Technical Writer Content Management

Elizabeth Johns

Highland Village, TX *****

Phone: 972-***-****

Email: *********@******.***

Profile

Technical Writer/Editor and document accessibility consultant experienced in creating and editing technical documentation that reduces demands on support and training staff. Produce clear, audience-appropriate technical, instructional, and help documentation. Ensure that content meets Section 508 accessibility requirements.

Technical Skills

Adobe Acrobat 2024

Microsoft Office 2016 Suite (including Excel, Visio, PowerPoint, OneNote, and advanced MS Word)

Proofreading, fact-checking, and style guides

Accessibility tools (CommonLook, Colour Contrast Analyzer, and screen reading applications)

Content management tools (e.g., SharePoint Online)

Education and Certifications

Texas Education Agency Secondary Teacher Certification, The University of Texas at Brownsville, Brownsville, Texas

Bachelor of Arts, English, The University of Texas at Austin, Austin, Texas

Professional Experience

BOOZ ALLEN HAMILTON

AUGUST 2023 – PRESENT

ASSOCIATE ACCESSIBILITY DESIGNER AND COMPLIANCE TECHNICAL WRITER SUPPORTING THE DEPARTMENT OF VETERANS AFFAIRS

Used a variety of accessibility tools to ensure that documentation is Section 508 compliant.

Performed proofreading and editorial review documents, compile inputs/corrections, resolve incompatible comments, and provide final publishable documentation.

Worked with end users to gather and develop content.

APTIVE RESOURCES

TAKE2 CONSULTING

FEBRUARY 2021 – AUGUST 2023

CONTRACT SR. TECHNICAL WRITER/EDITOR FOR THE DEPARTMENT OF VETERANS AFFAIRS

Researched, wrote, edited, proofread, and coordinated a broad range of communications/outreach and training materials under strict deadlines, in compliance with AP style and Section 508 standards.

Proofread and copyedited content developed by other members of the team for stylistic and formatting consistency.

Met with authors and other team representatives to review documents, compile inputs/corrections, and resolve incompatible comments.

Gathered, prepared, and distributed technical meeting minutes or working session notes to articulate discussion topics, action items, and outcomes.

CONCENTRA

AUGUST 2013 – AUGUST 2020

KNOWLEDGE MANAGEMENT SPECIALIST (CONTENT MANAGER AND TECHNICAL WRITER/EDITOR)

FORMERLY CONTRACT TECHNICAL WRITER WITH COMPASS TECHNOLOGY

Using Microsoft SharePoint Enterprise 2013, conducted content management activities for clinical, technical and business process documentation. Used Sitecore 8.2 to add, edit, and publish intranet site content.

Edited policy, standard operating procedures, job aids, and reference content created by others.

Communicated content changes to the appropriate audiences and partnered with the appropriate SMEs and business owners to validate content and maintain compliance standards (including Section 508).

Facilitated monthly Forms Committee meeting and coordinated related follow-up activities.

Assisted with Learning team project needs analysis and reporting.

Trained and mentored new team members.

HEARTLAND PAYMENT SYSTEMS

AUGUST 2009 – JULY 2013

TECHNICAL WRITER (2011 – 2013)

Used FrameMaker 10 and MS Word to write and edit web-based help content for payment-system products.

Edited and proofread all documentation for each version and build release.

Maintained online document inventory.

QA and Documentation Specialist (2009 – 2011)

Performed manual, front-end, user acceptance (UAT), and regression testing for web-based applications.

Wrote test cases, instructional content, and release documentation.

MIGO SOFTWARE, INC.

MAY 2007 – MARCH 2008

CONTRACT TECHNICAL WRITER

Used MS Word and Help & Manual 4.0 to write and edit online-help and hard-copy documentation for content mobility and security software products.

Edited online content and managed localization of documentation (for translation into 12 languages).

PURE SOLUTIONS JULY 2006 – MAY 2007

CONTRACT QA EDITOR FOR CISCO SYSTEMS, INC.

Edited web-based IT training content for technical and nontechnical, global audiences. Documentation included:

Instructional web-based content

Technical documentation

Marketing material and email bulletins

Process documentation

Drafted instructional materials for customers and internal support personnel.

Provided feedback to web-based IT training content and communicated with clients throughout the review cycle.

TECHNISOURCE

NOVEMBER 2004 – FEBRUARY 2006

(FORMERLY IMPACT INNOVATIONS GROUP)

CONTRACT TECHNICAL WRITER FOR FEDEX KINKO’S

Used MS Word to write and edit user content for internal and external IT products and projects, including the following:

Internal user documentation for e-Commerce, Marketing, and LAN-support teams

Technical guides for e-Commerce support and development teams

Analysis and design artifacts (SOx documentation)

Release notes for major software updates.

