Technical Writer Documentation

PROFILE

Accomplished instructional designer, technical writer, content specialist, trainer, policy /procedure, software manual, support and user guides, technical documentation, and white paper creator. Organized, consistent, and efficient writer in a deadline driven environment. Expert in creating and maintaining user content and translating complex material from SMEs into understandable data for both professionals and lay users. Specializing in information mapping, Darwin Information Typing Architecture (DITA), XML, HTML, CSS, Python, Quip, Chorus, Confluence, Git, Github, Markup, Bitbucket, Word, Excel, Access, Visio, Share Point, Power Point, FrameMaker, In Design, Digital video-audio content creation and delivery, Adobe Premiere, After Effects, Photoshop, Helpdocs, Storyline, Rise 360, and other e-learning tools, and instructional design. Skilled in consulting, interviewing, project and resource management, training, communications, research, writing, proofreading, transforming, and updating old content into easily accessible, searchable online content on a company’s intranet, private database, or secure internet site. Team player consistently chosen for leadership. Familiar with Scrum, Waterfall, and Agile methodology, and developing cross compatibility, iOS, Android, PC, Mac OS, Linux, Unix systems. Possesses a track record of providing solutions to challenging issues. Specializes in making difficult to understand concepts easy to understand for lay people and experts.

KEY ACCOMPLISHMENTS

•Worked with a team of writers on Change Management documentation for accounting and financial firm.

•Created data maps for multibillion dollar acquisition for big data company.

•Interviewed SMEs creating technical guides, software and training manuals for professionals and end users.

•Developed knowledge management system for end users of user guides, help files, manuals with search content.

•Created custom DITA protocol, standards, formatting and practice guide for multinational firm.

•Created training program for Case Management Software still in use after 14 years.

•Trained classes up to 160 people at a time using both in person and e-learning training platforms on subjects from software to legal concepts for lay users.

•Managed a staff of six including administrators, content developers, trainers, and up to 12 volunteers.

•Wrote Human Resources policies and procedures for US and international staff of international company.

•Acted as communication liaison with software developers, trainers, end users, and marketing teams.

•Taught seminar training programs for other trainers.

•Created Web based training presentations and online content for professionals in a variety of fields.

•Certified Scrum Product Owner.

EXPERIENCE

Idemia, Remote,Atlanta, Ga 03/2024-07/01/2024

Senior Technical Writer Consultant

Programs Used Confluence, Framemaker, JIRA, Sharepoint, HTML, MacOS, PC, Postman, Github, Readme, API documentation tools

•Wrote Release Notes, and software documentation for Software Development kits, and software modules for Cloud hardware and software.

•Managed a team of 4 writers.

•Used Copilot for meeting notes with other writers.

•Improved and edited existing documentation.

•Assisted SMEs software toolkit for Developers looking to use the platform for their own internal state database.

•Created database of documentation for upcoming release notes.

•Drafted Master templates for Release Notes for database customers, in Platform, Releases, and SDK tools.

•Developed Change management documentation plan for Cloud Technology platforms.

•Documented APIs for Software Development Kits, and individual state updates.

•Wrote up the documentation for UX, and training modules for users.

•Wrote up internal documentation for Software Development kits in Markdown.

Microsoft, Remote,Atlanta, Ga 09/2023-03/2024

Senior Technical Writer /Instructional Designer/ Web Training Consultant

Programs used: Storyline 360, Pendo, HTML, Github, PC

•Developed training modules for Full Time Employees working in Azure Cloud hardware and software.

•Improved and edited existing documentation.

•Updated and rebranded website materials and instrructional materials on AEM and Storyline for incoming associates working in Azure Cloud Infrastructure systems.

•Optimized content architecture of Cloud Management Learning tools documentation and training tools both for AI and human users via architecture, usability, and metadata tools.

•Documented module creation process, bootcamp procedures, and organizational strategies in Markdown.

Equifax, Atlanta, Ga 10/2022-04/2023

Senior Technical Writer Consultant/Training Supervisor/Business Analyst Consultant

Programs Used Confluence, ServiceNow, Framemaker, Jira, Sharepoint, HTML, CSS and XML, Github, Miro, LucidChart, MacOS, PC

•Developed Data maps for multibillion data acquisition.

•Documented server structures of M&A companies for data ingestion.

•Created technical documentation for data ingestion effort facilitating multibillion dollar data acquisition.

•Created Community of Practice HR website for onboarding new M&A developers.

•Created UI/UX for onboarding new M&A employees.

•Evaluated tenable, and QRadar reports with DevOps teams for system vulnerabilities, and recoded solutions.

•Wrote Discovery and Documentation documents for M&A for data acquisition and transformation tools.

•Drafted technical documentation for incoming staffers from M&A companies on Oracle databases.

•Created training videos for incoming staffers from acquired companies.

•Developed training tools for incoming M&A employees with Storyline, and Rise 360.

