Technical Writer

Randy Roten, MBA Roswell, GA *****-**** *****.*****@*****.*** 404-***-****

http://www.linkedin.com/in/RandyRoten SKYPE: **********@*******.*** page 1 of 2 Senior Technical Writer

As an award-winning Senior Technical Writer and Documentation Consultant, my communication and project management skills support creating world- class technical documentation that meets or exceeds client expectations from the front-line on up to senior corporate business levels through authoring content, ADDIE/SAM Methodology Instructional Design, heuristic development, haptic capture, and process analysis expertise. Let’s work together to develop and deliver world-class documentation for your company! TECHNICAL APTITUDES

SOFTWARE: Markdown, GitHub Desktop, Visual Studio Code, Google Docs, Atlassian JIRA / Confluence, Figma, MkDocs, Python, Anaconda, MS Office, Teams, Visio, Project, SharePoint, Morpheus network management, Team Foundation Server (TFS), MadCap Flare, Adobe Creative Suite, Adobe Experience Manager

(AEM), FrameMaker, RoboHelp, XML, HTML, Bitbucket, ServiceNow form administration / design / support, SQL, Microsoft Data Services (MDS), Webex, and so on. CONCEPTS: Continuous Integration Continuous Deployment (CICD), AGILE/Waterfall Software Development Life Cycle (SDLC), Sprints, Scrum, Demos, kanban, compliance, Quality Assurance (QA), Darwin Information Typing Architecture (DITA), Cascading Style Sheets (CSS), Information Mapping, single-source, team facilitation, structured formatting, web-based training, Master Data Management (MDM), Spread Spectrum, and more. INDUSTRIES: Banking, Automated Clearinghouse (ACH), Software Solution Development, Scalable Cloud Services (MS Azure, Google Cloud, Amazon Web Services, Lumen Edge), Platform as a Service (PaaS), IaaS, SaaS, Freight Logistics, Material Handling Robotics, Information Technology, telecommunications, infrastructure maintenance, data management, insurance carrier database management, airline ticketing back-office, heavy manufacturing, POS system support, enterprise / municipal asset management, Master Data Services, electric/gas/water public utilities Automated Metering Infrastructure (AMI), technical training, etc.

Accustomed to managing competing priorities in dynamic environments while working autonomously.

Long-form and topic-based developer- and client-facing content including API Documentation, Standard Operating Procedures, User Manuals, Quick- Start Guides, software help files / systems, release / patch notes, business correspondence, white papers, and so on, via physical and virtual delivery.

Proven JIRA / SharePoint / Team Foundation Server (TFS) usage and know-how.

Instructional Design in ADDIE and SAM disciplines, supported by undergraduate pedagogy coursework.

Digital asset development proficiencies in multiple graphic and multimedia formats.

Software Development Life Cycle (SDLC) team participation, contributions, software test planning, test scripting, and Regression Testing.

Quality Assurance testing as part of software documentation development.

Application Programming Interface (API) instructional design / marketing collateral development.

Recognized skills in building strong relationships with teams, team members, and clients, check my LinkedIn profile for attestations. PROFESSIONAL EXPERIENCE

Capital One Servicing Mobile App and Website (EASE), ICONMA contractor Jan 2025 – Feb 2025

Responsible for developing comprehensive step-by-step process documentation for the Capital One Servicing Mobile App and Website (EASE) on Android, iOS, and Web functionality for payment operations.

Team contributor toward developing training, support, process, and API documentation supporting the Mobile Services buildout.

Analyzed Figma-based functionality examples to support creating documents that included screenshots, analytics tagging suggestions based on guidelines, and customer journey states.

Collaborated with Product Managers owning these products/features within the Mobile App and Website to ensure accuracy and relevance.

Developed documentation around tagging feature updates across the Web/Android/iOS environment inteface.

Contributed Process Management and Documentation supporting Web/Android/iOS platform knowledge and Data Analytics.

Enabled Mobile app and website analytical tagging by engineering personnel to provision backend API development.

Reviewed the features across all platforms that supported tagging and additional tags requiring buildout documentation. Discover Financial Services, E-SOLUTIONS / Cognizant contractor Aug 2022 – Jan 2025

Authored API documentation for technical processes and technology descriptions to inform and educate back-office developer personnel.

Contributed to, supported, and occasionally led daily CICD standup / parking lot meetings to determine, establish, and maintain priority efforts for the team supporting and developing back-office applications for payment operations.

