SUMMARY

• Technical Writer with recent exposure to a broad range of IT projects related to banking is eager to join an organization that appreciates strong documentation.
• Persistent about quality, heads - down and diligent but also personable and easy to work with. Adept at giving user documentation a friendly, task-oriented feel.
• Familiar with requirements gathering and tools that help developers collaborate with stakeholders. Author of installation guides, user guides, and online help.
• A strong believer in using plain English to build credibility and maintain reader interest.
• Able to turn jargon into prose that anyone can understand, able to help people say what they mean.

TECHNICAL SKILLS

• Madcap Flare/ HTML / XML
• MS Word / Sharepoint / PowerPoint / Excel
• Adobe FrameMaker 7.2 / 8.0
• Confidential SiteScope / Confidential BSM / Confidential NNMi / CA APM

PROFESSIONAL EXPERIENCE

Confidential, Vienna VA

Technical Writer

Reinventing the monitoring documentation for the Application Management and Support division within Information Services. Took this burden off the Monitoring Engineers, freeing them up to do other things, such as monitor the network. Created a completely new look for procedures, a new look that makes updates easy, and imported imported existing documents into the new template. Preparing new procedures on a weekly basis and also making occasional updates to an ever-expanding collection. Responsible for contacting project teams, defining the call-out process for the alerts put in place by IT Service Management, and giving network operators clear instructions for responding to application errors and network outages.

Confidential

Technical Writer

Wrote the related experience section of the candidate submission package, ensuring that the package is complete before submitting it to the program office for review and approval. Contacted candidates by phone for clarification as necessary. Used the i2s application to find candidates ready for writing and submitting and met with colleagues daily to assess progress, refine the process, and resolve open issues related to the i2s tracking app.

Confidential

Technical Editor

Peer review participant, responsible for editing documents from developers and project managers prior to submission to confidential. Received software design specifications, installation/configuration guides, and proof of concept documents and turned them around promptly, making them more attractive, easier to read, and more compelling. Helped the authors get key points across to the customer.

Confidential

Sr. Technical Writer

Contract writer responsible for reviewing and touching up when possible unreadable specifications pertaining to CRM/ Confidential, including management plans, web service designs, web service descriptions, and white papers. Responsible for documenting project accomplishments, plans for the future, and any issues that might impede progress. Maintained the VRM SharePoint wiki. Created pages, added content, uploaded artifacts to the asset library, set links. For the release manager, ensured that specifications, test documents, and related checklists were up-to-date and ready for the governing boards in advance of each release.

Confidential

Sr. Technical Writer

Contract writer responsible for updating business recovery procedures for Tier 2 support admins running WebSphere and multiple DB platforms. Produced accurate, easy to follow, easy to update procedures. Reorganized database maintenance procedures for SQL Server, Oracle, DB2, and DB2-LUW admins. For the mainframe DBAs, updated a handbook that described architecture, subsystem connectivity, applications, and ongoing projects. Reviewed a collection of database admin procedures; weeded out obsolete files, met with DBAs to resolve gaps and identify procedures in need of updates.

Confidential

Technical Writer

Contract writer responsible for editing project deliverables related to the confidential’s Data Center Consolidation Initiative; attended bi-weekly meetings with the confidential Steering Committee to define requirements for a pilot project designed to map applications to specific servers. Enforced plain English guidelines in deliverables, including project plans, an inventory management user guide, and other deliverables requested by confidential; maintained the confidential wiki by adding and organizing content, uploading specifications, and setting links.

Confidential

Writer/Analyst

Contract writer assigned to a requirements specification for the confidential’s Designee Management System. Met with members of a working group representing AFS, AIR, and AME to outline common process flows and highlight branch-specific requirements related to applicant selection, applicant evaluation, applicant appointment, and oversight activities. Compiled a Functional Requirements Specification from meeting minutes, use cases, summary documents, and Visio diagrams; used Jama Contour to set relationships between requirements and enhance collaboration with members of the working group.

Confidential

Technical Writer/Editor

Gathered requirements for CDB Phase II functions related to master file, sample management, and microdata reporting; updated internal documentation related to polling agents and monthly closings. Reviewed and updated Phase 1 use cases; maintained the FSMS-CDB sharepoint intranet portal; for members of the Change Control Board, used the analysis in Serena TeamTrack to produce brief descriptions of code defects and proposed changes; compiled release notes for quarterly deployments of CDB.

Confidential

Software Information Engineer

Network Node Manager - Performance Smart Plug In: Wrote the Performance SPI installation guide; used conditional text to create multiple guides, one per OS, from a single FrameMaker book file. Tested product features; ran installs, verified that report navigation worked as expected; submitted software defects and checked for any undocumented behavior in the product. Used Madcap Flare to produce online help for report content, report navigation, admin tasks, and troubleshooting; created a master project with multiple child projects and used error reports to verify links and fix HTML tagging errors; updated user stories and tasks via Confidential Quality Center and participated in daily scrum meetings.

OpenView Performance Insight: Produced user guides for a growing collection of OVPI reporting solutions, including the Application Report Pack (WebLogic SPI/WebSphere SPI); ATM RP; Business Process Insight RP; Cisco IP Telephony Call Detail RP; Cisco Gateway Statistics RP; Database SPI Report Pack; Device Resource RP; Frame Relay RP; Confidential Network Node Manager Event/Incident RP; Interface Reporting RP; Internet Services RP; IP QoS RP; MPLS VPN RP; NetFlow Interface RP; NetFlow Global View RP; Service Assurance RP; Service Desk RP; and System Resource RP.

Confidential

Technical Writer

Reviewed and edited specifications produced by Confidential for the U.S. Chamber of Commerce, enforcing compliance with Confidential templates and Confidential documentation standards. Formatted company resumes, enforcing a uniform look, and imported formatted resumes into a single book file, making it easier to search for particular skills and easier to pull specific resumes for inclusion in proposals.

Confidential

Technical Writer

Wrote operator guides for multiple releases of OpenImage TPS, a check sorting and imaging application. Contributed to proposals; worked whatever schedule was necessary to meet ambitious deadlines; brought a fresh, reader friendly style to proposals and won additional business for the company. Took FrameMaker training courses and later converted MS Word documents into FrameMaker book files.

Confidential

Research Analyst

Wrote a series of brief reports in response to requests for information about people and organizations seeking financial assistance; prepared country specific briefing packages and biographies intended to prepare ministry staff for upcoming meetings. Acquired books and periodicals for the Ministry’s information center.