Technical Writer Resume Salisbury, MD - Hire IT People

SUMMARY

7 years of cross - functional technical writing experience in the IT industry.
Capable of quickly grasping complex concepts and explain them using plain language.
Strong analytical, verbal and written communication skills to accurately analyze, document and report while working independently or in a team environment.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Technical Writer

Confidential, Salisbury, MD

Responsibilities:

Documented current IT processes and procedures and made improvements based on the ITIL v3 framework for Markel Insurance
Developed new process and procedure documents as needed to support IT operations
Interviewed subject matter experts and conducted independent research in the creation of work instructions and end-user resources
Reviewed and edited documents as needed for the Service Management and Service Desk Services Director

Technical Writer

Confidential, Salisbury, MD

Responsibilities:

Continued duties from previous position as a technical writer/editor supporting the VITA noledge base.

Technical Writer/Editor II

Confidential, Lebanon, VA

Responsibilities:

Created and maintained noledge base documentation used by service desk analysts supporting the VITA Program
Interviewed support groups and IT staff at various state agencies to gather and verify information
Assisted the system administrator with creating and managing users accounts, managing the noledge base tool, propagating data across internal and external instances
Reviewed incident tickets and related noledge base articles to update, replace or retire documents as appropriate

Service Desk Professional

Confidential, Richmond, VA

Responsibilities:

Provided Tier 1, phone-based, technical support to Virginia state agencies and organizations under the Virginia Information Technologies Agency
Worked with support groups to identify opportunities for improvements to ticket handling
Supported co-workers as a technical resource by providing training and answering questions as needed
Created and maintained noledge base documentation