Technical Writer
Resume:
William S. Ingalls Jr.
Lebanon, CT 06249
Technical Writing Skills & Knowledge
Authoring Tools
FrameMaker; Word; Micrografx Designer; Paint Shop Pro; Acrobat authoring
tools;RoboHelp for Word and HTML; reamweaver; Plain Language Thesaurus
Subjects of Past Work
Group health insurance; flat panel display systems; system design software;
medical devices; advanced statistical analysis; database applications;
telecommunications technology; network management systems;
router technologies; financial evaluations.
Works Produced
Online documentation for call center staff; user manuals; reports guide;
installation and configuration guides; service manuals; style guides;
internal procedures; online help systems
Work Experience
Tufts Health Plan
Senior Documentation Specialist
October, 2004 to June 2012
Document policy and procedures used for claims processing and call center
operations. Support installation of a customized document management system
used by call center staff.
Freelance Technical Writer
Sept 1993 to October, 2004
Complete over 30 documentation projects for a variety of companies from
start-ups to established firms such as Nortel Networks, Agfa PrePress, and
Philips Medical Systems. See the attached Project Summaries for examples.
Senior Home Care Svcs.
Computer Systems Mgr. (part time)
March, 1991 to August, 1994
Write, illustrate, and produce a user manual for a dBase IV system used
to maintain client records and print monthly reports. Maintain databases
containing client records and develop database applications and custom
reports using dBase III & IV systems. Provide technical support for users
of personal computers.
Northeastern University
Teaching Assistant
Sept 1991 to June 1993
Develop course content and instruct a number of undergraduate writing courses
including 5 sections of a technical writing course.
New England Telephone
Various positions from
Planning Supervisor to Director
prior to 1989
Direct the development and documentation of regulatory cost studies.
Supervise the development and installation of computer systems required to
access and summarize corporate accounting data. Supervise the development of
technical plans for plant expansion projects and prepare documentation.
Develop documentation standards. Develop and instruct technical courses
of 3 to 5 days duration as a member of the engineering training group.
Education
Master of Technical and Professional Writing degree from Northeastern University
September, 1993.
Bachelor of Science degree in Electrical Engineering from
Worcester Polytechnic Institute, 1964.
PROJECT SUMMARIES page 1 of 2
William S. Ingalls Jr.
Lebanon, CT 06249
Freelance Technical Writer
September, 1993 to October, 2004
Complete over 30 documentation projects for a variety of companies from start-ups
to established firms such as Nortel Networks, Agfa PrePress, and
Philips Medical Systems. The following are examples.
GlobalCerts, Charlottesville, VA – start March, 2005
GlobalCerts offers a SecureMail Gateway network appliance that encrypts and
decrypts email messages. The appliance operates with most email applications
with a minimum of user setup. Use Word to update the User Manual to improve the
content, structure, and illustrations. Minor changes required to describe
features of a new product version. Update the Administration Manual to reflect
major changes in the web pages used to set up and configure the SecureMail
Gateway appliance.
PfN Technologies, Charlestown, MA – start March, 2003
PfN Technologies develops systems that allow an organization to provide Virtual
Private Network (VPN) services between any number of locations. A Policy
Enforcement Point (PEP) device at each location provides a key routing point
for building IPSec tunnels between individual computers. The Policy Management
Console is a software application that allows a single administrator to add or
remove services and monitor the operation of VPN components.
Use Dreamweaver to update HTML documentation describing how to install and
configure PEP devices and the Policy Management Console application.
Philips Medical Systems, Andover, MA – start May 2002
Units of Philips Medical Systems located in Andover develop and manufacture
ultrasound diagnostic devices and associated computer systems. Use FrameMaker
to develop and revise documentation used to install, upgrade and configure
database systems used to store ultrasound and similar images. Some documents
are used by Philips field service engineers and others are used by customer
technical personnel. Update documentation used by field service engineers to
install and upgrade the PC subsystem on ultrasound imaging devices.
Gryphon Networks, Norwood, MA – start January, 2001
Gryphon Networks has developed a system that monitors calls made by
telemarketing agents and blocks calls to prospects who have asked not to be
contacted. The system consists of a Do Not Call (DNC) database and control
components that monitor calls originated by agents in an office and blocks
any call to a person in the DNC database. Administrators use a Web browser
to access system features that allow them to manage users, set system
parameters, extract data, and prepare reports. Use the RoboHELP HTML authoring
tool to develop a help system (WebHelp format) describing the administration
features. This system has been updated at regular intervals to reflect system
changes. Develop a small WinHelp system describing an application that
screens a list of telephone numbers to eliminate those on one or more
Do Not Call lists.
PROJECT SUMMARIES page 2 of 2
William S. Ingalls Jr.
Lebanon, CT 06249
InCert Software, Cambridge, MA – start February, 1999
InCert Software provides software tools used to administer the operation of
mainframe computers. The TraceBack application supports troubleshooting of
system abnormal terminations (abends) and the Examiner application summarizes
the effectiveness of test runs by showing the lines of source code executed.
Maintain a user manual for each product and the WinHelp system provided with
each application. Prepare PowerPoint slides for a 2 day training course for
users of one product.
Nortel Networks, Billerica, MA – start December 1998
Nortel Networks builds a variety of network devices including routers, bridges,
and hubs. The company needed a technical product description for a new
router-switch being developed for telcos and Internet Service Providers (ISPs).
The device has Quality of Service features that allow access providers to offer
multiple grades of service. Develop a specification describing proposed content
in each of six chapters. Prepare the product description on schedule using
FrameMaker with Nortel templates.
Agfa Electronic Prepress Systems, Wilmington, MA – start August 1997
Agfa Prepress Systems develops hardware and software systems for commercial
printers. An initial project developed print and online documentation for a
new software product running on a specially configured Windows NT server.
The server accepts print jobs from Raster Image Processors (RIPs) and allows
the user to manage how and when each job is submitted to an imagesetter or
platesetter. Developed service procedures for the server.
A second project developed a user document for software used to produce color
proofs. A third project developed a service manual for a color flatbed scanner.
BGS Systems, Waltham, MA – start July, 1996
BGS develops software systems to measure the load on enterprise data networks.
This project documented a product running on (UNIX) Solaris V2.5. The work
required extensive knowledge of data network operation, the Simple Network
Management Protocol (SNMP), and the operation of distributed systems.
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