SUMMARY:

• Extensive experience writing technical and end - user documentation for multiple industries.
• Perform effectively with a cross-functional team of developers in an Agile environment creating superb products that meet and exceed customer requirements.
• Wrote end-user and developer documentation for web content management (Bloomreach Experience) and digital asset management ( Confidential ) platforms, Confidential 100 financial organization.
• Facilitated cutover from third-party front-line tech support provider to dedicated full-service NOC team: wrote 80+ new procedures for network monitoring team and high-level incident resolution.
• Created IT policies and procedures (MSWord) for the technology leader in activity & participant management software.
• Asset management, audio-visual support, call center support, desktop engineering, executive support, messaging, mobile device IT support, print services.
• Help desk and related documentation for IT/infrastructure organization (ITIL-aligned):
• Configuration and administration guides for systems/applications: HP OpenView Service Desk, VPN, Cisco network (Call Manager installation/administration/upgrade, user procedures, hardware installation/configuration) SFTP transfer, plugins, network security (policies and procedures), virtual infrastructure
• Procedures for automated business functions: equipment/software orders/inventory/distribution, staff administration/training, security/email audit/encryption, IE upgrade, Windows configuration/upgrade, application/system end-user guides
• Created XML-based technical reference manuals, application reports, data sheets for engineers incorporating software components in custom wireless telecom applications. Created writing templates and procedures for XML-based content-management.

SKILLS:

• Technical writing/editing, including structured writing, online help content
• Web content management/digital asset management: Confidential and Bloomreach Experience
• Business process design/improvement
• SharePoint administration
• Instructional design/training development/delivery (computer-based training)

TECHNICAL SKILLS:

Tools: Platform, Bloomreach Experience. XML, HTML, Confluence, Google tool suite, MS Office (MS Word, PowerPoint, Excel, Visio,) SnagIt, SharePoint 2007-2010, Microsoft Dynamics, XMetal Author, JIRA. Proprietary databases and tracking systems.

EMPLOYMENT HISTORY/CONSULTING:

Confidential

Contract Technical Writer

Responsibilities:

• Created documentation for web content management developers and users.
• Participated in Agile development process. user guides, developer startup guide, quick-start user PowerPoint presentation, training templates.
• Confidential, Bloomreach Experience, Confluence, JIRA, Google tool suite.

Confidential

Contract Technical Writer

Responsibilities:

• Wrote 80+ operational procedures for network enterprise operations/services (Network Data, Voice, Security). M icrosoft Word, Excel, PowerPoint, Visio.

Confidential, Dallas, TX

Contract Technical Writer

Responsibilities:

• Reformatted existing onboarding procedures in new corporate template, created new procedures where appropriate.
• MSWord, SharePoint.

Confidential, Frisco, TX

Contract Technical Writer

Responsibilities:

• Created high-level business process diagrams and step-by-step operating procedures for Confidential Daily Cash Reconciliation, Dispute Processing.
• MSWord, Visio, SnagIt, SharePoint, AS400, EPX.

Confidential, Dallas, TX

Contract Technical Writer

Responsibilities:

• Created Information Technology policies and procedures (MSWord). Asset management, audio-visual support, call center support, desktop engineering, executive support, messaging, mobile device IT support, print services.

Confidential, Dallas, TX

Technical Writer

Responsibilities:

• Assembled content from client wiki and websites to create program guidelines for online academic degree programs.
• Upgraded MSWord template for program guidelines, assembled onboarding schedules (MSWord), and created organization charts (Visio, MSWord).

Confidential, Plano, TX

Senior Technical Writer

Responsibilities:

• Designed and created internal and customer documentation for Human Capital Management software suite.
• Created user procedures for client HR departments to support ACA (Affordable Care Act) processing, including client setup, identification of eligible employees, tracking employee eligibility over time, assembling 1094-C transmittals and 1095-C forms, submitting forms to IRS, correcting IRS rejections.

Confidential, Carrollton, TX

Policy and Procedure Writer

Responsibilities:

• Developed procedure documents for business functions
• Loan Processing, Reverse Mortgage, Accounting, Payroll, Secondary Marketing, others.

Confidential, Dallas, TX

Contract Technical Writer

Responsibilities:

• Returned for short contract at client’s request.
• Converted 35 Investment Accounting documents to policy format.
• Completed six end-user training documents for rollout of Workday system.
• MS Office, SharePoint 2010.

Confidential, Plano, TX

Contract Copy Writer

Responsibilities:

• Procedure Management/Group Operations
• Created/maintained procedure documentation for Home Loans Fulfillment.
• Facilitated transition from StatusMart system to iFulfill.

Confidential, Dallas, TX

Technical Documentation Writer

Responsibilities:

• Maintained customer relationships and supported automotive industry compliance: Assembled Production Part Approval Process documentation from multiple sources
• Expedited smooth transition of all TI devices from wafer fab facilities in Japan and Houston to facilities in north Texas by creating CoDCs reflecting new manufacturing conditions and test results. Maintained/co-managed CoDC project for the transfer.
• Increased employee productivity by revising the publication template for quality specifications.
• Wrote/revised semiconductor quality specifications for clarity, consistency, correctness.
• Improved business processes and preserved TI “tribal knowledge”: Documented and tracked existing procedures to facilitate efficiency and leverage expertise and data sources.
• Increased usability of proprietary quality tracking system used by all TI employees: Redesigned key input sequences, revised online help, tested updates, co-authored training.
• Facilitated information transfer to TI employees:
• Designed and developed training for use TI-wide: Automotive market standards/and procedures, Customer Return process
• Design/maintain SharePoint sites for wide use and for internal projects

Confidential, Plano, TX

Contract Technical Writer

Responsibilities:

• Wrote and maintained policies and procedures. Business analysis, project management, structured documentation, process flow alignment, Information Mapping, SharePoint, MS Office 2007, Visual Source Safe, ARIS.

Confidential, Dallas, TX

Contract Technical Writer

Responsibilities:

• Created 100 system documentation and technical procedures for IT and proprietary cash-management applications for the administrative arm of a private equity firm.
• Created content for departmental intranet, administered department web pages. MS Office, SharePoint 2007, Doc-to-Help.

Confidential, Dallas, TX

Contract Technical Writer

Responsibilities:

• Created XML-based technical reference manuals, application reports, data sheets for engineers incorporating software components in custom wireless telecom applications.
• Created writing templates and procedures for XML-based content management.