QUALIFICATIONS SUMMARY

• Highly experienced Senior Technical Writer, User Assistance Developer, Business Analysts, and On - line Help Developer (Responsive and Multiscreen) including embedded mobile user assistance.
• Develop on-line help, knowledge bases, mobile user assistance, performance support applications, training, hardware / software manuals, web solutions, eLearning, quality assurance, project development, user interface design for end-users, programmers, administrators, and system engineers including data modeling, and resource planning successfully from concept through completion.
• Diverse and dynamic individual with cross-functional expertise in documentation, instructional design, localization, business communications, user interface design, and visual design using current technologies for user-centered solutions.
• Identify and document business process flows in conjunction with business process engineering, issue identification, knowledge base development, integrated department system workflows, gap analysis, analytics, and resolution solutions including Agile Systems Development Life Cycle (SDLC) methodologies with exceptional project management talents.
• Drive simultaneous projects to successful conclusion in high-paced environments, working independently and remotely.

SKILLS SUMMARY

Technical Writing: MS Word, Adobe Acrobat PDF, Adobe Experience Manager (AEM) Forms, Adobe Creative Suite, InDesign, FrameMaker, PowerPoint, PageMaker, Open Source Technologies, Google Docs, and Visio.

Responsive On-line Help and Web: Madcap Flare, RoboHelp, RoboHTML, Salesforce1 Improved Help, AuthorIT, Dreamweaver, FrontPage, Google Analyzer, Microsoft Visual Web Developer, Fluid Grids, Wireframes, Framesets, Menus, Cascading Style Sheets (CSS3), responsive HTML5, Mobile User Assistance, JavaScript, and Presence Technologies. Web analytics, FlashHelp, XHTML. CHM, ePubs, WebHelp, XML, iOS, iPad, Android, DocBooks, Infographics, search engine positioning (optimization), adaptive and responsive PDF forms, and IDE (integrated development documentation). eLearning: Adobe Captivate, Adobe Presenter, Articulate Storyline, Articulate Presenter, TechSmith Camtasia Studio, and PowerPoint developing training using self-paced videos and product demonstrations.

Communication Methods: Content reuse, single-sourcing, user-centered design, topic-based authoring, content chunking, minimalism, Information Mapping, topic patterning, screen shots, and screen simulations.

Other: SnagIt, Adobe Photoshop, Illustrator, Capture, Version-control, Software Configuration Management (SCM), ClearCase, SharePoint, Confluence, Access, Excel, Salesforce, SFDC, Agile, Scrum, Active Server Pages (ASP), Data Storage, Visual Studio, Networks, Learning Management System (LMS), and Cloud technologies.

Languages: Document various code examples in Visual Basic, PowerShell, SQL, C++, Java, JavaScript, Adobe ActionScript (AS3 Flex) API, .NET, JSON, APEX, and Triggers.

PROFESSIONAL EXPERIENCE

Confidential

Senior Technical Writer Dexter

Responsibilities:

• Provide virtual, telecommute, and remote senior-level technical writing, on-line help, mobile user assistance, mobile user experience, user interface design, instructional design, knowledge base, project management, business analysis, use cases, disaster recovery, Software Development Kits (SDKs), Application Programming Interfaces (APIs), troubleshooting, quality assurance, and risk assessment services to a variety of clients.
• Develop application appropriate products and services while assisting in existing product assessments and new product education, such as hard copy documentation, on-line help, mobile, phone, tablet, desktop, digital solutions, computer-based solutions, Cloud-based integration, and graphical interface design (GUI), under 508 compliant and HIPAA Privacy and Security regulations.
• Work jointly with Subject Matter Experts (SMEs) and others to provide quality results that can be understood working with highly technical, state-of-the-art technologies in deadline driven environments under outrageously stressful conditions including the use of the Information Technology Confidential Library (ITIL) for Human Resource Information System (HRIS) and LMS integration.
• Reduce production time and save money by implementing Rational Unified Processes (RUP), templates, macros, styles, scripting, SaaS, Enterprise Content Management Systems (CMS), Integrated Development Environments (IDE), and CSS3.
• Assist clients to make the correct choices when selecting appropriate technologies so their projects are successful and well received by the intended audiences, such as developing dynamic PDF forms in PDF or HTML formats.
• Make it easy for users to locate information implementing open source intuitive, multi-device, and scalable Learning Management System (LMS), such as Blackboard, Canvas, Skillsoft and Moodle.
• Practice Agile, SCRUM, and DevOps methods to collaborate alongside developers and teams to write and develop quality assurance tests to explain story cards, data flows, user acceptance testing (UAT), and service management.
• Share my technical experiences and knowledge with the team and gratefully accept other’s advice and assistance to aid in a positive outcome concerning a project’s success.
• Direct and manage company business and financial practices ensuring consistent success and profitability for over 25 years by implementing product lifecycle management, International Organization for Standardization (ISO), Standard Operating Procedures (SOP), consistent policies, and adhering to other State and Federal compliance practices.

