Denise Fisher

Technical Communications Writer

Technical writing professional with 10+ years of experience leading technical and internal communications for companies across diverse industries.

Respected researcher, writer, and editor of all types of technical communications including processes, procedures, proposals, audit reports, RFP responses, SOWs, system administration, training, end user, information mapping, web content, white papers, and knowledge base articles using language and voice to effectively reinforce and build brand images.

Professional contracted to troubleshoot and complete urgent deadline documentation. Proven ability to drive and meet deadlines with diverse stakeholders in busy environments. Expert in the technical, conceptual, and content development of team-supporting documentation including design and layout.

Skills

 Processes and Procedures, SOPs

 Proposals and Audit Reports

 Information Mapping and Web Content

 White Papers

 Knowledge Base Articles

 Collaboration with diverse stakeholders

 Presentations

 Training

 Writing at all levels from executive to end user

 Printer-ready deliverables within deadline

Software: PageMaker, InDesign, PhotoShop, Adobe Acrobat, Visio, Lotus Notes, Outlook, MS Project, MS Office (Word, Access, Excel, PowerPoint), Framemaker

Professional Experience - 12 years

Northern Arizona University, Flagstaff, AZ

Graduate Assistant - Sustainable Communities, January 2009 - May 2009

Wrote and designed the Sustainable Communities academic handbook. Wrote and designed the graduation program, planned graduation event, wrote correspondence and processed prospective students.

Northern Arizona Building Association, Flagstaff, AZ

Membership and Marketing Director, October 2007 - June 2008

Marketing for 435-member business trade association: database creation, writing all marketing materials; community relations; member prospecting; special events; monthly newsletter; website content; advertising.

Northern Arizona University, MA Sustainable Communities, Flagstaff, AZ

Graduate Student, August 2007 - May 2009 -- Completed 2.5 year MA program with thesis in 2 yrs.

Honeywell Aerospace Documentation & Data Mgmt, Phoenix, AZ

Technical Editor, February - April 2007

Contracted to complete FAA-required documentation of aircraft included presentations, proposals, test procedures/reports, and other data to support enterprise and customer requirements. Organized layout, coordinated with enterprise/engineering personnel in determining document content and format for multiple priority documents.

American Express Operations Training, Phoenix, AZ

Methods Analyst (Technical Writer), October 2005 - May 2006

Contracted to author and edit revised and new web content for operations training including information mapping of all documents for large-scale update and conversion to new knowledge base. Created and edited new content for internal processes and procedures.

Unisys Corporation Global Outsourcing - Operations, Salt Lake City, UT

Technical Writer, January 2005 - August 2005

Project management of documentation program for large data center included template creation for procedures, audits, proposals and client reports for enterprise clients. Creation of style guides, development and update of content library, instituting document controls, writing original documents and updates including processes and procedures, (SOPs), RFP responses, audits, client SOWs.

American Express - Gift Card Operations, Salt Lake City, UT

Technical Writer, November 2003 - January 2005

Contracted to create documentation set for Stored Value (Prepaid) Operations Products including research and document development; authored and edited all documentation on AS400 platform including Application Security, IO Management, compliance procedures and 16 administration and user manuals. Defined and validated more than 1000 subcomponents; analyzed and created an implementation management tool.

McKinnon-Mulheron, Inc. - documentation outsourcing company, Salt Lake City

Technical Writer, April 2003

Contracted to edit documentation to meet deadline for a Honeywell Aircraft Maintenance Manual.

Information Technology International - Software Development Company, Murray, UT

Proposal Writer, September 2002

Contracted to write and edit a proposal to the State of Utah for adoption of the company’s software for biological incidence tracking using Homeland Security, HIPAA, and CDC guidelines.

The Jungle Group - Software Development Company, Bountiful, UT

Technical Writer, March 2002

Contracted to write original KomBia software call center training manuals directly from the software.

LDS Church - International IT, Salt Lake City, UT

Technical Writer, August 2000 - January 2001

Recruited to document the Quality of Service Project for international IT network operations. Project management, author of original Enterprise Architecture documentation including QoS networking hardware (servers, routers, etc.), policies and procedures.

Xircom, Inc - computer hardware manufacturer, Thousand Oaks, CA

Technical Writer, April 2000 - July 2000

Produced web content for the Xircom Customer Services Knowledge Base. Created Visio flowcharts, PowerPoint presentations, and Microsoft Excel Document Tracking spreadsheets. I worked to develop Support site pages for technical support. Wrote RFPs, researched vendors and wrote standards and documentation for e-Support.

Environmental Industries - environmental construction (landscaping), Calabasas, CA

Technical Writer, November 1999 - February 2000

Produced documentation for the Information Systems Department, Users and Administrators. Produced templates and wrote original Users Guides, Service Guides, systems and software documentation, a department newsletter and forms using MS Word.

American Express - national FDIC compliance project, Phoenix, AZ

Technical Writer, October 1997 - August 1998

Project Management and production for service technical support hardware and software system administration documents and policies and procedures documents for AMEX Business Operations FDIC compliance. Research techniques included research of FDIC standards, interviews with multiple technical sources.

Data Dimensions, Inc. - documentation outsourcing, Phoenix, AZ

Technical Writer, June 1996 - September 1997

Designed templates and wrote System Maintenance Manuals (SMMs), Components Maintenance Manuals (CMMs) and Pilots Guides for components including receivers, transceivers, radar communication systems, GPS, and weather systems. Used PageMaker 6.5, MS Word advanced features: indexing, TOC, in ATA 100 style.

Education

ARIZONA STATE UNIVERSITY, Tempe, AZ

Bachelor of Arts, Journalism 8/1989

NORTHERN ARIZONA UNIVERSITY, Flagstaff, AZ

MA, Sustainable Communities 5/2009

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