Customer Service Quality Assurance

Patty Porter, Sr. Technical Writer

********@***.***

Professional Experience

Aspect Software – Sr. Technical Writer 01/02 – 01/11

Aspect is a leading provider of customer contact and Microsoft platform solutions. Aspect software leverages enterprise technologies to enhance customer contact capabilities across the enterprise. Aspect is a leader in the telecommunications industry.

As a remote employee, received documentation awards, and was recognized as an exemplary employee in a manner that increased assigned responsibilities from those of a team writer of sustaining documentation to a solo and lead writer of new product documentation.

• Recognized by the Boston chapter of the Society for Technical Communications with an Excellence Award for a Developer Guide and Merit Award for a User Guide.

• Served as lead writer for projects including the development of complete document sets for two new performance management products, the creation of new product platform documentation, and the creation of new remote support software documentation.

• Learned and documented state-of-the-art customer contact center solutions that included capabilities such as inbound and outbound routing, IVR, voice self-service, speech recognition, agent desktop, remote desktop, Lync, instant messaging, chat, e-mail, thick- and thin-client software, real-time and historical reporting, workforce management, and performance management.

• Worked with complex technologies including unified communications, multi-channel platforms, virtual technologies, and enterprise-wide administration across multiple products, platforms, and locations.

• Worked with geographically-dispersed cross-functional teams to review product specifications and to develop accurate documentation requirements, staff estimates, plans, and schedules.

• Created documentation including Planning, Installation, Configuration, Upgrade, System Administration, Developer, Analyst, User, Reports, Database Access, Release Notes, and API guides for small - large software products and systems.

• Created complete documentation sets for Aspect’s performance management products.

• Created Online Help systems.

• Created the style guide and document outlines used by the department.

• Wrote in strict compliance to the style guide, for localization, and to the level of the intended audience.

• Provided peer review and editing services.

• Worked closely with the Training group to assist with course content accuracy.

Porter Information Systems – Owner and Information Developer 09/96 – 12/01

Started up and ran a successful documentation company that provided service to a wide range of customers including the following:

• Aspect Software – Developed a Database Access Guide, ODBC Option Installation and Configuration Guides (for UNIX and for MS SQL Server), and an Application Development Guide, System Administration Guide, and Web Integration Guide for the client’s UNIX-based telephony software. Created guides for the integration of the client’s

NT-based portal software with third-party front office software using several switch combinations. Created a complete documentation set for voice response and voice messaging software.

• CDT Micrographics – Developed courseware material.

• MediaOne – Developed a general purpose API table for a customer service system.

• Utilities, Inc. – Developed a new Help system for their core software product.

• Liberty Mutual Insurance Company – Developed three corporate intranet sites. Created their human interface standards guide, a marketing plan for a new PC Help Desk, a course guide for laptop computers, a quick reference card, reference guides for internal business systems, and several corporate newsletter articles.

• Ogunquit Chamber of Commerce – Created websites for the chamber and several of its members.

• Various Organizations and Individuals – Provided classroom and one-on-one computer and internet training, course development, and website development services.

First Data Corporation / Shell Oil Company – Prior to 1996

Information Resources Developer and Programmer/Analyst

Following recognition as the highest performing non-exempt employee in the company, was promoted to a programmer analyst, then an information resources developer.

• Project lead for several engineering development projects.

• Provided database analysis, consultation, and documentation.

• Ran SQL database retrievals and generated custom reports.

• Created database retrieval guides for internal and external users.

• Provided business analysis for conversion of data elements from a bank card to an oil card environment.

• Provided training for database retrievals.

• Provided program engineering support for various production systems.

Skills

Adobe FrameMaker 9 • Microsoft Word 2010 • Microsoft Windows 7 • Microsoft Excel • Microsoft Powerpoint • SDL Author Assistant • WebWorks • RoboHelp • Paint Shop Pro • Adobe Acrobat • Visio • Homesite (HTML editor) • SharePoint • ClearQuest • SQL • HTML • XML • CSS

Communicate effectively and easily with all user types, including developers, quality assurance engineers, directors, product managers, customer support, end users, and co-workers • Exceptional organization, analysis, and planning skills • Excellent oral, written, and interpersonal communication skills • Attention to detail • Commitment to quality • Self-starter • Creative • Work well independently and with teams • Self-disciplined • Excellent time-management skills

References

References and writing samples are available on request. See the endorsements on my LinkedIn profile.

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