Confidential

Senior Technical Documentation Specialist, Reston, VA

Responsibilities:

• Virtual responsive On-line Help, Word, and PDF developer.
• Develop on-line help and single-sourced hard copy documentation for new and every changing web applications using Madcap Flare for Confidential a NoSQL database on the cloud using a Single Sign-on (SSO).
• Provide complete direction to company concerning tool choices, user interface design, processes, and functionality.
• Application Programming Information (API) documentation written at the engineering level with extensive JSON interaction on a Linux command line interface integrating the Human Resource Information System (HRIS) and LMS systems.
• MadCap Flare, SnagIt, Capture, Acrobat, Visio, Jira, Bitbucket, REST API, PuTTY, WinSCP, Confluence, Atlassian Crowd, Bomgar, WebEx, Stash, Bamboo, Python, CentOS, RHEL, Skillsoft, Amazon Web Services (AWS), XHTML, JavaScript, XML, and proprietary applications.

Confidential

Senior Technical Writer West Des Moines, IA

Responsibilities:

• ProcessComposer On-line Help and Tutorials.
• Developed initial WebHelp for ProcessComposer, an add-on to API in a Cloud environment (Salesforce) acquiring data through conversing with developers and end-users.
• Converted WebHelp and maintained new Responsive HTML5 help using SaaS and CSS3 for mobile user assistance remaining abreast of the newest available technologies and greatly pleasing the client.
• Remote project management coordinating of all facets throughout the project lifecycle including LMS integration and implementation.
• Created training presentations and trained other developers.
• Technologies: Flare, RoboHelp, Visualforce, Apex Triggers, Apex Classes, Microsoft Visual Web Developer, Visio, Word, PowerPoint, Access, Google Docs, Google Analytics, Visual Basic, Skillsoft, and GUI design while implementing code examples.

Confidential

Senior On-line Help Developer Wheeling, WV

Responsibilities:

• IntelliMark, TROY SecureForms and Secure Print Enterprise (TSPE) SecurePort Printer Configuration Utility responsive on-line help, field level help, Word, and PDF outputs in a virtual environment.
• Remote development of documentation for new and every changing web applications using Madcap Flare that provides label manufactures with a viable production application with which to consistently interface with their products reducing costs and production time.
• Provided complete direction to company concerning tool choices, user interface design, and functionality.
• MadCap Flare, Acrobat, Windows Server Manager, IIS Manager, JSON, SQL Manager, HRIS, PowerShell, XHTML, SSO, CSS, LMS, and XML.

Confidential

Senior Knowledge Base Developer Cincinnati, OH

Responsibilities:

• Virtual development of Knowledge Base for iRapid MasterCard / Visa paycards using RoboHelp.
• Acquired information from diverse sources, at different times, and under extremely stressful timeframes.
• Created training presentations and trained other developers using Skillsoft.
• Remote project management coordinating of all facets throughout the project lifecycle, which has yet to end.

Confidential

Senior Technical Writer Des Moines, IA

• Remote development of Access Sentry On-line Help and User Documentation.
• Developed mobile help, installation guides, user / administrator documents, and video solutions for alarm and security systems using Flare and Microsoft Office tools.
• Provided direction to company concerning tool choices, user interface design, and functionality.
• Integrated a large amount of disarrayed documents into a usable installation solution involving AWS, Windows Server Manager, IIS Manager, SQL Manager, and SQL Configuration Manager in a 2008 / 2012 cross-product environment.

