SUMMARY:

• More than 15 years as a Technical Writer - Editor and Product Developer writing about and designing many things. Experience includes writing content for Web sites, user manuals, in-house documentation, Power Point presentations, flat sheets, press releases and install manuals.
• Demonstrated success creating Web content focusing on technical support as well as marketing and communications.
• Articulate and detail-oriented, adept at presenting complex information clearly and succinctly.
• Team-oriented with commitment to facilitating cross-functional collaboration with Marketing, Engineering, Customer Support teams and clients to drive productivity and project success.
• Extensive experience composing technical documents and user manuals for a range of audiences; able to employ audience-specific writing styles and voices to communicate information.
• 8 Years Product Development
• 12 Years Technical Support
• 5 Years Newspaper Reporting/Editing Experience
• Knowledge of The Chicago ManualofStyleand The Associated Press Stylebook
• 11years’ experiencewith MS Office Applications (including XP, andOffice 2007)
• User Guides
• Software and Hardware Testing
• Internet and Intranet Development (Both Content and Layout)
• 10 Years Writing and Designing Various Buyers’ Guides
• 14 Years Technical Writing/Editing
• Product Management
• Extensive Marketing and Technical Documentation Background (Including Press Releases and White Papers)
• 12 Years Marketing (Including Development of all Facets of the Various Campaigns Including Writing and Editing All Pertinent Documentation)
• Sound 7 Year Involvement Developing Numerous Advertising Campaigns
• Developed both Printed and Online Documentation for a Wide Variety of Software Modules
• Online Help
• Software and Hardware Technical Manuals
• Usability Testing
• Graphics Experience
• 8 Years Visio Experience
• 9 Years Help Desk Experience
• 10+ Years Volunteer Work for Various Organizations
• On-line User Guides
• White Papers
• Information Architecture

TECHNICAL SKILLS:

SKILLS: Microsoft Office 97, 2000, XP, 2007, 2010 & 2016 (All Complete Professional Versions which include Excel, OneNote, PowerPoint and Word) AP Style Book Chicago ManualofStyle SnagIt 9 & 10 Figment Volunteer Acrobat PageMaker Visio Android OS Palm OS Windows 3.1, 95, 98, 2000, NT 4.0, XP, Vista and Windows 7 Twitter Facebook LinkedIn Remedy Headcount Volunteer

PROFESSIONAL EXPERIENCE:

Confidential, Poughkeepsie, NY

Technical Writer

Responsibilities:

• Technical documentation on the way the vehicles operate for The New York State Department Of Transportation
• Instituted on-line help so customers can use our software to develop vehicles with their own specifications
• Developed documentation for NYS’s DOT
• Worked with Engineering, State Government & Marketing to develop all necessary Government Reports.
• Editing web-site for readability and necessary content
• Customer Support

Confidential, Valhalla, NY

Technical Writer

Responsibilities:

• Wrote the Technical Specifications needed by engineering to make changes to the upgraded software
• Product Development
• Software user guides
• Email Customer/Technical Support
• Helped start Phone Customer/Technical Support
• Wrote and edited FAQ’s so that other agents had the answers at their fingertips for questions asked and we all were able to give the same answer and all consisted of the same information.

Confidential, Modesto, CA

Technical Writer

Responsibilities:

• Assisted the development in creating the changes needed by the Engineering/Product development team
• Wrote documentation for SOM with Providian Credit Cards
• Wrote company on-line help, support and migration documentation
• Wrote various install manuals
• Implemented and edited all White Papers for Engineering

Confidential, Middletown, New York

Technical Writer/Technical Support

Responsibilities:

• Wrote all content for Company’s Internet Site
• White Papers
• User Guides
• User Guides on Vista, Office 2007 and XP and basic Adobe Products
• Taught clients how to use all applicable software and hardware
• Assisted in writing documentation for Company’s closure (Giving past customers the ability to find support for products that were installed by us)

Confidential, San Jose

Technical Writer/In-House Intranet Support

Responsibilities:

• Technical Writer
• Wrote and edited all content for company’s Intranet Site
• All Pertinent White Papers
• Used Win Merge to determine what changed between project versions, and then was able to merge the changes between versions.
• User Guides
• Wrote content for User Manuals
• Wrote all press releases
• Assisted in writing documentation for Company’s closure
• Produced all required content on Web site
• Developed all company White Papers and brochures as needed
• Continuously overhauled design and content of Web site
• Involved in All Matters Developing Company Branding Accomplished by the Following:
• Product Development
• White papers
• Online and Print Exposure
• Designed and implemented the Company’s eMatter site (for spin-off). A self-publication site where known and unknown authors were able to publish their works
• Software User Guides
• Worked with authors to promote their articles and stories and edited their content for readability
• Executed most of the essential strategies involved in the company’s acquisition campaigns

