rich media optimized for any screen or channel.

Make it easy for users to locate information implementing open source intuitive, multi-device, and scalable Learning Management Systems (LMS), such as Blackboard, Gizmos, Canvas, and Moodle.

Practice Agile, SCRUM, and DevOps methods for project management to collaborate alongside developers and teams to write and develop quality assurance tests to explain story cards, data flows, user acceptance testing (UAT), and service management. Project management and development of Amazon Web Services (AWS) and Azure.

Mission

Senior Blog Ghost Writer El Segundo, CA June 2019 to Present

Research and write blogs on various cloud subjects, such as AWS Control Tower, internet-connected systems, cybersecurity, disaster recover, 4G/5G cellular network technologies, and serverless technologies.

Microsft Corporation

Senior Programmer Writer Redmond, WA March 2019 to April 2019

Develop and document in C/C++ code with the Game Developer Content team to author Xbox game development API reference content including developing API examples and Software Development Kit (SDK).

Collaborate with partners across engineering and content experience to learn Xbox game development features, research technical specification, and deliver outstanding technical guidance including reference documentation and code examples.

Customers include developer audiences and established studios creating blockbuster AAA titles.

Extreme troubleshooting and resolution skills.

Visual Studio Code, Visual Studio, RSA Authentication Agent, Codex, cybersecurity, Git tools, Bootstrap, Markdown, Win32/64, YAML, SharePoint, and UWP development.

Envera Systems, Inc.

Senior Digital Content Developer / Instructional Designer Sarasota, FL July 2018 to March 2019

Develop digital content and training documentation for the Envera CSO client used by certified security guards.

Single-source digital content to hard copy documentation for training (Train-the-Trainer and Trainee) for standard operating procedures, maintenance, RSA authentication, process flows, and emergency situations using MadCap Authoring and Management System (AMS), MadCap Flare, Microsoft PowerPoint, Excel, SnagIt, proprietary applications.

Amazon Web Services (AWS)

Senior Technical Writer / Instructional Designer / Developer / BA Seattle, WA June 2018 to December 2018

Developed the AWS Developer Certification Exam guide used by individuals to obtain certification including writing, editing, troubleshooting, illustrating, and creating code examples.

Documented existing APIs and APIs I developed.

Ensured all manuals and training follow the strict AWS style guide rules and regulations.

Interacted with Subject Matter Experts (SMEs), other team members, and keep the non-technical Project Manager informed of progress or speed bumps.

Developed chapters from start to finish including databases, monitoring, and troubleshooting.

Assisted with re:Invent 2018 training documentation including testing, reformatting, and developing the presentations. (https://reinvent.awsevents.com)

Provided Business Analyst of API integration.

Endpoints, Security Credentials, Cybersecurity, Resource Groups Tagging APIs, .NET, C++, Go, Java, JavaScript, Hypertext Preprocessor (PHP), Visual Studio, JSON, Amazon CloudWatch, Amazon Elastic Compute Cloud (Amazon EC2), AWS Lambda, Amazon Lex, Alexa, Amazon Simple Storage Service (Amazon S3), Amazon DynamoDB, AWS Machine Learning (AWS ML), Amazon Kinesis, Amazon Simple Email Service (SES), AWS Single Sign-On, Amazon CloudSearch, Amazon Elastic Beanstalk, Amazon ElastiCache, Amazon Snowball, Amazon API Gateway, Amazon Simple Notification Service (Amazon SNS), Amazon Simple Queue Service (Amazon SQS), Amazon IoT Analytics, AWS IoT Device Management, Step Functions, Amazon Polly, AWS CloudDeploy, SDKs, Amazon Device Management, Identity & Access Management, Amazon Chime, Amazon WorkDocs, Amazon Elastic File System (EFS), AWS CodePipeline, AWS CodeCommit, Amazon WorkMail, AWS CodeBuild, AWS CodeDeploy, GitHub, Markdown, Infrastructure as Code (IaC), tokens, 4G/5G, IT Infrastructure Library (ITIL)-based service management practices, RSA authentication, and Access Control List (ACL).

