Admin Support/Copy Editor Resume Gilbertsville, PA - Hire IT People

SUMMARY:

Technical Writer/Project Assistant with more than 10 years of business experience in Information Services specializing in Enterprise content management and knowledge management. Background in implementing and supporting several Enterprise Portal environments supporting collaboration and document management.

AREAS OF FOCUS:

Customer Service: Help Desk, Field Services Research & Development Clinical Affairs
Confidential Subject Matter Experts (SMEs) Self - service

TECHNICAL SKILLS:

Microsoft Office suite (Word, Excel, PowerPoint), Outlook, Adobe

PROFESSIONAL EXPERIENCE:

Confidential, Gilbertsville, PA

Admin Support/Copy Editor

Responsibilities:

Edit and format funeral programs, church bulletins, and various small publications
Perform quality review of written content of various publications, review and ensure style standards are met
Design and develop document templates

Confidential, Allentown, PA

System Admin Support/Content Editor

Responsibilities:

Identified and assigned Knowledgebase articles to the appropriate SME for content approval
Edited the format of Windows 8 articles that were translated into seven languages to comply with Knowledge Management style standards and published within the knowledgebase
Collaborated and developed the Knowledge Management Team’s first support page for Business Technology on Demand ( Confidential ) Portal
Served as primary knowledge management contact for creation of new Confidential support pages (including new applications and high Service Desk ticket driven applications)
Performed quality reviews of all other existing content to bring knowledgebase articles in line with current style standards

System Admin Support

Confidential

Responsibilities:

Edited knowledgebase articles specific to Windows 8 migration and hardware update and published to the self-service portal
Reviewed and ensured style standards were met for all knowledgebase articles to be published self-service portal on a daily basis
As part of a team, created a style guide to be used for all knowledgebase self-service articles

Technical Writer

Confidential

Responsibilities:

Designed and developed support documentation for the upgrade/roll-out of new software and hardware for the Field Force Team
Created more than 100 knowledgebase articles for Service Desk support of the Field Force Team
Adapted and edited knowledgebase documents from one document management system to another
Collaborated with Help Desk and developed knowledgebase articles to support the Field Force Team

Confidential

Technical Writer

Responsibilities:

Designed and developed documentation for the support roles of a newly constructed business team
Developed 40+ knowledgebase documents for the Service Desk support of SharePoint 2010 upgrade
Reformatted over 25 SharePoint knowledgebase documents for the self-service portal

Technical Support Analyst

Confidential

Responsibilities:

Served as primary support liaison for Service Desk and Level 2 support teams
Solved technical problems by correcting system supports and investigating and tracking workflows
Analyzed and identified root causes and key drivers of low customer satisfaction and reported to senior management
Reviewed, edited and authored knowledgebase articles for improved procedures
Published progress reports, recommended actions for process improvement

Service Delivery Coordinator Assistant

Confidential

Responsibilities:

Created and managed requests process for on-boarding and off-boarding of IS client resources
Performed ad-hoc reporting
Managed the hours of coverage for a 24/7 helpdesk with over 70 analysts
Delivered Service Desk training for site specific support to new analysts
Mentored and provided support and guidance to new analysts

Team Lead

Confidential

Responsibilities:

Created and managed the rotation schedules for support of email and voicemail clients
Trained new team members and created and delivered training and support documentation
Ensured 4-hour response time to all incoming inquiries
Subject Matter Expert (SME) for IT Service requests

Team Liaison

Confidential

Responsibilities:

Served as the liaison for the Confidential business module and the network support teams
Notified Floor Leads of potential network outages, and provided training for all new analysts
Served as Subject Matter Expert for Confidential support
Reviewed over 300 knowledge management articles in 85 categories; and verified 90% of the content for the Confidential module; created and authored over 50 support documents

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Admin Support/copy Editor Resume

Gilbertsville, PA

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