SUMMARY:

• More than 15 years of experience creating and editing SOP’s, consumer manuals and technical manuals using Captivate and Storyline.
• Knowledgeable of AP and MLA style writing
• Led team of 4 to develop iOS and Android app for hospitality industry.
• Led team of 3 to develop app to make online purchases via Craigslist safer.
• Known for providing technical solutions utilizing the latest proven technologies.
• More than 15 years of experience documenting hardware and software development.
• Created print and digital content that included video, audio and brochures.
• Created content to be distributed via mobile devices utilizing best practices.
• A well rounded and passionate technical writer/trainer who has a strong understanding of written and spoken English as well as hands on experience with various technologies from multiple vendors including networking, mobile, web development and video/audio.
• Responsible for making sure that all content was section 508 compliant.
• Responsible for making sure that all content met 21 Century Video and Communications Act.
• Managed all documentation associated with the development of the software including source code written in .net, java, and HTML.
• Proficient at interviewing subject matter experts and balancing multiple projects simultaneously.

TECHNICAL SKILLS:

Microsoft Office Suite 2003: 2016 Microsoft Visio Articulate Studios Adobe Captivate Adobe Acrobat Adobe Photoshop Adobe Illustrator Adobe RoboHelp FrameMaker InDesign Camtasia Studio Adobe After effects Adobe Audition SnagIt Storyline Photography Videography Video Editing

PROFESSIONAL EXPERIENCE:

Confidential, Richardson, TX

Technical Writer/Trainer

Responsibilities:

• Responsible for proof reading, creating and editing more than 150 SOP’s and job aids making sure that the content is in AP style.
• Documented custom developed software to be used by developers and end users from beginning to end.
• Tasked to work with SME’s during the SOP creation and editing process.
• Responsible for creating process flows and other diagrams using Visio.
• Created document templates to be used for SOP’s and job aid.
• Created training documents independently using Captivate.
• Worked with training team to develop training documents.
• Lead classroom training.
• Created and presented presentations for a wide range of audiences from executive level and down.
• Created and maintained FAQ’s.
• Scripted, produced and shot video and recorded/performed voice over that would be part of training material.
• Responsible for making sure that content was section 508 compliant.
• Responsible for making sure that content met 21 Century Video and Communications Act.
• Assisted marketing in the creation of promotional materials which included print, video and audio.
• Produced copy for internal and external web sites.
• Assisted in the development of content for video, audio and brochures that targets consumers

Technical Writer/Trainer

Responsibilities:

• Responsible for creating new employee online training curriculum.
• Responsible for creating online training material explaining how to use internally developed software and applications.
• Interviewed SME’s and was responsible for creating technical documentation.
• Responsible for documenting code and architectures for internally developed technologies that could easily be read and understood by a lay person.
• Utilized AP style in documentation.

Technical Writer/Solutions Developer

Responsibilities:

• Responsible for documenting software and hardware applications in layman’s terms for consumers as well as a technical audience.
• Prepared and gave presentations to businesses owners and company executives.
• Developed content to be used in marketing material such as brochures, email, website and blogs.
• Responsible for making sure that all content was section 508 compliant.
• Responsible for making sure that all content met 21 Century Video and Communications Act.
• User interface design.
• User experience design.
• Write copy for websites and mobile devices.
• Assisted in the development of iOS and Android apps.
• Document iOS and Android application development.
• Create knowledgebase content and business training modules.
• Created online FAQ’s.
• Create installation guides.
• Requirements gathering.
• Interview SME’s.
• Create online help.
• Assist in the development of software solutions involving mobile devices, video and networking.
• Created user manuals for various software products.
• Assisted entrepreneurs by teaching them how to pitch investors and develop business cost and sales projections.
• Participated in meetings between investors and entrepreneurs.

Technical Trainer/Writer

Responsibilities:

• Responsible for making sure that more than 500 training manuals that were up to 1,100 pages in length were up to date with current information and made sure that they were section 508 compliant prior to sending to federal government and its contractors. All of the documents were stored in SharePoint.
• Responsible for making sure that all content met the 21 Century Video and Communications Act.
• Interview SME’s.
• Gave presentations and responsible for training hundreds of federal government employees on how to submit social security claims via QSSI software.
• Utilized Visio to create diagrams and other illustrations to be included in training manuals.
• Utilized Microsoft Office to create and edit training manuals.
• Utilized Adobe Photoshop to create graphics.