Used Markdown and Visual Studio Code to author content, along with GitHub Desktop to track, version-control, transition, and publish this content to the DFS CD Support, CD Admin, and Discover Technology Academy reference libraries.

JIRA story creation / maintenance that supported ongoing two-week AGILE sprints.

Analyzed fault reports and information required for developing/updating policy, procedure, and ServiceNow form and template documentation.

Collaborated with SMEs and app dev teams to ensure specialized topics were appropriately addressed.

Evaluated and determined best presentation methods for a developer audience to optimize reader comprehension.

SDK authoring for software developers by emphasizing single-source, enabling, supporting, promoting, and maximizing content reuse. Randy Roten, MBA Roswell, GA 30076-2649 *****.*****@*****.*** 404-***-**** http://www.linkedin.com/in/RandyRoten SKYPE: **********@*******.*** page 2 of 2 Microsoft, Experis contractor

June 2022 – Aug 2022

Analyzed customer pain points during cloud services onboarding.

Wrote and edited configuration guides for customer training.

Designed and edited documents from multiple sources to achieve a consistent style and voice using HTML and MS Office applications.

Ensured all copy adhered to appropriate style guides while reviewing each stage to confirm accuracy of internal and client changes. Lumen Technologies, APEX contractor Apr 2021 – May 2022

Extensive GitHub experience in both Markdown and dot-com environments creating API documentation and other content.

Adobe Experience Manager article composing / editing for the Lumen.com website.

JSON file edits supporting website documentation article redirects and other tasks.

Designed / developed documentation (and related templates) that:

Employed words, images, graphics, and other media to provide product support information explaining use, functionality, and architecture.

Maximized product support call deflection and minimized support call handle-time related to those products.

Developed / implemented workflows for the collaborative creation, review, and maintenance of topically organized, structured content that:

Coordinated with an Agile environment and associated workflows.

Used a single-source approach for content creation, storage, reuse, version control, digital asset management, and documentation publishing. US Xpress Enterprises, TEKsystems contractor Aug 2020 – Nov 2020

API documentation specifying secure data communications parameters for internal and external customers created from interviews with front- line and subject matter expert personnel, performing background research, soliciting supporting data, and gathering collateral information.

Managed documentation requirements for API development projects.

Produced customer-facing documents and procedures for securely sharing data with freight logistics applications. Truist, Shoap Technical Services contractor Sept 2019 – Jan 2020

Banking Payables/Receivables user/admin research and development, including security procedures management.

Automated Clearinghouse (ACH), Wire, Check, and Virtual Card process review, analysis, documentation.

Analyzed existing content, focusing on reuse and single-sourcing opportunities.

Provided notes and examples to application developers toward improving user support. Honeywell Intelligrated Mar 2019 – Aug 2019

Authored user-facing API documentation with MadCap FLARE and other tools, using GitHub and Bitbucket for version control.

Employed Atlassian Confluence for topic authoring and AC space maintenance.

Collaborated with scrum teams and team members to manage, develop, fine-tune, and perfect documentation requirements. April 2013 – Mar 2019 Clients (agencies): Vanco (TEKsystems); EQUIFAX (Synergis); Integrity Marketing Group (Tech RBM); DELTA AIR LINES (Delta Global Staffing); Trojan Battery Company (KORE1); Focus Brands (1099); Bako Diagnostics (Thompson Technologies); Profisee (1099); Larson-Juhl (Solü Technology Partners); Tyler Technologies (W-2); eBryIT, Inc. (W-2).

Military Service: US Army - Military Occupational Specialty (MOS) 32F20 – Fixed Ciphony Repairman

Data / voice cryptographic systems equipment training and maintenance that included associated network infrastructure.

535th Signal Company Ansbach Detachment Communications Center encryption / decryption system maintenance on and for secure communications hardware and associated network infrastructure interface devices.

1st Armored Division Headquarters (Ansbach) AUTOSEVOCOM secure voice network equipment and infrastructure maintenance.

SECRET clearance for classroom training / TOP SECRET clearance for permanent party and secure facility site operations.

National Defense Service Medal.

Awards: Society for Technical Communication

Excellence

Merit

DataNexTM Data-20 Digital Radio Installation Manual, 2005 Introduction to Data Modeling, 2005

Education

M.B.A. Business Administration / Strategic Leadership Oglethorpe University, Atlanta, GA B.S. Technical and Professional Communication Southern Polytechnic State University, Marietta, GA Professional Licensing

Federal Communications Commission General Class Radiotelephone Operator License PG-6-28353

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