TECHNICAL WRITER

Over 15 years in the IT field with roles in publishing, hospitality, pharmaceutical and multi-media industries. Have delivered documentation on or in support of information technology, Customer Service and SDLC processes. Group facilitator with a proven ability to pull people together and connect with various personalities and management styles. Ability to expedite multiple tasks and maintain both detail and prioritization in a fast-paced environment. Technically proficient in Oracle remote data capture, UNIX basics, Novell NetWare, SDLC, INET, and MS Office applications.

PROFESSIONAL EXPERIENCE

Confidential

TECHNICAL WRITER

Contracted Resource for the Online Content and Communications Team/Workforce Development Responsible for updating, creating and maintaining online reference and performance support content by authoring online content and performance support materials using Documentum Web Publisher. Authoring content to align with corporate writing guidelines and voice of the customer. Tagging content with metadata to improve content reuse and ensure correct placement within online resources. Working with Product Management team to author various support content with the online resources. Working directly with Marketing, Customer Service and Sales to ensure correct and accurate product presentation. Partnering with cross-functional subject matter experts in creation of materials. Capturing operational business requirements in written form in a way that is easy to use for the end-user. Designing and/or loading documents and references into online resources.

Confidential

• Pharmaceutical Company notable for using recombinant DNA to create therapies to treat MS
• Contracted Resource
• As part of a Technical Writing Team, used MS Word, Adobe Acrobat professional, Captivate and VISIO with System Architects and Business Analysts to update existing documentation and create new documentation for an in-house Siebel CRM application in preparation for a company conversion to the Salesforce.com cloud-based CRM solution.

Confidential

A multimedia sports entertainment leader with 50 business assets, televising 65 sports in 16 languages in more than 200 countries.

TECHNICAL WRITER

• Contracted Resource
• Created content for end user training documentation for an Ad Sales Rewrite project.
• Collaborated with Quality Assurance and Project Developers to gain an understanding of the logic behind the application.
• Worked closely with Product Owners, Business Analysts and Scrum Masters to define the end user audience and properly target the content.

Confidential

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TECHNICAL WRITER

• Worked with the Validation Manager to create a complete Validation Plan.
• Adapt and amend existing documentation and templates as required.
• Work daily with both project management and the technical team as well as independently to define required documentation.
• Research SOP's, Work Instructions and vendor documentation in order to understand the scope of the project.
• Collaborated with Project Managers to provide training guides, Work Instructions, and Run books on demand.
• Contracted Resource
• Created transitional documentation as the company moved from a Siebel-based CRM to the Veeva cloud-based CRM/CLM.
• Contract extended to provide documentation required for moving the Automatic Testing Center HP Quality Center to a regional data center.
• Responsible for facilitating meetings with marketing IS team members to capture system process information and translate it into a suite of run books for a Siebel-based CRM.
• Collaborated with the Siebel consultants to update existing and create new Work Instructions.
• Concurrently translated a series of innovations to Siebel Territory Manager into a set of detailed Run books.
• Worked closely with a number of subject matter experts in order to translate their daily tasks into usable documentation.

Confidential

TECHNICAL WRITER

• Contracted Resource
• Translated technical specifications and user feedback into a body of user-friendly documentation.
• Collaborated with Ad Sales project teams to create in-house user guides and Adobe Captivate application-training videos.
• Developed documentation to record the manual processes used for Data Warehouse maintenance.
• Partnered with the Business Intelligence team to analyze and document the business flow behind the Agile tool.
• Translated Business Object Universe procedures into reader-friendly user guides.
• Worked closely with the Serena Business Manager SBM admin to understand and document application-specific uses for the SBM tool.
• Solicited user feedback in order to document business and functional requirements for an Outlook project.

Confidential

TECHNICAL WRITER / PROJECT COORDINATOR

• Responsible for facilitating meetings with project team members and translating the feedback into technical documentation, including architectural scoping, project planning, traceability matrix and the full suite of SDLC deliverables. Additional experience included documentation of work scope review, and design review checkpoint for Pfizer's Development Information Factory DIF database.
• Worked with both the Business and IT to document Business and Functional Requirements for a variety of software projects.
• Responsible for all phases of SDLC documentation from initial meeting minutes through to project implementation.
• Trained on-site to use SharePoint for collaborative document development.
• Worked with the document manager to establish and maintain a project documentation digital archive in Documentum.
• Authored user manuals for in-house applications.
• Concurrently maintained full coverage of as many as six on-going projects.

EDC VERIFICATION SPECIALIST

• Collaborated with electronic case report form eCRF designers to validate field properties during design phase.
• Worked closely with Oracle database developers to validate remote data capture and transfer to Oracle Clinical database.
• Documented all stages of the eCRF validation process.
• Performed visual validation of the indexing of paper CRF forms in the imaging database.

Confidential

• Responsible for daily technical support for deployed hardware and internal application software for clinical trial sites.
• Rapidly researched and resolved issues and complaints.
• Owned communications with the Clinical Trial sites.
• Validated INET application upgrades.
• Quality control resource for the INET-to-Oracle Mapping Group.
• Collaborated with the eDiary designer to validate clinical trial dialogues.

SECOND LEVEL INET APPLICATION SUPPORT / EDCSC HELP DESK CONSULTANT

• Provided first and second level INET telephone support of remote data capture application.
• Performed clinical site start-up account administration and support.
• Responsible for daily communications between remote first level and in-house second level help desks.
• Recruited to support the Montreal and Maryland's clinical trial sites to resolve on-site issues.
• Specifically assigned to skillfully handle difficult customer contacts, analyze problems, and resolve situations.
• Facilitated on-site technical support for clinical investigative meetings.
• Provided back-up support to the European help desk.

Confidential

OPERATIONS ANALYST / CUSTOMER RELATIONS / DATA ANALYSIS-DEVELOPMENT ASSISTANT

• Application support for the InterContinental Hotels transition of computer operations from Stamford, CT to Alpharetta, GA.
• Facilitated telephone and e-mail communications with remote sites to gather marketing data to for processing through FoxPro.
• Analyzed and resolved billing disputes through account intervention to accurately tally and reflect FFM frequent flyer miles payments in the FoxPro database.
• Generated on-demand statistics for frequency marketing.
• Worked closely with the FoxPro developer to decipher business rules from existing codes in order to streamline integration with Bass Hotels.