SUMMARY:

• I am a senior - level communicator who demonstrates technical skills, leadership, analytical insights, and a passion for developing and delivering dynamic content and, with a broad range of experience collaborating with development teams, showing initiative, and providing innovative solutions that increase customer satisfaction.

TECHNICAL SKILLS:

Technology and Tools: Microsoft Office 365 (including Microsoft Word, Excel, Access, PowerPoint, Outlook, Lync). Visio 2010. Adobe Creative Suite 5 (CS5) Web Premium (Dreamweaver CS5.5, Photoshop, Acrobat Professional). Adobe Acrobat Professional 6.0 (Acrobat Distiller). Web - development tools and frameworks: Drupal CMS, Stellent CMS, WordPress, Joomla CMS, Java SDK, JavaScript, HTML and HTML 5, XML, CSS, Swagger, Google s Mirror API, GitHub, Jira, Confluence. Adobe Captivate (for Flash modules). Qarbon ViewletBuilder Enterprise (for Flash modules) and ViewletCentral Web server. Collaboration and knowledge sharing: SharePoint 2013, MediaWiki, Confluence, Slack, HipChat, Google Docs. Online Help development tools: RoboHelp, Madcap Flare, and WebWorks Publisher. Project Management: Microsoft Project, Team Gantt.

PROFESSIONAL EXPERIENCE:

Senior Production System Analyst

Confidential, Atlanta, GA

Responsibilities:

• In the role of business liaison, develop operational documents and to equip Turner’s Confidential engineers to effectively provide Tier 1 and Tier 2 support in response to issues on all of Turner’s digital platforms (for example, video player problems and ad-insertion issues experienced during live web streaming of programming, video on demand playback-performance and cloud-delivery problems, viewer authentication failures, incorrect triggering of blackouts related to licensing and advertising agreements, and disruptions in our partner’s cloud-based services).
• Supported a major overhaul of the CNN website, apps, and a new and complex internally hosted and cloud-based infrastructure by delivering weekly sessions for six months and creating more than 50 knowledge articles, helping to achieve what one senior executive said was “one of the smoothest and most successful releases in Turner’s history.”
• Work with Site Reliability Engineering and other operations teams to ensure Confidential engineers are trained to respond quickly and efficiently to monitoring alerts from Zenoss, Circonus, ExtraHop, Catchpoint, Monit, Crittercism, and other monitoring solutions, as problems with internally hosted systems as well as cloud-based delivery partners, such as Akamai, Adobe, and Amazon, are identified.
• By working with network engineering teams to identify monitoring opportunities and by creating knowledge base articles and to identify and quickly respond to system errors and monitoring alerts, helped the DOC reduce time spent per issue and increase the percentage of support calls handled by directly by DOC engineers (vs. escalating to other teams) from 35 to 85 percent from .
• Created extensive knowledge base library in Confluence for engineers supporting CNN’s breaking news alerting system, which integrated MongoDB and other open source solutions, along with third-party messaging, which leveraged Amazon’s Web Service (AWS) via a cloud-based messaging partner, iron.io.
• Provided release support for HLN.com’s migration to Heroku’s platform-as-a-service (PAAS) architecture, the launch of Turner’s GreatBigStory.com website and Android and iOS mobile apps, and CNNgo, CNN’s live streaming of video on demand (VOD) programming on the CNN.com website, iPad, Apple TV and Roku.
• Represented the DOC on a Turner/Time Warner’s global task force charged with developing a corporate-wide process for identifying and responding to dedicated denial of service (DDoS) attacks and other Web security threats, developing documentation and for DOC engineers responsible for centralizing communications and executing event response procedures.

Senior Technical Writer/Editor

Confidential, Atlanta, GA

Responsibilities:

• In this role, wrote the architecture guide documenting internal processes and cloud-based delivery and storage components and the iOS and Android developer guides for Turner Broadcasting’s Team Coco mobile app, which won an Emmy for technical .
• Created iOS and Android programmer and SDK guides, architecture guides, API documentation, and network support documents for the components that power the mobile apps and websites that extend Turner’s brand in the digital realm. These include the TV Everywhere system that authenticates viewers, the core video player that provides live streaming of Turner videos in parallel with the linear broadcast, the automatic content recognition (ACR) synchronization system used for Turner’s second-screen companion apps, and the SMS messaging system and web services used by CNN editors to publish news alerts to CNN app subscribers.
• Developed to support Turner hiring initiative that on-boarded 100-plus technical team members in 100 days, including interactive modules, PowerPoint slides, and a Drupal portal for the new 600-employee technical division.
• Working with Jeff Eddings, director of Media Camp (a Turner/Warner Bros. accelerator program in San Francisco), edited and provided supplemental writing and research to showcase the Emerging Technology division’s initiatives. These included a technical case study on the development of the “CNN News & Topic Alerts on Google Glass” glassware app, an architecture overview, and a programmer guide for the Google’s Mirror API, along with a blog post on the impact of wearables on news gathering and distribution.
• Mentored junior editors and writers on writing skills, usage of The Microsoft Manual of Style for Technical Publications (MSTP) and other style guidelines, and departmental processes for using the Drupal CMS publishing platform to deliver content to Turner executives and staff.

