Technical Writer for the DOT Chief Financial Officer

LISA METZGER

www.linkedin.com/in/lisametzger/ ************@*****.***

TECHNICAL WRITER

Expertise in Government, Financial, Healthcare, Hospitality & IT Environments Provides clarity, accuracy, and creativity when presenting complex information to diverse audiences. Uniquely aligns business objectives and pursues compelling concepts that increase brand awareness, strengthen consumer engagement, and drive business growth. Collaborates with teams to refine and sharpen messages by understanding technical research and utilizing modern writing and editing styles to meet customer needs. Known for being reliable, a self-starter, having a passion for listening and learning, asking pertinent questions when necessary, being self-directed, and having an ownership attitude when executing projects.

SELECTED ACCOMPLISHMENTS

• Revises & Finalizes Drafts

• Agile Project Management

• Interprets Business Flows

• MS Word, PowerPoint, Teams, Excel

• MS Publisher

• MS Project

• CMMI

• SDLC

• SharePoint

• API Documentation

• User Acceptance Testing

• Document Library Creation & Version Control

• Audience Adaptation Management

• Grammarly

• Atlassian Confluence & Jira (4 years)

• UX design

EXPERIENCE

DEPARTMENT OF TRANSPORTATION, FEDERAL MOTOR CARRIER SAFETY ADMINISTRATION (DOT FMCSA)

Technical Writer for the Office of the Chief Financial Officer (OCFO) 12/2022 - 3/2025

Supporting the Office of the Chief Financial Officer (OCFO) by developing technical documents, standard operating procedures (SOPs), newsletters, briefings, and budget proposals. Experienced at converting complex financial and administrative information into clear, user-friendly content tailored to diverse audiences and DOT FMCSA agencies. Proven ability to collaborate with federal subject matter experts (SMEs), ensuring accuracy, compliance, and clarity in all documentation.

Key competencies include:

• Draft and update DOT memoranda, financial guidance, and internal policy documents.

• Create and manage quarterly newsletters and internal communications.

• Assist in the preparation of OCFO annual budget proposals.

• Support grants management documentation and compliance.

• Maintain and update SharePoint content.

• Conduct in-depth research and analysis to enhance document accuracy.

• Skilled experience in Microsoft Office Suite (Word, Excel, PowerPoint, Publisher), SharePoint, and MS Teams, creation while adapting to evolving policies, industry trends, and digital tools.

• Zoom, Adobe Acrobat, and ChatGPT.

Highly organized with strong writing, editing, and project management skills, ensuring deliverables meet federal guidelines and agency standards. Skilled in proposal writing, document formatting, and technical content.

CGI FEDERAL, Baltimore, MD 2021 –2022

Technical Writer

Planned, developed, organized, wrote, and edited Social Security Administration operational procedures and manuals, and created templates.

• Research, develop, and document technical design, requirements, and test documents.

• Recommend product graphics to support and clarify business processes and roles.

• Provides oversight and direction to the team in managing internal and external documentation.

• Maintained strong team collaboration with application developers and project managers creating content provided by the technical team and building customer-ready documents around the content.

• Developed operational reference guide for new and existing manager training.

• Wrote instructive and procedural styles for technical and non-technical audiences.

• Skilled in prioritization and multi-tasking.

• Documented technical software systems, including data analytics.

• Tested software system releases and opened Jira tickets for defect tracing.

• Proficient in MS Office applications, excellent grammar skills with a strong attention to detail.

• Maintained version-control documentation using SharePoint.

• Maintained a comprehensive list of acronyms to use in documentation, analyzed documents to maintain continuity of style and content, and managed updates and revisions to technical documents.

NCR CORPORATION, Germantown, MD 2016 - 2020

Technical Writer

Designed specialized content (product details, software manuals, user guides) and effectively communicated to specific audiences.

• Formulated technical documents for Government Systems Corporation (GSC) programs to achieve contract requirements.

• Collaborated with multiple teams to produce quality hardware and technical documentation.

