Technical Writer

Christie Templeton

**** ****** ***** ** #*** La Jolla CA 92037 • 512-***-**** • ********.*********@*****.***

Professional Profile

Results oriented, decisive leader with proven success in Technical Call Center management, Technical Writing and Business Analyst roles. Experience in the implementation of ITIL framework and continuance of best practices through proper documentation and management of procedures including Change Management, Problem and Incident Management, Configuration Management and Document Control. Self-starter with desire to utilize and improve current technical skills.

Core Competencies

• Documentation Management • Business Analyst Experience • Technical Helpdesk Management

• Software / Hardware Support • Motivational Training • Information Security Admin

• anagement & Mentoring Coaching • Performance Optimization • Account Provisioning

Professional Experience

HCA via CPI, Nashville, TN

Technical Writer, 2010-2010

Spearheaded project to update current HIPAA documentation with new standards from Meaningful Use and other laws and regulations recently enforced in the health care industry. Created original documents as well as updated existing ones with new information regarding privacy as well as Information Security procedures. Worked with the local team as well as key persons in remote locations from end users, technical assistance groups, business analysts and project managers. Organized documentation on Sharepoint. Used Microsoft Word, Powerpoint Visio and Excel in most projects.

Verio via Crescent Solutions, Boca Raton, FL 561-***-****

Technical Writer with Business Analyst duties, 2010–2010

Assisted company with documentation for new ITIL implementation as a contractor. Collected and analyzed project business requirements and transferred the same knowledge to development team. Extensively used Visio for process and infrastructure documentation, planning and development. Provided suggestions to the development team during the development stage of the ITIL implementation to meet the client’s business needs. Organized material and complete writing assignment according to set standards regarding order, clarity, conciseness, style, and terminology. Coordinated with the groups of business unit who test, validate, evaluate new applications and functions, and determine issues in services and software.. Interviewed production and engineering personnel and read journals and other material to become familiar with product technologies and production methods. Reviewed published materials and recommend revisions or changes in scope, format, content, and methods of reproduction and binding.

Keystone Automotive, Nashville, TN 615-***-****

Technical Writer, 2008 – 2009

Writes, edits, indexes, and revises a variety of technical, user documentation such as articles, reports, brochures, and/or manuals for a wide range of uses. Collaborates with programmers, engineers, and/or product management during design phase to gain an understanding of the product. Develops documentation project plans and timelines. Analyze requirements of project to determine types of publications needed. Ensures accuracy and completeness of technical documentation. Provides guidance to lower level personnel. Utilized Remedy to process requests with the help desk. Worked with all Microsoft products from Word, Excel, Visio, Power point and others.

Professional Experience Continued

CHS via Teksystems, Nashville, TN 615-***-****

Level II Account Provisioning, 2008 - 2008

Performed account provisioning and information security in the health care environment as a contractor in McKesson, Active Directory and other proprietary softwares. Received requests and communicated with end users via email and phone. Utilized Remedy for ticket creation, triage and troubleshooting, referrals to other groups and managed ticket during entire lifecycle including verification with end user of issue resolution.

Self Employed, Austin TX

Technical Writer, Graphic Artist, Web Designer, Computer Training & Repair. 2007 – Present

Freelance work for established companies and individuals. Prepared graphics and text for print, ebooks, newsletters, catalogs and flyers. Built framework using CSS, HTML and PHP for websites, designed and uploaded graphics and media. Utilize Adobe Creative Suite, Macromedia, Steinberg Cubase and other media related softwares.

art and schema for ecommerce and informational sites. Performed personalized customer home based computer training from basic operating system & hardware training to off-the-shelf specialized softwares. Repaired computers from motherboard replacement, hardware installations and re-installations, printer maintenance, iPod issues and other external hardware.

Unisys, Austin, TX 512-***-****, 2001 – 2007

Technical Writer

Worked as an outsourced Technical Writer contracted to government and healthcare groups including the Transportation Security Administration, Department of Homeland Security, Amgen as well as internal support groups. Gathered and analyzed business requirements for clients specific needs and communicated the same information to development team. Worked mostly in the ITIL framework for all groups including Service Desk, Incident Management, Problem Management, Change Management, etc. Designed and documented work flow, managed and provided solutions to new business unit ideas, trends, and concepts appropriately through the latest technological paths. Evaluated the data collected through task analysis, business process, surveys and workshops. Researched, wrote, edited and proofread technical data for use in documents or sections of documents such as manuals, procedures and specifications for proposals and bid documentation. Documented the acquired results of analysis and workflows as well as obtaining sign-off from the appropriate client. Ensured technical documentation is accurate, complete, meets editorial and government specifications and adheres to standards for quality, graphics, coverage, format and style. Managed any change requests related to the working project plans daily to meet the agreed deadlines.

Team Lead (Services Support Representative 1)

Served as Team Lead for the Transportation Security Administration and the Department of Homeland Security Service Desk. Lead phone agents in meeting SLA’s and providing first-line of post-sales telephone technical support of hardware, systems, sub-systems and applications. Mentored agents regarding installation, operation, configuration, customization, and usage of assigned products. Monitored abandon rates, wrap time, and productivity percentages. Researched and create technical, procedural and support documentation for use by peers and training department.

Service Desk Level 1 Agent (Services Support Representative 2)

Served as a phone agent for the Internal group, the Transportation Security Administration and the Department of Homeland Security Service Desks. Performed all aspects of software, hardware and network setups, troubleshooting and repair. Used active directory to assign securities and resources as well as reset passwords and create accounts. Assisted with installations, configurations and troubleshooting of

Windows OS, MS Office applications, other COTS as well as proprietary software. Diagnosed hardware problems related to laptops, desktops, servers and peripherals.

Education and Clearance

Bachelor of Arts Degree in Communications • University of Missouri in Kansas City 1998

A+ Certified • Comptia 2003

ITIL Certified • 2005

Confidential Security Clearance • 2003

Computer Skills

OS: DOS, Windows 9x, Windows NT 4.0, Windows 2000, Windows XP.

Software: Micorosoft Products: Word, Excel, Visio, Powerpoint, Access, Outlook, and Publisher. dobe Creative Suite: Dreamweaver, Photoshop, Illustrator, Flash, Flash Catalyst, InDesign,

Fireworks, Media Encoder with advanced skills, all others at beginner skill level.

Sharepoint, T-SystemEV, OS Installation & Upgrades, Office 2000 and XP, Norton AV,

Symantec Firewall, Lotus Notes, Internet, News and mail clients/configuration

(TCP/IP, DHCP, DNS, SMTP, POP, FTP, Active Directory, VPN), Symposium,

Ultra, Peregrine Service Center, Remedy, Knowlix Author, Wiki, 3DS Max (novice),

Robohelp. Active Directory. Joomla, Zen Cart & Other CMS systems.

Hardware: Computer construction, installation and network cabling with Dell, Aquanta and HP systems.

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