PROFESSIONAL EXPERIENCE:

Document and Knowledge Management Lead/Senior Technical Writer

Confidential

• Write technical and end - user documentation, including user guides, installation guides, policies and procedures, and IT audit documentation for internal and external client delivery according to ITIL principles.
• Perform substantive editing and review of deliverables and manage publishing processes.
• Research and conduct discovery and interviews with local and remote resources in order to complete deliverables.
• Coordinate documentation reviews with stakeholders and Corporate Quality.
• Prepare and release deliverables to the web and archive through content management and knowledge base systems.
• Writing, editing, and maintaining documentation for the internal/external client knowledge bases, including interviewing subject matter experts and requesting reviews for release. This involves creating collection lists and performing work needed to take to review, update, create, or retire knowledge.
• Coordinate, write, edit, and maintain artifacts needed for CMMI and ISO audit compliance and collect evidence to support compliance.
• Create and own web-based internal content management repository, including design, construction, maintenance, cataloging, and security.
• Serve as Document Champion, owner and point of contact for document management principles, policies, procedures, and tools needed to provide staff with information to meet client service requirements. The role is the focal for document management-related issues or questions; oversees the document management activities and facilitates process and procedures; and works with the Quality Leader to ensure quality, consistency and audit compliance.
• Tools used include Microsoft Office Professional, Microsoft Visio, Microsoft SharePoint, HP Service Manager, ServiceNow, Adobe Acrobat Pro, and SnagIt.

Senior Technical Writer

Confidential - Pittsburgh, PA

• Create FDA-compliant technical and end-user documentation in an Agile environment, including user guides, installation guides, quick start guides, and release notes for commercially available systems and applications for digital pathology and histology systems (oncology diagnosis and research); perform substantive editing and review of deliverables and manage publishing processes.
• Create context-sensitive online help and manuals as end-user-facing documentation.
• Research and conduct discovery and interviews with local and remote resources in order to complete deliverables.
• Coordinate documentation reviews with stakeholders and Quality Assurance.
• Coordinate product labeling and translations with Regulatory and Quality Control personnel.
• Perform Verification and Validation quality assurance testing on applications and online help.
• Prepare and release deliverables to the web and archive through content management systems.
• Tools used include Microsoft Office Professional, Adobe Technical Communications Suite 5 (including SharePoint interfaces for content management, RoboHelp 11, FrameMaker 12, and Captivate), Adobe Acrobat Pro, SnagIt, Visual Studio (version control), JIRA, and HP Quality Center.

Program Manager/Senior Technical Writer

Confidential - Pittsburgh, PA

• Manage documentation creation, production, and delivery for plant operations and applications.
• Manage the Intellectual Property Development project for implementing security controls and governance over intellectual property and proprietary work processes, ensure compliance through monitoring and audit activities, write departmental policies and procedures in support of the project, train employees, and manage the schedule for filing of patent applications with inventors and Legal.
• Coordinate proposal preparation, writing, review, approval, and delivery according to schedule with local and distributed teams worldwide.
• Create and deliver executive-level presentations in support of program management initiatives.
• Create technical and business documentation, including policies and procedures, user guides, system configuration instructions, engineering documents, standard/safe work instructions, instructional materials, operations/installation manuals, assembly instructions, SOPs, technical/research papers, white papers, invention records, executive presentations, training presentations, and process flows.
• Read drawings and blueprints to obtain information for engineering documents and orders.
• Design and manage a repository (database) of documentation to ensure secure access and revision control.
• Partner with IT to select and test solutions for network file/content management systems.
• Assist with technical migrations and provide training to end users for technical and administrative processes.
• Participate in cross-functional teams, including a site-wide Document Management implementation.
• Tools used include Daptiv (project management), SharePoint, the Microsoft Office suite, and Adobe Acrobat Professional.
• Received extensive safety and human performance training for production-related processes and equipment, chemical and industrial hygiene, and personal protective equipment.

