Technical Writer Senior

Susana M. Rosende

407-***-**** ******@**************.***

https://www.linkedin.com/in/susanarosende

Susana Rosende 11713 Minto Ct, Orlando, FL 32837 407-***-**** ******@***************.*** https://linkedin.com/in/susanarosende (1) Summary of Qualifications

Communications Consulting Company Owner, Technical Publications Department Manager, Staff Technical Writer, Senior Technical Writer-Editor, Proposal Manager-Writer, Knowledge Manager, Content Manager- Strategist-Writer, Technical Translator, Copywriter, Proofreader, Certified Professional Resume Writer (CPRW).

Extensive experience in writing end-user software manuals, simulation training guides, operations and maintenance manuals (O&Ms), interactive electronic technical manuals (IETMs), planning documents, functional requirements documents (FRDs), runbooks, playbooks, standard operating procedures (SOPs), software development kits (SDKs), business processes, online help systems, work cards, instruction sheets, training guides and tutorials, e-learning curriculum, storyboards, website content, wikis, blogs, articles, resumes, policies and procedures, proposals, and product descriptions for eCommerce sites, and more.

Secret Security Clearance (2010-2015, archived with ability to reinstate)

Professional experience with myriad methodologies and compliance standards, including: o 501K FDA

o Americans with Disability Act (ADA), Web Content Accessibility Guidelines (WCAG), and Section 508 Compliance

o Capability Maturity Model Integration (CMMI)

o Center for Internet Security (CIS)

o Chicago Manual of Style (CMOS), Microsoft Writing Style Guide, Microsoft Manual of Style for Technical Publications

(MSTP), American Psychological Association (APA) Format for writing standards, and Associated Press (AP) Needs assessment, Analysis, Design, Development, Implementation, and Evaluation (ADDIE) Model for Instructional Design, and Information Mapping, and Content Management Systems (CMS): Tridion, Vulcan, Maximo, Windchill, Evolution, SharePoint

o Control Objectives for Information and Related Technology (COBIT) o Federal Financial Institutions Examination Council (FFIEC) o Federal Housing Administration (FHA)

o Food and Drug Administration (FDA)

o Hazard Analysis Critical Control Point (HACCP)

o Health Insurance Portability and Accountability Act of 1996 (HIPAA) o Information Security Standard (ISO 27000 / ISO 27001) o International Standard for Quality Management System (QMS) o Internet of Things (IoT)

o ISO-9001

o IT Infrastructure Library (ITIL)

o Kaizen, Six Sigma, and Corrective and Preventive Action (CAPA) o Military Specifications and Standards (MIL-STDs), (including, MIL-STD MIL-STD-40051-1, MIL-STD-40051-2, MIL- STD-2361B, MIL-STD 38784, and Military Handbook MIL-HDBK-1222C), Department of Defense (DoD) Components Regulatory Documents, and Contract Data Requirements List (CDRL) for the Army, Navy, Air Force, and Marines o Multifactor Authentication (MFA) and Single-Factor Authentication (SFA) o National Institute of Standards and Technology (NIST) o Online Transaction Processing (OLTP)

o S1000D

o Scrum/Agile

o Shareable Content Object Reference Model (SCORM) o Software as a Service (SaaS), Infrastructure as a Service (IaaS), Platform as a Service (PaaS)

Consistent delivery of accurate, user-friendly documentation on time and within budget,

Bachelor of Arts in English (concentration in Technical Writing), University of Central Florida, Orlando, FL,

Bilingual English/Spanish with experience in technical translation, interpretation, and training. Susana M. Rosende

407-***-**** ******@**************.***

https://www.linkedin.com/in/susanarosende

Susana Rosende 11713 Minto Ct, Orlando, FL 32837 407-***-**** ******@***************.*** https://linkedin.com/in/susanarosende (2) TECHNICAL EXPERIENCE

Proficient in myriad content managing systems, and desktop publishing, graphics, and website publishing software, including FrameMaker, Acrobat Pro, InDesign, Photoshop, RoboHelp, Dreamweaver, Markdown, Evolution, Word, SharePoint, Excel, PowerPoint, Visio, Writer, Gimp, ClearQuest, XLP, Arbortext Editor, XML, DITA, oXygen Editor, SnagIt, HTML5, JIRA, Confluence Wiki, GIT, Vulcan CMS, WordPress, SAP ERP, ProMapp, Madcap Flare, Google Docs, Oracle Knowledge, Windchill CMS, Maximo, in a SaaS, APIs, Agile, Scrum, two-week sprints, SaaS, PaaS, environment.