• Conducted peer reviews with select subject matter experts, assessing the accuracy of draft documents, which led to clear, concise, and 100% accurate content deliverables.

• Maintained a comprehensive library of technical terminology and documentation used to track and store document history while doing version control.

• Cultivated relationships with Development, Testing, Business Analysts, Project Management, and Help Desk teams, ensuring outstanding success of projects.

CAREFIRST FEP OPERATIONS CENTER, Washington, DC 2013 - 2016

Technical Writer

Prepared annual documentation for CareFirst Federal Employee Program employee benefit changes.

• Confirmed publications sustained compliance with criteria, such as in-network versus out-of-network coverage or standard versus non-standard coverage.

• Translated technical documents for targeted audiences, ensuring accurate content, terminology, and regulation requirements.

• Prioritized tasks to meet established deadlines, including development and documentation of functional specifications.

• Elicited, analyzed and created documentation using business requirements and functional specifications.

• Developed SOPs to verify information was organized when managing, reporting, and training employees on all aspects of procedures.

• Conducted peer reviews, ensuring functional specifications as a quality control measure and confirming content was correct, relevant, and significant.

WALTER REED NATIONAL MILITARY MEDICAL CENTER, Bethesda, MD 2011 - 2013 Senior Technical Writer

Developed specific content (medical news, product details, and software manuals) and communicated to various audiences.

• Managed Navy HIV program documentation, including standard operating procedures and DoD Information Assurance Certification and Accreditation Process (DIACAP) policies.

• Oversaw project plans to prioritize and track tasks and milestone dates necessary to complete on time or identify risks during projects.

• Managed highly confidential and protected health information (PHI) documentation, ensuring the flow of health information according to HHS regulations.

• Edited colleague-written documentation to correct spelling, grammar, and syntax.

ADDITIONAL EXPERIENCE

FINRA, Gaithersburg, MD 2002 - 2010

Training Manager, Documentation Specialist

• Implemented an enterprise-wide single sign-on (SSO) program for more than 5,000 system users.

• Implemented an improved instructional curriculum for new hire training, which increased productivity and reduced the Call Center’s call volume by 75%.

• Improved instructional training through participant evaluations, skill and knowledge deficiencies, and requests for ongoing or follow-up training.

• Conducted online training for external customers and live training for internal customers.

• Implemented a process improvement by evaluating training two weeks after the initial training.

• Improved initial training received, and resolved confusion, questions, or problems on time.

• Maintained strong rapport with internal departments, i.e., Corporate Communications, Operations, Policy & Guidelines, Human Resources, and Call Center, which increased productivity.

MARRIOTT INTERNATIONAL HEADQUARTERS, Bethesda, MD 1980 – 2001 Documentation Specialist, Online Help Author for Sales System

• Drafted initial curriculum and skill checks for hands-on instructional training, including job aids, participant guides, and facilitator guides.

• Individualized instructional training for targeted audiences within hotels.

• Developed and re-designed end-user course materials for Marriott’s Sales staff located in regional cities and properties for the new sales system.

• Created business process flows for designing curriculum to ensure accurate delivery of content.

• Designed training materials, such as facilitator manuals and student guides for a new hotel food and beverage system.

EDUCATION

Completed Coursework, Communication Studies, Loyola College, Baltimore, MD AWARDS

• NCR Staff Recognition Award

• NCR's Team Award

• FINRA’s President’s Award

• Marriott’s Above and Beyond Award

• Marriott’s Certificate of Recognition

PROFESSIONAL DEVELOPMENT/CERTIFICATIONS

• User Experience (UX) Learning Group Certificate

• Advocating for Change in Your Organization Certificate

• Technical Writing: Reports Certificate

• Communication for Product Managers Certificate

• Certified CMMI Appraisal Team Member, assisted NCR in achieving CMMI Level 3

• Bob Mager’s Certified Instructional Technologist (CIT) Certification

• Bob Mager's Criterion-Referenced Instruction (CRI) Certification

• Bob Mager's Instructional Modular Development (IMD) Certification

• Organizing an Outline Certificate

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