Confidential

Senior Technical Writer, Chicago, IL

Responsibilities:

• Virtual SomatXR Ultra-Rugged Data Acquisition (DAQ) remote Responsive On-line Help and Madcap Flare developer.
• Developed help system for measurement engineering application acquiring data through conversing with developers providing a comprehensive HTML5 / CSS3 / XML-based solution using Flare, Lingo, and Microsoft Office tools.
• Produced Data Sheets, Quick Start Guides, and User Manuals.
• Provided localization for Data Sheets, Quick Start Guides, and User Manuals.
• Coordinated documents between multiple engineers around the world during a crisis situation to ensure consistent structure out of complete chaos.

Confidential

Senior On-line Help Developer New York, NY

Responsibilities:

• Develop and maintain TalentBrowser On-line Help in a telecommute capacity.
• Lead developer and user interface designer for TalentBrowser an applicant tracking system (ATS) including SOPs, policies, knowledge base, Frequently Asked Questions (FAQs), and APIs for non-technical users.
• Project Manager responsible for resource allocation, budget and expenditure recommendations, project coordination, deliverable due dates, communications, scope containment, and risk management while working in conjunction with Subject Matter Experts, developers, and end-users.
• Saved thousands of dollars through the use of implementing templates, CSS, and macros.
• Technologies: Edit graphics for proper format, color, sizing, resolution, and content. Word, Excel, Access, PowerPoint, SharePoint, Visio, Photoshop, SnagIt, Capture, Flare, Dreamweaver, Microsoft Visual Web Developer, RoboHelp, RoboHTML, and Adobe Illustrator.

Confidential

Senior Instructional Design Developer St. Louis, MO

Responsibilities:

• Instructor-led training (ILT) and computer-based training (CBT) courses for Salesforce-based inventory and tracking system intended for non-technical users on iPads.
• Interface design for screen simulations (laptops and mobile devices), FAQs, APIs, policies, standard operation procedures (SOP), and specifications.
• Expedited user adoption and training programs for Enterprise Resource Planning (ERP) implementation initiatives using new ideas to accelerate production time between team members and outside influences.
• Led and participated in training needs assessment, audience analysis, and job / task analysis.
• Responsible for project coordination, meeting unrealistic deliverable due dates, communications, scope containment, training team members on iPad use and iOS standards, troubleshooting, Salesforce integration, and risk management.
• Exceeded client expectations delivering content faster and cheaper than expected.
• Technologies: Edited graphics for proper format, color, sizing, resolution, and content adhering to strict company template requirements. Word, Excel, Access, PowerPoint, Skillsoft, SharePoint, Visio, Photoshop, SnagIt, Capture, Captivate, PowerPoint, Microsoft Visual Web Developer, Adobe Illustrator, Salesforce, and Cloud technologies.

Confidential

Senior Technical Writer Des Moines, IA

Responsibilities:

• Developed Nationwide Policy and Procedure Documentation while telecommuting.
• Synchronize, translate, consolidate, and write healthcare information technology processes, APIs, and SOP documentation for all hospitals and clinics nationwide to ensure that they are functionally aligned for the Electronic Health Records (EHS) initiative.
• Including but not limited to security, networking, disaster recovery, communications, operations, hardware, software, and office “equipment”, such as smart phones, printers, faxes, copiers, digital medical devices, and other handheld devices.
• Write and convert 508 compliant user documentation for McKesson STAR HL7, Remedy, and Cerner applications while adhering to all State and Federal rules and regulations.
• Collaborated with a large team of SMEs nationwide to make sure no hospitals or clinics were adversely affected by the new directives including adhering to the Health Insurance Portability and Accountability Act (HIPAA), Health Information Technology for Economic and Clinical Health (HITECH) Breach Notification, Accountability Care Act (ACA) regulations, and the Health Insurance Portability.
• Commended on my ability to interact with a diverse set of individuals with varying levels of technical skills and taking their enormous amount of dissimilar information to develop a usable solution that passed both the internal and external audit.
• Technologies: Word, Excel, PowerPoint, Confluence, SharePoint, Skillsoft, Visio, and other proprietary applications.

