Senior Technical Writer for Mission-Critical Systems

Mark T. Heigh

******@*****.*** Portfolio 443-***-**** Ellicott City, MD

Senior Technical Writer & Information Designer

Specializing in Complex Systems Architecture, Mission-Critical Operations, and Corporate Training Infrastructure

PROFESSIONAL PROFILE: Versatile Senior Technical Writer and Systems Consultant with over 15 years of experience translating complex, high-level technology and software specifications into scalable training programs and actionable enterprise documentation. Proven track record of accelerating staff onboarding and software adoption by designing high-utilization user guides, business systems procedures, and standard operating procedures (SOPs). Expert at driving alignment between cross- functional technical leads, developers, and non-technical stakeholders. Highly skilled in visual communication, utilizing data-driven infographics and process workflows to synthesize technical architecture for executive-level presentations.

CORE COMPETENCIES

Information Architecture & Technical Documentation: Enterprise Software Manuals, Standard Operating Procedures (SOPs), Work Orders, and regulatory compliance documentation.

Instructional Design & Enablement: Developing technical curriculum, onboarding tracks, and user-adoption training for specialized engineering and software platforms.

Visual Communications & UX Support: Creating process workflows, electrical/mechanical schematics, and high-impact visual data infographics for executive stakeholders.

Systems Analysis & Quality Assurance: User Acceptance Testing (UAT), regression/defect testing, software requirement gathering, and workflow optimization. PROFESSIONAL EXPERIENCE

KBR Wyle (Contractor at NASA Goddard Space Flight Center) Technical Writer/Graphic Artist 1/2012 – 5/2025

Designed a high-utilization user manual for proprietary database software, reducing onboarding time for new staff.

Authored and maintained critical mission documentation for Earth Science Satellites (Aqua, Aura, Terra, GPM).

Developed comprehensive hardware operational manuals for the Space Geodesy Project (VLBI 2010, NGSLR) by synthesizing data from field research and SME interviews.

Produced technical graphics posters and certificates using satellite imagery to communicate mission success to stakeholders.

DK Consulting, LLC (Maryland Dept. of Human Resources) Technical Writer 6/2011 – 1/2012

Standardized technical policy documentation for the Office of Technology for Human Services

(OTHS).

Facilitated brainstorming sessions with technical leads to capture and document software application requirements.

TASC Inc. (Contractor for the FAA) Technical Writer 11/2010 – 6/2011

Drafted official FAA Orders and Notices regarding Aviation Safety, ensuring compliance with federal regulatory standards.

Collaborated with Safety Culture SMEs to present safety findings to high-level Aviation officials. Adecco USA (Contractor for Baltimore Gas and Electric (BGE)) Technical Writer 7/2010-10/2010

Wrote standardized technical documents and updated work procedures used by technical and field personnel.

Stinger Ghaffarian Technologies (SGT) / NASA GSFC Systems Engineer 12/2007 – 4/2010

Instructional Writing: Developed hardware assembly instructions for EVA/EVR equipment for all five Express Logistics Carriers serving the International Space Station (ISS).

Research: Conducted geographical and meteorological analysis to identify optimal domestic and foreign sites for NASA Lunar Laser Ground Stations.

Safety Operations: Authored procedures for hazardous NASA cleanroom activities, including crane lifts and transport.

Kforce (Contractor for United Parcel Service (UPS) Information Services) Sr. Methods Analyst 4/2007 – 10/2007

Developed global documentation and online help systems for UPS WorldShip, enterprise logistics platform used globally.

Executed software regression testing, identifying defects and updating test scripts to ensure UI stability.

Honeywell Technology Solutions Inc. / NASA GSFC Spacecraft Analyst & Consultant 8/1988 – 9/2004

Software Consultant (Space Telescope Science Institute)

- Successfully designed an entire training infrastructure that allowed highly specialized users to interact with complex software architecture.

- Engineered standard operating procedures (SOPs) and tactical protocols that enabled seamless, secure downloading and routing of high-density satellite telemetry and mission- critical payload data.

Systems Analyst/Operations Lead

- Directed a team of Operations Analysts managing real-time spacecraft telemetry and attitude data while heading certification training for command personnel. TECHNICAL SKILLS

Software: MS Word, Visio, PowerPoint, Excel, Adobe Acrobat, Photoshop, Publisher.

Cross Functional Literacy: Proven ability to bridge software and hardware environments, leveraging hands-on experience in UNIX, legacy scripting (Visual Basic), satellite telecommunications telemetry, and complex electro-mechanical blueprint analysis to deliver airtight requirements documentation.

EDUCATION

Bachelor of Science, Computer Science – University of Maryland, Baltimore County (UMBC)

Certificate: Computer Electronics Systems Specialist – R.E.T.S. Electronics Schools Inc.

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