Pervacio

Senior Technical Writer / Online Help Developer / Trainer Dallas, TX July 2017 to January 2018

Responsive Online Help, Mobile User Assistance, Digital Content, and PDF developer for iOS and Android systems.

Develop online help and single-sourced hard copy documentation and training for various robotic modules including software applications, electrical engineering diagrams, network flow maps, machine schematics, machine learning, security, maintenance procedures, process flow charts, and standard operating procedures.

Failure mode effects analysis using MadCap Flare, PowerPoint, Excel, Word, Microsoft Dynamics, and PDF for Robotics Process Automation (RPA) that performs mobile device processing for iOS and Android hardware.

Ensured products followed detailed Business Analysis process flows, legal regulations, and safety requirements.

Provided complete direction and project management to the company concerning tool choices, user interface design, processes, and functionality following strict world-wide company style guide.

Synchronoss

Senior Technical Writer / Documentation Specialist Bridgewater, NJ October 2017 to December 2017

Responsive Online Help, Mobile User Assistance, Digital Content, and PDF developer for iOS and Android systems.

Developed online help and single-sourced hard copy documentation for a Linux-based Big Data Analytics (BDA) application that acquires information from diverse data lakes of siloed data ensuring the security of all data ingested through the pipelines.

Trained full-time employees on the use of MadCap Flare, AEM, Bootstrap, Node.js, Git, GitHub, Markdown, npm, Confluence, BPMN practices, and API documentation practices.

Provided complete direction concerning tool choices, user interface design, processes, and functionality while developing several style guides for each product.

RESTful APIs, Linux, CentOS, Slack, Bamboo, MapR, Machine Learning, Drill, Spark, Elasticsearch, Workfront, FACETS, ServiceNow, Hadoop, Artificial Intelligence, Virtual Assistance, Confluence, AWS products, JIRA, MS Azure, Countly, SoftLayer, Stash, GIT, SAP Anywhere, Software-defined WAN (SD-WAN), MadCap Flare, PHP, Microsoft Dynamics CRM, Office 365, and Adobe Acrobat.

Determine which RPCs to use for Group Purchasing Organizations (GPO) Healthcare Profiles in order to identify Supply Chain Opportunities.

Mastercard

Senior Technical Writer / Online Help Developer St. Louis MO November 2017 to December 2017

Responsive Online Help and PDF developer.

Develop online help and single-sourced hard copy PDF documentation for Mastercard solutions using oXygen and source files from Microsoft Word in a distributed environment.

Follow the corporate style guide.

Adhere to the International Organization for Standardization (ISO 8583) for financial transaction card originated interchange messaging.

Application Programming Information (API) documentation.

oXygen XML Author, Vasont, DITA, Adobe Acrobat (PDF), RESTful API, XML, SAP Customer Resource Manager (CRM), and proprietary applications.

Conga Orchestrate (Orchestrate, LLC)

Senior Technical Writer / Online Help Developer / Trainer West Des Moines, IA January 2011 to August 2017

ProcessComposer Online Help and Tutorials.

Developed initial WebHelp for ProcessComposer, an add-on to www.salesforce.com API in a Cloud environment acquiring data through conversing with developers and end-users. Converted WebHelp and maintained new Responsive HTML5 help using SaaS and CSS3 for mobile user assistance remaining abreast of the newest available technologies and greatly pleasing the client.

Remote project management coordinating of all facets through the project lifecycle including LMS integration and implementation. Created training presentations and trained other developers.

Assist in email marketing, mobile / social engagements, and advertisement for cross-channel journeys.

Technologies: Flare, RoboHelp, Visualforce, Apex Triggers, Azure, AWS, Hadoop, Apex Classes, Microsoft Visual Web Developer, Visio, Word, PowerPoint, Access, SoftLayer, PHP, Marketing Cloud, Microsoft ERP, Microsoft Dynamics CRM, GitHub, Markdown, Google Docs, Google Analytics, Visual Basic, API, and GUI design while implementing code examples.

