Senior Technical (Procedure) Writer / Editor

DIANA WAGGONER

VOICE & MESSAGE: ***/***-**** E-MAIL: ********@********.***

SUMMARY

Exceptionally talented, bright, and versatile technical writer, editor, and project manager with extensive understanding of principles, theories, concepts, and techniques in technical communication. I am results focused, have excellent organizational, managerial, and supervisory skills, and work productively either solo, in collaboration with teams, or as a team leader.

EXPERIENCE, CAPABILITIES AND ACCOMPLISHMENTS

1999 – present: Southern California Edison Energy Efficiency & Demand Response Programs

Consulting Documentation Specialist (Compuware/DPRC, Woodland Hills, CA, 2/99-2/01; Energy Solutions, Oakland, CA, 3/01-4/10, Volt Technical Solutions 5/10 - present, as Principal)

Worked on Low-Income, Residential, Non-Residential, and Government & Institutional Partnership Energy Efficiency Programs and Interruptible Service Programs, which had no pre-existing procedural documentation. Designed templates, performed needs assessments, researched, interviewed subject matter experts, outlined, wrote, and published:

Policies and procedures manuals On-line help documents

Presentations Flowcharts

Database (software) GUI procedures Proposals (RFP response)

Quick Reference cards and FAQs Scope of Work documents, and

Training and instructional scripts Customer forms and letters.

Produced approximately 3,700 original pages; subsequently updated documents each year.

Oversaw publication of Statewide Program-written manuals for Low-Income contractors.

Beginning in 2004, hired, supervised, edited and acted as team leader for four other writers working on multiple projects. Established "house style" and created Style Guide.

1997–1998: Southern California Edison Utility Deregulation ("Direct Access") Implementation

Consulting Documentation Specialist (Pragmatix Practical Learning Solutions, Pasadena, CA)

Wrote and edited 425 pages of procedures for Finance & Accounting, Credit & Payment Services (Risk Assessment, Collections, Security Deposit Management) and Customer Service System interface procedures. Worked with instructional designers to design manuals and training materials.

1987-1998: Self-employed, Los Angeles, California

Freelance writing, including manuals, novels, bylined encyclopedia articles, book reviews.

Legal secretary, paralegal, law office manager (personal injury practice).

1976–1987: California Federal Savings, Los Angeles, California

Procedure Writing Department Manager / Assistant Vice President

Designed format of manuals for large bank. Created style guide and standards manual.

Led design & implementation team for, and edited, 6-volume "Branch Procedures Encyclopedia" and 5 volume "Mortgage Loan Service Manual."

Wrote various policy, procedure, and system interface manuals.

Managed Procedure Writing Department for 8 years. Doubled writer productivity rate and tripled printed-page output over a 5-year period with no budget increases. Set up and oversaw schedules and budgets.

Published new manuals totaling 17,000 pages for all operational areas, including:

Savings branch operations and ATMs

Credit card services

Lending residential, commercial, mortgage banking, and loan service, and

Contingency planning.

Designed and managed an update system with an average page-replacement rate of 112% per year.

Hired, trained, and supervised a staff of 23 (technical editors, writers, and production assistants).

EDUCATION

M.L.S., UCLA Graduate School of Library and Information Science, magna cum laude.

B.A., UCLA (history), magna cum laude; Phi Beta Kappa.

Information on continued education in writing and project management will be provided upon request.

SOFTWARE SKILLS

Microsoft Word 2010, Access, PowerPoint, Excel, MS Project, Adobe Acrobat 9.0, SnagIt 7.0, Lotus Notes, Visio Technical 2003, Pagemaker 6.5, Framemaker 5.5, RoboHELP 9.0, ProForma, WordPerfect 5.1 & For Windows.

REFERENCES WILL BE PROVIDED UPON REQUEST

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