PROFESSIONAL EXPERIENCE

Communications Consultant / Technical Writer-Editor/ Certified Professional Resume Writer (CPRW) Write Way Designs (remote) -- Industry: Technical Communications and CPRW Freelance Consulting August 2024 – Current

Certified Professional Resume Writer (CPRW), Professional Profile Writer, SEO Copywriter, Website Content Writer (adhering to the Americans with Disability Act (ADA), AP Standard, Chicago Manual of Style, Web Content Accessibility Guidelines (WCAG), and Section 508 Compliance), Social Media Manager for professionals, startups, and small businesses.

Senior Technical Writer Consultant

Automated Health Systems (AHS) – Industry: Florida State Government Agency April 2024 – August 2024

Collaborative research and writing while mentoring a Tech employee (who was writing the Help Desk/Service Now section of the documentation) on Technical Writing standards, while also collaborating with instructional designers, trainers, engineering, and cross-functional teams, wrote planning documents and various other content for documentation, including high-level process flows to satisfy the implementation requirements of the streamlined Medicaid system for the State of Florida.

Used AP Standard, SnagIt screen and video capture software and Microsoft Office Dynamic 365, including Word, PowerPoint, Excel, Visio, Paint, SharePoint, and Teams. Senior Technical Writer Consultant

Justice Administrative Commission (JAC) – Industry: Florida State Government Agency February 2024 – April 2024

In collaboration with technical writers assigned to different departments--I was assigned to I.T.-- instructional designers, engineering, and cross-functional teams, wrote planning documents and high-level process flows to satisfy the requirements for the implementation of the PALM PROJECT for the State of Florida.

Used AP Standard, SnagIt screen and video capture software and Microsoft Office Dynamic 365, including Word, PowerPoint, Excel, Visio, Paint, SharePoint, and Teams.

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Senior Technical Writer Consultant

Alleguard (remote for Tennessee office) – Industry: Construction Manufacturing May 2023 – December 2023

Documented accounting software (Sage 100) for this manufacturing company in the construction industry.

Wrote training procedures for a tablet app in Spanish for the Managers of the company factory in Mexico.

Used Microsoft Office (Word, Excel, Teams, Outlook, Paint, SharePoint, PowerPoint) and Sage 100. Susana M. Rosende

407-***-**** ******@**************.***

https://www.linkedin.com/in/susanarosende

Susana Rosende 11713 Minto Ct, Orlando, FL 32837 407-***-**** ******@***************.*** https://linkedin.com/in/susanarosende (3) Senior Technical Writer / Senior Technical Support Analyst Optum / United Health Group (remote for Minnetonka, MN office) – Industry: Telecommunications March 2022 – May 2023

Successfully wrote, updated, and maintained forty-five (45) runbooks, installation guides, and troubleshooting documents for engineering (DevOps, Software, and Telecommunications Engineers who were using third-party tools Genesys, Cyara, Nuance, and Eemaan).

Created, updated, and maintained document templates, style guides, logos, architecture diagrams, screenshots, process flows, and server and database tables using the Chicago Manual of Style and AP standards.

Used Microsoft Office (Word, Excel, PowerPoint, Visio, SharePoint, Teams), Markdown, Acrobat Pro, SnagIt, Confluence Wiki, Rally, GitHub, Git, Agile/SaaS/Scrum in two-week Sprints. Self-Proprietor / Senior Technical Writer and Resume Writer Consultant Write Way Designs – Industry: Technical Communication - Editorial November 2020 – March 2022

Business Analyst/Senior Technical Writer

Harvard Pilgrim, (remote for Boston, MA) – Industry: Health Insurance November 2020 – May 2021 (approximate)

• Wrote use cases, deep-dive spreadsheets, and procedures using Microsoft Office (including Word, Excel, PowerPoint, Visio, SharePoint, Teams), and Zoom with a remote team based in Boston, NYC, Florida, and Portugal.

