Technical Writer Inventory Management
Resume:
Gobles MI *****
Jacqueline Cray Cell: 701-***-****
Direct Care Provider Cornerstone AFC December 2023-Present
In this position I perform a wide variety of tasks including basic housekeeping, meal planning and execution, medication administration, inventory management, and providing physical mental and emotional care to up to six residents. In addition, I schedule, transport, and sit in on medical appointments, plan and provide community outings, and provide guidance, training, and support to both staff and residents. This position requires many of my skills including but not limited to time management, conflict resolution, communication, collaboration, physical strength and emotional intelligence as well as flexibility and quick thinking. I employ a high level of compassion, self-control, and proactively work to create not only a safe environment, but an engaging and fun one as well.
Functional Consultant Milestone Utility Service April 2022-November 2022
In this position I performed a variety of tasks including software configuration and testing, requirement gathering, conducting meetings, managing both the project action item list and timeline, and creating and updating documentation. I was considered a subject matter expert for Oracle’s CC&B/C2M and in that capacity assisted the implementation team with their questions about the product as well as configured C2M and performed testing.
Technician Radiant/ Stryker September 2021-April 2022
In this contract position commonly referred to as a Change Analyst II, I analyzed proposed product and document changes for product engineering, conducted information gathering and approval meetings, and created change requests in the Windchill system. In addition, I created an implementation plan including various change tasks and monitored the change to its resolution. This position utilized my expert analytical and collaboration skills as well as my software expertise.
Technical Writer Robert Half/Bradford White April 2021-August 2021
I collaborated with engineers, designers, and product owners routinely to create and edit installation manuals, service manuals, parts lists, and warranty documents. In addition, when editing an existing document, I scanned it for inconsistencies, discrepancies, and grammatical mistakes. A single project included anywhere from a single manual to all the manuals, but I averaged around 6-8 manual updates per project. This involved intense analysis to ensure consistent verbiage and formatting and involved updating documents that had not been updated for multiple years. In addition, since multiple projects happened simultaneously, I needed to collaborate with another project to ensure updates happened in the same revision.
I contributed to current and future cost savings for the department by creating a translations spreadsheet filled with headers, sections, images, safety warnings, and pages that are shared across documents listed in English, French, and Spanish. When professional translations were needed, I communicated with the translation company and submitted purchase orders. Upon completion of the translations, I edited images with the translations, edited formatting as necessary, and ensured that the completed document was as close to the English version as possible, and where it is not possible, ensured that the document looks professional. When updating English versions of documentation, I also proactively checked any translated versions to ensure the translated versions are updated and corrected if there are discrepancies.
Upon completion of a project, it went through an approval process which included submitting change order requests with supporting documentation and an approval meeting if applicable, depending on the complexity of the project.
Technical Writer BluJay Software Solutions December 2020-April 2021
In this position, I researched changes being made to the software for a transportation management system and utilizing the authoring tool Help & Manual, created release notes and updated existing online help documentation.
Technical Writer Employment Group/Epredia March 2020-September 2020
This was a contract position in the Change Management portion of the Quality Assurance department. I created and edited standard operating procedures, work instructions, and reports. I assisted in creating training documentation for Epredia’s software transition from JDE to SAP, created a training schedule, scheduled online and classroom training, and worked with the management and software teams to ensure employees had the permissions/access they needed for training. In addition, during training, I assisted individual students who were stuck in order to ensure class continuity.
Technical Writer Aerotek/Whirlpool June 2019-February 2020
This contract position was in the Product Literature department. I analyzed existing appliance manuals and used Windchill and Arbortext to create and edit owner’s manuals for mass production to customers. I learned the software for this job in two days and by day six in addition to creating my own documentation, I was proofreading the work of other members of the team due to my attention to detail and ability to bring consistency to the documentation we were creating. In addition, I took over the translation program in the last 3 months.
Pharmacy Technician IV Meijer July 2016-June 2019
My experience included customer service, data entry, manual and electronic insurance claim filing, counting and compounding medications. I progressed from a Level I to a Level IV in just over a year due to my dedication to excellence and my hard-working ethics. I worked very closely with customers, insurance companies and physicians. In addition to my technician duties, I was also in charge of inventory management and new hire training. I was a member of an IT advisory board that inputs software upgrade suggestions and reviews and advises on the resulting upgrades. This is a fast-paced environment with many challenges and includes face to face customer service as well as telephone interactions.
Project Application Analyst Montana-Dakota Utilities June 2015-April 2016
It was a very natural progression to move into a permanent software testing position as this position was a perfect fit for my analytical skills and my prior experience with the company. I continued creating and executing testing plans, read and interpreted technical designs created testing scenarios and analyzed the data in order to ensure the software worked as designed as well as intended by the business. I made recommendations and retested as necessary. I worked with interfaces and modifications to the system as well as report creation. As I tested, I created and updated testing documentation required by our legal department for auditing purposes. I worked closely with the business and the software developers to troubleshoot any issues that arose. Human Resources recently reviewed this position and have re-titled it to a Business Analyst position.
Credit Agent II Montana-Dakota Utilities January 2014 –June 2015
In this position I spent the majority of my time doing software testing for the Oracle CC&B CIS Alignment Project. I tested the credit & collections software for the implementation of the conversion of the Great Plains Natural Gas to the Oracle CC&B platform and took on additional testing tasks for all previously implemented divisions. I created and executed testing plans, read and interpreted technical designs, created testing scenarios and analyzed the data in order to ensure the software worked as designed as well as intended by the business and made recommendations as necessary. As I tested, I created and updated testing documentation required by our legal department for auditing purposes. In between testing projects, I made outbound credit & collections calls for multiple companies.