Instructional Designer and Senior Technical Writer

Confidential, Atlanta, GA

Responsibilities:

• Working with the Global Digital Marketing Platform team, created a developer tutorial and Web API service specifications for a Java-based software-developer kit (SDK) used to build the points-accounting engine for the My Coke Rewards loyalty program.
• Developed user and programmer guides for the code-generation and -distribution application for the My Coke Rewards loyalty program.
• Created documentation and for a Web-based product lifecycle management (PLM) application and delivered content to more than 1,500 Coke employees and supply-chain partners in all global business units via a customized SharePoint site and WebEx sessions conducted by subject matter experts. Content included 35 Flash-based e-Learning modules, 30 Microsoft PowerPoint slide presentations, and user guides, business process guidelines, and data governance policies and procedures.
• For Coke’s Global Data Governance department, trained data analysts to use the Stellent CMS to combine and redeploy data standards from two legacy systems for delivery on a new global Web portal. Performed data analysis across the enterprise, resulting in the standardization of 2,500 content elements. To facilitate the automated conversion, created multiple Microsoft Word stylesheets mapped to Stellent’s HTML stylesheet. Created a SharePoint site, PowerPoint slides, and presentation materials for managers responsible for implementing data governance policies and procedures across all of Coke’s data sources.
• Created technical brochure for the Sprite Yard mobile app, which was used to provide information about the platform and its features and functions to global Coca-Cola teams implementing the app in local markets. The mobile platform enables Coke’s mobile phone-based, social-networking marketing and rewards program for the Sprite product.

Senior Technical Writer

Confidential, Los Angeles, CA

Responsibilities:

• Wrote administrator guides for a Kaufman development project for client Vitrue, part of Oracle’s Social Relationship Management product, which is used by leading Fortune 500 brands to successfully build their social presence. The administrator guides provided detailed instructions for managing Facebook and Twitter accounts.
• Wrote content administrator guides for client websites built on Drupal and Joomla CMS platforms, including Trailer Park (entertainment marketing and content agency), EmoryDay (Internet marketing and SEO), Stegenga + Partners (architectural firm), and Pruitt Eberly Stone (structural engineering firm).

Senior Technical Writer

Confidential, Los Angeles, CA

Responsibilities:

• Wrote functional specifications, revised Visio site diagrams and wireframes, created use cases, and developed requirement documents for a major website redevelopment project for a large Midwestern home builder.
• Wrote content administrator guides for client websites, including Budweiser Racing and Sesame Place.

Senior Technical Writer

Confidential, Atlanta, GA

Responsibilities:

• For a major rollout of Aelera’s website for regional economic developers, wrote user instructions, FAQs, a marketing brochure, and other collateral materials, including instructions for users managing blogs, wikis, polls, email campaigns, and other social-networking tools.

Policies and Procedures Writer

Confidential, Atlanta, GA

Responsibilities:

• Documented Sarbanes-Oxley compliance policies and procedures for Confidential ’ internal IT operations. Published policies and procedures to the company’s SharePoint portal.

Technical Editor/Senior Technical Writer

Confidential, Atlanta, GA

Responsibilities:

• Wrote and edited guides, user guides, system administrator guides, technical and programmer s, internal procedures guides, and online Help for Confidential ’s enterprise healthcare IT applications running on .NET, AIX UNIX, IBM mainframe, and other platforms.
• Improved customer satisfaction by leading design team responsible for combining search results from Customer Support’s Clarify solutions database with other extranet search results to provide a unified search solution for Eclipsys customers.
• At healthcare IT company Confidential, chaired style guide committee tasked with standardizing documentation across multiple product lines during a period of rapid growth by acquisition, developing templates, distributed teams on new tools and processes, and creating a centralized editing and quality assurance department.
• Engineered FrameMaker and Webworks Publisher Professional templates and a single-source methodology for creating WebHelp 3.0-based online Help for a .NET-based product, working with developers to integrate online help with the application.
• Edited print and online content for all Eclipsys products, with responsibility for all phases of editing, including final review of Adobe Acrobat PDFs, the user interface and indexes on CDs, and content on the company’s websites.
• Onboarded the technical publication and staffs of six companies acquired by Eclipsys, resulting in standardized and streamlined processes throughout the organization.
• Delivered more than 900 manuals, FAQs, and customer support documents on the company’s extranet and intranet websites.
• At Eclipsys, improved customer search responses by consolidating disparate knowledge bases managed by customer support and the technical documentation team, providing a unified search to solve technical issues and reduce the number of logged tickets.
• Chaired style committees responsible for redesigning documentation and templates for Microsoft Word, Adobe FrameMaker, and WebWorks Publisher to ensure consistency across multiple product lines for printed documentation and online Help.
• Developed style and procedures guides for distributed documentation teams, based on Information Mapping methodology, The Microsoft Manual of Style for Technical Publications, The Chicago Manual of Style, HIPAA, and other software and healthcare standards.