Technical Writer

Eugene L. Petersen

**** ******** ******, ** ****, CA 91941 . 619-***-**** . **********@*****.***

Professional Summary

• 10 years of experience as a technical writer

• 8 years of experience writing Web content in HTML

• 20 years of experience in managerial or supervisory roles

• Focused on providing a positive user experience while improving efficiencies and controlling costs

• Excel at researching technical subject matter and writing content that is understood by the non-technical reader.

Professional Experience

Verizon.com – Carlsbad, CA 2003 – 2011

Project Manager, Content Developer, Designer

• Researched, designed, wrote, and maintained all home networking eSupport content for Verizon.com in a content management system.

• Created and maintained all eSupport content for the Verizon What’s Next site.

• Initiated new projects to increase call deflection based on discussions with call centers.

• Initiated discussions with project managers to plan future projects.

• Re-designed top-level pages to improve customer satisfaction, call deflection, and corporate savings.

• Created content used by Virtual Agent to answer customer questions and increase call deflection.

• Researched all new hardware devices and operating systems before writing eSupport home networking content and integrating it into the eSupport site and Virtual Agent.

• Supported multiple learning styles by providing eSupport content online, in printed PDFs, using Virtual Agent, and through Camtasia Flash movies.

• Continually reviewed and updated content to reflect call deflection priorities, increased concerns about network security, and new technologies.

• Edited graphics in Photoshop.

• Created and maintained Intranet site for writing team.

Achievements

• Contributor to Verizon eSupport site that was named one of the Ten Best Web Support Sites by the Association of Support Professionals and a “Best in Class” site two years

in-a-row by the Customer Respect Group.

• Wrote task-based and subject-based eSupport content that saved over 1.5 million dollars annually in call deflections.

GERS Retail Systems – San Diego, CA 1994 - 2003

Technical Writer 1994 – 1997

Documentation Department Manager 1997 – 2003

• Responsible for all customer documentation and the training materials used by our training staff.

• Scheduled documentation resources in cooperation with product managers’ priorities and timelines.

• Created style guide and documentation templates.

• Created, analyzed, and updated procedures for documenting enhancements and programming changes.

• Interviewed, hired, trained, and evaluated writing staff.

• Changed customer documentation from hard copies to online-accessible, searchable, and editable manuals. Moving to Microsoft Word also improved efficiency and productivity.

• Created an atmosphere conducive to team members experimenting with new methods and tools, resulting in new documentation deliverables and methods.

Achievements

• Improved writing efficiencies to increase productivity over 600%.

• Improved department salary structure to reduce turnover rate from 100% per year when I became manager to 10% over the final 4 years I was at GERS.

• Saved GERS over $100,000 a year by providing customer documentation in electronic format

Awards

• Contributor to Verizon eSupport site that was named one of the Ten Best Web Support Sites by the Association of Support Professionals

• Contributor to Verizon eSupport site that was named “Best in Class” for the telco industry two years in-a-row by the Customer Respect Group.

Software Skills

Very Experienced

• Microsoft Word

• Microsoft Access

• Microsoft Outlook

• Microsoft PowerPoint

• Content management software

• SnagIt

Experienced

• Microsoft Excel

• Microsoft Project

• Microsoft Visio

• Adobe Photoshop

• Adobe Lightroom

• Adobe Fireworks

• Adobe Dreamweaver

• Adobe Acrobat

• Camtasia

• Operating Systems: Windows XP, Windows Vista, and Windows 7

Used extensively but not the latest versions

• Adobe FrameMaker

• RoboHelp

Education

Bachelor of Science Degree in Secondary Education – Concordia University, Seward, Nebraska.

• Graduated with Honors

• Dean’s List

Professional Membership

• National Association of Photoshop Professionals (NAPP)

Continuing Education

• Classes to update skills as new software is released for Photoshop, Microsoft Access, Microsoft Word, Microsoft Excel, Captivate and Dreamweaver.

• HTML 5 and CSS 3

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