SUMMARY:

• Versatile Technical Writer with 9 years of experience writing documentation in the software and telecommunications industries targeted to software developers, support engineers, consumer, and business audiences.
• Working in software development environments that follow Waterfall and Agile development methodologies.
• Experienced documenting user - interface designs according to established high-level design specifications, business, and functional requirements.
• Experienced writing and editing Knowledge Base (KB) articles targeted to stakeholders in customer service, technical support, subject matter experts, program managers and project managers.
• Experienced writing how-to, problem-resolution, F.A.Q.s, and policy & process articles.
• Familiar with Microsoft’s Manual of Style for Technical Publications (MSTP).
• Demonstrated ability to adhere to corporate content standards and style guide rules.
• Proficient with Microsoft Windows XP, Windows 8, and Mac OS X
• Intermediate experience using Microsoft Office 2016 (Word, PowerPoint, Excel, Outlook, Visio, SharePoint) for Microsoft Windows and Apple Macintosh operating systems.
• Basic experience using Microsoft Visual Studio Team Foundation Server Ultimate 2013 and Visual Studio Online 2013.
• Intermediate experience using Adobe Creative Suite 6 - Acrobat, Dreamweaver, Photoshop, and Illustrator.
• Intermediate experience creating screenshots using TechSmith Snagit.
• Basic Web development experience hand coding XHTML and Cascading Style Sheets (CSS).
• 7 years call center experience supporting desktop publishing and CRM software applications.
• Strong verbal and written communication skills.

PROFESSIONAL EXPERIENCE:

Confidential, Redmond, Washington

Senior Technical Writer

Responsibilities:

• Create and maintain various types of guides, operations guides, onboarding guides, and release notes specified by the requirements in the sprint product planning sessions and in the documentation user stories.
• Collaborate with Software Engineers and Testers to create and maintain software API guides related to on-premise and cloud-based code signing technologies.
• Conduct documentation reviews targeted to the audiences consuming the document deliverables.
• Create and manage documentation user stories and assigned tasks in Visual Studio Ultimate 2013 and Visual Studio Online 2013.
• Participate in daily Scrum stand up meetings providing status about my assigned tasks and user stories.
• Participate in Sprint product planning iteration and closing retrospective meetings.
• Comply with and attest to data security standards and practices set forth by the client, Avanade and Accenture.
• Store HBI artifacts in secured SharePoint sites and in Visual Studio Source Control project folders.

Confidential

Technical Writer

Responsibilities:

• Wrote, edited, and maintained internal documentation targeted to stakeholders in Confidential & Confidential 's Mobility IT Solutions and Emerging Devices Delivery business divisions.
• Collaboratively worked with the EOD Development Manager, Network & Application Architects, and the Project Management teams to produce and edit high-level design & scoping documentation and business requirements using IBM’s Rational RequisitePro requirements management and use case software.
• Performed weekly content maintenance duties of the Emerging Devices Architect’s SharePoint site.
• Lead documentation review meetings with Project Managers, Subject Matter Experts and business stakeholders.

Confidential

Technical Writer

Responsibilities:

• Wrote the “Name ID” Administrator’s User Guide for Confidential, a Cequint telecom customer.
• Wrote the “Caller Name ID” Manual for Confidential, a Cequint telecom customer.
• Edited the Original Equipment Manufacture Integration guides under the guidance of the Vice President of Carrier Solutions.

Confidential

Technical Writer

Responsibilities:

• General working knowledge of EOD’s Web portal, Admin portal, billing system, and provisioning system.
• Wrote/edited body copy for Confidential & Confidential ’s Emerging Devices Organization (EDO) website.
• Updated and edited technical briefs, white papers, and marketing program guides for EDO.
• Created/maintained/administered a top-level and sub-level Microsoft SharePoint 2007 site used for a department internal-only content repository.
• Created/edited Microsoft PowerPoint decks used by department management for webinars.
• Conducted documentation reviews for internal EOD and EDO stakeholders.
• Collaborated with Confidential User Acceptance and Product Development teams on documenting user interface features of the EOD Web portal.

Confidential

Content Writer/Editor

Responsibilities:

• Wrote/edited internal Knowledge Base articles for Pre and Post Sales Representatives and Technical Support agents using a proprietary content management tool known as Visual KB.
• Posted and published Readiness Information Announcements (RIAs) in the Sales and Support portals for Product Release Services, Service Delivery Management, and North America Customer Support.
• Collaborated with the Content Project Manager and Knowledge Analyst (Senior Editor) to adhere to Microsoft’s Global content standards and MSTP style guide rules.
• Adhered to stringent service level agreements by tracking and managing content deliverables using Product Studio and the Content Change Request content management tool.
• Performed research using Microsoft Web sites (internal and external SharePoint sites).
• Special projects included rewriting service program articles, testing new content templates, and helping with implementing Knowledge Management best practices.
• Represented the Product Quality Online (PQ&O) team Confidential the weekly Content Change Request meetings.

Confidential

Technical Writer/Editor

Responsibilities:

• Wrote/edited knowledge base articles for Intuit’s internal and external Web support site for Quicken and QuickBooks personal financial software applications.
• Worked closely with the Senior Technical Writer and Editor to adhere to the online content standards and style guide formats.
• Collaborated with Subject Matter Experts (SMEs) and Support Agents to quality control check documented user interface process steps for Quicken and QuickBooks software applications.
• Special project involved hand coding in XHTML and CSS the online content style guide used by the Content Writing team.

Confidential

Technical Support Engineer

Responsibilities:

• Provided front line phone and e-mail support for Confidential eServer applications for Windows NT 4.0 Server.
• Maintained excellent writing and editing standards by contributing content to the Confidential knowledge support database.
• Provided 24x7 on-call support on a team rotation basis.

Confidential

Senior Software Support Specialist

Responsibilities:

• Handled level 3 escalated Acrobat technical and presales support calls advanced from all divisions of Adobe.
• Conducted reactive research and testing on Adobe Acrobat Products and the PDF file format.
• Created technical support knowledge based articles for Adobe Acrobat, and the PDF file format.
• Participated in Adobe trade shows assisting classroom trainers, and show participants, helped with setting up and breaking down Windows and Macintosh computer equipment.