Confidential, San Francisco/ CA

Technical Writer

Responsibilities:

• Revamped the Web site for the Leader in VoIP hardware and software (Leader when I was working there.)
• Assisted in the Launch of a Beta service by developing FAQs, Help, and Marketing pieces (including press releases)
• Kept all members of the company informed on various new technologies before their implementation
• Copyedited the company’s various user manuals
• Wrote frequent in-house broadcast briefs on company’s new products and technologies
• Wrote press releases and designed E-Commerce sites

Confidential, Santa Clara, California

Product Manager/Copy Editor/Assistant Editor/Writer

Responsibilities:

• Developed strategies for customeracquisition campaigns
• Designed and implemented the Company’s eMatter site (for spin-off). A self-publication site where known and unknown authors were able to publish their works
• Worked with authors to promote their articles and stories
• Executed most of the essential strategies involved in the company’s acquisition campaigns
• Wrote blurbs (a brief synopsis) of selected Authors’ works
• Edited staff writers blurbs and Web pages

Confidential, Santa Clara, California

Technical Writer

Responsibilities:

• Created all Web Content for the new Customer Support site for a wireless start-up
• Assisted in the design and functionality of the Company’s Web Site
• Created content for the marketing section of the company’s revised Web Site

Confidential, Long Beach, California

Technical Writer/Content Developer and Editor

Responsibilities:

• Learned a complex product (that I had no previous experience with) during a span of seven long days and nights (using three books and on the job (learning)
• Developed a Lotus Notes Database for Support Staff to use in assisting customers with set-up and configuration issues
• Wrote over 147 articles in database (with screenshots) to assist users and technicians with DB access
• Did phone support when short staffed
• In addition I completed another project for CSC-Raytheon/Hughes. I was an integral part of a communications team that kept 25,000+ users abreast of all emerging changes and updates during this merger. As the ONLY writer involved in this project I successfully accomplished the following:
• Implemented a communications plan for a company-wide separation/migration project
• Assisted in blueprint documentation for engineering changes on battle ships
• Continuously provided content for 150 pages plus company Spin-Of-Merger (SOM) Intranet Site
• Developed manuals to assist employees during the migration process, who used any or all of the following Operating Systems; NT, Dos/Windows, Windows 95 and/or MAC 7.0 and 8.0 systems
• Wrote daily broadcast briefs on the Separation project to go to users before and after migration
• Assisted in developing and writing brochures to keep users informed of changes taking place

Confidential

Technical Writer

Responsibilities:

• Developed newsletter to keep worldwide support team up to date on policies and procedures
• Increased readership from initial 47 subscribers to 117 subscribers in seven months (almost 400% increase )
• Provided assistance taking customer calls when department was short staffed
• Frequent volunteer for testing programs on a variety of new projects
• Member of various project committees
• Created an on-line database of Customer Care Support procedures to provide easy access and consistency in response for phone representatives
• Instituted an alphabetical posting of articles in HTML format on the company’s Intranet site making it easier for tech support representatives to access this information while helping customers
• Wrote Customer Care processes and procedures when needed
• Assisted in writing Palm Computing’s chapter of 3COM’s 1999 and 2000 Buyers Guides
• I started working for 3COM after U.S. Robotics had been bought by them. U.S. Robotics had bought Megahertz a year before. During my tenure at the Network Card/Modem portion of these companies I accomplished the following:
• Assisted customers in configuring network and combo cards on their laptops
• First response to a worldwide customer base
• Consistently at the top of departmental statistics, in amount of calls taken and time spent assisting clients
• Developed marketing questionnaire for web page as an aid in improving customer satisfaction and service
• Developed a comprehensive manual for the low-level Applications Engineer group
• Assisted in development of menu driven telephone support system substantially decreasing customer hold times
• Beta Tester for new modems, software and cellular aspects of products
• Active member of team that developed new measurements for quality control of departmental employees
• Provided consistent help desk phone support for a nationwide customer base
• Member of Morale Committee designed to assist in boosting the morale of the support staff

Confidential - Warren, New Jersey

Assistant Editor/Reporter

Responsibilities:

• Provided comprehensive coverage for two municipalities in New Jersey
• Developed front-page articles on a weekly basis
• Performed pagination and editorial duties in editor’s absence
• Increased circulation within personal territory by 15%
• Implemented several winning weekly feature columns
• Won the 1990 best spot news article for weekly newspapers nation- wide
• Established an extensive source list including county, state and federal government agencies
• Maintained the highest writing standards expected from all reporters, through careful editing and extensive checking of sources and facts
• Recognized for strengths in getting cutting edge news articles before the dailies and the ability to meet deadlines