Senior Technical Writer

TSS Solutions (Melbourne, FL) – Industry: Aerospace November 2021 – March 2022 (approximate)

• In collaboration with Aerospace Engineers and technicians, wrote end-user manuals and test procedures for Radar Systems for Aerospace clients (using Microsoft Office and in compliance with Milt-Spec 38784).

Senior Technical Writer

SR Technologies (remote for Sunrise, FL) – Industry: Surveillance Security Products Manufacturing May 2021 – November 2021 (approximate)

• Wrote end-user manuals for manufacturing surveillance equipment and products used by the Department of Defense, Law Enforcement, and the FBI, in compliance with ISO/IEC 27001, COBIT, and MFA) in collaboration with engineering, cross-functional departments, and remote SMEs and teams using Microsoft Office (including Word, Excel, PowerPoint, Teams, SharePoint, and Visio), Madcap Flare, SnagIt.

Certified Professional Resume Writer (CPRW), Website Content Strategist, and Social Media Manager Write Way Designs (remote) – Industry: Consulting Technical Communications / Resume Writing / Web Content December 2020 – March 2022 (approximate) part-time/freelance

• Wrote resumes, professional profiles, cover letters, website content (in compliance with the Americans with Disability Act (ADA), Web Content Accessibility Guidelines (WCAG), and Section 508 Compliance), product descriptions, social media content, Linkedin.com profiles, articles, and blogs, using Adobe (Photoshop, InDesign, Illustrator, Acrobat Pro), Microsoft Office (Word, PowerPoint, Teams, Excel, SharePoint), WordPress, WIX, Weebly, Word, Linkedin.com, Facebook, Twitter, Tik Tok, Snapchat, Telegram, and Instagram.

Susana M. Rosende

407-***-**** ******@**************.***

https://www.linkedin.com/in/susanarosende

Susana Rosende 11713 Minto Ct, Orlando, FL 32837 407-***-**** ******@***************.*** https://linkedin.com/in/susanarosende (4) Senior Technical Writer Consultant

Hitachi Vantara, (remote for Orlando, FL) – Industry: Data Analytics January 2020 – December 2020

Successfully wrote, edited, updated, and convert online documentation for the Lumada Data Catalog software product in an APIs, SaaS, Agile, Scrum environment in collaboration with the Tech Pubs manager, the Scrum leader, technical writers, and subject matter experts.

Used Microsoft Manual of Style, Pentaho documentation standards, oXygen Editor with XML and Dita in SDL Tridion Document Management System, Acrobat Pro, SnagIt, Confluence Wiki, Jira, SharePoint, Slack, Teams, Zoom, Skype.

Senior Documentation Specialist Consultant

NASA, through ASRC Federal, (Kennedy Space Center, Florida) – Industry: Aerospace December 2018 – December 2019

Created a set of business documents, including Concept of Operations, Design Document, Systems Requirements, and more for Phase 1 of the migration of all NASA Centers to SharePoint in the Cloud.

Collaborated with remote NASA Centers, including NASA executives, project managers, SharePoint architects, software engineers, network security and cyber security engineers, telecommunications engineers, network engineers, database engineers, hardware engineers, electrical engineers, mechanical engineers, systems analysts, and technicians.

Used IaaS, SaaS, PaaS, SCRUM, SCORM, Agile, Microsoft Office (Word, Excel, PowerPoint, Teams, Visio, and SharePoint) Zoom, and Skype, MIL-STD 38784.

Senior Technical Writer Consultant

Northrop Grumman, subprime to Lockheed Martin (Cape Canaveral Space Force Station, Florida) -- Industry: DoD/Navy June 2018 – December 2018

Created and updated Ballistic Missiles training documentation for the NAVY by researching legacy documentation for the US and England, interviewing Hardware, Mechanical, Electrical, Nuclear, Software, and Hardware engineering and technicians while documenting and updating content from CAD drawings and schematics.

