SUMMARY:

• Develop single - source documentation for a variety of audiences (e.g., user and training guides, quick reference, and context-sensitive help)
• Gather requirements and create original, written and visual content
• Design document templates and modify as appropriate for audience and type of content
• Technical Editing, Software Testing, Applications & Systems
• Edit, reformat, and rewrite existing documentation
• Experience with Chicago, GPO, AP, and MIL-STD styles
• Informal software testing in conjunction with document development
• Work with developers to ensure compliance with design and specifications
• MS Word and Adobe FrameMaker v3 - 2015 (primary authoring tools)
• Familiar with Snagit, PaintShop Pro, Visio, Excel, Adobe Illustrator, Acrobat, ClearCase, CVS, JIRA, PowerPoint, SharePoint, Documentum, UNIX vi and GNU Emacs
• Experience with UNIX, Windows, and Mac OS

PROFESSIONAL WORK HISTORY:

Confidential, Dallas, TX

Sr. Technical Writer

Responsibilities:

• Coordinated with subject matter experts (SMEs) and product developers to gather technical requirements to create user/training manuals for the ETAN’s FASTLane back office tolling application and internal help desk systems.
• Copyedited and reformatted Information Technology and CPA policy documents.
• Worked with Information Technology to assist in developing documentation for complex infrastructure projects.
• Created templates for a variety of document types to ensure the consistency and continuity of ETAN’s documentation across all lines of business.

Confidential, Arlington, TX

Sr. Technical Writer

Responsibilities:

• Edited, rewrote, and reformatted System Services policy documents for the Confidential Innovative Technology Solutions group; ensured documents were compliant with identified Confidential gaps, regulatory requirements and Confidential ’s policy standards; ensured policies cited appropriate external references.

Confidential, Irving, TX

GRC Technical Writer

Responsibilities:

• Audited, analyzed, and rewrote policies, processes, and procedures for Confidential, Information Management; ensured documents were compliant with applicable federal regulations (e.g., NIST, PCI), PMBOK guidelines, and the organization’s ITIL standards.

Confidential, Allen, TX

Technical Writer

Responsibilities:

• Developed templates; created and edited requirements documents.
• Edited and formatted the contingency plan, disaster recovery plan, and business impact analysis.

Confidential, Dallas, TX

Technical Writer

Responsibilities:

• Created reference and procedure manuals for configuring, staging, installing, and managing new network hardware for Confidential ’s store refresh project.
• Photographed and edited device images.
• Device management platforms.

Confidential, Charlotte, NC

Sr. Technical Writer

Responsibilities:

• Worked with developers in an Agile environment to create high-level design documents, from JIRA input, for the major components of the Enterprise Messaging Archive Validation Platform.
• Designed, created, and successfully tested templates in Adobe FrameMaker for an Installation & Configuration Guide, User/API Guide, Integration Guide, and System Administration Guide.

Confidential, Winston-Salem, NC

Technical Writer

Responsibilities:

• Updated material to facilitate transition to a new vendor management system; developed detailed, in-house user guides and quick reference guides; created vendor demonstration scripts.

Confidential, Mason, OH

Technical Writer

Responsibilities:

• Researched and audited client knowledge base to facilitate transfer from Remedy to a new knowledge management system; drafted new work level instructions for globally located customer support centers; updated and rewrote help desk knowledge articles to include metadata and ITIL categories; published to SharePoint.

Confidential, Fort Mill, SC

Technical Writer

Responsibilities:

• Authored and edited user and support documents for Confidential ’s health information exchange (HIE) solutions.
• Designed and authored the Physician Portal User Guide.

Confidential, Charlotte, NC

Technical Writer

Responsibilities:

• Worked with telephony engineers to develop and format content for testing, training, support, and operations documentation for Confidential Voice Transformation Project.

Confidential, Charlotte, NC

Sr. Technical Writer/Editor/Analyst

Responsibilities:

• Generated and maintained a data dictionary comprising more than 150 custom and standard Salesforce.com objects.
• Provided editing and formatting.
• Assisted in developing process maps and documentation. Attended training for Salesforce.com Tier 1 support.
• Edited and reformatted the Technical Operator’s Manual for the Advanced Video Support & Operations (AVSO) group.
• Drafted procedures for the object carousel frequency change and developed the Start Over Schedule Provisioning document.

Confidential, Houston, TX

Sr. Technical Writer

Responsibilities:

• Gathered, organized, and input information into an approved proposal outline; worked with subject matter experts (SMEs) to refine draft responses to requests for proposals; edited and rewrote material as needed.

Confidential, Oklahoma City, OK

Sr. Technical Writer

Responsibilities:

• Designed and developed procedure guides for the Infrastructure & Database Services and Corporate & Administrative Services departments.
• Worked with Oracle and SQL database administrators and managers to create templates and documentation for security, database migration, maintenance, and data archiving.