Technical Communications Specialist / Technical Writer

Career Summary

Proven Technical Writer with *+ years of experience developing all manner of documentation. Professional accomplishments include:

• Pitched, researched, and helped implement a new training system based on Captivate modules and certification testing

• Developed and implemented a style guide

• Developed and conducted training in the USMC and in later positions

• Taught classes on Leadership, User Interface, and general user instruction to diverse audiences, including internal and external audiences

• Developed Test Plans and Managed QA Document archive

• Designed and Published company web site

• Written many User and Service Manuals and developed a Quick Start Guide for Medical Instrument operators

• Wrote and Published Technology Standards

• Familiar with ITIL and implementing Change Management Best Practices

• Help define new SOP and Policy Procedures while examining and implementing best practices

• Integral part of FDA Audit Team

• Developed SOx Policy

• Wrote a proposal for the acquisition of a Sustaining Membership in the American Society for Quality. This was recently accepted.

• 2 weeks in the Philippines to assist in the implementation of our new Tier 1 Support Call Center. Wrote and lead training for new associates

Proven QA / Release Management tester with 5+ years of experience testing software and hardware. Professional accomplishments include:

• Tested Internal, Client and Server Side, and 3rd Party applications

• Strong communication and teamwork skills which helped me to better work with the developers and clients, as well as act as a liaison between the two when necessary

• SQL queries to confirm data results that are seen through User Interface

• Defect Tracking through completion with a strong ability to recognize which “bugs” should take priority for which releases

• Worked solidly as a Lead tester as well as a part of a larger testing team

• Manual testing, but also helping to usher in some automated tools

• Clearly document and report issues, including spreadsheets for our internal SharePoint site

• Provide timely and effective Technical Support and troubleshooting help to customers and the support team

• Integral part in setting up a Command Center to better route Issue and Problem Management.

Respected Team Player and Leader. Have lead other Technical Writers and Testers and developed templates for peers to use. Able to seek out information using internal and external relationships to accomplish tasks. Have never lead or participated in a team that has missed a deadline or delivered sub-par documentation.

Strengths include:

• Extremely quick, intuitive, self-motivated learner

• Detail Oriented

• Training End Users, Colleagues, and other audiences

• Result Driven

• Strong analytical skills

• Troubleshooting a wide array of software and web services

• Strong customer service skills

• Develop and present highly effective training to a diverse audience

• Knowledge of a variety of technical environments

• Strong understanding of the Software Development Life Cycle and Project Management

• Write and implement effective Policy and Procedure over a wide array of environments for a varying audience

Work experience

January 2009 – Present Theoris, Inc / Covance Indianapolis, IN

Technical Writer

 Design and implement new User Manual for newly developed software

 Created PDS docs based on Design Specs and Use Cases

 Researched, proposed, and trained on Captivate Software for design of User Acceptance Testing and training

 Designed a new training system and approved all modules created in Captivate

November 2008 – December 2009 Jackson Hewitt Contractor

Technical Writer

 Edit preparer training materials

 Apply style guides and standards to existing documents

 Update documents to conform with new Tax Year requirements

June 2008 – November 2008 CallMiner, Inc Ft Myers, FL

Technical Writer / QA

 Update all User and internal facing documents

 Wrote to diverse audiences including Services, Partners, and Users

 Created new Style Guides

 Scheduled and chaired meetings on specific projects and for feedback / review

 Installed components on multiple systems to test interfaces and expected handshakes / interactions

January 2005 – June 2008 Jackson Hewitt Technology Sarasota, FL

Release Management / Technical Writer

 Work in diverse teams to accomplish short-term projects to make progress in long-term design and implementation goals

 Software use includes RoboHelp, Word, PageMaker, InDesign, and Captivate

 Write procedures to help train coworkers

 Help to teach and train coworkers in the use of new software

 Write and develop Sarbanes – Oxley (Sox) policy and procedure

 Update and convert Technology Standards to web-based documents

 Write, update, and develop test plans and scripts following best practices and SDLC

 Test all software and online business components across various platforms

 Lead several projects

 Manage the QA / Dev Lab including all network and workstation setup and general updating

 Recently assigned to begin development on several new SharePoint pages

 Write and develop various software configuration procedures

 Write and implement Test Plans, Scripts, and results

 Kept meticulous records for use in future years as control data and performance testing

 Performance Evaluation Rating: Exceeds Expectations

 Write and edit tax law training and educational courses

 Write and edit user guides and help files

 Developing policy for the new Release Management team per ITIL specs and Change Management Best Practices

 Edit a variety of other tax code course work and information

April 2002 – January 2005 Awareness Technology, Inc. Palm City, FL

Technical Writer / QA

 Awareness is a manufacturer of Medical Instruments and winner of the E-Award, an exporting award given by the President of the United States for excellence in Exporting.

 Spearhead all documentation projects. Responsible for the entire publication process including graphics, layout, document design, circulation, and editing.