Followed MIL-STD 38784, ISO 9001, SCORM and used Arbortext Editor with XML and DITA, Vulcan CMS

(custom Lockheed Martin), Photoshop, Acrobat Pro, Illustrator, Word, Excel, PowerPoint, Visio, and SharePoint. Senior Technical Writer Consultant

NASA proposals, through Jacobs (Kennedy Space Center, Florida) -- Industry: Aerospace February 2018 – June 2018

Updated, edited, and formatted reports and proposals for ground control systems by interviewing aerospace, electrical, mechanical, software, and hardware engineering and technicians, researching legacy documentation, and reviewing schematics and CAD drawings.

Followed MIL-STD 38784 and used Windchill CMS, Maximo, Word, Visio, Excel, PowerPoint, SharePoint, Skype, and Zoom.

Susana M. Rosende

407-***-**** ******@**************.***

https://www.linkedin.com/in/susanarosende

Susana Rosende 11713 Minto Ct, Orlando, FL 32837 407-***-**** ******@***************.*** https://linkedin.com/in/susanarosende (5) Senior Technical Writer Consultant

Industrial Smoke and Mirrors (ISM) subprime for Lockheed Martin and AIS (Orlando, FL) -- Industry: DoD Simulation September 2017 – February 2018

Wrote Operations and Maintenance Manuals (O&Ms) for the Navy T-45 Goshawk Fighter Jet Motion Seat Simulator and the Coast Guard MH65 Dolphin Helicopter Motion Platform Simulator.

Reviewed schematics, CAD drawings, and legacy documentation, studied simulators built and manufactured onsite to learn the components and systems (including pneumatics, electrical, and mechanical), and interviewed electrical and mechanical engineers and technicians.

Followed MIL-STD 38784 and used Word, Excel, PowerPoint, Visio, Acrobat Pro, and Inventor CAD software. Senior Technical Writer/Grant Writer/Employee Manual Writer/Website Designer Consultant Viera Children’s Academy (Viera, FL) – Industry: Education February 2017 – September 2017

Wrote and updated employee manuals, training guides, grants, and parent manuals.

Re-designed the company website with original graphics, template, content, and photography at vierachildrensacademy.com using WordPress, Photoshop, Word, Excel, SharePoint, PowerPoint, InDesign Website Content Writer (adhering to the Americans with Disability Act (ADA), Web Content Accessibility Guidelines

(WCAG), and Section 508 Compliance) and AP Style Standard for Parent-Teacher Newsletter. Senior Bilingual Knowledge Manager/Technical Writer Consultant American Express (remote for Ft. Lauderdale, FL) – Industry: Finance September 2016 – February 2017

Wrote and updated SOPs and financial reports and short website content in a fast-paced, short deadline environment with remote international teams for the global market in English and Spanish.

Used SAP ERP, Oracle Knowledge, ECCO, Learning Research Center (LRC), Skype, WebEx Meetings, Photoshop, Acrobat Pro, Snagit, JIRA, GIT, Word, Excel, SharePoint, PowerPoint, and Visio and followed APIs, SaaS, Agile, Scrum, ISO 9001, Website Content (adhering to the Americans with Disability Act (ADA), Web Content Accessibility Guidelines (WCAG), AP Style, and Section 508 Compliance). Senior Technical Writer Consultant

Liberty ITS, (Hybrid/Melbourne, FL) – Industry: Department of Defense (DoD) January 2016 – September 2016

Together working closely with a remote software engineering team, wrote and updated an online help system for VA Benefits software, end user manuals, release notes, use cases, software functional requirements, training guides, white papers, SOPs, style guides, graphics, and forms.

Performed Deep Dive research to write Gap Analysis reports and created PowerPoint presentations of the daily standup meetings.

Used FrameMaker, RoboHelp, Photoshop, Acrobat Pro, SnagIt, Word, Outlook, WebEx Meetings, Skype, Visio, SnagIt, PowerPoint, Excel, SharePoint, Jira, Git, with ADA, 508 Compliance, Agile, Scrum, SaaS.

Designed and created marketing content, original websites, graphics, logos, illustrations.

APIs, SaaS, Agile, SCRUM, SCORM, MIL-STD, ADA, AP, Chicago Manual of Style, Independent Mapping, AP, Kaizen, ISO 9001, S1000D, CAPAs.

