SUMMARY:

• Technical writing professional specializing in software documentation development, policy and process management, and team leadership with proven track record of high contribution to results in complex and challenging environments.

TECHNICAL SKILLS:

Technology and Tools: Proven Record of Excellent Employee Evaluations Strong Ability to Learn New Technologies Quickly Outstanding Instruction & Public Presentation Skills News writing, PR, Marketing & Desktop Publishing Experience Instructional Design, Instructor - Led Delivery & Tutorial Video Production Experience Extensive Project Management Experience in Software Documentation & Development Enterprise Business Policy, Process & Procedure Authoring Experience Business Proposal & RFP Writing & Editing Experience Business Analysis, Functional & Technical Specifications Experience Software QA Testing & Help Desk Team Leadership Experience Technical Writing, Editing, & Publishing Expertise Structured Authoring (XML, HTML, CSS), Information Architecture & Content Management Experience Single-Source, Multi-Output Online Help Development & Publishing Expertise Software Documentation & Web Authoring Standards Expertise Wiki Design & Administration Experience (Confluence & SharePoint)

PROFESSIONAL EXPERIENCE:

API Documentation Specialist

Confidential, Cleveland, OH

Responsibilities:

• Leading the entire API and User Documentation development effort for the Transforming Tax Collections (T2C) project, a mission-critical digital revenue collection system in association with the Federal Reserve
• Confidential for Treasury Services that is considered a High-Value Asset (HVA) for the United States government. In addition to developer documentation for 3rd party integrations, work also includes writing and editing user guides, help content, internal project functional business documentation, test scenarios, and system operations documentation. Tools used include Open API (Swagger), Postman, GitLab, Confluence, Jira, MS Teams and Office.

Trust and Safety Content Analyst

Confidential, Detroit, MI

Responsibilities:

• As a member of the Abuse and Content Enforcement (ACE) team and contingent workforce at LinkedIn, my work involves reviewing member content for policy violations in order to maintain a professional and safe platform.
• Processing and investigating terms of service, fraudulent and spam-related violations in a timely and precise manner. Defining and implementing operational solutions to emerging threats while driving improvements in the team's processes, technology and tools. Researching and resolving all issues related to spam, account takeover and terms of service violations. Interpretation and enforcement of content policies. Managing internal escalations received for fraud and all other disputes. Effectively identifying problems and issues by performing research using tools.

Web Compliance Coordinator

Confidential, Rochester, MI

Responsibilities:

• Served as the chief web accessibility compliance officer for the entire university while working within the Communications and Marketing department of the organization. Primary duties included Identification and remediation of web accessibility errors, of faculty and staff in web accessibility techniques, closed captioning and transcription of videos, and performing extensive document remediation work. Secondary tasks included coordination of third-party accessibility services
• Confidential digital television and billboard marquee marketing and advertising content publishing, and public speaking about the topic of web accessibility. Tools used included administration of the Siteimprove automated accessibility suite, the Percussion content management system, and Adobe Creative Suite, in addition to coding and widget development work in HTML, CSS & Javascript.

Documentation Manager

Confidential, Ann Arbor, MI

Responsibilities:

• Promoted from Senior Technical Writer to Documentation Manager in Jan. 2018 at this small accessibility products & services company, where roles included Instructional Designer, Help Author, Software Trainer, and Accessibility Consultant. Development of eLearning courses, user documentation, technical documentation, API documentation, installation guides, administration guides, online help, printable quick start guides, etc. for automated and manual accessibility testing software product suite
• Additional work has included authoring blog posts, assisting with proposals, design critiques, quality assurance testing, tutorial video production, custom remediation advice pages in Deque University accessibility curriculum. Volunteer participation in Project Silver with the W3C. Content authored also appears in the open-source product Axe-core, which itself is a part of other open source products, such as Google's Lighthouse and Chrome Devtools. Tools used included GitHub, Swagger, Bitbucket, MODX CMS, Google Sites & Acrobat DC.

