SUMMARY:

• I am an - winning, goal-oriented, result-driven Senior Technical Writer combining Instructional Designer / Trainer practice with confirmed expertise in communicating information, designing instructional content, and meeting / exceeding client expectations from front-line to senior corporate business levels by authoring material for internal / external libraries, ADDIE / SAM Instructional Design, and Process Analysis.
• Prior to technical writing, I combined IT and Technical Support with troubleshooting / diagnosing / configuring / repairing electronics devices (including PLCs / HMIs) and integrated electronic systems.
• Accustomed to self-scheduling, working autonomously, and managing competing priorities in rapidly-evolving professional settings.
• Proven aptitude for creating and developing internal and customer-facing content including Standard Operating Procedures, user manuals, catalog technical pages, quick-start guides, software help files/systems, release/patch notes, reports, business correspondence, white papers, and so forth, delivered in hardcopy / PDF / online format.
• Instructional Design in both ADDIE and SAM disciplines, plus undergraduate university pedagogy studies.
• Expert skills in MS Office (including VISIO flowchart and system diagram creation), photography, digital photo editing, analog / digital audio production, videography, video editing/production, and instructional media creation.
• Extensive and wide-ranging graphics / multimedia / digital asset development proficiencies.
• Application Programming Interface (API) instructional design / marketing collateral development including usage in Short Message Service (SMS) broadcast environments.
• Team Foundation Server (TFS) / SharePoint / JIRA know-how through managing projects and collateral.
• Software Development Life Cycle (SDLC) / software test plans, test scripting, and Regression Testing.
• Advanced skills in building strong relationships with teams and clients.
• Kanban, Kaizen, Heijunka, Poka-yoke, Lean, and Six Sigma studies / implementation.
• Real-world technical experience where I installed / maintained / repaired equipment and systems incorporating standalone units, PLCs, HMIs, drives, and motors.

TECHNICAL SKILLS:

Software: Adobe Technical Communications Suite (FrameMaker, RoboHelp, etc.), Adobe Creative Suite/Cloud (Photoshop, Premiere Pro, Audition, Illustrator, etc.), MS Office applications, SnagIt, ServiceNow, MS Project, SharePoint, Team Foundation Server (TFS), SQL, Microsoft Data Services (MDS), Visual Studio, Bluebeam, MadCap Flare, GoToMeeting, WebEx, SnagIt, JIRA, HTML, XML, and so on.

Concepts: AGILE/Waterfall Software Development Life Cycle (SDLC), Sprints, Scrum, Information Mapping, Responsibility Assignment Matrix (RACI), Structured Formatting (FrameMaker), DITA, single-source, Web-based Instructional Design, Operational Analysis, Team Facilitation, Master Data Management, etc.

Industries: Airline Ticketing Reservation, Lead-Acid Battery Manufacturing, Point-Of-Sale terminals / systems / network maintenance, Physician Solution Integration Support, Software Development, Information Technology, Telecommunications, Enterprise Land Management, Municipal Asset Management, Master Data Services, Utility Meters / Metering, Automated Meter Infrastructure (AMI), Technical, SmartGrid, Health Care Records Maintenance, Commercial Inventory Management, Weapons, and others.

PROFESSIONAL EXPERIENCE:

Senior Technical Writer

Confidential

Responsibilities:

• Interviewed front-line / subject matter expert personnel, performed background research, solicited supporting data, captured pertinent graphics, took/edited photographs, and gathered associated information to draft / illustrate / edit / distribute soft-copy user manuals, operational guides supporting equipment and infrastructure, Standard Operating Procedures, catalog technical pages, quick-start guides, and software online help files / systems for configuring equipment / systems and for fault localization / isolation.
• ServiceNow and support for Train-the-Trainer implementation for Delta Air Lines.
• ServiceNow administrator and project Knowledge Manager for Focus Brands.
• Interacted with all levels of management / key knowledge points within / outside my area of expertise and, using these sources, created / developed collateral and new content for,, and distribution.
• Reviewed published materials against client requirements, interviewed subject matter experts and, based on audience analysis, prepared end user content and adjunct contributions.
• Updated and reformatted existing procedural / / documentation to unify look, feel, and branding.
• Ensured process compliance while integrating and aligning processes to best achieve desired results.
• Participated in and contributed to planning during requirements development, analysis, and process reviews.
• Closed identified gaps by conducting audits while working with management and responsible team members to manage and assure timely corrective action.
• Collected / reported / verified / validated / maintained product metrics.
• Authored / edited Profisee Maestro online help topics, systems documentation, and instructional materials.
• Provided Profisee Product Manager with CHM files for integrating online help into application builds.
• Developed and employed a Schedule Kanban to manage and report team and individual assignments status.
• Coordinated technical document release and distribution through the document control department.
• Using Best Practice, insured process compliance while integrating / aligning processes to achieve desired results.
• With VISIO, built process flow diagrams to illustrate / document / assist with fine-tuning departmental workflow.
• AGILE software development life cycle contributions, Software Regression Testing, and test script editing.
• Software Development Kit (SDK) collateral contributions and support.
• With Visual Studio, staged and archived online help source / output files for integration into application builds.

Technical Writer / Content Developer

Confidential

Responsibilities:

• AGILE software development life cycle team member, performed background research, interviewed subject matter expert personnel, solicited supporting data, captured pertinent graphics, and gathered relevant information to author / edit / revise soft-copy documentation/instructional deliverables for internal and external use.
• Created / managed / moderated / maintained company SharePoint, library, and “Tyler Community” WIKI content.
• Recorded, tracked, managed, and archived content development through Team Foundation Server (TFS).
• Authored individual help topics, built / published web-based help systems, and updated online web help content supporting EnerGov Public Maintenance Management and Incode V9 Financials applications.

Technical Writer

Confidential

Responsibilities:

• Authored, illustrated, and edited hard- and soft-copy documentation deliverables describing procedures and listing instructional steps for a WellStar health system facility network user terminal demobilization / mobilization project.

Technical Writer

Confidential

Responsibilities:

• Drafted, illustrated, edited, and revised hard-and soft-copy documentation/instructional deliverables with Adobe Technical Communications Suite and Creative Suite tools to author, finalize, and distribute content for technical manuals, operational guides / instructional videos supporting equipment and infrastructure, and on-line help systems.
• Provided Product Manager with CHM files for integrating online help into software package releases.
• Scripted, shot, edited, and produced videos for instructional and marketing groups using Adobe Creative Suite tools to build standalone video / multimedia units for media unit distribution and multiple-format source-file variants in server-based, streaming, mobile, and legacy platform channels.
• Managed document projects and collateral via Microsoft Project in parallel with department / project SharePoint sites.
• Software Development Life Cycle team member / secondary QA Tester for regression testing.

Technical Writer / Instructional Designer / Trainer

Confidential

Responsibilities:

• Authored, illustrated, and edited -winning hard-and soft-copy documentation/instructional deliverables, along with operational guides supporting equipment and infrastructure.
• Software Quality Assurance and Regression Testing as part of the documentation process.
• Managed personnel and teams that included writers, editors, graphic artists, vendors, client contributors, and others through multiple, parallel, and continuing projects.
• Whatever else needed to be done, I took care of it.