Susana M. Rosende

407-***-**** ******@**************.***

https://www.linkedin.com/in/susanarosende

Susana Rosende 11713 Minto Ct, Orlando, FL 32837 407-***-**** ******@***************.*** https://linkedin.com/in/susanarosende (6) Staff Technical Writer/Online Help Developer Consultant GE-Transportation (Melbourne, Florida) – Industry: Railway Transportation December 2014 – December 2015

Used oXygen Editor, XML, DITA, HTML5, CSS, JavaScript, Photoshop, PowerPoint, InDesign, and SnagIt to create two separate online help systems simultaneously, for the railway planning software (Australian client) and the rail yard planning software (USA), respectively.

In the Agile/Scrum/2-week Sprint environment, followed APIs, SaaS, Agile, SCRUM, obtained software development stories using Confluence Wiki, SDL Tridion CMS, and tracked projects, user stories, and tasks in JIRA.

Participated in design meetings, sprint planning, and daily standups and in the testing process, in collaboration with transportation engineers, software engineers, and Q.A. Testing engineers.

Used Git / Git Hub as a content management system (CMS) for pushing, committing, and versioning files to the Artifactory repository.

Bilingual Staff Writer/E-Business Analyst/Marketing Writer/Social Media Manager Consultant EBA (Essential Business Agency, Miami, FL) – Industry: International Business Management May 2014 – December 2014

Wrote original content, proofread, edited, and translated (English/Spanish) non-compete agreements, disclaimers, business plans, articles, letters, proposals, website content, social media content, and marketing and promotional materials.

Designed original templates, graphics, social media content, logos, photography, and website

(in compliance with the American with Disability Act (ADA), Accessibility Guidelines (WCAG), and Section 508 Compliance), AP Standard, Microsoft Styles and Standards, and Chicago Manual of Style.

Created and managed Social Media accounts in English and Spanish, including LinkedIn.com, Facebook, Instagram, Google+, Linktree.com, Instagram, and Twitter.

Used WordPress, WIX, Weebly, Adobe (Photoshop, InDesign), HTML, CSS, social media, and Microsoft Office (Word, Excel, PowerPoint, Outlook, Visio), Skype. Staff Technical Writer

Danaher Corporation / Beckman Coulter, (Miami, Florida) -- Industry: Medical Instruments/Devices April 2013 – May 2014

Wrote and maintained end-user documentation and test summary reports for human serum analysis instruments in compliance with FDA regulations.

Updated test procedures and inspection summary reports for multiple disciplines in the Hematology R&D/Diagnostics division.

Collaborated with mechanical, software, and hardware engineers, cross-functional teams, and technicians.

Followed myriad standards, compliance laws, methodologies, including ISO 9001/13485, APIs, Agile, SCRUM, SaaS, 510(K), Kaizen Management, CAPAs.

Used Microsoft Office, ClearQuest, Quality Management Systems (QMS), Change Management Processes, and various internal Content Management Systems (CMS) and process flow software applications, including MIRAGE and Collaborative Product Definition Management (CPDM). Susana M. Rosende

407-***-**** ******@**************.***

https://www.linkedin.com/in/susanarosende

Susana Rosende 11713 Minto Ct, Orlando, FL 32837 407-***-**** ******@***************.*** https://linkedin.com/in/susanarosende (7) Senior Technical Writer/Business Analyst Consultant Walt Disney World, (Lake Buena Vista, FL) – Industry: Parks and Entertainment Software August 2012 – April 2013

Managed a remote team and wrote end-user software documentation for the HACCP Food Safety Audit Software used at all food establishments on Disney property throughout the world.

Created the software functional requirements document (FRD), design document, style guide, glossary, end-user software manual, process flows, and an online help system in an Agile, SCRUM, SaaS environment while managing a remote team writing the training guide and training materials.

Interviewed software engineering for technical accuracy of the FRD and end-user software documentation.

Used Word, Excel, Visio, SnagIt, PowerPoint, Project, and SharePoint. Proposal Manager (through Write Way Designs)

Ensco Engineering, (Hybrid/remote Cocoa Beach) – Aerospace August 2012– January 2013

Managed the RFQ and RFP efforts while managing a Proposal Writer from Write Way Designs.