FinchDB a Qbase Company

Senior Technical Documentation Specialist Reston, VA September 2016 to December 2016

Responsive Online Help, Word, and PDF developer for an IoT environment.

Developed online help and single-sourced hard copy documentation for new and ever-changing web applications using MadCap Flare and Storyline for FinchDB a NoSQL database on the cloud using a Single Sign-on (SSO) for a predictive analytics software for big data in a large distributed team interacting with Amazon DynamoDB.

Provided complete direction to the company concerning tool choices, user interface design, processes, and functionality.

Application Programming Information (API) and Chatbot documentation that was written at the engineering level with extensive JSON interaction on a Linux command line interface integrating the Human Resource Information System (HRIS) and LMS systems.

MadCap Flare, SnagIt, Capture, Acrobat, Visio, JIRA, Node.js, npm, Hadoop, Bitbucket, ServiceNow, AEM, Wiki, RESTful API, PuTTY, WinSCP, AWS, AI, Bootstrap, Confluence, Atlassian Crowd, PHP, Slack, GIT, Cybersecurity, Azure, BPMN, Bomgar, WebEx, Stash, Bamboo, OSS, Python, CentOS, RHEL, Skillsoft, Amazon Web Services (AWS), XHTML, GitHub, Markdown, SoftLayer, JavaScript, XML, RESTful APIs, BSS, and proprietary applications.

TROY Group, Inc.

Senior Online Help / Mobile User Assistance Developer Wheeling, WV January 2014 to October 2016

IntelliMark, TROY SecureForms and Secure Print Enterprise (TSPE) SecurePort Printer Configuration Utility responsive online help, field level help, Word, and PDF outputs in a virtual environment.

Developed documentation for new and ever changing web applications using MadCap Flare and Storyline that provides label manufactures with a viable production application with which to consistently interface with their products reducing costs and production time.

Provided complete direction to the company concerning tool choices, user interface design, and functionality.

MadCap Flare, Acrobat, Windows Server Manager, IIS Manager, JSON, API, GIT, Confluence, SoftLayer, AI, SQL Manager, HRIS, PowerShell, XHTML, SSO, npm, Hadoop, Node.js, GitHub, Markdown, JIRA, OSS, CSS, LMS, and XML.

UniRush and Rushcard

Senior Knowledge Base Developer / Trainer Cincinnati, OH March 2016 to July 2016

Developed Knowledge Base for iRapid! MasterCard / Visa paycards for Electronics Fare Collection (EFC) using RoboHelp and Storyline in a distributed team.

Acquired information from diverse sources, at different times, and under extremely stressful timeframes within the ISO 8583 compliance standards.

Adhere to Europay, Mastercard, and Visa (EMV) compliance regulations for card computer chips to secure payment technology.

Created training presentations and trained other developers.

Project management coordinated all facets throughout the project lifecycle.

Ci3 Control Installations

Senior Technical Writer and Business Analyst Des Moines, IA February 1996 to June 2016

Developed Access Sentry, Action-Eye, and Dispatch Online Help and User Documentation.

Developed mobile help, installation guides, user / administrator documents, and video solutions for alarm and security systems using MadCap Flare and Microsoft Office tools.

Integrated many disarrayed documents into a usable installation solution involving AWS, Windows Server Manager, IIS Manager, APIs, SQL Manager, and SQL Configuration Manager in a 2008 / 2012 cross-product environment.

HBM, Inc.

Senior Technical Writer and Localization Chicago, IL December 2014 to March 2015

SomatXR Ultra-Rugged Data Acquisition (DAQ) Responsive Online Help and MadCap Flare developer.

