Technical Writer Scrum Master

GREG ZURKAN

Lakewood, CO • 720-***-**** • **********@***.*** • LinkedIn

Technical Writing High-Quality Documentation

Seasoned Technical Writer with demonstrated experience documenting complex IT and engineering processes across diverse sectors. Expert in creating and managing detailed ITIL operating procedures, engineering design documents, and process flow diagrams which contributes to increasing operational efficiencies and compliance. Skilled in navigating and optimizing content management systems such as ServiceNow and Confluence which reflects the ability to assimilate and document technical information effectively. Scrum Master, facilitated SAFe (4.0/4.5) transition and deployment of agile methodologies which streamlined project lifecycles. Bring a proven track record of developing comprehensive knowledge bases that support Tier 2 and 3 IT operations while ensuring precision and accessibility in fast-paced environments.

Areas of Expertise:

Stakeholder and Cross-functional Team Collaboration Technical User Manual Creation and Editing

Content Conceptualization and Development Documentation Process Management Content Maintenance

Standard Operating Procedures (SOP) Document Development Job Aids Process Flows Process Documentation

SAFe SPAC, ITIL, Six Sigma Green Belt and ISO Standards PCI, SOX, HIPAA Compliance/Regulatory Documentation

Technical Skills:

Atlassian Suite (Jira / Confluence) MS Office Suite

SharePoint ServiceNow Visio DrawIO Google Suite Adobe Acrobat

Professional Experience

ECHOSPHERE/DISH TECHNOLOGIES, Littleton, CO 2016 – 2024

Staff Technical Writer (2019 – 2024)

Oversaw Confluence administration and knowledge management for DISH's National 5G Deployment & Integration teams, focusing on improving documentation accessibility. Established and maintained ServiceNow Knowledge Bases to streamline operational documentation for Wireless Operations, resulting in improving process efficiency.

Authored and revised ITIL compliant MOPs, SOPs, and job aids, crucial for operational excellence of 5G Wireless NOC and call centers.

Designed intricate process flow diagrams to support effective deployment strategies for DISH Wireless teams.

Managed Jira and ServiceNow ticketing for document editing, publishing, revising, and assistance to ensure rapid response to operational needs.

Led meetings with process owners to develop and update SOPs, process maps, and MOPs in alignment with stringent DISH standards and regulatory compliance.

Conducted comprehensive annual audits on technical documents to confirm up-to-date and accurate information in order to reinforce compliance and quality.

Administered Confluence updates including permissions adjustments and status report consolidations to ensure availability of current information to all stakeholders.

Sr Technical Writer/Scrum Master (2016 – 2018)

Improved user interface comprehension and product usability for new DISH set-top box features by creating and documenting detailed requirements. Documented and maintained UX/display graphics with precision to ensure high-quality visual aids accompanied technical manuals.

Championed Agile methodologies and facilitated SAFe (4.0/4.5) transition for DISH Technologies as part of an Agile Leader team which boosted development process efficiency.

Led and mentored a team of 8 scrum masters while concurrently managing scrum ceremonies across three development teams to optimize team dynamics and project delivery.

Demonstrated versatility in roles encompassing technical writing and operational management while effectively overseeing software development and deployment documentation.

CHARTER COMMUNICATIONS, Centennial, CO 2015 (Sep-Dec)

Technical Writer

Served as sole technical writer and led key projects with minimal supervision. Conducted interviews with numerous IT staff to optimize Confluence configurations, as well as administer SharePoint sites in alignment with departmental requirements.

Improved document accessibility and structure by revamping SharePoint sites to align with key organizational changes within IT.

Constructed Confluence sites tailored to team needs and integrated SharePoint documentation to streamline project workflows.

Designed and developed graphics from whiteboard sessions to aid in visual comprehension and presentation of complex information.

DAVITA, INC., Denver, CO 2014 – 2015

Technical Writer

Assisted in documentation and ongoing updates IT operations, focusing on boosting operational workflows and knowledge retrieval systems.

Facilitated faster and more compliant provisioning processes, as well as streamlined IT infrastructure development requests through effective management in ServiceNow.

ENSERCA ENGINEERING, Lakewood, CO 2014 (Mar-Sep)

Technical Writer

Collaborated with engineering teams to develop comprehensive Operation Guides for newly constructed Oil & Gas processing facilities in order to increase operational clarity and safety standards.

Additional Experience:

Senior Technical Writer at Western Union (2013 – 2014); Senior Technical Writer/BA/PM at MoneyGram International (2009 – 2013); Technical Writer at Staples/Corporate Express (2009, May-June); Technical Writer at First Data Corporation (2007 – 2009); Technical Writer at DCP Midstream (2007, June-Dec); Technical Writer at Level 3 (2007, Apr-June); Technical Writer at ViaWest (2005 – 2007).

Education

UNIVERSITY OF COLORADO, Denver, CO

English Writing

ARAPAHOE COMMUNITY COLLEGE, Littleton, CO

AA - English

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