Senior Technical Writer and Editor Documentation Manager

Laura Hathaway, MBA

CELL: 386-***-**** EMAIL: **************@*****.*** https://www.linkedin.com/in/laurahathaway

QUALIFICATIONS

Extensive experience in technical writing, editing, and reviewing software issues, release notes, technical guides, training and installation guides, policies/procedures, Quality Assurance (QA) manuals, system/software life-cycle management development, standard operating procedures (SOP), counterterrorism and biometrics documentation, cybersecurity documents, troubleshooting guides, job aids, play books, and content management systems (CMS).

TECHNICAL SKILLS

MS Office, Publisher, Figma, SharePoint, PerfectIt, Visible Thread, Adobe Acrobat, SnagIt, InDesign, GenAI ChatGPT, MS Copilot, Google docs, OneNote

PROFESSIONAL EXPERIENCE

Jul 2025 – Oct 2025 (4-month contract)

Sun Life Financial (remote) Senior Technical Writer/Learning and Development Specialist

Provided training and development support by assisting in the creation and execution of training materials for user portal adoption and CX initiatives, including coordination of trainings.

Marketing coordination by helping manage and organize the development of essential materials across multiple stakeholders to ensure smooth execution.

Creating, reviewing, and maintaining user guides for client, provider, and member portals.

Verified accuracy and consistency of documentation across multiple sources.

Created templates for system portal documentation and marketing materials.

Wrote process documentation to assist users in report generation and analysis.

Oct 2017 – Feb 2025

iGov Technologies, Ltd, Tampa, FL Senior Technical Writer

Created and maintained over 500 documents for the Air Force-led Tactical Air Control Party Mobile Communications (TACP) System project including SOPs, process guides, technical procedure manuals, user manuals, programming manuals, service manuals, operational specifications, technical publications, meeting minutes, installation guides, software builds/installation, configuration procedures, training manuals

Authored UX documentation, including user manuals, quick start guides, and troubleshooting procedures to enhance usability of government-contracted software and hardware systems

Developed and maintained cybersecurity documentation, including security policies, risk assessments, and compliance reports for government-contracted programs.

Managed and updated CMS workflows to ensure seamless document tracking, review processes, and compliance with contract requirements.

Created and updated security-related SOPs for secure wireless handheld NSA Commercial System for Classified (CSfC) program.

Collaborated with cybersecurity teams to produce Security Technical Implementation Guides (STIG), vulnerability assessment reports, and software deployment guides.

Standardize, edit, and publish technical artifacts such as White Papers, Engineering Change Proposals (ECP), Trip reports, Service Level Agreement (SLA) reports, Contract Data Requirements Lists (CDRL)

Maintain Business Development Program Management Office financial reports to reflect project progress.

Assisted proposal team in multiple proposal reviews resulting in $750M+ task orders awarded, including Requests for Proposals (RFP), Requests for Prototype Proposal (RPP), and Cost Narratives.

Developed and maintained a SharePoint-based CMS for technical writing resources including templates, training guides, and submission guidelines for four government-contracted programs

Created monthly company newsletter via MS Publisher to highlight company achievements, customer success stories, employee spotlights, new hires, anniversaries, and social events.

May 2015 – Jun 2017

Education Management Corporation (Art Institute), Pittsburgh, PA Academic Documentation Manager

Served as primary records manager for 17 digital academic catalogs of the Art Institute brand and managing a SharePoint CMS to control electronic academic records, improving accessibility and workflow efficiency.

Developed procedures for reviewing and updating policies and academic information.

Updated digital catalogs for technical and legal accuracy to meet state/federal/accrediting agencies regulations.

Created a communication plan to establish relationships with campus contacts and reinforce compliance.

Assisted in the preparation, coordination, copy, editing, and proofing of curricula, policies, and scholarships.

Managed CMS repository to house electronic academic records and documents.

Developed databases to track Learning Management System migration and faculty data.

Assist SMEs with developing curriculum and instructional design documents.

Sep 2013 – May 2015

Highmark Blue Cross Blue Shield, Pittsburgh, PA Senior Technical Writer

Wrote and formatted 168 system SOPs, how-to guides, process guides, and application reference guides.

Developed user-friendly quick reference guides for data entry of customer Protected Health Information (PHI)

Coordinated meetings to gather information from SMEs for product deliverables and quality assurance checks.

Collaborated with web development team to create 300+ user interface and webpage functionality documents.

Reviewed over 400 documents for Personal Identifiable Information (PII) and PHI using multiple electronic healthcare review platforms and removed or redacted sensitive data

Collaborate with IT team to review documents affected by data breaches to determine PII or PHI exposure

Dec 2007 – Sep 2013

Federal Bureau of Investigations, Clarksburg, WV Lead Senior Technical Writer/Senior Business Analyst/

Production Supervisor

Reviewed system documentation, policies, procedures, workflow instructions, user manuals, operating procedures, installation guides, QA manuals, playbooks, IT runbooks, and White Papers

Wrote and maintained cybersecurity documents for biometric systems, complying with DoD security policies.

Authored and updated user process guides, functional requirements, job aids, and training materials to enhance the UX of biometric and counterterrorism systems.

Developed System Security Plans (SSP) and disaster recovery plans for IT cybersecurity operations.

Created writing cheat sheets and job aids for analysts and new hire technical writers

Documented security configurations, network diagrams, and access control procedures for classified systems.

Worked with development team to create technical documentation containing Java, SQL, and HTML.

Structured and maintained CMS for technical documents, including user experience manuals, teaching aids, system enhancement guides, SOPs, cybersecurity guides, and testing procedures.

Collaborated with software developers and UX designers to align documentation with user workflows, ensuring consistency between system interfaces and instructional content.

Developed functional system documentation, user manuals, installation guides, program maintenance manuals, training plans, and system backup/recovery procedures.

Gathered technical information from developers to document webpage creation, changes, and final deliverables.

Collaborated with SMEs and IT for developing, prototyping, and testing alternative solution for replacement of end-of-life-cycle software.

Performed data mining to compile positive identification of criminal data into usable documents for national/international law enforcement agencies.

Received, processed, digitized, and transmitted 5,000 fingerprint cards daily.

Created and maintained CMS database of operational procedural documents of internal and external documents.

CERTIFICATIONS

Six Sigma Green Belt; CMMI (2023)

EDUCATION

Undergraduate in Web Design, Sessions College, anticipated graduation April 2027

Master of Database Administration, Keller School of Management

Master of Business Administration, Keller School of Management

Bachelor of Science in Technical Management, DeVry University

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