Tool tips for e-Commerce applications

Used FrameMaker and WebWorks to create and maintain online help content for File, Print FedEx Kinko’s (a downloadable, custom-order, remote-printing application).

Wrote content for Print Online, a web-based, remote printing application.

Assisted with user acceptance testing for an internal data-repository application.

KFORCE (FORMERLY HALL KINION)

AUGUST 2004 – OCTOBER 2004

CONTRACT TECHNICAL WRITER FOR PIER 1 IMPORTS

Used MS Word to write, edit, and maintain documentation on existing topologies to satisfy Sarbanes-Oxley requirements. Documentation included (but was not limited to):

Appropriate use of systems and access levels.

Remote administrative access.

Account creation and terminations.

Incident response handling.

Business continuity / disaster recovery.

Worked with subject matter experts (SME’s) to ensure that policies and procedures were documented in a timely manner.

KFORCE (FORMERLY HALL KINION)

MARCH 2004 – JUNE 2004

CONTRACT TECHNICAL WRITER/EDITOR FOR IBM

Edited content files used to respond to customer proposal (RFP) questions in a sales-support environment.

Made and tracked changes based on established style guidelines.

Managed continually changing RFP content as product features changed and support staff responded to new customer questions.

MCINTOSH SEARCH, INC.

AUGUST 2003 – FEBRUARY 2004

CONTRACT TECHNICAL WRITER FOR MATCH.COM

Used Microsoft programs to compile and maintain technical specifications for the e-Commerce Development team.

Maintained documentation index for each deliverable deadline (every two weeks).

Took detailed meeting notes as needed for IT functional teams.

AUTO ONE ACCEPTANCE CORPORATION

2001 – 2003

TECHNICAL WRITER, ITS COMPLIANCE DEPARTMENT

Used Microsoft programs to write, edit, and maintain Compliance documentation on existing hardware and software topology to satisfy corporate and Office of Thrift Supervision (OTS) audit requirements. Worked with subject matter experts (SME’s) to ensure timely documentation of critical applications and processes.

Wrote and edited user documentation for LAN, Operations, and Development projects.

Maintained documentation inventory for disaster recovery plan.

GERBER TECHNOLOGY

2000 – 2001

TECHNICAL WRITER

Used MS FrontPage and RoboHelp HTML to write online documentation for garment-industry data management software.

Edited online documentation for each version release (every 2-3 months) and build update (every 1-2 weeks).

Assisted Training and Support teams with standards to ensure that training materials were consistent, straightforward, and concise.

BANK OF AMERICA (FORMERLY NATIONSBANK)

1998 – 2000

TECHNICAL WRITER, ASSET MANAGEMENT SERVICES (PRIVATE BANK TECHNOLOGY)

Developed clear, organized, audience-appropriate technical, business, and marketing documentation for Private Bank proprietary software product. Edited existing documentation to reflect changes in technology and bank policy.

Scheduled mass mailings for internal and external Private Bank communications.

Supported first-level technical and production issues via telesupport and email. Helped Private Bank customers with setup, use, and troubleshooting of software application.

Co-managed projects related to technology training and operational support.

DALLAS CO. COMMUNITY COLLEGE DISTRICT, BILL PRIEST INSTITUTE

1997

CONTRACT INSTRUCTIONAL ASSOCIATE, EDMUND J. KAHN JOB TRAINING CENTER, CUSTOMER SERVICE

Provided instructional and administrative support in an adult learning environment to include teaching of Business English and Speech Communication, writing of examinations, and curriculum development.

Established organizational procedures to improve security of test materials and departmental inventory.

Assisted students in variety of classroom settings, including self-directed computer tutorials, office procedures, and library resources.

NORRELL CORPORATION

1995 – 1996

CONTRACT INTERNATIONAL CUSTOMER SERVICE REPRESENTATIVE FOR UNITED PARCEL SERVICE

Team member of 24-hour customer service operations and support center.

Managed client records, problem resolution, billing adjustments, and shipment scheduling.

BROWNSVILLE INDEPENDENT SCHOOL DISTRICT

1992 – 1994

SECONDARY ENGLISH TEACHER

Performed planning, instruction, and assessment of student work based on recommended grade-level curriculum.

Participated in site-based management and curriculum committees.

As grade-level team leader, monitored teacher progress and addressed curriculum concerns.

UNITED STATES AIR FORCE

1991 – 1992

Civil Engineering/Plumbing Technician

Honorable Discharge due to reduction in force.

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