•Documented APIs for Software Development Kits, and data ingestion tools.

•Wrote up the documentation for UX, and training modules for users following US data rentention and requirement standards.

•Documented internal processes for certain M&A acquisitions in Markdown as need for internal dev team.

Walmart, Atlanta, Ga 10/2020-10/2022

Senior Technical Writer Consultant/ Instructional Designer

Programs Used Confluence, Framemaker ServiceNow, Jira, Sharepoint, Visio, Office365, ITSL, Adobe Captivate, Helpdocs, HTML, CSS and XML, Markdown, Github, MacOS, PC

•Developed Change management documentation plan for Cloud and other Technology platforms.

•Documented API guidelines for cloud development tools like Git, Github, OneOps, Java, SQL, JSON, JIRA, and others.

•Wrote training modules in Storyline and Rise 360 for DevOps teams using APIs for testing Cloud Management tools.

•Wrote user guides, and product manuals for Cloud Management systems.

•Created various instructional programs for a variety of API tools including Testing tools requiring YAML.

•Wrote articles for DevOps online newsletter and brochures.

•Wrote Knowledge base articles in Service Now on dashboard creation, requesting service for technology issues, and requesting new custom data inputs from both internal and external sources.

•Assisted in the correction and creation of a custom dashboard page for the DevOps writing team in Service Now to repair then replace an old system request page.

•Wrote documentation from existing company documentation for updates from Bitbucket.

•Used Markup tools for Git documentation on a private Github.

•Created formats and working with SMEs to create institutional wiki in Confluence with search functionality, and imported it to Helpdocs.

•Documented process functions and formatting guides for other team members in Confluence.

•Created Cloud Management systems subprocesses in Robohelp.

•Developed structure for Robohelp documentation for teams using the tool.

•Worked extensively with project management tools developing additional functionality for worldwide staff.

•Wrote policies and procedures maintaining business continuity in a transient international retailer during an international pandemic.

•Wrote policies and procedures coordinating between legal and HR for onboarding offshore candidates.

•Documented server structures for various departments and tools.

•Edited XML documentation to conform to current DITA standards for the company in Helpdocs.

•Developed documentation for AWS and other cloud systems in areas concerning security, and user dashboards.

•Wrote logistics process and procedures in Framemaker.

•Wrote payment control systems documentation including security policies covering PI data.

•Documented API systems in the testing tools, and software development kit environments.

•Developed training tools and UX for testing.

•Wrote tools for logistics teams in Markdown wiki.

Apple/Infosys, Atlanta, Ga 10/2020-07/2022

Senior Technical Writer Consultant

Programs Used Chorus, Quip, Keynote, Webex, Wrike, Numbers, Pages, HTML, CSS and XML, MacOS

•Developed documentation plan for iRecon.

•Created formats with SMEs to create institutional documentation for iRecon in Chorus with search functionality.

•Created instructional tools for various APIs including YAML.

•Evaluated QRadar reports with DevOps teams for system vulnerabilities, and recoded solutions.

•Updated and migrated documents from Bitbucket to Chorus.

•Migrated documentation from Quip to Chorus.

•Documented process functions and formatting guides for other team members.

•Developed documentation for AWS, and ADC other cloud storage systems for iRecon.

•Documented payment reconciliation documentation including security policies for PI data.

•Developed user guide, product manuals, and documented APIs for iRecon.

KPMG/Mitchell Martin, Atlanta, Ga 07/2019-05/2020

Senior Technical Writer Consultant

Programs Used Atlassian/Confluence, ServiceNow, Jira, Sharepoint, Visio, Office365, ITSL, Adobe Captivate, Various Editing software (including Avid, Premiere, After Effects), HTML, CSS (3) and XML, MacOS, PC

•Worked with a team of writers on Change Management plan for Accounting firm.

•Created formats and working with SMEs to create institutional wiki in Atlassian/Confluence with search functionality for all aspects of accounting and auditing firm.

•Developed multimedia training design for technical documents in Visio, Photoshop, Illustrator and other graphics programs.

•Wrote knowledge base articles in Service Now for custom dashboard requests, integrating new research platforms, general Service Now requests for both data issues and technology challenges.

•Wrote video training modules for various areas of technology support.

•Drafted visual process maps and other training and development tools for all staff.

•Documented process functions and formatting guides for other team members.

•Worked extensively with project management tools developing additional functionality for worldwide staff.

•Wrote policies and procedures maintaining business continuity in a transient worldwide accounting and auditing firm, specifically focused on technology support.

•Edited XML documentation to conform to current DITA standards for the company in Confluence.

•Wrote guidelines and APIs for developing Java, SQL, JSON, JIRA, and other programming tools.

•Developed documentation for AWS and other cloud systems in areas concerning security, and user dashboards.

•Wrote documentation for user and developer tools in Powerbi, Splunk, and other tools using the SaaS tools to provide users with real time information and data.

•Wrote cloud security protocols with the internal team.

