Technical Writer / Editor, IT Manager

PROFILE

Talented professional with over ** years of experience planning, documenting, implementing, and managing technology and operations across a broad range of industries and corporate environments. Very capable at fulfilling a variety of both internal and external client-facing roles using solid project management and communication skills. Excellent editor and writer for marketing, solution, and operations documentation.

* Quick, detail-oriented learner with excellent team building, problem solving, and management skills

* Able to work both independently and on teams, under strict deadline pressure, to complete tasks and meet requirements with minimal supervision

* Adept at understanding and communicating complex technical issues in an effective manner

* Experience writing proposals in response to federal government Requests for Proposal (RFPs) that require strict confidentiality

* Comfortable working in high-paced environments within small or large companies

* Familiar with standard document production tools such as MS Office, FrameMaker, and RoboHelp

EXPERIENCE

Waypoint, LLC 06/2010 – 07/2012

Technical Editor / Writer

Proposal editor providing client-facing project management, content development, and editorial review.

* Developed and maintained solution support tools such as content outlines, storyboards, mock ups, graphics, “Wall-of-Truth” author guides, style guides, templates, and customer-specific editing guidelines

* Liaised among executive, technical, and business client representatives – including key stakeholders and Subject Matter Experts (SMEs) – helping organize/translate complex technical information into readable material that reflects functional and business requirements

* Authored and edited complex technical solution content for accuracy, relevancy, compliance, readability, clarity, consistency, continuity, applicability, appropriate tone, and adherence to defined standards including content of graphics, sectional headings, and table and figure captions

* Eliminated jargon and superfluous content, including assistance with translations and identification/clarification of incomprehensible statements

* Checked and corrected grammar, punctuation, sentence structure, spelling, and formatting

* Analyzed Requests for Proposal (RFPs) to check matrices, build outlines, verify schedules, and identify questions for the customer

* Testing, deployment, and administration of customized content management software across client base as part of general project management methodology

* Leveraged broader experience/knowledge beyond proposal writing to foster good collaboration and coordination with other teams in a variety of corporate environments

* Examples of technical proposal content edited/authored:

** Enterprise Management System description and Performance Work Statements compliance plans for operation and maintenance of a manufacturing plant

** Design Approach description, Product Support narrative, and System Requirements matrix for production of the next-generation aerial refueling tanker aircraft

Mercedes-Benz Research & Development North America, Inc. 03/2007 – 12/2009

Manager of IT Operations

Hands-on manager overseeing and directing all aspects of IT operations and support services across five US offices.

* Managed day-to-day IT operations such as: budget and asset management; maintaining standards for hardware, software, network, and security; supervision of staff; and managing vendor relationships.

* Performed hands-on system administration of Windows and Linux servers (Debian running standard services: e.g., Apache, Bind DNS, DHCP, FTP, Postfix)

* Provided Project Management and technical leadership for IT-related engineering projects and acted as technical liaison for IT services within research groups

* Examples of projects managed:

** VOIP phone system implementation across 3 sites nationwide for 150 users

** Corporate LAN infrastructure upgrade, replacing over 30 switches and routers across 4 corporate offices to comply with Daimler Global LAN Standards

** Home Office relocation including installation of data, burglar alarm, access control system, surveillance, and audio and video systems; assisted other corporate offices undergoing a remodel and a site expansion

Verizon Business Systems 09/2006 – 03/2007

Client Engineer

On-site technical contact liaising between the client and a centralized Site Operations Center.

* Directly interacted with customers, assisting in planning and integrating new application versions/releases, executing network and system changes, improving site-monitoring systems, and diagnosing problems

* Facilitated site monitoring, change management, and problem resolution

* Managed various eCommerce sites running on UNIX-based (Linux, Solaris, and AIX) platforms with IBM front-end (IHS and Websphere) and Oracle DB back-end

Prosodie Interactive 05/2000 – 09/2006

Production Services Manager / IT Operations Manager

Hands-on manager of a Production Services group in support of external, customer-facing eCommerce websites and an IT infrastructure group supporting internal, corporate technologies.

* Led a Production Services group responsible for ensuring application and website uptime and availability, reporting, support of UNIX-based applications and web services, job scheduling, troubleshooting problems, service monitoring, managing builds and code releases, and systems integration

* Managed an IT infrastructure group overseeing a Windows 2000 based LAN with 70 servers, phone systems for multiple call centers, desktop support, UNIX administration (Solaris and Linux), and budget and asset management

* Defined and executed key technology projects including a corporate-wide desktop and server platform upgrade; a 40-person Customer Service call-center roll out; and the transition of all voice and data circuits to new carriers

Consultant 11/1998 – 05/2000

Project Manager / Sr. Systems Engineer

Contractor providing support and services to various companies for projects and short-term assignments.

* Developed and authored customer-specific documentation including statements of work, solution descriptions, proposal responses, and custom storage requirements assessments

* Deployed a global storage and backup solution to 20+ sites, including project management, installation and configuration of software and hardware, site preparation, testing, user acceptance, and training

* Demonstrated product functionality; conducted informal training; provided support for installing, configuring, and troubleshooting backup software; and authored a sales engineering guide used by VAR engineers to better understand, implement, and demonstrate products

IBM Corporation 03/1997 – 10/1998

Technical Project Manager

Project Manager for the technical aspects of an infrastructure conversion associated with the acquisition and merger of major financial institutions.

* Deployed 3000 desktops, 60 servers, and associated network architecture

* Collaborated with client IT and business units to formalize requirements, conduct technology migration assessments, develop standards, communicate status, and manage change; resulting in very high customer satisfaction and adherence to government requirements for merger related conversion activity

EDUCATION

MS, Artificial Intelligence, University of Georgia, Athens, GA, 1993

BS, Computer Science, Alderson-Broaddus College, Philippi, WV, 1991

Coursework in Project Management, UC Berkeley Extension, San Francisco, CA, 2000

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