SUMMARY:

• Technical Writer and Editor experienced in developing and managing content in a wide range of corporate and non - profit settings including education, healthcare, software, electronics, and philanthropy.
• Skilled in research, analysis, and communication of complex ideas in simple, understandable language.

PROFESSIONAL EXPERIENCE:

Confidential

Technical Writer/Editor

Responsibilities:

• Worked closely with IT leadership to establish and document policies and procedures relating to system outages, incident escalation and resolution, and Service-Level Agreements (SLAs).
• Created a Technology Quick Reference Guide for all corporate employees and contractors that consolidated information about available IT resources into a single, user-friendly reference booklet.
• Supported Laureate’s helpdesk personnel by authoring and maintaining a Knowledge Base of information used to troubleshoot software, network, and telecom issues at all Laureate Campuses.
• Participated in cost reduction initiatives across Laureate’s 80 international campuses by creating a SharePoint IT Self Service site and authoring an International Travel Smart Wi-Fi Use Guide.

Confidential

Technical Writer/Documentation Manager

Responsibilities:

• Managed the development and distribution of all technology-related documentation for 700 franchisees and 150 corporate employees and contractors.
• Leveraged software tools MadCap Flare, Microsoft Word, and SharePoint to shorten the existing content development lifecycle and provide franchisees quicker access to needed information including software release notes and online help content.
• Created a library of documents, diagrams, and flow charts used to quickly educate IT staff, new hires, and vendors on Sylvan’s proprietary software and technology architecture.
• Developed and participated in processes that helped Operations and Education personnel publish and update franchisee-facing manuals in less time and at lower cost.
• Coordinated with IT and Support personnel to regularly update the Center Technology Guide and other best-practice company documents.

Confidential

Technical Writer/Editor

Responsibilities:

• Managed and edited service and operation manuals for Confidential ’s complete line of neo-natal care equipment including incubators, warmers, monitors, and all ancillary devices.
• Leveraged Adobe FrameMaker, InDesign, and Acrobat features to reduce time spent editing new, updated, and legacy manuals.
• Participated in review sessions with maternity nurses to ensure product-related instructional content addressed real-world hospital maternity ward conditions and safety concerns during the care and transport of infants.
• Worked with engineers to create product maintenance and change instructions for Confidential technicians working in the field.
• Prepped manuals and worked with vendors on translation/localization of manual content into more than thirty languages across Europe and Asia.

Confidential

Technical Writer/Editor

Responsibilities:

• Managed all documentation for Process Safety Management and Risk Management programs during construction of a US Army climactic testing facility at Confidential .
• Worked with Army personnel, engineers, and construction contractors to write and edit procedures to promote safe system operation and maintenance of large-scale heating and cooling systems using Microsoft Word.
• Supported successful efforts to win new business at Confidential by participating in the creation and presentation of proposal content.

Confidential

Training Developer

Responsibilities:

• Developed and presented comprehensive enterprise software training for Confidential.
• Utilized Adobe RoboHelp’s toolset to create all help system content for Confidential ’s Point of Care enterprise software.

Confidential

Technical Writer/Editor

Responsibilities:

• Worked with technicians and graphic design personnel to create service and maintenance manuals for latest-generation F16 avionics and radar system components using QuickSilver. Maintained manual content in SGML format using Arbortext Epic Editor.
• Served as Editor for a revision of the Northrop Grumman Corporate Flight Manual. Worked on-site with the Chief Pilot to document and standardize policies and procedures for a team of 12 pilots.

Confidential

Technical Writer

Responsibilities:

• Wrote and edited user manuals and other documentation for Federal Aviation Administration (FAA) flight tracking software systems using Interleaf and Microsoft Word.
• Improved the quality of manuals and documentation processes by leading product validations with FAA air traffic personnel.

Confidential

Training Developer/Project Manager

Responsibilities:

• Managed the distribution of over 40 training manual titles to more than 200 training centers and colleges. Oversaw the production of printed manuals and media.
• Managed software training manual projects for clients including Autodesk, Visio, IMSI, DataCAD, and Pacific Gas & Electric. Worked with clients to develop requirements documents, plan delivery schedules, develop content, and assure quality control.
• Received awards from the Society for Technical Communication for training manuals, including AutoCAD Map and 3D Studio MAX courseware.

Confidential

Feature Writer

Responsibilities:

• Wrote a feature-length article, Champion of the Thoroughbred”, describing the lifelong effort by Pittman to educate aspiring horse adopters on Thoroughbred horses and to place retired race horses in new homes.
• Conducted industry research and in-person interviews to plan and write article content for Confidential ’s Horse Talk publication.

Confidential

Copywriter

Responsibilities:

• Wrote copy for a serial social media promotion for Pawject Runway, a gala event where local athletes and celebrities advocate for pet adoption in greater Baltimore.
• Provided writing and editorial support for direct response donation request mailings.

Confidential

Grant Writer

Responsibilities:

• Wrote and submitted grant proposals for Baltimore-based transitional housing and community art projects to philanthropic organizations including the Abell Foundation and Baltimore City.
• Consulted with neighborhood advocacy groups and individuals to compile statistical data while performing grant research.

Confidential

Editorial Intern and Writer

Responsibilities:

• Provided support to the staffs of two magazines at the International Sculpture Center conducting research, fact checking, and proofing articles and content.
• Researched and co-authored a Maquette article about sculpture parks and gardens in the U.S. entitled “Sculpting in the Outdoors.”