Technical Writer / Web Content Manager / Content Producer

Raymond D. Miller

Mountain View, CA ***** 415-***-**** ********@*****.***

Senior Technical Writer / Content Producer

Goal oriented Technical Writer with ten years of experience documenting enterprise level software and hardware products and creating simple instructions from complex concepts and procedures.

Key Accomplishments

Developed and wrote the Online Help for Creative Management section of APT! (Yahoo’s digital advertising platform), one of the largest projects of its kind in company history. (Yahoo!)

Lowered support costs by identifying issues before they arose and prioritizing Customer and Technical Support feedback in Error Messaging, Online Help and Web site copy. (Yahoo!, Inc., SuperMicro, ServiceBuzz, Tumbleweed)

Experience creating documents that include automated form fields, conditional text, context sensitive Online Help, single sourcing, target audience content management, templates, and customized style content. (Yahoo!, SuperMicro, Tumbleweed)

Nearly doubled team document production by creating Adobe InDesign templates and training co-workers to use single sourcing techniques. (SuperMicro)

Writing and Graphics Applications: FrameMaker, RoboHelp, Dreamweaver, FrontPage, MS Word, WordPerfect, InDesign, and QuarkExpress, Fireworks, PhotoShop, Illustrator, ImageReady, Visio, and Hypersnap.

Other Tools: HTML, BB Code, Twiki, Adobe Acrobat, Captivate (Articulate), Quadralay WebWorks, Cascading Style Sheets (CSS), and LORAX (Yahoo’s Online Help authoring system).

Professional Experience

Yahoo! Inc.

Sunnyvale, CA Content Producer & Contract Technical Writer

Oct. 2007 - Feb. 2009 and Oct. 2009 - April 2010

Internet services provider best known for its web portal, search engine, Yahoo! Directory, Yahoo! Mail, and social connection Web sites. Fortune 500 company (2004 – 2006)

Created Twiki-based Help for Yahoo! Media’s Global Blueprint detailing Standard Operation Procedures for globalizing services including XML structure, URL standardization, and dynamic content handling.

Wrote Help files detailing concepts, necessary tasks, and best practices for Yahoo! APT Ad Platform. Provided instructions to ad agency creative staff on creating, editing, and running ads in standard graphical, video, and flash formats.

Conceptualized and produced Online Help and Web page content in HTML and BB Code for Web Hosting, Domains, and Business Email products.

Provided concise, detailed Error Messages for users with various levels of technical expertise.

Super Micro Corporation

San Jose, CA

Technical Writer

Aug. 2006 – Oct. 2007

Leading “First to Market” manufacturer of cost-effective servers, chassis, motherboards, and add-on cards.

Wrote chassis, backplane, add-on card, and battery backup User Manuals for a technical audience. Developed materials for Value Added Resellers to use as source material for their manuals.

Created InDesign templates and initiated standardized processes that decreased typos and allowed each writer to produce more comprehensive manuals in less time.

Proactively identified and documented technical support issues and decreased service calls by clearly addressing each issue.

Provided InDesign training to writing team including troubleshooting and best use practices.

ServiceBuzz Corporation

Mountain View, CA

Technical Writer and Trainer

April 2003 – Aug. 2006

Creator of an online scheduling and contact management solution that allows organizations to take appointments online and utilize staff/resources more efficiently.

Created an interactive HTML Help system that provided clear setup instructions and best use options for Administrators.

Developed print and Web-based training materials that decreased implementation time and shortened the sales cycle.

Provided quick response training and support to new users via phone conferences, Web meetings, and classes.

Tumbleweed Communications

Redwood City, CA

Technical Writer

Dec. 2000 - April 2003

Manufacturer of enterprise level firewall/security software including email filtering, secure message delivery, Web security, and message archiving.

Created Administrator’s Guides, Setup Guides, Installation Guides, and Release Notes that simplified complex concepts and procedures into step-by-step, easy to follow instructions.

Researched and developed templates, standards, and processes for Online Help.

Tracked and published new features and known issues for product releases and patches.

Education

University of San Francisco

San Francisco, CA

Master of Arts in Writing

University of Oklahoma

Norman, OK

Master of Arts in English Literature

Arkansas Tech University

Russellville, AR

Bachelor of Fine Arts

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