Sr. Technical Writer Resume

SUMMARY

Accomplished Technical Writer with more than 30 years’ experience in all aspects of documentation production, including analysis, content creation, editing, and publishing. Highly adaptable and team player. Adept at gaining expert - level knowledge quickly and producing online and printed documentation .

TECHNICAL SKILLS

Microsoft Office Professional Plus 2016
Adobe Technical Communication Suite 4 FrameMaker 11, RoboHelp 10, Acrobat XI Pro
Visio, Snagit 11, Paint Shop Pro, WebEx MS Project 2016, SharePoint
Familiar with the Microsoft Manual of Style for Technical Publications and the Chicago Manual of Style
Information Mapping and ISO 9000

PROFESSIONAL EXPERIENCE

Confidential

Sr. Technical Writer

Responsibilities:

Gather, validate, and write knowledge base articles, training material, end-user documentation, operations manual, and technical user guides to support future maintenance and problem solving.
Work with ITSM team to evaluate documentation needs.
Assist with design, development, and creation of ITSM-related material.
Work with ServiceNow Process Architect to document the ITSM - Change Management (CM) business process implementation.
Write policy articles regarding the CM business process.
Write and edit user guides for using ServiceNow to manage production and non-production change requests.
Create Visio diagrams outlining the CM work flows.
Edited articles for the ServiceNow Knowledge Base.
Interact and establish a working relationship with various departments to produce the final document.
Work with IT Management to evaluate documentation needs for the Knowledge Management Documentation team.

Sr. Technical Writer/Technical Writer

Confidential, Atlanta, GA

Responsibilities:

Create and update all types of documentation (training, technical, user manuals; job aids, online help, wikis; technical notes, and checklist) for existing and new products.
Track up to 20 projects at one time with varied due dates, content and SMEs.
Analyze existing and potential technical content for use in user documentation.
Oversee and synchronize the documentation with the product release schedule, resulting in meeting all deliverable dates.
Interact and establish a working relationship with management, various departments, and third party vendors to produce the final document.
Upload content, administer, manage, and assist check in/out documents and version control in SharePoint.
Co-create and update company-wide documentation standards for Online Help and an Online Library.
Create and update new styles and templates being used by the company which improved documentation usability.
Provide leadership to a team of Technical Writers.•
Create and update policies, processes, and procedures for various departments.
Conduct low-level QA resulting in correction of software bugs prior to release.
Troubleshoot both software and hardware problems for the Documentation department.

Director of Documentation and Training

Confidential

Responsibilities:

Updated and created all types of documentation (user, training, technical manuals, and online help) for existing products and new products.
Tracked multiple projects at one time with varied due dates, content, and SMEs.
Interacted and established a working relationship with management, various departments, and third party vendors to produce the final printed document.
Coordinated the documentation with the software release.
Responsible for overseeing the documentation schedule of the product release and specifically for the Documentation department.
Created company-wide documentation standards for Online Help and an Online Library.
Created and updated new styles and templates used by the company.
Conducted quality assurance resulting in correction of software bugs prior to release.
Created policies, processes, and procedures for various departments.
Managed the QA department during transition period for new manager.
Troubleshooted both hardware and software problems for the Documentation department.