Confidential

Senior Specifications Writer and Business Analyst Jacksonville, FL

• Designed and Documented Customized Empower Installations formerly Lender Processing Services (LPS).
• Gathered business requirements from Mortgage Lending Clients, such as Bank of America and Citizens, and created Functional Design Specifications to configure customized software setups for a complex, modular application (Empower) including administrative and end-user documentation while recommending solutions for the client’s loan origination and servicing.
• Practiced with a team of traveling geniuses that combined our diverse super powers to expedite installations at client sites by writing successful yet sometimes off-the-way Business Requirement solutions for all Loan Origination Life Cycle roles using ITIL for the Empower a Loan Operating System (LOS).
• Completed gap Analysis of previous implementation version versus upgraded code to locate inconsistencies or conflicts with the current line of business requirements including a large knowledge base.

Confidential

Senior Technical

• Projects: 10,000+ screen On-line Help System, White Papers, User Manuals, Specification Sheets, and Random Projects.
• Researched, documented, and edited process control hardware / software manuals, specification sheets, white papers, errata sheets, and other data used by field engineers to integrate, maintain, and troubleshoot electronic gas and oil control values, filtration, industrial engines and compressors using accelerometers, Resistance Temperature Detectors (RTDs), thermocouples, flow meters, liquids, pickups, drilling, pipes, tubes, encoders, qualifiers, and various Inputs / Outputs (I/O).
• Remained in constant contact with team of technical writers, SMEs, engineers, and developers virtually around the world.
• Designed and created Graphical User Interface (GUI) screens including API assistance while developing test case scenarios, case histories, and user acceptance training (UAT).
• Saved thousands of dollars a year by developing a cost effective AutoCAD conversion process. Converted multiple types of data from various data sources into one main application while maintaining data integrity between all systems.
• Produced integrated content sensitive and conditional text on-line help systems (RTF to CHM to HTML conversions) keeping client in-line with the newest technologies.
• Developed RoboHelp training documentation and trained employees using interactive self-help and self-based training videos and product demonstrations including localization.
• Client retained my services due to superior product results and skills.
• Developed, designed, and maintained extensive multi-lingual HTML / PDF-based products catalog for global release.
• Technologies: Word, RoboHelp, RoboHTML, MadCap Flare, Doc-to-Help, AuthorIT, XML, PowerPoint, Skillsoft, Visio, Excel, CAD, AutoCAD, Visual Basic, Capture, SnagIt and proprietary software.

Confidential

Senior Technical Writer

• MyOffice On-line Help Development, API, and Network System / Server Documentation.
• Documented end-user modules for the MyOffice interface using Web technologies to provide on-line help for FAQs, self-help directives, groups and discussion threads, integrated Customer Resource Management (CRM) data, secure and unified communications, document management, and customized workflow, including content creation and management.
• Exceeded customer’s expectations who recommended my services to their cloud provider after I researched, documented, and edited their internal network Confidential including the system’s backup and restoration, inherent performance characteristics, performance benchmarks, expected and actual performance, servers, workstations, applications, firewalls, security, risks, and system maintenance procedures.
• Safeguarded the Information Technology departments by identifying areas of risk and directing development of process and procedure disaster recovery documentation. Implemented Rational Unified Process to correlate with company standards.
• Worked closely with team to understand logistics, internal / external data structures, flows, server setup, Cloud interaction / integration, and communications.
• Provided technical directives concerning legal and regulatory compliance records management adhering to state and federal requirements, for internal and external customers inherit to a company’s specific business requirements. Confidential is an international company that provides an on-line workplace for global mobile workforces.
• Technologies: Word, RoboHTML, Flare, AuthorIT, PowerPoint, Visio, LMS, Excel, SnagIt, Photoshop, HRIS, and proprietary applications.