Created the storyboard and template for the proposal before transitioning the writing to a Technical Writer on the Write Way Designs team and managing and editing remotely. Senior Product Information Analyst/Senior Technical Writer L-3 Communications, (Patrick Space Force Base, FL) – Industry: Aerospace / Space Shuttle Program December 2009 – August 2012

Obtained a Secret Security Clearance (2010-2015) to work on the Space Shuttle Program.

Documented technical orders for sustainment logistics of USAF Launch and Test Range (LTRS) equipment on the Spacelift Range System Contract (SLRSC), including delivering effective and sustainable system documentation to the Air Force for Space Coast launch ranges.

Sustained and managed LTRS technical manuals on the SLRS contract for the program’s technical manual development and ongoing initiatives in the aerospace industry.

Developed, sustained, and distributed USAF technical manuals for communications systems, radar systems, and test beds.

Collaborated with design engineers, software engineers, aerospace engineers, technicians, government representatives, equipment specialists, CAD designers, graphic designers, and USAF personnel to develop and maintain technical content.

Used structured and unstructured FrameMaker, Acrobat Pro, Illustrator, Photoshop, Word, Excel, XML, DITA, MadCap Flare, and Arbortext Editor with XML and Dita, following SCORM, S1000D, MIL-STD 38784. QA Editor/Senior Technical Writer Consultant

Carley Corporation, (Orlando, FL) – Industry: Department of Defense (DoD) Manufacturing March – December 2009

Proofread, spot-checked, rewrote, and edited e-learning curriculum, Operations and Maintenance (O & M) manuals, and Interactive Electronic Technical Manuals (IETMs) for the department of defense, including the Army, Air Force, Navy, Marines, and Coast Guard.

Susana M. Rosende

407-***-**** ******@**************.***

https://www.linkedin.com/in/susanarosende

Susana Rosende 11713 Minto Ct, Orlando, FL 32837 407-***-**** ******@***************.*** https://linkedin.com/in/susanarosende (8)

Used Evolution, SharePoint, Dreamweaver, XHTML, HTML, XLP, XML, DITA, and myriad in-house products.

Followed MIL-STD, SCORM, Contract Data Requirements List (CDRL) for the Army, Navy, Air Force, and Marines, and other established methodologies and standards of both the department of defense (DoD) and the instructional design process, including ADDIE.

Coordinated efforts and schedules with software development engineering, hardware engineering, mechanical engineering, electrical engineering, technicians, graphic artists, project managers, instructional designers, and quality assurance product testers and editors.

Senior Technical Writer – Business Analyst Consultant iGPS (Orlando, FL) – Industry: Shipping Pallet Manufacturing (48” x 40” CBA-spec plastic shipping pallets with GPS) December 2008 – March 2009

Wrote business requirements, use cases, test scripts, process flows, training guides, and user manuals.

Used Word, Excel, PowerPoint, Visual Studio, and myriad open-source desktop publishing programs and graphics applications.

Senior Technical Writer Consultant

Lockheed Martin Department of Simulation, Training, and Support (East Orlando, FL) – Industry: Department of Defense July – December 2008

Wrote and maintained Interactive Electronic Technical Manuals (IETMs) and operation and maintenance (O & M) manuals for simulation tools (including the Stryker Vehicle) used in military training and exercises.

Followed MIL-STD-40051-1, MIL-STD-40051-2, MIL-STD-2361B, and MIL-HDBK-1222C, and the Contract Data Requirements List (CDRL) for the Army.

Used Microsoft Word 2003, Adobe Structured FrameMaker 8, Adobe Photoshop, Microsoft Photo Editor, ClearQuest, XML, and Arbortext Editor with XML and Dita. Documentation Specialist / Instructional Designer Consultant Wyndham Vacation Ownership, (Orlando, FL) – Industry: Hospitality/Timeshare February – July 2008

In the Timeshare Division, collaborated with the Legal Department to document and update policies and procedures in SharePoint for Contact Center employees and trainers in the Learning & Development department.

Coordinated efforts with the Communications, Knowledge Management, Training, and Legal departments.

