Technical Writer Customer Experience

John Bean

941-***-**** - ***********@*****.*** - Dunnellon, FL

See samples and references at: johnnyrbean.com

As my work history and samples demonstrate, I have experience with a wide variety of technologies, tools, and documentation types, as well as editing experience. I have a passion for improving the customer experience. My samples demonstrate how I go beyond standard documentation deliverables and think outside the box to create the most user-friendly documentation possible, which allows customers get up and running quickly without relying on Tech Support.

I have created usability groups to test the documentation with internal and external users to improve both the documentation and the products. I have a proven track record of being a quick learner and self-starter who requires little oversight to meet or exceed expectations.

SKILLS

Technologies: Private Wireless, corporate tax software, O-RAN, Kubernetes, O-Cloud, 4G/5G Architecture, REST API, data loggers, IP gateways and phones. Documentation: UI User Guides, Installation Guides, Admin Guides, API Developer’s Guide, API Reference, SDK User Guide, Quick Start, Data Sheets, White Papers, Release Notes

Tools: FrameMaker, MadCap Flare/Central/Capture, Oxygen (DITA/XML), BlueStream, Visio, Jira, Confluence, Captivate, Author-it, PowerPoint, MS Excel. ChatGPT, MS Copilot.

Processes: Agile, ISO 9000, Information Mapping, Translation, Localization EDUCATION

University of Massachusetts, Amherst - B.A. Journalism Northeastern University, Boston, MA - Technical Writing Certificate Information Mapping, Inc. - Advanced Information Mapping Method Technical Writer HG - AI Technical Writing Certificate WORK HISTORY

JMA Wireless

Sr. Technical Writer/Editor (Aug. 2022 to Feb. 2025)

• Main writer on many varied documents for the XRAN Private Wireless products, including UI User Guides, Admin Guides, SDK User Guide, REST API, Hardware and Software Installation, KPI Reference, and Alarms Reference.

• Worked with Field Engineering to do a complete overhaul of a user guide to give it a more logical structure aligned with user roles and updated content to reflect changes in the UI.

• Edited documents for the Tech Pubs group and others groups in the company, including Marketing websites and White Papers, MOPs, and Closeout Packages. Parallel Wireless

Sr. Technical Writer/Editor (Oct. 2017 to June 2022)

• Converted a legacy user guide created in FrameMaker into DITA/XML (Oxygen) and updated the procedures to reflect the new EMS UI.

• Sole writer on other documents, including Admin Guide, Software Installation, KPI Reference, and Alarm Reference.

• Edited documents for the Tech Pubs group and developed a Tech Pubs Style Guide. Vertex, Inc

Sr. Technical Writer (April 2012 - Sept 2016 and Jan 2017 - Sept. 2017)

• Documented corporate tax software products. I specialized in the Excel Add-In utility, creating a Getting Started Guide, Installation and Setup Guide, User Guide.

• Took it upon myself to learn Captivate and create an eLearning course that reduced the amount of time Sales and Customer Support had to spend explaining the tool to customers. Teltronics (now MedTel Services)

Sr. Technical Writer (June 2010 to Oct 2011)

• I Worked on many documents related to the Business Phone Systems products, including the VCSe Gateway Administration Guide and IP Phone User Guides. Onset Computer

Sr. Technical Writer (Oct. 2007 - April 2010)

• I was the sole Tech Writer at this company that produced data loggers and a variety of software UIs for monitoring systems.

• I created an easy-to-follow HOBOlink Quick Start Guide that was praised by Field Engineering and Customer Support.

Contact this candidate