Customer Support Specialist and Chief Technical Writer

S E N I O R T E C H N I C A L

W R I T E R

P R O F I L E

Experienced Technical Writer with strong communication skills and over 10 years of experience writing end-user documentation in English and Spanish. K- 12 Technical Coordinator background.

S K I L L S

E X P E R I E N C E

Senior Technical Writer

2018 - 2023

ZYNCHRO LLC

SEFARDI HEBREW INSTITUTE

Created and maintained hundreds of pages of user guides, help documentation, and FAQs for Zynchro CMS.

Created 30+ training videos with Camtasia Studio for onboarding and help documentation.

Decreased customer support ticket requests by 10% in the first year and 30% by the third year.

Used knowledge base analytics to identify and prioritize workflow to create and update documentation.

Worked with customers and cross-functional teams from IT specialists, SMEs, product managers, and project managers to ensure documentation accuracy and relevancy to achieve a 95%+ content relevancy score.

Technology Coordinator

2008 - 20018

Developed bilingual help documentation and graphics for dozens of software programs and apps used by educators and families.

Created onboarding videos and documentation for new families, reducing new user calls and help desk

appointments by 20% in the first three years.

Trained and supervised over 50 teachers and supervisors in digital best practices and technical skills for education. Established and maintained an advisory committee of volunteers and experts.

Coordinated IT specialists, reducing tickets and educator help requests by 20%.

E D U C A T I O N

Universidad Iberoamericana

International Relations, 1998-2001

Suzanne

R U B I N S T E I N

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

www.linkedin.com/in/suzanne-rubinstein

Writing

Copy editing

Microsoft Word, PowerPoint, and Excel

Technical Research

Instructional Writing

Project Organization

Customer Support

Williams Technical

Technical Writing Certification, 2021

Technical Support Fundamentals, 2013

Foundations of Virtual Instruction, 2013

Google course

Google course

City University Miami

Continuing Education in Leadership, 2023

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