SUMMARY:

• Veteran Technical Writer and Content Engineer, Gary creates and delivers nothing less than hyper - accurate, grammatically correct and visually appealing technical publications.

PROFESSIONAL EXPERIENCE:

Senior Technical Writer & Content Developer (Contract)

Confidential, Mt View, CA

Responsibilities:

• Designed, developed and produced infrastructure support documents, how-to guides, network layout and process flow diagrams, instruction narratives and other deliverables for Confidential 's Confidential Corp Infrastructure Design & Engineering team.
• Produced dozens of “Method of Procedures” (MoP) Guides for performing network infrastructure room audits (mechanical, electrical, IT).
• Created and administered team's Sites-based intranet site used for maintaining network infrastructure documentation.

Senior Content Engineer

Confidential, Fremont, CA

Responsibilities:

• Produced detailed technical documentation, network architecture process flow diagrams and technical illustrations for Milestone’s Professional Services group and their external clients ( Confidential, eBay, Confidential and more).
• Authored product data sheets, white papers and patent application documentation for sales and marketing teams.
• Assisted in the redesign of company website, contributed new content and edited existing content.

Senior Documentation Specialist (Contract)

Confidential, Mt View, CA

Responsibilities:

• Contracted to gather, validate and consolidate existing internal knowledge for Confidential ’s Project Glass (a wearable, wireless computing device and integrated heads-up-display system).
• Created web-based Run Book / Best Practices Guide that defined department procedures for the upstart Glass Technical Support Contact Center.
• Reorganized Glass Technical Support Knowledge Base - produced and added new technical documents, illustrations and network diagrams.

Technical Writer / Graphic Designer (Contract)

Confidential, Fremont, CA

Responsibilities:

• Contracted to produce user manuals and documentation for WarpDrive, an ERP (Enterprise Resource Planning) system designed by Tesla’s IT Apps group.
• Worked with other IT Apps group members to document and diagram internal system integrations and web services.
• Designed and produced WarpDrive Administrator’s Guide and an application-based Help and Quick Start Guide.

Technical Writer (Contract)

Confidential, Mt View, CA

Responsibilities:

• Contracted to produce developer-level documentation for GHR Engineering ( Confidential ’s Human Resources application development, testing and support group).
• Gathered and edited existing GHR documentation and implemented a full redesign of the GHR Engineering intranet site.
• Produced documentation in Wiki, Javadoc, OmniGraffle, Confidential Doc and Confidential Sites formats. Designed technical illustrations and internal GHR process flow diagrams.

Independent Publication Consultant (Continuous Part Time)

Confidential, Felton, CA

Responsibilities:

• Designed and deployed HTML/CSS-based web sites and content updates for clients including Soul Intention, Palo Alto Medical Foundation, Finishline Fleet & Body, Wipeout Alley and more.
• Produced marketing collateral, sales copy, documentation, logos, graphics and Flash animations as per client requests.

Senior Technical Writer / Graphic Designer

Confidential, Alviso, CA

Responsibilities:

• Edited, updated and revised Confidential ’s Technical Overview (as well as other administrator level guides, manuals and product documentation) for their IPTV software platform used to manage and deliver streaming video and “Over-the-Top” services via broadband networked set-top-boxes.
• Documented Java Application Programming Interfaces used by 3rd party developers to interface with Confidential ’s software.
• Designed and produced network diagrams, graphics and technical illustrations.
• Identified and documented defects in user experience and network infrastructure. Provided assistance in the design of Confidential ’s middleware user interface.

Technical Writer (Part Time)

Confidential, Santa Clara, CA

Responsibilities:

• Contracted part-time to gather information and write short web-based articles and blogs for Confidential ’s Technical Marketing Group (topics included bot-net protection and intrusion prevention).

Content Editor (Contract)

Confidential Jacksonville, FL

Responsibilities:

• Contracted (and worked remotely) to rewrite, edit and update user manuals and product documentation for Confidential ’s complete line of automated hydraulic swing gate operators.
• Converted and migrated existing Adobe FrameMaker and PageMaker-based manuals to Adobe InDesign. Provided PDF proofs for printing and electronic distribution.

Senior Technical Writer / Graphic Designer (Contract)

Confidential, San Jose, CA

Responsibilities:

• Contracted to develop and produce documents for Confidential ’s Emerging Technologies IT Deployment group (specifically a Video Endpoint Deployment Procedures Guide and a Video Endpoint Deployment Manual containing best practices for deploying Confidential TelePresence HD audio/video teleconferencing systems.
• Designed and generated UI Help Wiki pages (via Confluence Wiki tool), Client Communications Guides, Human Resources documents, white papers, process flow diagrams and related infographic visualizations.
• Assisted IT deployment members in the physical installation, configuration and provisioning of Confidential and Tandberg TelePresence video endpoint systems.

User Interface Documentation Writer (Contract)

Confidential, Alviso, CA

Responsibilities:

• Developed documentation detailing UI behavior and conditions for Confidential ’s high definition DVR products. Edited and revised existing specifications, product requirements and UI design layouts.
• Worked with members of the User Experience (UX) design team, as well as Engineering and Product Marketing groups to identify, validate and document correct UI behavior.
• Provided meticulous Quality Assurance (QA) functionality testing of UI, hardware and network services.

Senior Technical Writer (Contract)

Confidential, San Jose, CA

Responsibilities:

• Contracted to produce network administrator-level, developer-level and user-level documentation for Confidential ’ MEDIASTAFF RMS (Remote Management System), a multi-tier, distributed platform and suite of network management tools designed to simplify and consolidate the administration and maintenance of large-scale, interactive kiosk networks.
• Designed, developed and produced all MEDIASTAFF RMS product publications, including help systems (XML, HTML/CSS and ASP), application and functional requirements, UI specifications, web copy, process flow diagrams, technical illustrations, application graphics, logos and icons.
• Worked closely with development team to help design and refine the RMS UI. Provided detailed QA of management tools, services and connectivity (Microsoft SQL Server and SQL Server Express).

