**** *********** *****, ******** *******, COLORADO 80918
Creative, innovative, and results-driven professional, offering broad-based experience in technical writing and editing, content development, and information systems engineering. Adept at drafting and editing a variety of whitepapers, internal technical procedures, and customer-facing contents for IT companies. Armed with proven ability to understand and discuss complex technical concepts and software products, along with their features and benefits. Equipped with well-honed interpersonal, communication, problem-solving, analytical, and multitasking skills. Proficient with Linux, Windows, Oracle WebCenter Content, Microsoft Office Suite, and Cloud applications. SUMMARY OF RELEVANT EXPERIENCE
Technical Writing and Editing
Wrote, edited, and published technical curriculum on Optika/Stellent products; software development kit
(SDK); application programming interface (API); and Imaging, COLD, and Workflow.
Demonstrated technical expertise in fulfilling the following roles:
Subject matter expert, product documentation contributor, and editor for Optika products and newsletter;
Lead author and editor for customer-facing knowledge;
Mentor for global teams on service request management (SRM) diagnostic methods;
Lead senior primary instructor on SDK/API;
Content author and editor, in charge of contributing to the Oracle’s knowledge-base with focus on technical life cycle; bugs documentation and enhancement; internal and customer-facing initiatives; how-to and problem resolution/troubleshooting; system features; whitepapers; and knowledge WebCenter Content (WCC) products.
Program and System Development
Efficiently handled content for outdated information, new features and processes, and formatting.
Utilized desktop and web publishing tools and content management systems through Microsoft Office Suite, Adobe PageMaker, Proprietary Tools, XML, HTML, and WYSIWYG.
Administered Oracle WCC Suite which involved on-premise platform, backend SQL and storage media, Fusion Middleware integration, operating systems, and diagnostic tools.
Developed automation flows for Service Requests (SRM/CRM), templates for product issue reporting, and artificial intelligence flows for customer ticket.
Launched courseware at Oracle University, education centers, customer sites, and websites.
Earned award for displaying excellence in customer satisfaction and support.
Received several accolades and awards for demonstrating outstanding performance and work ethic. Staff Collaboration and Training
Effectively supervised and trained the global team on technical writing and editing.
Exemplified skills in providing technical education to internal teams, business partners, and customers.
Teamed up with global virtual subject matter experts, product managers, developers, and technical writing staff in completing diversified tasks.
2745 DELIVERANCE DRIVE, COLORADO SPRINGS, COLORADO 80918 719-***-**** firstname.lastname@example.org
2 of 2
ORACLE, INC. (ACQUIRED STELLENT, INC.) – COLORADO SPRINGS, CO Senior Technical Support Engineer: 2008–2020
ORACLE UNIVERSITY – U.S.A
Senior Technical Trainer: 1998-2008
STELLENT, INC. (ACQUIRED OPTIKA, INC.) – COLORADO SPRINGS, CO Senior Lead Technical Trainer/ Curriculum Developer OPTIKA, INC. – COLORADO SPRINGS, CO
Senior Lead Technical Trainer/ Curriculum Developer Technical Support Engineer: 1995 - 1998
COLORADO INTERSTATE GAS (COASTAL CORPORATION) – COLORADO SPRINGS, CO Network Controller
MEMORIAL HOSPITAL – COLORADO SPRINGS, CO
PC Analyst (Information Systems)
Help Desk Coordinator (Information Systems)
Bachelor of Science in Computer Information Systems Chapman University – Orange, CA
Associate of Applied Science in Computer Information Systems Pikes Peak Community College – Colorado Springs, CO PROFESSIONAL DEVELOPMENT
Customer Success Advocate * Customer-Focused * Cross-Group Collaboration * Rapport-Building * Team-Oriented Self-Starter * Leadership * Mentor * Coach * Multi-Task * Time Management * Prioritize * Critical Thinking Problem Solving * Communication * Attention to Detail * Systems Development Life Cycle (SDLC) ECM (Content Management) * Imaging * Workflow * Content Cloud * SaaS * PaaS High-Quality Technical Documentation