Project Trainer Montana-Dakota Utilities May 2013-January 2014
I assisted employees with CC&B customer service application questions and problems through a help desk in box, provided one-on-one training and classroom training for CC&B. I analyzed the CC&B system to determine a proper process workflow for customer service, accounting, meter configuration, and operations and created and modified training documentation as appropriate. I worked closely with the business and the software developers to assess changes made and to determine the best training approach. My supervisor let me know that there was a possibility that the position may be discontinued in the future after the software implementation project was completed, so I sought another position.
Consumer Specialist Montana-Dakota Utilities December 2010-May 2013
My tasks were to research and respond to Public Service Commission complains and inquiries, research and respond to better business bureau complaints, research and respond to subpoenas and police investigations, research and resolve Fraud and Identity Theft investigations, and assist customers in obtaining heating assistance. I entered the assistance benefits, researched missing payments and benefits, and processed refunds to the state. I assisted in the development of procedures for this position and performed back up for my counterparts in Intermountain Gas and Cascade Natural Gas. I also contributed to the development of Montana-Dakota Utilities’ CC&B conversion and served as a subject matter expert regarding LIHEAP and other heating assistance programs as well as customer service. This position made me well versed in all five customer information systems across our four different companies which spanned 8 states.
Credit Trainer Montana-Dakota Utilities December 2009-December 2010
I spent the majority of my time on location in Idaho training the customer service new hire groups for the new customer service center and the remainder of my time learning the credit & collections department procedures and Public Service Commission regulations for all eight states in the Montana-Dakota Utility Group. I assisted in the development of the customer service and credit procedures for the Idaho team and expanded the new hire training program significantly. When I took over the training program, the average score on the final test was under 90%. After my changes were implemented, all of my students were at 96% and above for all of my classes. I served as a subject matter expert for customer service and collections in our software transitions in all four companies.
Resource Coordinator Montana-Dakota Utilities October 2006-December 2009
My tasks included implementing all new software installations, new hire training which included presenting material in a classroom setting for an eight-week course, one on one training as needed, additional training for existing staff on new software applications and projects, creating training documentation and evaluating and coaching agent performance on calls. I created a procedures website and also a practical exam. I had sole responsibility for loading, monitoring and prioritizing the outbound dialing system. I collected telephone statistics and agent quality statistics and created daily, monthly and yearly reports.
Call Center Agent Montana-Dakota Utilities July 2004-October 2006
This position consisted of responding to telephone calls and email inquiries regarding bill inquiries, appliance repair, starting and stopping service, emergency calls and various other utility requests. I also performed outbound calls for scheduling appointments with customers for service work and meter exchanges. In addition, I responded to emergency calls from our Safe N Secure customers whose programs ranged from elderly and disabled persons monitoring to home security alarms. In this capacity, I responded to emergency medical calls and contacted emergency responders and family members, responded to security monitoring alarms and home environmental monitoring alarms. As I gained experience, I began mentoring other agents.
Provider Services Representative Aetna September 2002-July 2004
I answered telephone calls and responded to mail and email correspondence from providers of services such as physicians, hospitals, and network representatives to review and explain benefits and to provide claims’ status. I worked with over 100 different employer medical plans with several different health benefit types from HMO, PPO, Comp, Basic and Cobra coverage. I explained terminology to both members and providers. I resolved complaints and disputes. Along with mentor calls from other agents requesting assistance with their calls, I handled escalated provider and network complaints and special issues and escalated supervisory calls. I co-trained a new hire class.
Education
Otsego High School College Prep September 1984-May 1987 Otsego MI
Davenport College Accounting Winter -Summer 1990 Kalamazoo MI
Computer Skills
Typing Skills: 63 wpm with 99% accuracy as tested by Job Service of ND
Proficient or excel in the following software:
Customer Information Systems:
Microsoft Office Products:
Other Software:
GUI AS401 RTS Pro
Word
Adobe Captivate
GUI AS400 RTS Pro
Outlook
Various Web-Based Software Applications
Customer Watch
Excel
IEX Totalview Workforce Management
Legacy Systems
Access
Nice Call Recording
Aetna’s CIS
Front Page
Teams
End Point Database
Webex
Meijer’s DOS
Power Point
Snagit Screen Capture
Crystal Reports
BOE/BI Reports
Shared Document Systems:
Presence Agent
VIP DocView
Subversion
Presence Administration
Oracle’s CC&B
JD Edwards
Arbortext
SAP/Fiori
SAP/Windchill
TMS (Transportation Mgmt System)
Sharepoint
Confluence
Help & Manual
Presence Supervisor
Google Sheets
Google Docs
Skype for Business
Logos Translation Software
JIRA
Professional References
Deb Steel
Project Manager
Whirlpool
Del Herner
Montana-Dakota Utilities
Director of Customer Service
Terri Shoen
Montana-Dakota Utilities
Former Director of Customer Service
Sue Materi
Montana-Dakota Utilities
Business Analyst (Former Customer Service Supervisor)
Personal References
Jane Wagner
Montana-Dakota Utilities
Customer Accounting Supervisor
Co-Worker/Friend
Lisa Doll
Montana-Dakota Utilities
Customer Accounting Associate Co-Worker/Friend
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