Senior Technical Writer / Graphic Designer

Confidential, Sunnyvale, CA

Responsibilities:

• Responsible for the design, production and management of all technical and product related publications.
• Developed and produced product manuals, HTML Help system, release notes and white papers for Confidential ’s Koila Billing Server, a J2EE account billing and payment management system.
• Produced functional requirements and specifications documents, application-level HTML help systems and knowledge base documents for Formopia, EffOne’s web-based, information retrieval and collection SaaS (Software as a Service).
• Created copy for Formopia’s “front end” web pages, direct mail and email marketing campaigns.
• Provided extensive software application quality testing of product software. Identified 50+ significant bugs and worked directly with J2EE and .NET developers to rectify or resolve each issue.

Senior Technical Writer

Confidential, Scotts Valley, CA

Responsibilities:

• Designed, developed and provided management of all technical publications for Confidential ’ entire line of RFID (Radio Frequency Identification) devices. Additionally responsible for version management and maintenance of existing literature for legacy products.
• Produced dozens of technical documents in all (44 total): Device Operator’s Manuals (24 total), Software Application User’s Guides (5) and Command Protocol Manuals (3). Generated product labels, box graphic designs, product datasheets, HR documentation and marketing driven web copy.

Technical Writer, Technical Support Engineer (Contract)

Confidential, Milpitas, CA

Responsibilities:

• Contracted to develop and deliver product documentation, marketing collateral, application graphics, icons and buttons for Confidential ’ ORM (Occurrence Report Manager), a web-based suite of applications used by health care organizations to manage their compliance with government regulations.
• Devoted 2-4 hours daily to providing Technical Support services via phone, email and online communication to medical professionals and end users of Confidential ’ health care applications.

Senior Technical Writer (Contract)

Confidential, San Francisco, CA

Responsibilities:

• Contracted to design and produce HTML/CSS-based online product user’s manuals, logos, icons, document graphics and marketing materials for Confidential ’s Production Center, a web-based enterprise suite of tools designed to link print agent brokers with print buyers and printing supply merchants.

Technical Writer, Project Editor (Contract)

Confidential, Milpitas, CA

Responsibilities:

• Originally contracted to design and produce developer-level product documentation, application graphics, icons and logos for Confidential ’s KC8101 Conqueror MD Bluetooth Module (one of the first fully integrated hardware modules to support the burgeoning Bluetooth wireless connectivity protocol at the time).
• Called upon to develop and write Confidential ’s Host Controller Interface (HCI) - Commands Manual, an overview of all Bluetooth commands supported by the Conqueror MD module.
• Rehired in May 2002 to produce an end user’s guide, an HTML Help system, embedded animations and additional application graphics for the Conqueror MD user interface.

Technical Writer, Application Support Engineer

Confidential, Fremont, CA

Responsibilities:

• Developed and produced administrator-level guides, software developer kits (SDK), engineering document templates and product materials for Confidential ’ Mobile Application Server (a Java-based suite of web portal development tools for Linux, Red Hat and Solaris operating systems).
• Designed, deployed and administered company Intranet and document repository.
• Secondary duties included supporting third party application developers via phone, email and fax.

Technical Support Content Developer

Confidential, Santa Clara, CA

Responsibilities:

• Investigated problems reported by corporate clients (Dell, HP, Logitech and Corel) and produced targeted HTML/CSS-based “Intelligrams” for Confidential ’s Attune Network, a client-side application aimed at delivering urgent, timely or preemptive product support solutions to users via web-based updates.
• Produced and published over 60 support-related articles in all, resulting in the elimination of thousands of potential customer support inquiries (thereby saving clients tens of thousands of dollars per article).
• Designed and implemented documentation library and Knowledge Base content repository file servers.

Lead Quality Assurance Engineer

Confidential, Cupertino, CA

Responsibilities:

• Responsible for complete end-to-end QA testing of Confidential ’s then emerging DSL technologies, including associated DSL hardware, software, drivers, Oracle RDBMS and web-based customer account provisioning Operational Support System.
• Identified and resolved over 350 critical defects in hardware, software and network infrastructure.
• As a member of Confidential ’s Network Deployment Team, verified post-deployment functionality of production OSS network. Acted as primary technical liaison between QA, Engineering and Management teams.
• Developed and produced QA test methodologies, procedures and coverage matrices.

Systems Engineer (Contract)

Confidential, Mountain View, CA

Responsibilities:

• Provided technical assistance to potential and existing customers to ensure the successful implementation of Hummingbird’s PC to mainframe connectivity products and solutions.
• Deployed to customer facilities to install and configure product software. Demonstrated company solutions at trade shows, conferences and conventions.
• Assisted in the installation and deployment, and acted as Systems Administrator for California office network.

Level 2 Technical Support Engineer (Technical Escalation Group)

Confidential, Palo Alto, CA

Responsibilities:

• Provided second level Technical Escalation Support and Failure Analysis (FA) for PC-based, Audio/Video consumer electronics and home theater convergence products designed by Philips’ Digital Entertainment Group (PDEG).
• Worked directly with Engineering team to validate and resolve problems reported by Level 1 Technical Support and 3rd party product distributors. Generated weekly FA defect reports and Technical Escalation statistical analysis summaries.
• Designed, implemented and administered database repositories used for 2nd level support inquiry tracking, knowledge base management and Return Merchandise Authorization (RMA) analysis.
• Worked closely with product developers in the design and concept of new products. Acted as chief technical liaison between Technical Support, Engineering and Management groups.