Senior Technical Writer and Editor Documentation Manager

Laura Hathaway

CELL: 386-***-**** EMAIL: **************@*****.***

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

Senior Technical Writer with extensive experience in creating, managing, and optimizing technical documentation across government and corporate sectors. Proven experience in creating clear, concise, and comprehensive technical documentation. Location is remote.

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 and software life-cycle management development, Standard Operating Procedures (SOP), counterterrorism and biometrics documentation, search engine optimization (SEO), troubleshooting guides, and managing Content Management Systems (CMS).

Excellent communication skills with a strong ability to work closely with cross-functional teams and provide customer service with a high level of accuracy and attention to detail in all documentation tasks.

Experience in training, mentoring, and onboarding new team members. TECHNICAL SKILLS

• MS Word/Excel/PowerPoint/Visio/Publisher, Microsoft 365, SharePoint, PerfectIt, Visible Thread, Adobe Acrobat, SnagIt, InDesign, GenAI ChatGPT, MS Copilot, Google docs

• Cloud-based services, instructional documentation, Chicago Manual of Style, AP Style PROFESSIONAL EXPERIENCE

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 standard operating procedures, technical procedure manuals, user manuals, programming manuals, service manuals, operational specifications, technical publications, meeting minutes, installation guides, software builds and installation, maintenance documents, configuration procedures, training manuals, and onboarding documents.

Developed 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) and vulnerability assessment reports.

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.

Assist proposal team in multiple proposal reviews resulting in $750M+ task orders awarded, including RFPS, 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

Create 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. Hathaway, Pg. 2

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 operational procedure documents, how-to guides, and application reference guides.

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 Protected Health Information

(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 (FBI), Clarksburg, WV

(Contracted with Teksystems/ David Hale Associates (DHA), Inc./Platinum Solutions/IntelliDyne/CGI Federal) Lead Senior Technical Writer/Senior Business Analyst/Production Supervisor

Reviewed system documentation, policies, procedures, workflow instructions, user manuals, operating procedures, installation guides, and QA manuals.

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

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

Developed System Security Plans (SSP) and incident response procedures for IT cybersecurity operations.

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. MILITARY EXPERIENCE

Enlisted: May 2002 – Dec 2006

Naval Intelligence Specialist (AW), Petty Officer Third Class, Tops Secret/SCI Clearance

Created instruction manuals, teaching aids, briefs, and UX documents for Tactical Intelligence Center.

Developed curriculum and training materials of aircraft, naval vessels, and weaponry.

Researched, developed, presented confidential intelligence reports and equipment user guides to aircrews.

Assigned independent duty to South America/Caribbean for joint counter-narcotics operations. CERTIFICATIONS

Six Sigma Green Belt (2024); CMMI (2023)

EDUCATION

Master of Database Administration, Keller School of Management Online, 2014

Master of Business Administration, Keller School of Management Online, 2008

Bachelor of Science in Technical Management, DeVry University Online, 2006

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