Technical Writer Freelance

Kyle Laffoon

**** ******* *** ***** • Trinity NC 27370 • (m)972-***-**** • ***********@*****.***

CAREER SUMMARY

Over 10 years experience in systems analysis and technical writing for wide range of industries, including: global scale financial assets company, cloud server web hosting, commercial banking, mortgage banking, manufacturing, and crude oil trading companies.

• Captured interdepartmental workflows and created dashboards in Power BI.

• Realigned efforts of Customer Support and Documentation teams for cloud services company.

• Wrote all needed corporate communications for privately held bank and managed online policies and procedures.

• Captured process documentation on experimental refurbishing process for iron manufacturing company.

• Wrote process flow descriptions and created corresponding diagrams for corporate banking transition.

• Created new auditing methods and documented process for 200% increase in efficiency.

• Designed and implemented document control systems. EXPERIENCE

Alkami Technology 6/2022 – Present

Systems Analyst / Technical Writer

• Programs most used: Confluence, WordPress, Visio, Google Docs

• Supporting 4 product lines: SDK, API, Core Custom, and Core Standard

• Managing the User Group discussions for the Training & Documentation Group

• Assembling SDK training video series in Camtasia

• Working on transition from content management in Google Docs and publishing PDF in WordPress to a more robust Content Management System

Systemware 2/2022 – 6/2022

Systems Analyst / Technical Writer

• Programs most used: Madcap Fare, Dreamweaver, Visio, Word, Oracle SQL Developer

• Worked with a team of Technical Writers to support internal documentation for Database developers.

• Wrote client-facing documentation in Madcap Flare. TEKSystems – on assignment with JP Morgan Chase 4/2020 – 1/2022 Systems Analyst / Technical Writer

• Programs most used: Confluence, Visio, Word, Oracle SQL Developer

• Supporting 2 product lines: Privileged Session Proxy and Next Generation Vaulting (NGV). o Capturing new and editing existing internal procedure content in Confluence for both teams.

• Attending Agile stand ups, recommending sprint focus adjustments, and capturing project notes.

• Updating process flows for current and ongoing projects.

• Hosting Zoom meetings with individual team members to discuss project specifics.

• Updating intra-department content management and input/submission processes. CoreAxis Consulting - on assignment with HD Vest 2/2019 – 4/2020 Instructional Designer / Senior Technical Writer

• Programs most used: RoboHelp, Captivate, Brainshark, SumTotal, Power BI, Acrobat Professional, Word, Power BI

• Aligned efforts of Documentation and Training teams.

• Designed ongoing Learning Center UI Updates (HTML and SumTotal).

• Assessed workflows and created reporting and manager dashboards in Power BI.

• Assembled training class modules in Captivate.

• Redesigned layout options in RoboHelp for Policies & Procedures updated HTML 5 layout.

• Presented options for managing content in Madcap Flare to Documentation team.

• Managed Subject Matter Expert (SME) discussions and audit-based updates to Policies & Procedures.

• Updated content management and input/submission processes. Insource Group – on assignment with Pioneer Natural Resources 8/2018 – 2/2019 Editor / Senior Technical Writer

• Programs most used: Word, Visio, OnBase, and Dreamweaver

• Edited writing for Documentation Team - employing writing standard for all internal Engineering team communications.

• Tested content management systems for shared efforts inside the team and with Legal Documentation Team.

• Assembled OnBase Quick Reference Guide for the junior writers on the team.

• Introduced streamlined editing markup options for increased edit discussion. Veritude/Fidelity 10/2016 – 7/2018

Technical Writer

Kyle Laffoon

• Programs most used: WordPress, Dreamweaver, Jira, Confluence

• Managed full SDK documentation project for internal authentication and authorization capabilities design group supporting full internal app array.

• Created full project charter, timeline and plan and delivered new content for each sprint.

• Continuously met with SMEs in all team segments for Federation, Customer and System Authentication, Vulnerability Remediation, and Strategic Labs to capture API documentation.

• Created interdepartmental workflows and created dashboards in Power BI. Rackspace 04/2013 – 10/2016

Customer Content Strategist III / Technical Writer IV

• Programs most used: Drupal, Disqus, Jira, Confluence, GitHub, various text editors for HTML and Markdown design

• Managed Knowledge Center article creation and maintenance of 2,400 articles, in Drupal.

• Sat with all 3 shifts of Customer Support Team to rebuild communication channel with Knowledge Base Team.

• Worked with team Project Managers to prepare JSON / API documentation in advance of product launches for Big Data and Managed Cloud Monitoring.

• Contributed to migration of user instruction and API documentation from Drupal and Swagger to a unified platform using Markdown.

• Monitored incoming comments on articles.

o Responded to customers with full solutions.

o Updated Knowledge Center content based on customer experience.

• Created curriculum and taught internal classes on process redesign, content creation, and GitHub. Beal Bank 12/2008 – 04/2013

Technical Writer

• Programs most used: Adobe RoboHelp, RoboHelp Server, FrameMaker 7.1 and 10, Acrobat Professional, Microsoft Word, Visio

• Managed all corporate communications for Beal mortgage affiliate MGC Mortgage.

• Worked with VP of Documentation and Documentation Team to meet all internal and external deadlines.

• Updated training presentations, policies, procedures, user guides, task forms.

• Troubleshot issues in FrameMaker and applied XML updates and revisions, where needed.

• Followed up in 2019/2020 to aid the Documentation Team in Procedure updated in updated RoboHelp platforms.

(Full descriptions of responsibilities for the following positions are available, on request. Abridged for time considerations.)

• TEKsystems (on assignment with Trinity Industries) 12/07 – 09/08 and 11/08 – 12/08 Technical Writer Resource

• The Insource Group (on assignment with Beal Bank) 09/2008 – 10/2008 Short Term Technical Writer Resource - Managed brief timeline to complete three procedure manuals by October deadline

• Bank of America 02/2005 – 11/2007 - Business Analyst / Technical Writer – Consultant

• Volt Technical Services 01/2006 (3 weeks) - Short Term Technical Editor/Writer – Consultant

• MidFirst Bank 09/2001 – 02/2005 - Technical Writer / Funding Post Closing Team Lead

• TRC Personnel / Spherion Staffing 12/1999 – 08/2001 - Freelance Writer / Data Specialist

• TEPPCO Crude Oil LLC/ Duke Energy 12/1998 – 11/1999 - Technical Writer / Contract Administrator EDUCATION

Oklahoma State University, Oklahoma City

Associate of Applied Science in Technical

Communications with Emphasis in Technical Writing

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