SUMMARY

• Technology is my passion. I have a knack for learning quickly and a natural curiosity for gadgets.Recently I've been employed as a technical writer in the cloud - computing finance industry. I am also working at the nation's fifth largest airport, in the IT department as the sole technical writer.
• Technical writing and training manuals / videos - An articulate communicator, recognized for calmly working through issues with customers who know little about computers and techies who appreciate clear succinct answers. Video tutorials can be seen here, written examples include here and here or by company.

AREAS OF EXPERTISE

• Software Testing
• Quality Assurance
• Focus on Human/Computer Interaction (HCI) + UX Design
• Data Disaster Recovery (Easus) Cloud & Local Backup(SAN/NAS)
• Infrastructure Reference Guides
• Help Desk System (Ticket creation, closure, updates)
• PC/Server Hardware Repair & Upgrades (PCI-E cards, GPU's, CPU's, RAM, SAS/SATA RAID, USB headers)
• Standard Operating Procedures, Reference Guides, and other Manuals (e.g. Use Case Studies)
• Networking Configuration of LAN & WAN with NAS (Apache, LDAP, white-listing, black-listing IPs, resolving IP addresses to domains through DNS)
• Windows
• Linux including GUI & CLI (Distro Agnostic).
• PC Anything, TDM/SIP Phone Systems, Teleprompters & Newsroom Systems
• Adobe Acrobat & Microsoft
• Office Suite (Pivot Tables)
• HTML Content Knowledge
• Management (e.g. Remedy)
• Technical Support: email, phone, IM, social media Customer Training (in-person & remote on-screen)
• Log, process, problem analysis (optimal resolution / mitigation)
• OS VM Installation/maintenance Android (ADB, etc.)
• Technical writing for documentation & tutorials

PROFESSIONAL EXPERIENCE

Confidential

Aviation Senior Technical Writer

Responsibilities:

• SOP (Standard Operating Procedures)
• Reference (Product/Project References)
• KM (Knowledge Management in taking document types above and entering them into a searchable Content Manager with version control)
• Propose & maintain doc. standards so that, as the information changes, the format won' Confidential .

Confidential

Technical Writer/Communicator

Responsibilities:

• SOP (Standard Operating Procedures)
• Reference (Product/Project References)
• KM (Knowledge Management web uploads, specifically in HTML to Remedy)
• Infrastructure Reference Guides (IRG's): extensive documents describing new product infrastructure and solutions.
• Attending and working with the team online with WebEx meetings
• Documentation Standards: bring documents in-line with Fiserv's expected format and content.
• Assigned to seven projects to attend meetings and document a comprehensive IRG for each. This is then converted into HTML and uploaded to Fiserv's web KM solution, Remedy.
• Project topics are mainly based on network or software solutions to help Fiserv provide the solutions its financial sector clients require to do business. Some examples are DMVPN software solutions bringing various banks to Fiserv's network for their business processing (e.g. loans), Updating Datacenter Network Connections with 3G/4G wireless connections (for redundancy), a new BA (business analytics) reporting software solution similar to SSRS but with a proprietary front-end using Oracle 12C, and staged decommissioning of Virtual Machines.

Confidential

Technical Analyst

Responsibilities:

• Supported software applications & phone systems running on top of existing technologies like SQL & Microsoft Server through email, phone, instant message and social media. Supported SQL Reporting Services and ASP based reports, oversaw server updates, phone tree menu programming, and ODBC link troubleshooting for flat-file (.MBD) to SQL Server updates (HL7 interface). Led peers in helpdesk creations. Worked with team to report & verify bugs using the Bugzilla platform .
• New & improved solutions: Enabled on-site technicians to run offline server updates for DoD servers without access to the public Internet and without removing the servers from the site to comply with security & logistics hurdles, Created a virtual machine at no cost to the company (VM using a Server 2008 Server trial) using the freeware WSUS offline update tool to create an update disk.
• Supported the Misawa AFB in Japan by working after hours to debug software updates and offer pre-assembled training PDF's. Troubleshooted an issue with a server that had been offline for over three years and discovered a line problem which triggered the COMM squadron identify & repair, enabling the hospital to handle twice as many calls at once.
• Found, installed and configured an alternative OpenERP to compare to the current favorite Dynamics. Configured Linux VM server to test run it on the network. Installed & configured Dynamics. Developed a presentation & made a set of guides for the sales team.
• Created Evernote notebooks to document this proprietary software including the main client & server-side components. Used Evernote's tagging capabilities to find answers to rare problems quickly while on the phone. Quickly became a go-to person for notes & troubleshooting examples.

Confidential

Software Support Engineer

Responsibilities:

• When the company unified the New York and Charlotte phone systems, enabled a discount by learning the system and serving as the go-to person for the installation, configuration and administration. Set up IVR's, FOP, a mix of queues for groups, and recordings. Managed user extensions; set up SIP clients (Zoiper) remotely. Created quick-start guides for common administration tasks.
• Worked with the developers to correct bugs prompting, newsroom, and video server software and help get out new versions to fulfill orders. Example of work here.
• As the sole Confidential representative responsible for getting India's first Hindi news channel off the ground, trained the staff to go live in a couple weeks- while integrating their Indian CG with a British-developed newsroom system being programmed remotely by a developer in New Zealand. Developed a training document.
• Worked with developers to test the latest version of server software to ensure HW/SW compatibility. When consumers reported non-working new controllers, noted that these controllers had a different circuit-board color. Prompted developers to update the firmware to recognize the new device, saving a potential failed product and avoiding product replacements.
• Coached vendors to rebuild server hardware RAID's, recorded video tutorials here . Used SnagIt make the best looking visuals in the shortest amount of time. Manuals here .

Confidential

IT Consultant

Responsibilities:

• Showcased company designs via this software to sell new clients during the mortgage crisis. Later, used Microsoft Publisher to create electronic and print advertisements with digital photography to avoid the $10,000 yearly subscription cost.