Served as backup Instructional Designer in updating documentation for Training Department,

Used Photoshop, Captivate, Word, Excel, PowerPoint, SharePoint. Technical Publications (Tech Pubs) Department Manager Attorneys’ Title Insurance Fund, Inc., (Orlando, FL) – Industry: Real Estate/Title Insurance August 1997 – February 2008

Promoted from Senior Technical Writer to Technical Publications Manager in 1999.

Slashed publishing costs by 97% in the Information Services Division by implementing digital documentation as PDF manuals and online help systems in lieu of printing, binding, and shipping documentation. Susana M. Rosende

407-***-**** ******@**************.***

https://www.linkedin.com/in/susanarosende

Susana Rosende 11713 Minto Ct, Orlando, FL 32837 407-***-**** ******@***************.*** https://linkedin.com/in/susanarosende (9)

Performed as Manager and Lead Editor for signoff approval on all Real Estate Closing software and Title Search software documentation in the Tech Pubs department.

Effectively managed project schedules, assignments, timecards, performance appraisals, recruiting, hiring, training and mentoring resources, outcomes, results, mission and direction, continuous improvement, financial goals, tools, documentation styles, standards, and templates, department accountability, department training budget, and technical writing team annual memberships to the Society for Technical Communication (STC) for monthly meeting attendance and annual national conferences.

Developed and conducted training presentations to promote technical writer career growth and improve standards and deliverables to the organization and end-user community.

Fostered and maintained relationships with key stakeholders including internal and external partners.

Supported strategic organizational projects by providing editorial counsel, review, and/or support to the Legal, Human Resources, Software Engineering, Software Quality Testing, Help Desk, and Training divisions and Senior management.

Successfully troubleshooted issues with technical writer tools, including Word, Excel, Visio, PowerPoint, FrameMaker, RoboHelp, Acrobat Pro, Dreamweaver, Photoshop, HTML, CSS, JavaScript, FullShot, and SnagIt.

Attended in-house training to enhance managerial skills and technical knowledge of internal and customer applications.

Collaborated with the Tech Pubs and cross-functional teams to write and maintain department and company-wide newsletters, blogs, memos, white papers, release notes, proposals, use cases, design documents, online help systems, functional requirements documents, design documents, tutorials, training guides, end-user software manuals, website articles, marketing materials, policies and procedures documentation, high-level business process flows, and miscellaneous documentation throughout the organization.

Collaborated with software engineering, real estate attorneys in the Legal division, and cross-functional teams to ensure accuracy in the title search software and real estate closing software content.

Provided backup support for QA software testing, including regression testing, and user acceptance testing

(UAT) for the Web-based, Windows-based, and Mainframe-based title search and real estate closing software.

Followed FHA mortgage law, real estate law, ADA, WCAG, 508 Compliance, Information Mapping, CMMI, ISO9001.

Senior Technical Writer

Phoenix International (Maitland and Heathrow, FL) – Industry: Banking Software August 1996 – August 1997

Collaboratively with a technical writing team, designed, wrote, and maintained online help systems, end-user software manuals, white papers, use cases, technical reports, release notes, style guides, glossaries, templates, graphics, and software toolbar buttons.

Manually printed, 3-hole punched, bound, packed, and shipped documentation.

QA-tested banking software applications (regression testing, user acceptance testing (UAT), etc.)

Used FrameMaker, RoboHelp, Acrobat, CorelDraw, Word 7 for Windows 95, Resource Workshop, and open- source graphics tools like Gimp, while following the Technical Writing standards in the Chicago Manual of Style. Susana M. Rosende

407-***-**** ******@**************.***

https://www.linkedin.com/in/susanarosende

Susana Rosende 11713 Minto Ct, Orlando, FL 32837 407-***-**** ******@***************.*** https://linkedin.com/in/susanarosende (10) Technical Writer

John H. Harland Corporation (Downtown Orlando and Downtown Tampa, FL) – Industry: Banking Software August 1995 – August 1996

Collaboratively with a technical writing team, designed, wrote, and maintained online help systems, end-user software manuals, white papers, release notes, style guides, glossaries, templates, graphics, and software icons.

Created an online help system

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