OBJECTIVE To use my technical writing and project management skills as a manager/technical writer in a position with growth potential.
EXPERIENCE Technical Content Manager/Senior Technical Writer, Kliger-Weiss Infosystems (KWI),
Greenvale NY, 02/16 07/20
Created and maintained documentation websites for Cloud 9 Point Of Sale and Ecommerce applications, including cutting edge API documentation with "try it out" capabilities. These websites provide self-help tools for our clients and internal staff while helping to reduce support costs.
Created and maintained documentation for the Back Office merchandising system, which contains a vast assortment of applications and reports, each segmented into client-specific databases.
Partnered with the WalkMe Digital Adoption Platform (DAP) to create guided walk-thrus for an interactive "hands on" training experience.
Supported the adoption of new features by developing new content for those areas.
Independently tested the software and applied that knowledge to writing tasks while also providing recommendations that led to product improvements.
Used cross-team collaborations along with the agile processing methodology to continually deliver well-written and technically accurate scenario-based content for a myriad of internal and external releases.
Senior Technical Writer, Broadridge Financial Solutions, Deer Park New York, 01/15-01/16
Created documentation for a variety of Broadridge IT applications and technologies
Created and maintained a SharePoint Wiki website to document Broadridge tax processing, and helped create a Knowledge Management process that enables all Subject Matter Experts (SMEs) to contribute to the Wiki.
Created documentation that describes how IT captures and reports on security vulnerabilities.
Worked with remote Bonaire team to enhance their Revport documentation and bring it up to date.
Senior Technical Writer, Microsoft, Hauppauge New York, 10/06-10/14
Led the Information Protection User Assistance team through many major and minor releases, including the Forefront Server Security suite of products, Forefront Online for Exchange (FOPE), and the Exchange Online Protection (EOP) cloud-hosted email filtering service, offered as a standalone service and as part of Office 365.
Worked effectively with stakeholders in the Information Protection product team to scope, prioritize, schedule, and review content for each milestone.
Reduced Cost Of Goods Sold by resolving customer issues through developing and writing content.
Reviewed user interfaces to provide design and text input to enhance our products.
Collaborated with others to improve the customer experience. For example, partnered with marketing to create a transition center to help with customer migrations from FOPE to EOP, and provided customers with roadmap information about new features in EOP.
Led the effort to create a new service description model that could be used across all Office 365 workloads. These service descriptions provide information about what features are available with each Office 365 subscription plan.
Senior Project Leader/Technical Writer, Information Builders, New York, NY, 4/00-9/06
Coordinated and managed all of the documentation for WebFOCUS through several releases.
Organized and wrote developer and administrator, and API guides for ReportCaster,
a scheduling and distribution application for reports generated using WebFOCUS.
Coordinated and managed the WebFOCUS/iWay New Features documentation, and integrated new feature information for WebFOCUS and ReportCaster.
Integral part of team that produced the Award-winning Introduction to WebFOCUS Manual.
Led documentation efforts for the WebFOCUS security team, a vital initiative that quickly and efficiently addressed WebFOCUS customer security issues.
Designed and wrote a series of Best Practices guides, a newsletter style documentation set that provides customers with tips and techniques for using Information Builders products.
Programmer Analyst/Database Administrator, Elsevier Science, Inc., New York, NY,
Documented and prioritized business needs for local Fulfillment and Customer Service departments of a major international publishing company.
Developed, documented, and supported small-scale applications in Microsoft Access, including invoicing, manufacturing, and journal subscriber databases.
Primary VISTA 4GL programmer at New York site.
In charge of local application development, which included implementing new programs and procedures, and adding system enhancements.
Support specialist and database administrator for several contact databases worldwide.
EDUCATION State University of New York at Albany, BS, Business Administration, minor-English, 1991
Concentration in Management Information Systems and Marketing
ADVANCED Database Management, VISTA 4GL, Access, Goldmine, Crystal Reports, WebFOCUS,
TRAINING Managed Reporting, ReportCaster, iWay, Java, Content Management (DITA)
COMPUTER Languages: VISTA 4GL, SQL, FOCUS, HTML, XML
SKILLS Software: Microsoft Office (Word, Excel, Outlook, PowerPoint, OneNote, SharePoint, Teams), Exchange Online Protection (EOP), Microsoft Office 365 (MS Access, Visio, etc.), DxStudio, Product Studio, Cloud 9 POS, WordPress, Confluence, Jira, DreamWeaver,
Java Eclipse, PhotoShop, WebFOCUS, Managed Reporting, ReportCaster, Goldmine, Adobe Acrobat DC, FrameMaker, Paint Shop Pro, WorldServer, Crystal Reports
Operating Systems: Windows, iOS, UNIX, OpenVMS
HOBBIES Freelance Music Writer, Goldmine Magazine, Iola, WI, 7/96-7/06
The Story Of Rock and Soul Music: Album Reviews and Lists (amazon ebook)
Conducted research and wrote detailed profiles of musicians and their music.
Wrote album reviews and feature articles for an international audience, later collected in ebook format on amazon.com.