Technical Writer Documentation Analyst/Manager

CARL FEIGENBAUM

*******@*********.***

**** ***** ***** 770-***-**** (H)

Milton, GA 30004 770-***-**** (C)

SUMMARY

Technical Writer/Business Analyst who, working from business/functional/software requirements, has built powerful information solutions that stakeholders used to meet departmental, business, and financial objectives. Recognized for productivity, has built from start-up extensive technical writing/documentation libraries and knowledge bases that effectively supported corporate performance, customer satisfaction, and profitability. SKILLS AND EXPERTISE

Technical Writing/Documentation Knowledge Base Development Requirements Analysis Information Needs Assessment Process Flows/Business Rules Methods & Procedures

Strategic Planning Stakeholder/SME Relations

TOOLS

Word; PowerPoint; Visio; SharePoint; Agile Methodology; TopTeam Requirements Engine; Excel; MindTouch CMS; IOT; Acrobat; Oracle CRM/OSM/BRM; ePath Learning LMS; ISO Standards; Information Mapping; SnagIt; Snip It; HTML; RoboHelp ACCOMPLISHMENTS

Assessing strategic operational needs, played the key role in building knowledge base websites supporting seven independent call centers servicing four different automotive telematics products. Built for a major telecommunications company the entire documentation library for a new IOT Web product that manages all aspects of SIM device processing. Recognized by Management, built the entire technical documentation library supporting on time migration to a new enterprise-wide order management system. Through SharePoint, loaded content enabled the client to implement on-time/on-budget a personnel/human resources portal strategically configured for employee use on a world-wide basis. Formulated a 450-seat-call center communication strategy and built the resulting portfolio of information resources to support customer service operation. Assigned to in-house and client projects, built responsive technical/document libraries supporting the on-time roll-out of IBM-defined “cutting edge” programs. Contributed to corporate profitability by managing the Version Control/Software Release Policy supporting 53 different credit card processing software products. Built an extensive library of technical documentation, including: Business rules; FAQs; product guides; call-handling/troubleshooting procedures; service call/security architectures; service request process flows; M&P manuals; quality audit manuals; use cases; operations guides; user guides; needs assessments; “Lessons Learned” databases; “Best Practices” databases; instructional design guides; process guides; quick reference tools; policy statements; implementation guides. PROFESSIONAL EXPERIENCE

Contract Technical Writer, AT&T IOT Systems; 5/19 - 10/19

● Working with Business Analysts, Product Managers, UIX Development, and Product Implementation, built from scratch the initial documentation library supporting the roll-out of a product portfolio managing all aspects of SIM device processing.

● Designed templates and built documents for: User guides, implementation/product release guides, process guides, test case guidelines, operation guides, training guides; glossaries; FAQ guides.

Self-employed Editorial/Communications Projects, 1/18 – 2/19

● Contracts in Change Management, Instructional Design, Knowledge Base Wireframes Contract Technical Writer, Cox Enterprises; 9/16 – 10/17

● Working with Process Management and Change Management, wrote technical documentation for an order management system rolled out across three different operational systems.

● Coordinating with Process SMEs, took the initiative to build an enterprise-wide Corporate Glossary of Terms that facilitated effective and accurate communication across teams/departments/divisions.

● Built Corporate Communication marketing packages supporting change management activities guiding product release strategy.

Contract Technical Writer, Charter Business; 2/16 – 8/16

● Working with ORACLE CMS products, built a documentation library covering the entire Cable TV product delivery cycle.

● Served as Release Liaison with sales managers, contract specialists, program managers, and department managers.

Contract Technical Writer, Newell/Rubbermaid; 12/15 -1/16

● Loaded content on SharePoint CMS for a global Human Resources website

● Participated in Business Analysis Reviews to ensure accuracy across country/product/division/department/security access. Chief Technical Writer/Requirements Analyst, Verizon Telematics, 8/08 – 10/15

● Designed knowledge base wire-frames across various customer service configurations— B2B/VAR, B2C, Global.

● Defining templates, using MindTouch CMS built “knowledge content” resources stored on each website.

● Assisted in Agile software development by reconciling business/functional/system requirements against call center usability/navigation requirements. Senior Documentation Analyst, IBM Global Business Systems; 9/06 – 8/08

● Worked with Software and Logistics Engineers to define the business and functional requirements for a new logistics software system offered to major trucking companies.

● Ensured for an annuity company roll-out that all technical documents were compliant with and responsive to process engineering and security policy requirements. EDUCATION

Ph.D., history, Cornell University, Ithaca, NY

B.A., political science, cum laude, Phi Beta Kappa; Union College, Schenectady, NY

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