SUMMARY:

• Renowned problem solver. Impressive history of investigating systemic problems and producing positive solutions through creative new initiatives and change management programs.
• 15+ years of experience in managing change management, project “as is” and “will be” change management and communications plans, and technical information development. Experienced at both startup organizations and multi - national corporations as Director, department Manager, Technical Writer, content and UI developer and Project Manager (Waterfall, SDLC, and Agile). Strong technology base with business acumen, providing on-time, on-budget, high quality deliverables.
• Superior written and verbal communications skills used to develop strategic change management, communications, and risk assessment plans and roadmaps, materials and delivery, stakeholder engagement and impact plans, success factor roadmap with metrics and ongoing improvement plans, project presentations, and marketing collateral.
• As a former programmer, I excel at understanding new technologies, often evolving as a technical and product expert providing enhanced data for developers and operations, also trade show and sales support for many highly technical innovations, providing a translation bridge between technologists and management, end users, and stakeholders.
• Enthusiastic, collaborative team player; flexible, responsible, with a good sense of humor.
• Creative problem solving skills, detail oriented planning and implementation, and the ability to influence decisions across corporate boundaries. I maintain harmonious, collaborative environment through solid research, clear communication, and a positive attitude.
• Writing efforts include industry and business related content, corporate, technical, product, internal policies and procedures, change management and communications plans, software and hardware development and finished product information (e.g., specifications, innovative technology and white papers, and project development documents), end user, developer, and operations/maintenance instructions, help content, and course development, marketing collateral, and project management (needs assessment, conceptual product documents, funding requests and full SDLC project documentation with change management, reporting, resource allocation, and budgeting).

TECHNICAL SKILLS:

Technology and Tools: Expert: most widely used office tools including Adobe products (Framemaker), MS Office suite, PowerPoint, Visio, FrontPage, XML, PDF, web authoring tools, HTML, Lotus Notes, online help tools, demo video and scripts, screen capture and voice over (DemoMate, Captivate, Snap, etc.), MS Project, Excel, PowerPoint, FrontPage, Webworks, HTML, Help systems (content, use and function design: RoboHelp, PeopleSoft, Remedy), Salesforce and Google metrics, various drawing and graphic management packages (SnagIt, Visio, Word Draw), document control methods (ClearCase, Source Safe, BOX, and custom), and writing disciplines including Information Mapping, DITA style, journalistic, web based style, CRM, data mining and reporting, web metrics, Presentations: PowerPoint, DemoMate, Captivate; Project Management (Xerox, SUN, IBM, Waterfall, Agile, scrum, and SDLC).

Hardware: routing, and Internet protocols, SDN, multipath routers, servers, switches, automated workflow, dynamic load balancing, subnets network devices & appliances, wireless and remote connections, server-client-virtual machine networks.

PROFESSIONAL EXPERIENCE:

Confidential

Governance, Reporting and Communications Consultant

Responsibilities:

• Hired to provide managerial expertise to upgrade the effectiveness of the department and to introduce best in practice methodologies for achieving positive change management, results oriented meetings, accurate and meaningful metrics reporting, and to lift the level of departmental communications to meet the new quality standards introduced by the
• Solutions and recommendations include: new functional design and procedures for SharePoint sites with a wiki interface, administrative procedures and new content controls; developed and managed new process implementation for tracking/closing action items with excellent results; new reporting and communication documents and templates with clear formats for consistency in presentation, reporting and communications; wrote all communications (web based content, surveys, articles, change management notifications, marketing and instructions, cross department, vendor, and internal stakeholders from individual contributor to C level leadership)

Confidential

Change Management Communications Consultant

Responsibilities:

• Managed Change Management Communications for a campus wide initiative, created the detailed configuration development project documentation, marketing and communications plans, implemented strategic plans in communications, change management, and . Developed the voice of the project, wrote campus wide articles for various publications
• PR and informative messaging, developed new functionality and content for numerous web sites, developed web hyperlink matrix management, wrote content updates to existing web sites, develop and manage Agile sub-project plans, worked with senior staff to enhance campus wide acceptance, developed materials and trained staff with diverse backgrounds in language and technical abilities. Developed and authored Dita style Job Aids, wrote and ran surveys, presentations, web content pieces, and FAQs. Created alpha tests, and beta test suites, ran UAT testing after writing plans and scripts and produced metric reports on results.