Senior Technical Writer

Confidential - Pittsburgh, PA

• Create technical/end-user documentation, including requirements, user guides, installation guides, HW/SW/ FW guides, service bulletins, quick start guides and release notes for commercially available systems and applications for the cable and Internet television and voice industry (including RF technologies); perform substantive editing and review of deliverables and manage publishing processes.
• The systems monitor and measure video quality, Broadband and VoIP/SIP quality; provide status monitoring of CATV and IPTV vide0 systems; and configure and monitor DOCSIS transponders over hybrid fiber-coaxial infrastructure (IPv4/IPv6). These systems are used by Global Operations/Network Operations Centers, system engineers and network technicians.
• Install builds and configure hardware/software/firmware environments for documentation purposes (Windows, Linux, UNIX, Solaris and Mac OS).
• Research and conduct discovery and interviews with teams in Pittsburgh and Sunnyvale in order to complete deliverables.
• Tools used include Microsoft Office Professional, Adobe Technical Communications Suite Version 3.5 (including SharePoint interfaces for content management, RoboHelp, FrameMaker, Captivate and Adobe Acrobat X Pro), SnagIt, Trac, Bugzilla and HP Quality Center.
• Prepare and release all deliverables to the web and archive (including HTML help, WebHelp, Adobe PDFs, ePub, and iOS applications).
• Coordinate documentation reviews with stakeholders and Quality Assurance.

Senior Technical Writer

Confidential - Pittsburgh, PA

• Create technical/end-user documentation and release notes for Windows and web formats in support of a commercially available software application supporting the transaction of Exchange-Traded Instruments on global financial markets.
• Install builds and configure software environments.
• Tools used include Microsoft Office Professional (Word, Excel, PowerPoint and Publisher), Adobe Acrobat X Pro, SnagIt, JIRA, SharePoint and HP Quality Center.
• Prepare and release all deliverables to the web and archive.
• Perform substantive editing and review of deliverables and manage the publishing processes.
• Coordinate documentation reviews with stakeholders and Quality Assurance.

Lead Business Analyst/Technical Writer

Confidential - Pittsburgh, PA

• Analyze client health insurance systems and business functions to determine the requirements, functionality, design, and content of customer-facing web-based products.
• Lead business requirement gathering sessions for products and supporting systems by interviewing clients and subject matter experts to determine present- and current-state system functionality and business objectives.
• Creating and reviewing user stories, use cases and data/system integration points in support of project development requirements and design considerations in an Agile envir0nment.
• Create site content to support the user experience.
• Create project tracking materials and draft meeting minutes.
• Coordinate reviews and approvals with project stakeholders.
• Collaborate with cross-functional teams including User Experience, Development, Quality Assurance and Product Management to craft delivered systems from concept to client acceptance and delivery.
• Create technical documentation, business support materials, presentations and communications for external clients and internal purposes.
• Perform substantive editing and review of deliverables.
• Attend client conferences and meetings.
• Prepare and release all deliverables to the web and for archive.
• Tools used include Microsoft Office Professional (Word, Excel, PowerPoint and Visio), Adobe Acrobat X Pro, Confluence, SharePoint and JIRA.

Senior Technical Writer

Confidential - Pittsburgh, PA

• Create technical documentation, release notes and on-line help for Windows and web formats in support of a commercially available software application supporting Behavioral Health clinical diagnosis, patient intake, administration, and billing/claims processing functions.
• Tools used include Microsoft Office Professional (Word, Excel, PowerPoint and Publisher) and Doc-To-Help Enterprise.
• Prepare and release all deliverables to the web and archive.
• Perform substantive editing and review of deliverables and manage the publishing processes.
• Coordinate documentation reviews with stakeholders and Quality Assurance.
• Attend client conferences and meetings.

Senior Technical Writer/Business Process Specialist

Confidential - Pittsburgh, PA

• Manage documentation and plan large-scale documentation projects in support of global business excellence alignment initiatives for Bayer Business and Technology Services (Data Center, Communications, E-Business, Quality Management, etc.).
• Document/diagram the service workflows and detailed business processes in order to harmonize business and technology operations globally.
• Design and write departmental documentation for BBTS operations.
• Capture business processes with BBTS work groups to facilitate global alignment.
• Prepare and deliver high-level PowerPoint, WebEx and Lotus Notes SameTime presentations for global project and status meetings.
• Used and reinforced ITIL practices.
• Translate documents.
• Tools used include SharePoint, Lotus Notes, Microsoft Project, Microsoft Office Professional (Word, Excel, PowerPoint and Publisher) and Microsoft Visio.
• Prepare and release all deliverables to the web and archive.
• Supervise all substantive editing and review of deliverables and the publishing processes.