 Part of the Quality Assurance Dept. and involved in every aspect of training development and the lifecycle of documentation. Helped to validate all instruments and software during documentation lifecycle. Reported bugs directly to engineering and programmers.

 Designed new style guide and reformatted manuals

 Wrote all Operator’s and Service Manuals, Assembly Procedures, Tutorials, and Spare Parts Instructions for both the end user and in house use.

 Developed new format and style guide for documentation

 Proposed acquisition of new web design software (DreamWeaver) and created new company web site (awaretech.com). Weekly Web Hits average went from 190.92 in 2003 to 279.98 in 2004

 Conduct audience interviews and analysis to determine direction for in house, customer, and field-technician documentation usage

 A main team member for our FDA inspection and Audit. There was one finding concerning incoming materials inspection forms. It was amended and approved before the inspection concluded

 Team leader for “Project Breakdown”, which consisted of sending instrument components overseas and providing instructions on how to correctly assemble them. Picture driven for ease of translation

 Co-chair of weekly Engineering Meeting created to facilitate better communication within the departments. I write the minutes for this meeting as well as maintaining the Open Action List pertaining to active Engineering Change Orders

 Streamlined the circulation process by use of Acrobat Professional (reviewing toolbar)

 Handle most digital photography and all scanning assignments (both as images and PDFs).

 Designed several product brochures and write all copy for our Web Site.

 Full control of Device Master Records and controlled documentation

 Some troubleshooting assistance for in house software problems

 Some Technical Support for distributors and End Users

 Design Overlays for instrument keypads

 Conduct pre-flight for all documents and brochures sent to outside printer

 Part of ISO, UL, and CE certification teams

June 2001 – March 2002 Signs In One Day Stuart, FL

Designer / Office Manager

 Wrote informal user manuals on the use of a Leaded-Glass Design Program.

 Designed all signs using Flexi (design program).

 Handled all file type conversions and conversions for E-Mail.

 Became even more familiar with points and the manipulation of paths.

December 1999 – March 2001 Vision’s Edge Tallahassee, FL

Technical Support / Personnel Director / Marketing

 A leading international software developer of Xtensions for QuarkXPress.

 Started in 12 / 99 as Technical Support. Handled all E-Mail and phone calls on a daily basis. Avg. 20 – 25 per day.

 Handled all software validations, bug reporting, and CD testing for release.

 Bug testing to replicate problems found by our customers.

 Assisted in writing and design of the manuals for our products.

 Assisted in development of bug and FAQ database for in-house use.

 In 10 / 2000, represented VE at XPLORE 2000, a trade show in Miami, FL. Handled booth design, all demos, and questions for that show.

 Promoted in 11 / 2000 to Personnel Director and Marketing Director while continuing as Technical Support.

 In charge of hiring and termination of personnel, as well as any benefit questions and payroll reporting.

 Assisted in the design and maintenance of the web site.

July 1996 – December 1999 Hunter’s Alligator Products Havana, FL

Agent for Alligator Trapper

 Assisted in the capture of nuisance alligators.

 Handled all public and customer relations.

April 1993 – July 1996 United States Marine Corps

Brig Guard / Section Leader

 Led and managed a section of 10 guards and 20 prisoners.

 Helped to re-write parts of the SOP.

 Managed all PR issues.

 Liaison for all touring officers.

 Wrote / taught classes on Harassment, Leadership, and Interpersonal Communication Skills.

Education

April 2004 Clemson U., JER Group

Certificate in Technical Writing

January 1999 – August 1999 Keiser College Tallahassee, FL

Computer Graphics & Design

 Maintained 3.5 GPA.

 Wrote for school newsletter.

 Selected to participate in Art Show June 23, 1999.

Software Adobe Acrobat and Acrobat Professional Advanced

Adobe Captivate Advanced

Adobe FrameMaker Beginner - Intermediate

Adobe GoLive Intermediate

Adobe Illustrator Intermediate+

Adobe InDesign and InCopy Advanced

Adobe PageMaker Advanced

Adobe PhotoShop Advanced

Advanced search capabilities on all search engines (Google, Ice Rocket, Yahoo, etc.)

All MicroSoft Office Products (incl IE7) Intermediate – Advanced

Corel Advanced

Experienced using scanner, digital camera, CD burner, external ZIP Drives, and troubleshooting printing issues.

File Type Converter (Mac to PC) Advanced

HTML Intermediate

MacDraft and PC Draft Intermediate

Macromedia DreamWeaver Advanced

Microsoft Frontpage and Netscape Communicator & Composer Intermediate

Paint Shop Pro Advanced

Quark XPress and XTensions Advanced

RoboHelp Intermediate

SharePoint Advanced

SolidWorks (CAD program) Beginner

SQL Beginner

Visio Intermediate

Windows and Mac Operating Systems Advanced

Professional References

References available upon request.

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