End User Team Lead

Confidential

Responsibilities:

• Responsible for information architecture, online help design, user documentation and e-learning development for implementation of MSU's customized version of the open source Confidential Coeus research administration system. Work deliverables include end user strategy, documentation requirements, standards, templates, and prototypes; project plan with work breakdown structure; authoring, editing, recording, and publishing to integrated online help system and learning management system.
• Led projects that required the coordination of team managers and input by all department leaders, including the establishment of the business analyst team description and requirements templates, disaster recovery research and documentation, PMO project portfolio, online service catalog web site, skills inventory survey, system support information wiki pages, time tracking system research and planning, and team website content. Planned, designed, wrote, and developed a departmental space and page content in the Confluence wiki. Established an impressive, well-received online internal department newsletter, handling all aspects of the design, planning, implementation, authoring and publishing myself. Primary tools - Doc-To-Help (Component One), Word, SnagIt, Eclipse, Acrobat, Confluence, JIRA, Sakai, Contour, Google Apps for .
• Planning and leadership work with team of instructional designers, developers and trainers for web-based and instructor-led courses on Confidential Financial System (KFS) in preparation for enterprise software system implementation at Michigan State University. The work involved establishment of deliverable templates, a style guide, video and documentation standards, webinar development, web site design, business process procedure development, a policy tracking tool, logistics planning, and project planning. Primary tools - Framemaker/Robohelp, RWD uPerform, PowerPoint, SharePoint, Angel.
• After I left this position, they renamed it Director of Communication and Collaboration. In this role, I handled community communications, outreach, coordination, public relations, licensing management, collaboration group and email list management, social network establishment and maintenance, kuali.org web content authoring, announcements, system administration, security access facilitation, marketing materials; writing and publishing of the Weekly Wok Blog, community meeting calendar establishment, meeting facilitation, wiki editing, policy & procedure establishment, and miscellaneous online documentation work, as the first-ever individual to fill this role under a unique Memorandum of Understanding (MoU) while remaining employed with MSU. Primary tools - Drupal, Confluence, Adobe Contribute, JIRA, Sakai, Photoshop, and Dreamweaver.
• Confidential Financial System project - leader of virtual, geographically-dispersed team of writers and editors at multiple higher institutions and commercial affiliate firms to produce user documentation and online help for KFS software. Coordinated a Documentation Subcommittee consisting of representatives from multiple higher ed institutions, as well as leading a documentation development team of authors and editors. Established a style guide, documentation standards and procedures, requirements and strategy. Primary tools - Confluence, Word, SnagIt, Doc-To-Help, Acrobat.

Technical Writing Consultant, Proposal Manager

Confidential, Troy, MI

Responsibilities:

• Contracted consultant within the Administrative Information Services (AIS) Department at MSU, when not acting as a Proposal Manager while "on the bench" between client projects. Management of all phases of a multi-platform software documentation project (Forms Tracking Utility application for Michigan State University), from design to build to implementation and . Development and maintenance of Documentation Requirements and Strategy
• Documentation Standards and Procedures, Project Glossary, Document Environment, User Guides, User Manuals, Technical Manuals, System Management Guides, Document Templates, Procedures, Navigation Instructions, Online Help, Marketing Brochures, Overview and Documents with output in HTML, XML, Word, Open Office and Adobe PDF.

Master Trainer, Instructional Designer

Confidential, Troy, MI

Responsibilities:

• Train-the-trainer, technical editing & writing using Oracle Method (AIM), Oracle Tutor Author, Oracle Tutor Publisher, Oracle Courseware applications for web-based creation, publication and delivery of Student Guides, Instructor Guides, Quick Guides, Desk Manuals, Online Help and E-Learning courses. Led QA Testing Team, wrote test scripts using Mercury Test Director.

Web Publishing Developer

Confidential, Okemos, MI

Responsibilities:

• Oracle Service Industries, State & Local Consulting, Midwest Region. Chosen to join Oracle from sub-contract ranks for project with the State of Michigan. Increased responsibility in Business Analyst role after six months, in addition to technical editing & writing. Duties included development & maintenance of an intranet web site with database functionality for a software development project involving the integration of client’s systems. Participated in "roundtable" meetings with functional experts to capture business requirements, wrote pseudo-code, and served as documentation standards subject matter expert and project librarian.

Electronic Information Author

Confidential, Milford, MI

Responsibilities:

• "Hand-picked" from previous job (see TPI job below) for work on an electronic service information project, where I developed & implemented GM's innovative Controlled Automotive Service Language (CASL)
• English standards for translation to foreign languages; developed Document Type Definition (DTD) templates for increased software efficiency; configured & maintained project-specific enterprise software including Exceed, ftp, Arbortext & all Microsoft office products; trained new employees; gave presentations; administered databases; performed hardware & software troubleshooting & help desk support.

Technical Writer, Trainer

Confidential, Warren, MI

Responsibilities:

• Designed technical programs & served as an instructor for custom database authoring & editing software for electronic service information for www site, CDROM & paper manuals that included text, links, graphics, electrical schematics, thumbnails, hotspots, & diagnostic tables. Responsible for & orientation of new employees. Relied upon for "superuser" database status, expertise in Standard Generalized Markup Language (SGML) & development of "user friendly" preparation standards & guidelines.