Technical Writer Quality Assurance

SENIOR TECHNICAL WRITER

MADCAP FLARE THRIVE IN AGILE ENVIRONMENTS XML/DITA

LEARNING NEW CONCEPTS IS IN MY BLOOD

CAREER SNAPSHOT – Accomplished technical professional having worked for WordPerfect, Novell, Intel, LANDesk, and Xactware. I have written online and printed documentation for end-user, system administrator, and programmer audiences. Over ten years’ experience working in Agile environments and have my Scrum Master certification. Completed projects in Windows, Mac, Unix/Linux, and DOS ranging from one-page support briefs and release notes to 1,000-page user guides efforts with cross-functional teams to produce documentation in ten or more languages. I speak Spanish fluently.

SIGNATURE ACHIEVEMENTS:

Wrote LANDesk Management Software provisioning documentation from the ground up

Created user personas in insurance industry for development team to use while at Xactware

Converted 1200 pages of documentation from Oxygen to Madcap Flare while at Accela SIGNATURE STRENGTHS & COMPETENCIES

LEADERSHIP DOCUMENTATION WORKING COMMUNICATION

COMPETENCIES TOOLS KNOWLEDGE OF STRENGTHS

Lead by example Madcap Flare (WYSIWYG) Python Adept verbal/written communicator Punctual Oxygen Angular Research bloodhound

Always meets deadlines DITA/XML authoring AI Content translation-ready Adaptable Framemaker CyberSecurity Always meets deadlines Jira/Confluence Knowledge-Centered

Microsoft Office Suite Services

HTML/CSS ServiceNow

PhotoShop/SnagIt Networking

Google Suite Data storage

EXPERIENCE

LIONBRIDGE – REMOTE NOVEMBER 2023 – DECEMBER 2024 Senior Technical Writer (contractor)

Part of a five-writer multi-national team at Hewlett-Packard to create customer support briefs for HP consumer printers, quickly learning Oxygen Author and Editor, Publication Manager, and Acrolinx.

Migrated legacy documents from CMS (Concentra) to the new Publication Manager

Ensured document consistency across a huge repository of consumer printer support briefs

Provided company coverage for consumer printer support documentation on Fridays due to the India team being offline and other U.S. writer working a 4x10 schedule, converging SMEs, editor, and support representatives to produce and publish content in a timely manner

ACCELA – DRAPER, UTAH OCTOBER 2021 – JULY 2023

Senior Technical Writer (contractor)

DAREN S. DEADMOND

Orem, Utah, 84057 801-***-**** *****.********@*****.*** http://www.linkedin.com/in/deadmond XML, WYSIWYG, and DITA I was hired for my Madcap Flare expertise in migrating content from legacy help-authoring tools to Madcap Flare. This procedure required editing each topic’s HTML in Flare after applying product stylesheet(s).

Converted 1200 pages from Citizen Access and Civic Platform manuals from Oxygen to MadCap Flare, modifying content and updating screenshots

Created outputs for Accela Mobile product to be easily viewable on mobile devices

Wrote and maintained user and admin guides for Accela Mobile, documenting process flows for cities/counties to set up procedures for customers to pay bills, check balances, and so forth

Wrote release notes for all Accela products by gathering information from Jira tickets and SMEs, formatting all notes for consistency, sending notes out for review, and publishing to both public and internal sites LENDINGCLUB – LEHI, UTAH FEBRUARY 2021 – OCTOBER 2021 Senior Technical Writer

Worked with a team of 5-6 writers to write internal procedures for loan associates (business, home, auto, personal) to refer to when engaging with customers. We documented every procedure associated with each job, all in Confluence. We created hundreds of procedures for each job, collaborating with managers, SMEs, and customer support. We delivered support briefs using Sharepoint and Microsoft Word. These briefs were one-page documents containing steps to resolve a specific task.

Wrote procedures to drive smooth interactions between associates and customers for several departments such as customer engagement, customer recovery, and operations

Wrote process flows for associates to refer to when completing their tasks (applying for a loan, refinancing an auto or home loan, and so forth)

XACTWARE, A VERISK COMPANY – LEHI, UTAH AUGUST 2016 – FEBRUARY 2021 Technical Writer

I collaborated with another writer to provide all documentation for Xactanalysis (online help, user manual, what’s new brief, and release notes). We attended all Agile team meetings in support of a development team. We wrote, sized, and sent for review all release notes. We documented new features while updating existing features with new functionality.

Planned, sized, and completed development stories as part of Agile scrum teams, wrote release notes and developed online help and printed PDFs published via AWS for these stories. Individual scrum team sprints, stories, planning, velocity, sizing, and so forth were tracked in Jira for all team members to see and edit.

Documented process flows of insurance adjusters in completing a claim

Determined content and captured images within established company style guide

Contributed to release notes and What's New documents for quarterly releases

Submitted new/updated documentation to translation vendor for localization/inclusion into help system

Created user personas to guide application development teams

Reviewed completed Spanish translations of English strings from vendors for accuracy EDUCATION

MASTER of PUBLIC ADMINISTRATION – Human Resources, Statistics Brigham Young University, Provo, Utah BACHELOR of ARTS – SPANISH (Music, Psychology minors) Brigham Young University, Provo, Utah CERTIFICATIONS or LICENSES

AI Course & Certification 2024 (Writing.io) - 2025

Scrum Master Certified (ScrumStudy) - 2023

JavaScript - 2013

LANDesk Asset Lifecycle Management - 2010

Web Server Management - 2006

Project Management – 2003

Contextual inquiry - 2002

Introduction to XML – 1998

Intro to Computer Programming - 1996

Beginning and Advanced HTML – 1995

Indexing - 1993

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