SUMMARY

A Network and ITIL-certified technical writer and technical trainer with a diverse technical background in IT support, desktop computer support, college course instruction, higher education, and Navy nuclear energy and electronics maintenance and training.

EXPERIENCE

Confidential

Responsible for all phases of technical document production, including writing, editing, publication, and production coordination for technical writers. Supervise technical writers and editors. Set production priorities and policies. Coordinate with and respond to the technical and business writing needs of SMEs in various City of New York agencies. Collaborate with City and Northrop Grumman project leads to produce documentation at varying levels of technical complexity and detail.

Technical Writer

Confidential

• Work with engineers, managers, City of New York agencies to create technician/user-level technical materials, operations manuals, procedures, etc., for the New York City Wireless Project NYCWiN , an upgrade to existing New York City communications channels commissioned as a follow-on to the 9/11 event. Sifted through engineering-level wireless, Voice Over IP, and TCP/IP information from a variety of sources and edited/adapted/redacted it for various other audiences.
• Wrote and taught six technical courses for the NYCWiN Network Operations Center NOCC personnel and for various New York City employees e. g., NYPD, FDNY on wireless technology, use of specific graphical user interfaces, installation and troubleshooting wireless equipment in City vehicles, troubleshooting equipment remotely from the NOC, routing and TCP/IP communications protocols, and other technical topics. Compiled, collated information, wrote letters and reports on various non-technical subjects for Northrop Grumman project management up to and including the project vice-president.

Confidential

Collated materials from various technical sources into coherent packages for learners/students performed general administrative duties.

Confidential

• Collected, collated, and documented various Global Information Grid GIG and other intra-service network interoperability testing procedures with DoD civilians. Edited and delivered as appropriate for various diverse audiences.
• Participated in and wrote test reports for DICE 05 and 06 the Defense Interoperability Communications Exercise as a tester on various Army/Navy/USMC/Air Force/DHS HF and UHF radio systems, video teleconferencing systems, satellite data links, and other communications systems.

Confidential

• As a supervisor in the CPS/SAIG technical support call center:
• Wrote weekly and monthly reports for the U. S. Department of Education.
• Wrote and delivered yearly employee performance evaluations.
• Created and delivered two-week training courses in technical support operations for all new employees trained initial cohort of employees for additional contract awarded in February, 2004.
• Coached, monitored, and directed the work of three Customer Service Representatives and eight Information Specialists who answered technical support phone calls, wrote network messages, edited software documentation, worked with mainframe processors, and cooperated with various Department of Education entities in the federal financial aid program.
• Interviewed, selected, and trained new job candidates.
• Contributed to collective management decisions of CPS/SAIG Technical Support.
• Provided technical input to software developers.
• Delivered second-level technical support to CPS/SAIG callers.
• As a supervisor in the Transportation Security Administration call center:
• Coached, monitored, and directed the work of 25 team members.
• Trained the initial cohort of phone representatives.
• As a Customer Service Representative in CPS/SAIG Technical Support call center.
• Wrote network messages for distribution to all schools enrolled with the U. S. Department of Education for federal financial aid.
• Wrote and posted solutions to problems posed on a publicly moderated Department of Education listserver.
• Handled front-line phone calls assisted with software installation troubleshot computer hardware, software and operating system difficulties solved federal financial aid processing problems for aid administrators at 9,000 colleges, universities, and trade schools throughout the United States.
• Attended national conferences, made public presentations on technical topics to Financial Aid Administrators, provided face-to-face technical support to attendees.
• Served as liaison with various Department of Education entities.
• Trained . Department of Justice personnel on the newly established internet-based Victim Notification System.
• Pearson bought by Vangent Corporation and is no longer called Pearson Government Solutions.

Confidential

• Responded officially via letter, phone, and email to customer complaints and allegations of tax software miscalculations.
• Supervised and trained the email support group.
• Handled first and second-level hardware and software support calls for Kiplinger TaxCut commercial income tax preparation software.
• Tested software.