Senior Technical Writer

Nicole Chace

**** ********* ******

Camp Hill, PA 17011

717-***-**** Cell

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

PROFESSIONAL SUMMARY

Decisive, action-oriented, detailed, and results-focused professional offering eleven years experience in the information technology (IT) industry functioning as a Lead / Senior Technical Writer, Product Development Specialist, Documentation Coordinator, and Documentation Analyst. Published writer with proficiency in Microsoft Office, RoboHelp, and the Adobe suite of products. I am recognized as a hard-working individual with strengths in technical knowledge and terminology. Effective communication skills, excellent ability working with clients and as an independent individual, a quick learner in new situations, and I assume responsibility readily. I am praised for rapidly resolving critical issues, and am known for being conscientious and trustworthy.

HARDWARE

PCs, Laptops

SOFTWARE AND METHODOLOGY

SQL, Java, Survey Monkey, HTML, RUP, SDLC, ISO, HIPAA, Dreamweaver / Captivate, RoboHelp X7, RoboHelp X4.1, Adobe FrameMaker 7.0, Microsoft Office in Windows XP, including Word 2002, Excel 2002, Power Point 2002, Microsoft Office in Windows 97, including Word 97, Excel 97, Power Point 97, Outlook 97, Microsoft Office in Windows 95, including Word 7.0, Excel 7.0, Power Point 7.0, Adobe Acrobat Distiller 5.0 with BCL Jade plug-in, Adobe Acrobat Distiller 7.0, Lotus Notes 4.5a; Lotus Notes 5.0, Lotus Notes 6.5, Internet Explorer 3.02, Netscape Navigator, Visio 2000, Visio 2002 Professional, Visual Source Safe, CorelDRAW (training only), WinZip 8.1, Click ‘N Design 3D, Sharpdesk, cstation, Reflections v11, TimeWizard v3.1, Bugzilla v2.20, SnagIt 5.0 including SnagIt Studio, HP QC, HP PPM

PROFESSIONAL EXPERIENCE

CELERITY / AHOLD JANUARY 2012 – PRESENT

Content Writer / Program Analyst

Plan and write content for executive level presentations, maintain and manage executive and project reporting, and write user guide for HP PPM implementation.

DST HEALTH SOLUTIONS, LLC AUGUST 2004 – NOVEMBER 2011

Lead Technical Writer / Instructional Designer

Wrote the online end-user documentation and release notes, and maintained the training, configuration, and installation manuals for two large claims processing systems. In addition, maintained the user guide for a customer service-interfacing application and performed quality assurance tasks for two proprietary applications. Primarily used RoboHelp to create documentation and instructional materials.

• Developed and edited system documentation and client-facing and internal design documents, ensuring compliance with International Organization of Standardization (ISO) standards.

• Stayed abreast of current releases, well over five at a time, and worked closely with Subject Matter Experts to ensure each client receives the correct and current information for the pertinent product release.

• Assisted in writing internal procedures and maintaining a procedure library.

• Assisted in maintaining an ISO repository.

• Assisted Business Analysts and Developers in writing Requirements Documents and Functional Design Documents, writing and executing test scripts, and preparing surveys for client satisfaction.

In past, tasks included:

• Managed a team of four offshore Technical Writers for an external (Web) proprietary consumer-directed processing system. Devised the “look and feel” of the online documentation, which was written in a very short timeframe. Developed and maintained a toolkit for the project team, which consisted of technical and general documentation for client and internal use. Developed the training manual and installation guide for the system. In addition, wrote Business Requirements for the system.

• Maintained the procedure manual for a large healthcare client.

• Wrote configuration, installation, and work session training for a data warehouse add-on product. Worked closely with on-and off-site Trainers to develop materials.

COMPUTER AID, INC. JANUARY 2001 – JULY 2004

Product Development Specialist

• Supported a proprietary process and event tracking system’s second release.

• Developed topics for the system’s online Help (OLH); review OLH for errors and additional material. Compared functionality of system to OLH. Logged defects found in system. Worked closely with Training Developers in preparing instructional material for internal and external clients. Reviewed Requirements Documents and External Design Documents and interviewed company Subject Matter Experts to ascertain scope / expansion of design elements and functionality. Reviewed and edited templates for the Transition Guide of the company’s proprietary application support methodology.

• Provided marketing and sales support. Worked directly with sales and technical staff to create and publish marketing material. Involved in organizing, writing, and publishing technical and business proposals ranging from 10 to 1,000 pages.

EDUCATION

Bachelor of Arts with a major in communications, The Pennsylvania State University

PUBLICATIONS

“Loss,” A Celebration of Poets Showcase Edition, 1998, The Poetry Guild, Bath, OH

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