Confidential

Instructional Designer West Des Moines, IA

• Remote Future State Instructional Designer.
• Developed enterprise systems implementation facilitator and participant guides defining Mortgage Processors, Fulfillment, Home Mortgage Consultants and Managers to remain in compliance with RESPA and HERA / HOEPA requirements for loan origination, reverse mortgages, foreclosures, and refinances. Business process reengineering for 508 compliance. Products included proprietary Loan Originations Systems (LOS) CORE, LIS, and AOW for FutureState.
• Converted various files types from PowerPoint, Excel, Access, SharePoint, Skillsoft, Word, and Dreamweaver to a RoboHelp knowledge base for single-source outputs and eLearning content.
• Client was extremely impressed with my ability to develop macros expediting the conversion processes and enabling single-sourcing of data from diverse sources.
• Developed macros and Visual Basic applications to expedite conversions stored in SharePoint. Train-the-trainers for Future State and trained the RoboHelp development team.
• Actively participated with team members under unrealistic deadlines and stressful conditions.

Confidential

Senior Documentation Specialist

• Projects: On-line Help Systems, White Papers, User Manuals, Specification Sheets, and Random Projects.
• Virtual developed of highly technical specifications, installation guides, user guides, and on-line help for Sentinel a condition monitoring and automated diagnostics system for huge industrial engines and compressors using accelerometers, RTDs, thermocouples, flow meters, process flow and filtration, pickups, drilling, pipes, tubes, encoders, qualifiers, and various inputs and outputs (I/O).
• Manipulated Computer Aided Design (CAD) and Pro/ENGINEER graphics to integrate with all development team requirements.
• Extreme interaction with SMEs, engineers, programmers, and marking personnel.
• Client retained my services for many years after the initial contract was complete. The team expedited development and cut costs through my innovative solutions.
• Technologies: RoboHelp, RoboHTML, Word, PowerPoint, Excel, Access, Visio, raw RTF, and proprietary applications.

Confidential

Senior Technical Writer and On-line Help Developer West Des Moines, IA

• Telecommute development of On-line Help for ISI-Snapshot and various projects.
• Developed and implemented on-line help, user manuals, marketing collateral, web development, Readme files, white papers, and release notes for ISI-Snapshot, a .NET network inventory application including networks, Confidential, firewalls, data storage, and security. ISI-Snapshot provides rapid, accurate detection, inventory, data warehousing, analysis, and reporting of Windows, Novel, UNIX, and Linux domains, server and application configurations, and utilization data. Network Confidential mapping.
• Praised on my ability to multitask and quickly provide new and innovative solutions under continually changing technological conditions.
• Technologies: RoboHelp, RoboHTML, Word, PowerPoint, Excel, Access, Visio, and proprietary applications.

Confidential

Senior Technical Writing Consultant Omaha, NE

• Remote development of Network Confidential Documentation.
• Safeguarded the Information Technology department by identifying areas of risk and directing development of process and procedure disaster recovery documentation. Implemented Rational Unified Process (RUP) to correlate with Confidential ’s standards.
• Researched, documented, and edited network Confidential including the systems backup and restoration, inherent performance characteristics, expected and actual performance benchmarks, servers, workstations, firewalls, hardware, software, risks, data storage, data warehousing, data flows, and system maintenance procedures.
• Provided technical directives concerning legal and regulatory compliance records management adhering to state and federal requirements during the Confidential merger.
• Remained actively employed during the merger to confer with client on technical issues and provide solutions.
• Technologies: Word, PowerPoint, Excel, Access, Visio, and proprietary applications.

Confidential

Senior Technical Writer and On-line Help Developer Des Moines, IA

• Telecommute development of Confidential Technical Documentation.
• Led team of Technical Writers in the research, design, documentation, and implementation of computer software manuals and on-line help systems detailing the Iowa Court Information System (ICIS); Iowa’s criminal database used by the Supreme Court, Judges, Lawyers, Clerks of the Court, other Law Officials, and the general public.
• Produced identical user manuals and on-line help for the Juvenile Intake system and was hired based on the terrific products I had produced for ICIS.
• Reduced production costs and delivery time by implementing on-line solutions to ensure that information is readily accessible in real-time and current in all 99 counties through web usability engineering and single-sourcing.
• Technologies: RoboHelp, RoboHTML, Word, PowerPoint, Excel, Access, Visio, and proprietary applications.