•Migrated and updated documents from Bitbucket to Confluence.

•Documented payment control and customer PI data policies with the legal department.

•Documented for teams working in PowerBi and the legal department in Markdown.

Varsity Tutors, Atlanta, GA 11/2018-07/2019

Senior Instructional Designer Consultant/ Training Manager

•Training in software and technology area including Sketch, (Vector graphics, and HTML), Vyond, Office365, and many other programs using e-learning tools and video conferencing software.

•Personalized one on one instruction for students of all age and skill levels in scripting languages such as HTML & Python.

•Developed multimedia training design for students in various subjects and skill areas.

•Wrote video training modules for students in various areas.

•Converted XML documents and documentation to conform to DITA Confluence standards.

James McConvill and Associates, St. Petersburg, FL 10/2014-11/2018

Senior Instructional Designer/ Technical Writer and Training Consultant

Programs Used Captivate, FrameMaker, In Design, SharePoint, Visio, Office365, Dreamweaver, RoboHelp, HTML, CSS (3) and XML, MacOS, PC

•Developed Change Management plan for out of country law firm to expand into US markets.

•Assisted law firms and government agencies with policy and procedure documents.

•Created visual for technical documents in Vyond, Visio, Photoshop, Illustrator and other graphics programs.

•Wrote educational sales seminars and trained lawyers and paralegals.

•Wrote video training modules for lawyers to market to clients.

•Developed multimedia training modules for lawyers and the public.

•Trained lawyers in delivery methods and presentation to the public and court.

•Documented API interfaces to automate motions, answers, and affirmative defenses.

•Created knowledge management system for end users of user guides, help files, manuals and other content.

•Developed policies and procedures maintaining business continuity in a transient employee environment.

•Developed policies and procedures for Human Resources in the US office and for international employees working in the US.

•Turned company from losing thousands every week to making$10,000-15,000 in company profits a week.

•Developed training and user protocols for cloud transfer of client information.

Gulfcoast Legal Services, Inc., Clearwater, FL 01/2007-10/2014

Senior Instructional Designer Consultant/ Technical Writer and Training Manager

Ptograms Used Captivate, FrameMaker, In Design, SharePoint, Dreamweaver, RoboHelp, HTML, CSS (3) and XML, PC

•Developed training and mentoring program. Drafted training content for volunteers and staff for non-profit.

•Created new policy and procedure for Largo, FL development office, by invitation of local government.

•Wrote and updated legal brochures and internal policies and procedures.

•Wrote and implemented HR policies and procedures.

•Created disaster recovery policies and procedures for all offices.

•Trained new and volunteer attorneys and community education, on a variety of matters.

•Designed marketing brochures related to a variety of legal matters.

•Documented API interfaces designed to automate certain elements of the legal process in self-help cases.

•Created knowledge management system for end users of user guides, help files, manuals and other content.

Three Rivers Legal Services, Inc., 10/2005-09/2006

Senior Instructional Designer / Training Manager /Lead Technical Writer

Ptograms Used Word, RoboHelp, Adobe Acrobat, and a proprietary databases.

•Trained volunteers to assist legal aid lawyers. Networked and recruited volunteers from the legal community.

•Drafted HR policies for regular student volunteers.

•Created policy and procedure guide for volunteers at non-profit agency in a regulated environment.

•Supervised 80 law students who performed client intake.

•Developed user guides, and technical manuals for new statewide database during beta test.

•Created knowledge management system for end users of user guides, help files, manuals and other content, used in statewide system.

•Received award from Supreme Court of Louisiana for work recruiting volunteers for Katrina Relief.

Regischool, St. Petersburg, FL 06/2001-10/2005

Senior Instructional Designer / Training Manager /Technical Writer

Programs Used Word and RobHelp, MacOS, PC

•Developed a proprietary database for 617 schools in Florida.

•Assisted client schools with policy and procedure updates during database conversion process.

•Wrote technical and user manual for all aspects of the proprietary database including year-end reports.

•Provided training and support for software with administrators.

•Developed HR policies and procedures and implemented the HR portal.

•Created knowledge management system for end users of user guides, help files, manuals and other content.

Chase, Tampa, FL 05/2000-05/2001

Technical Writer and Instructional Designer

Programs Used Lotus Notes PC

•Converted old documentation and new content into searchable database using for company’s intranet translating old user guides manuals and policy and procedure content from physical documents and verifying information with company programmers legal team and Human Resources department.

•Updated policy and procedure guides and migrated them to company intranet.

•Drafted user manual for national branches on new underwriting software.

•Developed user guide / technical manual for nationwide branches in new underwriting software.

•Created knowledge management system for end users of user guides, help files, manuals and other content.

•Documented policies covering protection of customer data and payment control PI.

EDUCATION cont.

St. Petersburg College AA 1997 Mass Communications

University of South Florida BA 2000 Mass Communications

Florida Coastal School of Law JD 2005 Law

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