Project Leader/Senior Technical Writer

Confidential - Pittsburgh, PA

• Project leader/manager for various high-visibility, high-priority corporate projects for integrating documentation, processes and web site content for all merged corporate components of the Confidential .
• Manage technical documentation and web-site based projects, personnel and processes for Confidential 's Technology Services Group.
• Used and reinforced ITIL practices for service management for the Service Management department.
• Collect, calculate and report metrics for measuring various types of project and staff progress and process improvements.
• Prepare and deliver high-level PowerPoint and WebEx presentations to communicate integration efforts, TSG initiatives and other departmental projects.
• Prepare web-based training demonstrations using DemoWorks and WebEx.
• Manage, train and mentor Junior Technical Writers to improve their software skill sets and technical writing, editing and information-gathering techniques.
• Design documentation templates and plan large-scale documentation and accompanying web site projects.
• Design and write departmental flyers and presentations.
• Test web site content for functionality, adherence to requirements and usability.
• Tools used include Lotus Notes, Microsoft Project, Microsoft Office Professional (Word, Excel, PowerPoint and Publisher), Microsoft Visio, Adobe Dreamweaver and the SnagIt graphics capture and editing package.
• Prepare and release all deliverables to the web and archive (Lotus Notes database).
• Supervise all substantive editing and review of deliverables and the publishing processes.
• Hours recorded on the HP PPM and IQ Navigator systems.

Lead Customer Support Professional

Confidential - Philadelphia, PA

• Manage all technical documentation projects, personnel and processes for CIM's Operation department; manage content ingestion projects and personnel.
• Configure and administer Daptiv project management application/dashboard and assign/track all work assigned to my direct reports.
• Manage and mentor two (2) CIM Operations technical writers and their documentation projects and processes for CIM web products for external and internal use. Used and reinforced ITIL practices for service management in the Operations department.
• Manage and mentor content ingestion team of up to 15 video editors, photo editors, editorial assistants and data validation analysts for the Fancast.com web site. Wrote user and training manuals for internal tool used by the content team for ingesting and editing images and metadata for use on Fancast.com.
• Administer and manage all budget expenditures, client relationships and expectations and vendor contract negotiations for technical writing and web content projects.
• Collect, calculate and report metrics dashboards for measuring various types of cross-functional projects and monitor progress and process improvements.
• Coordinate all dashboards, staff meetings, training and administrative functions for direct reports. Conducted performance evaluations of direct reports. Wrote and researched policies and procedures for various cross­functional departmental and interdepartmental processes.
• Conduct business analysis and write documentation/content for the entertainment web site Fancast.com and all internal systems used to provide content to the site, including the editorial ingestion and content management systems.
• Prepare reports for CIM senior management. Provide site content for Fancast.com, including FAQs created in HTML and rendered in Dreamweaver for site use.
• Write and distribute playbooks in order for content and business partners to provide information and other data for site use.
• Conduct several types of QA testing via various types of test methods; write use cases and test cases for Fancast.com and Comcast.net in Mercury Test Director/HP Quality Center; prioritize and designate defect severity levels and assign those defects to developers for fix/resolution.
• Create and distribute customer surveys for capturing client and stakeholder satisfaction metrics for services rendered by my project teams.
• Manage the team intranet page on the CIM division web site.
• Tools used include The Adobe Technical Communications Suite (RoboHelp, Captivate, FrameMaker and Adobe Acrobat), JIRA (administrator), Confluence (administrator), Daptiv (eProject administrator), Microsoft Office Professional (Word, Excel, PowerPoint, Publisher), Microsoft Visio and the SnagIt graphics capture and editing package. Prepare and release all deliverables to the web and archive. Supervise all substantive editing and review of deliverables and the publishing processes.