Senior Technical Writer Resume Charlotte, NC - Hire IT People

SUMMARY

Technical writer and business professional with 15 years of experience in the information technology field.
Portfolio of experience includes Confidential VoIP, Call Manager, Unity, CME, network administration, telecommunications, business analysis, project management, technical writing and editing.
Extensive experience collaborating with subject matter experts to articulate complex concepts to targeted audiences.

TECHNICAL SKILLS

Network+, A+, Confidential Call Manager & Unity, Visio, MS Office (Word, Excel, PowerPoint), SharePoint, SnagIT, AuthorIT, Madcap Flare, Articulate, Camtasia, Captivate, Remedy, Office 365

PROFESSIONAL EXPERIENCE

Confidential, Charlotte, NC

Senior Technical Writer

Responsibilities:

Technical Writer for the Contact Handling Technologies Interaction Routing Engineering group.
Create network engineering design documents, templates, user guides and Visio diagrams
Train additional technical writing personnel on established documentation approaches; work with subject matter experts to write/edit technical documentation; perform SharePoint site admin.

Technical Writer/Business Analyst

Confidential, Charlotte, NC

Responsibilities:

Plan, write, and edit process, procedural, policy, presentations and “how to” guides.
Mentor and train junior and mid - level writers on documentation standards, processes, and tools.
Complete documentation using standard processes and style guides.
Interview with subject matter experts (SME) and managers.
Work as a liaison obtaining reviews and approvals of documentation from management.
Utilize the following software: SnagIT, MS Lync, Office 365 and SharePoint.
Relevant experiences in documenting requirements specifications.
Involved in other parts of the project lifecycle, such as stakeholder interviews, problem-solving meetings and user acceptance testing.
Managed 350+ technical playbooks for stakeholders to ensure the Playbook content adhered to the company governance standards.
Partnered with our Enterprise Availability Coordination Office (EACO) Channel Managers and Application Managers to both support the annual playbook s as well as build any new playbooks for our EACO Lending channels.
Interview software engineers, managers, and other SMEs to publish and maintain technical playbooks documentation.
Project Management Support and SharePoint Support.
Monitored the availability of systems (Mainframe, Network, Server, and Batch), applications and overall infrastructure from a line of business view to ensure response times met standards, maintained service levels and monitored batch processing for any delays.
Managed and facilitate a technical support bridgeline.
Utilize diagnostic tools: Netcool, CIV Introscope, ATM/POS, General Nelson, Smarts, D Confidential Center Online, and BatchMon to ensure overall system availability.
Coordinated problem-solving efforts by bringing the right groups together, managed production bridge lines, captured and documented key information sent notifications and utilized playbooks to ensure availability was restored as soon as possible.

Confidential, Charlotte, NC

Telecom & VoIP Network Analyst

Responsibilities:

Provided support (hardware/software/telephony) for day-to-day operations of Oasis Softphone, Aspect ACD, and Confidential IPCC environment.
Administrated and Supported Nice Solutions 8.9 - NICE call recording application.
Monitored and resolved IP Telephony infrastructure issues (Routers, Gateways, Switches, Confidential Unified Communications Manager (CUCM) and Unity Voice Mail.
Supported Nortel PBX systems / VoIP switches, Avaya Voice Systems, Aspect switches, Call Center ACD Systems, IPCC, Confidential Routers 2800, 6500 and 12000 series.
Extensive knowledge of layer 2 telephony transports (ISDN PRI, T1, DS-3, etc) and troubleshooting.
TDM/PBX (Nortel and Avaya) production support experience.
Administered Confidential Unified Communications Manager (CUCM) v4.1 - v6.1, Call Manager Express and Unity v4.0 - 7.0 applications supporting incoming/outgoing verification, phone set, and programming verification.
Provisioned and engaged LEC and Long Distance carriers/circuit suppliers to resolve repair issues.
Resolved hardware and software issue with Avaya, Aspect, Meridian, Norstar, and Confidential IP Phones 79xx.

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Senior Technical Writer Resume

Charlotte, NC

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