Engineer Technical Support

Amy Wright

**** ******** ****, *** *****, CA ****0

Cell: 858-***-****, **********@*******.***

SUMMARY Technical writer with a flair for working with technology and people. Experience includes development of written technical documents, reference guides, installation guides, configuration guides, online help, and project management. Work well in a solo or collaborative environment. Proficient with Microsoft Office suite, SharePoint, Photoshop, FrameMaker, Dreamweaver, Flare, RoboHelp, and HTML.

EXPERIENCE

Mellmo, Solana Beach, CA

Technical Writer 2011 – Present

Responsible for developing, editing, and publishing documentation for the iPhone and iPad Roambi Business Intelligence products. Roambi is a mobile business intelligence solution that transforms data into dashboard-style mobile analytics for iPhone or iPad. The documentation examples include installation, support guides, release notes, training guides, and online help for software products. Product knowledge is learned by working with SME subject matter expert engineers and QA team members.

Sony Network Entertainment, San Diego, CA

Senior Technical Writer 2009 – 2011

Responsible for developing, editing, and publishing documentation for the Sony PlayStation Network Development Group. The Network Program Management Tool (NPMT) is a tool used by Sony and other third party video game developers to add their products to the Sony PlayStation Network. Once a product is added to the PlayStation Network, users can buy or demo the products available. Product knowledge is learned by working with web developers, subject matter expert engineers, and quality assurance staff. Document the API or Application Programming Interface Guide using HTML examples. Worked in SharePoint to update policies and procedures. Sony is a very fast paced and technically advanced environment.

QA Experience: In 2010, while the engineers were re-writing the entire interface of the Network Platform Management Tool, I worked in the QA Department for 4 months. QA is quite interesting; it is problem finding and reporting the problems so the engineers understand the scope of the problem. Sony Network Entertainment is an Agile run engineering group. Engineering, QA, and Tech Writers used the Rally software to report status of issues and to report bugs found.

Cardinal Health, San Diego, CA

Senior Technical Writer 2008 – 2009

Responsible for developing, editing, and publishing documentation such as install and support guides, release notes, upgrade guides, training guides, and online help for software and hardware products. Product knowledge is learned by working with subject matter expert engineers and technical support personnel. Develop, edit, and publish technical publications policies and procedures. Design hardware and software guides from the ground up in FrameMaker. Assist other technical writers with FrameMaker formatting and publishing issues.

Anacomp, Inc., San Diego, CA

Technical Writer 2005 – 2008

While working as a contractor for Anacomp, I worked directly with Hitachi Data Systems and Network Applications subject matter experts and marketing team members in developing, editing, and publishing documentation, training guides, and online help for third party software and hardware products. Assist in user interface, marketing, and engineering design meetings. Design third party style guides for hardware and software publications in FrameMaker and InDesign.

ConfirmNet Corporation, San Diego, CA

Technical Publisher 2000 – 2004

Responsible for writing, editing, and publishing product documentation, training guides, and online help for the following internet based products: CertificatesNow.com and TrackCertsNow.com. Worked with marketing team to develop and manage content for the corporate website. Designed, developed, and published product reference guides, training guides, online help, and the Tips and Tricks for ConfirmNet products using FrameMaker, Word, and RoboHelp.

Motiva Software Corporation, San Diego, CA

Technical Support Engineer / Technical Writer 1998 2000

Responsible for resolving technical support calls with gained in-depth technical knowledge of the Motiva software and the required infrastructure products; Windows NT, MS SQL, MS Exchange Server, and FileNet. Designed, and developed training materials for the 4-day Installation class.

QA Experience: In 1999, Motiva software went through a major upgrade including the user interface section of the Motiva tool. I worked in the QA Department for 6 months during this major upgrade. Motiva had a home grown system to report bugs.

Proxima / InFocus Corporation, San Diego, CA

Technical Support Engineer 1994 1998

Responsible for technical knowledge to resolve technical support calls for Proxima display technologies, projection equipment, and integration with DOS, OS/2, Windows, Macintosh, and UNIX systems. Products include LCD panels, projectors, and device drivers.

QA Experience: Proxima Corporation develops, sells, and repairs projectors. As the lead Technical Support Engineer, I was brought into the QA Department when the QA Team was having trouble or when the repair team was having trouble. The solution to doing QA in a hardware/software company is different as there are both sides to cover. Within Proxima, it was important to note down the serial numbers of the units I tested. The projectors had secret menus for checking projector settings.

EDUCATION B.A., Business, emphasis in Computer Information Systems

California State University, Fullerton, College of Business 1984

Proficient in the following software products:

• FrameMaker 7.2 and 8.0

• RoboHelp, Flare, Dreamweaver, HTML

• Microsoft Suite of Products: Word, Excel, PowerPoint, Access, Project, Outlook

• Adobe InDesign, Acrobat (full version), and Photoshop

• SnagIt Graphical Editor and Capture Tool

• Document Versioning Systems

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