Developed help system for measurement engineering application acquiring data through conversing with developers providing a comprehensive HTML5 / CSS3 / DITA / XML-based solution using MadCap Flare, Lingo, and Microsoft Office tools.

Produced Data Sheets, Quick Start Guides, and User Manuals.

Localization between multiple languages.

Coordinated documents between multiple engineers around the world during a crisis situation to ensure consistent structure and valid information was produced out of complete chaos.

Integretech Consulting, Inc.

Senior Online Help Developer New York, NY January 2013 to December 2017

Develop and maintain TalentBrowser Online Help in a telecommute capacity.

Lead developer and user interface designer for TalentBrowser an applicant tracking system (ATS) including Standard Operating Procedures (SOPs), policies, knowledge base, Frequently Asked Questions (FAQs), and APIs for non-technical users.

Project Manager responsible for resource allocation, budget and expenditure recommendations, project coordination, deliverable due dates, communications, scope containment, and risk management while working in conjunction with Subject Matter Experts, developers, and end-users.

Saved thousands of dollars using implementing templates, CSS, and macros.

Technologies: Edit graphics for proper format, color, sizing, resolution, and content. Word, Excel, Access, PowerPoint, SharePoint, Visio, Photoshop, SnagIt, Capture, Flare, Dreamweaver, Microsoft Visual Web Developer, RoboHelp, RoboHTML, and Adobe Illustrator.

Monsanto

Senior Instructional Design Developer and Business Analyst St. Louis, MO January 2014 to May 2014

Instructor-led training (ILT) and iOS computer-based training (CBT) courses for Salesforce-based inventory and tracking system intended for non-technical users on iPads developed for Land Managers.

Interface design for screen simulations (laptops and mobile devices), FAQs, APIs, policies, security, standard operation procedures (SOP), and specifications.

Expedited user adoption and training programs for Enterprise Resource Planning (ERP) implementation initiatives using new ideas to accelerate production time between team members and outside influences.

Led and participated in training needs assessment, audience analysis, third-party relationships, and job / task analysis.

Responsible for project coordination, meeting unrealistic deliverable due dates, communications, scope containment, training team members on iPad use and iOS standards, troubleshooting, Salesforce integration, and risk management.

Exceeded client expectations delivering content faster and cheaper than expected.

Technologies: Edited graphics for proper format, color, sizing, resolution, and content adhering to strict company template requirements. Word, Excel, Access, PowerPoint, Skillsoft, SharePoint, Visio, Photoshop, SnagIt, Capture, Captivate, PowerPoint, Microsoft Visual Web Developer, Visual Studio, Adobe Illustrator, Salesforce, and Cloud technologies.

Mercy Hospital – Catholic Health Initiatives (CHI)

Senior Technical Writer and Business Analyst Des Moines, IA November 2012 to October 2013

Developed Nationwide Policy and Procedure Documentation.

Synchronize, translate, consolidate, and write healthcare information technology processes, APIs, and SOP documentation for all hospitals and clinics nationwide to ensure that they are functionally aligned for the Electronic Health Records (EHS) initiative.

Including but not limited to security, networking, disaster recovery, communications, operations, hardware, software, and office “equipment”, such as smartphones, printers, faxes, copiers, digital medical devices, and other handheld devices.

Write and convert 508 compliant user documentation for McKesson STAR HL7, Remedy, iCARE, and Cerner applications while adhering to all State and Federal rules and regulations.

Collaborated with a large team of SMEs nationwide to make sure no hospitals or clinics were adversely affected by the new directives including adhering to the Health Insurance Portability and Accountability Act (HIPAA), Health Information Technology for Economic and Clinical Health (HITECH) Breach Notification, Accountability Care Act (ACA) regulations, Fast Healthcare Interoperability Resources (FHIR), and the Health Insurance Portability.

Commended on my ability telecommute and interact with a diverse set of individuals with varying levels of technical skills and taking their enormous amount of dissimilar information to develop a usable solution that passed both the internal and external audit.