Confidential

Communications Director/Sr. Writer (Consultant)

Responsibilities:

• Managed updating of documentation and marketing departments in tools, templates, production methodologies, emphasizing DITA style writing and re-organization of major manuals to accommodate a web based and tablet user. Duties include planning and developing all end user documentation for this innovative SDN and virtual network software, including marketing and business related collateral.
• Strong interaction with developers and C level management to produce web based and print marcom materials, white papers, PR related content, graphics, technical requirements research, global stakeholder engagement communications, staff communications, change management (policies and procedures development, implementation and documentation). Planned and developed new standards, policies and procedures with documentation, and single source information libraries for all outward facing communications. Other tasks as warranted. SDN, virtual machine management, control plane networks, workflow management, virtual overlay network, and multipath routing.

Confidential

Managerial Specialist - Technical Publications and Marketing (Consultant)

Responsibilities:

• Return engagement as a consultant. Responsible for roving managerial consultant cross project and department as needed for improved results, project management over all communications, (technical writing, research of technical requirements, developing RFIs, RFQ, surveys, marcom request tracking), solutions management as needed, create demo scripts w/voiceover for sales, PowerPoint presentations for company and industry meetings, sales and marketing related collateral, create and manage web content, and manage social networks.

Confidential

Project / Change Management Communications (Contract)

Responsibilities:

• The scope of the project includes 12 separate corporate entities including Confidential Inc., the various stores and their HQs, EMEA and Asia IT and store operations, and the various product sourcing and financial center locations in Asia.
• Duties include written communications delivery and strategies to an international community, crafting project related documents, messaging and executive briefs for VP up to C level executives; strategizing international messaging, distribution paths and media, and a communication plan for a global audience with diverse cultural perspectives and varying business impacts.
• My skills as an information translator and technical distiller were heavily utilized to ensure a common vocabulary between the various project audiences diverse in cultural, al, and financial specialization. My experience in diverse cultures is especially helpful with global audiences.
• Negotiation and mediation skills were utilized to bring various project collaborators into alignment on key decisions and strategies. This project involved requirements gathering and involvement from both business partners and IT; often with diverging interests and priorities.

Confidential

Technical Writer / Business Analyst

Responsibilities:

• Designed streamlined data entry methodology and User Interface which reduced data entry time from 6-7 minutes to 1.5 minutes for 80% of tickets entered. In addition, this method introduced template based data which ensured consistent data quality and proper incident data classification for future analysis.
• Wrote all online content, online help materials, and guides for EMEA web based Remedy Help Desk systems and associated self help intranet sites; EMEA content deliverables and methods also adopted by North American development sector for test and rollout.
• Developed effective new procedures for help desk personnel and international IT engineering staff. Worked with international parties to scope EMEA requirements and define project plans for new global Remedy Help Desk system installation.
• Created project management documents, collaborating with EMEA project managers towards unified development, content, test, and delivery project goals and schedules.

Confidential

Communications Director, (Senior Writer, Business Analyst, Marketing Writer)

Responsibilities:

• Established Communications Department for start-up; developed presentation formats, content, and graphics, managed company and product collateral, wrote CEO speeches, developed communications and trade show plans, managed conference presentations, speaking engagements, wrote case studies and business related documents,
• Supported resellers and sales staff with Salesforce data mining and reporting, coordinated technical information, tradeshow plans, web content, conference presentations and CEO speeches for cohesive messaging for this international, mid-market, data warehouse product.
• Wrote product, installation, and end-user, deliverables including: IT / engineering specifications, integration instructions, data sheets, ongoing web content material, e-shots and webinars, company business plans, ITT investment documents, and marketing plans.
• Authored multiple, concurrent technical and marketing collateral and researched strategic competitive briefs. Streamlined procedures for entire company work flow.

Confidential

Manager Technical Publications, Manager Contract Services, Project Manager

Responsibilities:

• As number two in this startup, created all technical related materials, user interfaces, help system and web content for this innovative, web-based medical monitoring company. (I worked other contracts during the early period; see Confidential .)
• Technical materials include translating innovative technical ideas, sketches, and round table discussions into understandable text, data and process flows, and graphic designs for the product; often developed into functional specifications/deliverables.
• Quickly understanding new technologies and an ability to effectively communicate with high tech specifics was required to produce evolving project plans and instructional documents for dispersed development teams.
• Liaison with medical and insurance subject matter experts, and investor relations.
• Developed strategic communications and marketing plans and associated technical material for targeted industry sectors, including all web content, strategic product advantage briefs, strategic plans for investment and business growth, participation of key contributors, and persuasive collateral for acceptance in medical community.

