SUMMARY

• Versatile and analytical technical writer with extensive experience using text, graphics, and other industry standard authoring tools to create on - line help and print documents for information systems, voice-enabled products, IT security, APIs, enterprise Web-based applications, and business processes and procedures.
• Expert and skilled in all aspects of software and documentation life-cycle development: task management planning, estimating, and scheduling; interviewing subject matter experts; researching, writing, editing, indexing, and working with graphics; coordinating and conducting technical, QA, and peer reviews; and publishing and delivering documentation.
• Audiences have included government and military personnel (DOT, DOD); IT security testers; physicians and medical personnel; onshore and offshore operational personnel; insurance claims processors; system, network security, and database administrators; retail clients; and others. Numerous awards for quality.

TECHNICAL SKILLS

Authoring/Work Tools: MS Word, RoboHelp, Framemaker, Adobe Acrobat, DITA: XMetal & Astoria Workbench. Microsoft Office: Outlook, PowerPoint, Excel. Web Content: HTML, XML. Graphics/Multimedia: Snag-it, Visio, Proshow Producer, Defect Tracking: TestTrackPro. Version Control: Perforce, SourceSafe. Shared Document Repository: SharePoint, OneNote. Remote Office: Skype, Centra, GoToMeeting. Agile: RallyDev.

Operating Environments/Other: Windows10/7//XP, DOS, Client-server, Unix. Web: wikis, weblogs, discussion boards, social media. E-learning: Blackboard, WebCT. Writing standards: FIPS Pubs/DOD/Mil Specs, Information Mapping, APA, MLA, Microsoft.

PROFESSIONAL EXPERIENCE

Confidential, Quincy, MA

Senior Technical Writer

Responsibilities:

• Developed new MS Word documentation template with advocacy for topic-based approaches to upgrade a 20-year old outdated “Info Mapping” doc set that required overhaul. Worked with business process owners and adjudicators to create new and revised Oracle Health Information (OHI) and EXP MACESS procedural doc for health insurance claims processing. Documented business processes to accompany procedures.

Confidential, Avon, MA

Senior Technical Writer

Responsibilities:

• As sole writer for leisure and swim products Import business, developed plan to create user documentation to support the operational use of their new Info CloudSuite business management software. Worked with business process owner SMEs to document business processes and procedures for employee use of CloudSuite.

Confidential, Manchester, NH

Senior Technical Writer

Responsibilities:

• As sole writer, worked with managers over multiple functional areas to author several processes and procedures for public telephone company telecommunications networks and SOC compliance for Information Security in Data Centers. Supported training for auditor compliance and created company standards and templates for documentation.

Confidential

Senior Technical Writer

Responsibilities:

• Worked remote with SMEs to author job guides used by IT security testers to identify, report and remedy static and dynamic security vulnerabilities in software applications and websites. Documented job responsibilities, processes and procedures as part of a multi-million dollar sale of their Software as a Service (SAAS) solution to a major government contractor. Exposure to Agile software development process.

Confidential

Senior Technical Writer

Responsibilities:

• Worked remote to author with DITA structured authoring using XMetalAuthor and Astoria Workbench; and Framemaker to drive, create and update documents for network engineering infrastructures. Exposure to Agile.

Confidential

Senior Technical Writer

Responsibilities:

• Used MS Word to create and document use of standardized MS Word template for network and security operations. Converted numerous SOPs to new template. Trained network engineers and managers in use/application of template.

Confidential

Creative Writer/Project Director

Responsibilities:

• Directed and managed projects for world class concept architectural designer/fine art muralist and illustrator, specialized in the creation of large classical European murals and exterior and interior designs, and hand-drawn architectural renderings for restaurants, casinos and entertainment complexes, retailers, and private homes. Wrote explicative narratives to augment art and architectural works for use in promotional materials. Engaged in business planning, writing, proposal preparation, and blog writing. Strategized marketing approaches to attract clients and pitched clients through presentation.

Confidential, Burlington, MA

Senior Technical Writer

Responsibilities:

• Worked collaboratively with product/project management, engineering, test teams and other writers to plan, design, write, direct, manage and fulfill large documentation tasks in a complex, process-oriented software development environment for users of state-of-the-art speech dictation and voice recognition products, including enterprise-wide, browser-based medical reporting software.
• Used RoboHelp to create several WebHelp and HTML Help online Help systems to describe and explain to physicians, medical transcriptionists, and law enforcement officers how to use state-of-the-art voice recognition and speech dictation applications in their daily work. Used MS Word, Framemaker, and Adobe Acrobat to create print documents.
• Wrote “What’s New” documents and release notes. Worked with system analysts to create HTMLHelp for SDK/API reference manual. Wrote site/server installation and configuration guides, and system administration manuals.
• Maintained a suite of 75 on-line help and print documents to support a Windows-based, voice-enabled speech dictation and recognition software product used by medical and law enforcement professionals.
• Used RoboHelp to develop WinHelp for multiple disciplines of product’s medical specialties and wrote quick reference and getting started guides for end users.

Confidential, Cambridge, MA

Senior Technical Writer and Trainer

Responsibilities:

• Used RoboHelp, MS Word, and WordPerfect to create and maintain documents supporting several software development and computer center projects for government transportation/defense agencies at the Volpe National Transportation Systems Center in Cambridge. Worked collaboratively over a 13 year tenure to develop and deliver the following types of documents:
• WinHelp for numerous Windows front-end/Oracle database information system applications supporting a large FAA telecommunications project in a client/server environment.
• User manuals, getting started guides; installation and system administration guides; requirements documents, system specifications, design documents, test manuals, configuration management manuals, standard operating procedures (SOPs), meeting agendas and minutes. User interface and editorial support for developer's on-line text, including error and system status messages and prompts, hint lines, and context-sensitive help
• Format, style and content standards guidelines including analysis and tailoring of agency standards (FIPS PUBS, 2167 Mil Specs) to meet project needs. Management presentations, marketing brochures, and newsletters; task plans, memos, status and productivity reports, and job descriptions.
• Prototype for distributed Intranet Web site to support system and database administrators in 11 regions nationally to perform their jobs of maintaining regional Unix databases and servers.
• Instructional design and training work included:
• Worked on team to design, develop and implement a training program to teach a transportation logistics management information system (LOG C3I) to U.S. Air Force management personnel. Supervised task for 6-month period; designed and developed task and training plans, training methodology, course curriculum and content, training materials, student and instructor guides, and hands-on exercises; coordinated site logistics for on-site and field training, created database for teaching; and traveled to instruct - facilitating student learning in the classroom by conducting lectures, presenting system demos, and administering hands-on exercises.
• Designed on-line tutorial for menu-driven system created using Bricklin DEMO II. Wrote specification and teaching scripts, and supervised development work. Provided training and documentation for Amdahl (VM/CMS) system installation. Wrote orientation guide, taught user orientation classes: lectures, system demos.