Technologies: Word, Excel, PowerPoint, Confluence, SharePoint, Skillsoft, Visio, and other proprietary applications.

Black Knight Financial Services

Senior Specifications Writer and Business Analyst Jacksonville, FL January 2012 to October 2012

Designed and documented customized Empower installations, formerly Lender Processing Services (LPS).

Gathered business requirements from Mortgage Lending Clients, such as Bank of America and Citizens, and created Functional Design Specifications to configure customized software setups for a complex, modular application (Empower) including administrative and end-user documentation while recommending solutions for the client’s loan origination and servicing.

Practiced with a team of traveling geniuses that combined our diverse superpowers to expedite installations at client sites by writing successful yet sometimes off-the-wall Business Requirement solutions for all Loan Origination Life Cycle roles using ITIL for the Empower Loan Operating System (LOS).

Followed and developed strict security requirements to safeguard all communications between the LOS and client pipeline including the Sarbanes-Oxley (SOX) and ISO 8583 compliance standards.

Completed gap analysis of previous implementation version versus upgraded code to locate inconsistencies or conflicts with the current line of business requirements including a large knowledge base.

Emerson Process Management

Senior Technical Writer and Online Help Developer Marshalltown, IA January 1995 to October 2011

Projects: 10,000+ screen Online Help System, White Papers, User Manuals, Specification Sheets, and Random Projects.

Researched, documented, and edited process control hardware / software manuals, specification sheets, white papers, errata sheets, and other data used by field engineers to integrate, maintain, and troubleshoot electronic gas and oil control valves, filtration, industrial engines and compressors using accelerometers, Resistance Temperature Detectors (RTDs), thermocouples, flow meters, liquids, pickups, drilling, pipes, tubes, encoders, qualifiers, PCL, SCADA, and various Inputs / Outputs (I/O).

Documented developer level APIs and a variety of security protocols both hardware and software related.

Remained in constant contact with the team of technical writers, SMEs, engineers, and developers virtually around the world.

Designed and created Graphical User Interface (GUI) screens including API assistance while developing test case scenarios, case histories, and User Acceptance Training (UAT).

Saved thousands of dollars a year by developing a cost-effective AutoCAD conversion process. Converted multiple types of data from various data sources into one main application while maintaining data integrity between all systems.

Produced integrated content sensitive and conditional text online help systems (RTF to CHM to HTML conversions) keeping client in-line with the newest technologies.

Developed RoboHelp training documentation and trained employees using interactive self-help and self-based training videos and product demonstrations including localization.

Technologies: Word, RoboHelp, RoboHTML, MadCap Flare, Doc-to-Help, AuthorIT, XML, PowerPoint, Skillsoft, Visio, Excel, CAD, AutoCAD, Visual Basic, Capture, SnagIt and proprietary software.

iPrismGlobal

Senior Technical Writer and Online Help Developer Marion, IA February 2009 to December 2011

MyOffice Online Help Development, API, and Network System / Server Documentation.

Documented end-user modules for the MyOffice interface using Web technologies to provide online help for FAQs, self-help directives, groups and discussion threads, integrated Customer Resource Management (CRM) data, secure and unified communications, document management, and customized workflow, including content creation and management.

Exceeded customer’s expectations who recommended my services to their cloud provider after I researched, documented, and edited their internal network infrastructure including the system’s backup and restoration, inherent performance characteristics, performance benchmarks, expected and actual performance, servers, workstations, applications, firewalls, security, risks, and system maintenance procedures.

Safeguarded the Information Technology departments by identifying areas of risk and directing the development of process and procedure disaster recovery documentation. Implemented the Rational Unified Process to correlate with company standards.

Documented Operations Support Systems (OSS) network inventory and management, service provisioning, network configuration, service delivery, fault management, and customer care with integrated Business Support Systems (BSS).

Provided technical directives concerning legal and regulatory compliance records management adhering to state and federal requirements, for internal and external customers inherit to a company’s specific business

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