adysi8@r.postjobfree.com 954-***-****

https://www.linkedin.com/in/robert-hays-a6271725/

Robert Edward Hays

Content Writer with extensive experience in high volume software houses, hitting multiple deadlines for multiple domestic and international audiences. My education and experience enable me to create technical documents designed to reduce the time and effort required to explain product use.

SKILLSET

ROLES

TOOLS

CONTENT FOCUS

Technical Writer

MadCap Flare/Central

Blog Posts

Developer Content Writer

MS Office/Word/Visio

Technical Marketing Content

TW Team Lead

RoboHelp

Video Scripts

ISO Management Representative

SharePoint

Style Guides

Blog/Script Writer

HTML/XML/DITA

Process Guides, User Manuals

Content Architect

WordPress

Functional/System Specifications

SUCCESSES

Manager, User Enablement, insightsoftware and Logi Analytics 2019-2023

After insightsoftware acquired Logi Analytics, my title changed to Manager of User Enablement. I headed a team using MadCap Flare to create Help Systems for B2B software targeted to the Office of the CFO. We were tasked with converting legacy help to Flare, and then publishing to Central and Zendesk. Working with a global team of 15 Content Developers and over 100 engineers, I was tasked with leading the team in Policy and Process, Training and Onboarding, and I maintained a documentation library of 45,000 articles. I was responsible for the accuracy of:

55 Help Systems

13 Developer Manuals

Dozens of System Specifications and Requirements documents

1000+ Release Notes and Engineering Marketing Content

PowerPoint Training Materials

Senior Technical Writer, Logi Analytics

I moved to the Washington, DC area in 2019, where I heard about a new challenge to create an entirely new Help System for a suite of B2B analytics products created by Logi Analytics. Successes included:

Conversion of 2,000 topics from an in-house Help System to MadCap Flare Help

Creation of a documentation library in GIT to treat content as code

Interface with Engineers, QA, Product Management and Customer Support to create Specifications documents

Establish Agile SDLC for content creation and evangelize the process in the company

Lead a team of 5 Content Developers after Logi acquired two other companies

Training Content Team Lead, Shoes For Crews 2017-2019

I acquired the SFC Training Content Team Lead position, supervising a local/remote team creating training material, then becoming the sole Technical Writer. Successes included:

Implement a MadCap Flare solution to a company that was using SharePoint and MS Word

Create Training Materials for Customer Service

Describe functionality of new software suite and creating Help Systems for existing software

Interface with SMEs in Development, Accounting, Sales, Marketing, and Customer Care

Lead a team of writers in an Agile environment, running Sprints, grooming backlogs, and creating in-app and print help using Adobe Acrobat Pro

Technical Writing Team Facilitator, MadCap Consulting, (Nestleˈ) 2016-2017

As the Facilitator for a team of MadCap Flare Content Developers, I was tasked with creating PowerPoint Presentations and provide training for the Nestleˈ Learning Center staff. Successes included:

Create new MadCap Flare Help Systems, Training Materials, and associated architecture for SAP audience of 300,000 Engineers, Mechanics, and Factory users

Edit process documents for 150-person internal Nestleˈ IT team and the Content Developers, to ensure world guidelines for content are maintained

Create content describing Government-Specific content for SAP implementations in the US and other countries

Technical Writer III, Radial 2015-2016

At Radial (previously eBay Enterprise), I was tasked to work with engineers on API content, create Help Systems for the latest software releases, update technical marketing content, and create a Content Policy Committee that was tasked with overhauling the Radial libraries. Successes included:

Ported existing content to MadCap Flare and documented new Omnichannel control panel

Set up library and workflows in SharePoint for Content Policy Committee documentation

Provided processes for creating storing, tracking, and publishing Content in an Agile SDLC

Technical Writer, Anthology 2011-2015

I was recruited from Verio/NTT America by Anthology, to create a new content ecosystem and be the principal writer for Federal Financial Aid technical marketing content. Successes included:

Helped convert a large RoboHelp CMS into MadCap Flare

Documented Federal Government software requirements for Student Loan Processing

Worked with Government College Financial Aid officers to ensure we properly documented regulatory compliance updates to our software and processes

Created process documents, Help Systems, and supporting content for Installer modules

Served as the SharePoint Administrator, creating and maintaining SharePoint workflows

ISO Quality Coordinator/Senior Technical Writer, Verio/NTT America 2001 - 2011

In addition to my Senior Technical Writing duties at Verio, I earned the opportunity to be the Lead Auditor/ISO Quality Coordinator to help Verio become the first Web Hosting company with ISO 9000 certification. Successes included:

Created and/or edited hundreds of Engineering and Data Center SOP documents

Served as the Management Representative for external audits, and worked with Executives to ensure proper corrective actions were taken

Created document control policies that ensured accurate version control

Trained all departments to create proper processes and manage content to pass audits

Senior Technical Writer, Verio/NTT America

I worked with two particularly brilliant developers to create the first interactive DITA-Spec XML Help System that used real time, customer specific information, presented dynamically in topics. Successes included:

Helped automate the Release Notes generation process, taking content directly from databases, formatting the information and converting it to developer and end user work instructions

Served as author and primary editor of all SOAP API content

Worked with Sales and Marketing to create RFI and RFP content

Worked as an assistant PMO to the Director on a 6-million-dollar CS Conversion project, performing all duties of a Project Manager

CERTIFICATIONS AND TRAINING

COLLEGE DEGREES

CERTIFICATIONS

FORMAL TRAINING

Science Journalism

ISO 9001:2008 Lead Auditor

MadCap Flare 7 through 2023

Computer Science/ Chemistry

ISO 9000:2000 Auditor

SCRUM /PMP/Agile Training

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