Confidential

Sr. Manager Technical Publications

Responsibilities:

• Created the first Documentation Test Lab at Confidential, assuring accuracy to functional specifications and adherence to documentation standards and the laws surrounding the protection of intellectual property where previously none existed.
• Introduced and managed changes to communications policy and procedures and content development methodologies for department and division deliverables.
• Due to limited technical background of staff, assumed lead writer role and authored new API SDK materials for new chip, (black box) network administrator, upgraded smart card technology for SunRay, and new VLAN capabilities for fabric network, and assorted documents including: white papers, programmer notes, technical notes for operations, and technical marketing collateral.
• Managed Technical Publications department and internal communications (intranet) for division personnel and product offerings. Responsibilities as expected in managing a staff of 8 writers and consultants for 10 programming units, including in writing, research, communication standards, and tools and technology. Developed and managed plans for staff development, product development conceptual documents, also risk, delivery, implementation, and maintenance plans.

Confidential

Manager of Technical Communications and Marketing, Lead Writer

Responsibilities:

• As employee 20, performed as hands-on lead technical writer while also creating the technical writing and marketing departments from scratch.
• Produced highly complex technical documentation, user, installation and operations specifications and use guides, and help system content, functional specifications, project development plans, competitive technology briefs, industry enlightenment articles, white papers, case studies, and marketing collateral, evolving into additional communications management responsibilities with company growth and product and industry maturity.
• Innovative software includes Broadband, initial and ongoing wireless technology (Wi-fi and WLAN) and protocols (B-ISDN, 64QAM, Spread Spectrum or OFDM), streaming video, web site technologies; collaboration with AT&T and Bell Labs on emerging and innovative software.
• Controlled information delivery and marketing strategies for innovative industry and product advancement, including developing complex technical solution for development engineers, installation and operations engineers, and end users, as well as marketing presentations, competitive strategic briefs, and tradeshow planning, implementation, and participation, as a technical expert and communicator.

Confidential, San Francisco, CA

Confidential - Business Analyst /Technical Writer

Responsibilities:

• Performed analysis of legal and business requirements and compliance policies and procedures in use.
• Produced project requirement specifications for legal and business related SEC Compliance guide for the bond trading division of this Stock Brokerage Company. Created technical requirements for functional compliance and enhanced security standards, and recommendations for Schwab compliance policy and procedures upgrades and change management messaging and .
• Controlled project plan, research, and content development for Deliverables include project plan and progress reports for steering committee and associated executives in readiness for FCC compliance inspection. Success required strong leadership with ability to influence decisions across corporate boundaries for persistent regulatory compliance and business best practices results.
• Used persuasive influence in conflict mediation and negotiations for successful policy development and procedure redesign in often internally combative situations with strong territorial hierarchies in play. Communicated regularly with various staff from executive level to bond trading staff.

Confidential

Technical Marketing Analyst, Product Developer and Evangelist

Responsibilities:

• Worked with innovative PhD. technologists in an often changeable environment requiring superior communication skills, persuasive strategic negotiation, and effective mediation abilities. Translated theoretical material into understandable information in evaluating future marketable products. Created presentations on technical innovations in XML, B-2-B, and data change state management.

Confidential

Project Manager, Technical Writer

Responsibilities:

• Created original CRM system for automated procurement, reporting, credit check, compatibility check with current system, and automatic network configuration management. Produced product online web content, help system, and user interfaces for CRM system.

Confidential

Project Manager, Senior Technical Writer, Technical Analyst, Trainer

Responsibilities:

• Distilled complex technical innovations into understandable text and wrote highly technical documentation for targeted international audiences comprised of engineers, operations/administrators, and product end users with associated help systems.
• Created feasibility and funding presentations and produced subsequent project management documentation and progress updates using waterfall and agile methodologies within an SDLC framework for PM. Projects include: RADIUSx (UNIX distributed enterprise level global server administrator), Windows 2000 Strategy and Architecture for Enterprise Systems (collaborative international research team for Microsoft and H.P.), Automated PKI for HP USA, NT Account Management Redesign (global endeavor).