Technical Writer/Trainer

Responsibilities:

• Produced technical documentation outlining the design of the T Rowe Price websites and portals that allowed clients to access their accounts via the internet for the purpose of checking balances, selling certain types of funds, buying certain types of funds, adding bank accounts, adding money to the account via credit/debit card and generate reports. Also documented network and router configurations which consisted of Cisco and Juniper hardware. The purpose of this documentation was to ensure that if portal were ever lost that it could be rebuilt by any technical team.
• Requirements gathering.
• Designed online help and online employee training on the AXIS software system that included user interface and user experience design. Used Storyline to build the training component.
• Assisted in the user interface and user experience design, features and functionality for iOS and Android apps.
• Trained T Rowe Price employees in a classroom setting for those who were local unless I traveled to their home office.
• Worked with SME’s to create SOP’s.
• Convert business requirements to technical specification
• Created the user manual for the T Rowe Price web based AXIS product which is an internally developed software applications used by the T Rowe Price publishing and marketing departments.
• Trained T Rowe Price publishing and marketing employees on how to use AXIS.
• Interviewed subject matter experts (SME’s) to obtain the information needed to create user guides and training material for a non technical audience. Also was responsible for documenting the entire software, hardware, and network infrastructure because it did not exist.
• Reviewed documentation created or edited by other technical writers for technical content, punctuation, grammar, formatting, compliance with requirements and ease of read among non - technical audience.

Senior Technical Writer

Responsibilities:

• Create user manuals that instructed employees and global partners on how to use custom software developed to connect multiple sites around the world and track permits, vehicle information, various tree species, water ways, and more. All of these documents were stored in SharePoint.
• Requirements gathering.
• Created SOP’s.
• Supported development team by documenting each step of the development process.
• Created custom graphics and video.
• Documented custom software utilizing SDLC methodology.
• Documented network and data center architecture utilizing ITIL methodology.
• Documented database architecture.
• Implemented document management system that organized documents, kept track of document versions, allowed document sharing, indexed documents and attachments making them searchable from a standard browser.
• Convert business requirements to technical specification
• Interview SME’s to gather system and process information.
• Update existing USDA documentation.
• Assist in the development of documentation that explained the current data architecture including human capital and the impact that would be felt by the organization if major data center and network redesign changes were made.
• Prepared and gave presentations to both small and large groups of government employees.
• Was acting lead for small group of technical writers and graphic artists.
• Responsible for making sure that all content was section 508 compliant.
• Responsible for making sure that all content met 21 Century Video and Communications Act.

Technical Writer

Responsibilities:

• Conducted interviews with the software development team to author documents that would be used internally and by interested third parties.
• Responsible for making sure that all content was section 508 compliant.
• Responsible for making sure that all content met 21 Century Video and Communications Act.
• Requirements gathering.
• Managed all documentation associated with the development of the software including source code written in .net, java, and HTML.
• Developed documentation to be used by USDOL staff and claimants for medical programs such as FECA, EEOICP, and BLBA.
• Lead small group of technical writers
• Created SOP’s.
• Developed training material for USDOL staff explaining how claims should be filed in the new system and how claimants would be able to interface with it using Captivate.
• Prepared and gave presentations to government employees and contractors.
• Translated in-house terminology so that claimants would understand the message being conveyed.
• Created a user manual including graphics explaining how to use custom software designed to streamline the registration and tracking process of claims made by government employees of every government agency in the U.S.
• Created online help.
• Worked with other internal teams and individuals to review and get approval for all documents produced.
• Created internal employee policies and procedures handbook explaining how to handle claimants and their claims.

Senior Technical Writer and Trainer

Responsibilities:

• Responsible for editing existing technical documents and user manuals created in Microsoft Word, Microsoft Visio, and Adobe Acrobat for technical accuracy and grammar.
• Create RFP’s.
• Created user manuals including graphics after interviewing SME’s and hands on testing.
• Responsible for interviewing SME’s and top level management for the purpose of creating technical and business case documents.
• Produced online and classroom training curriculum for NOAA staff using Captivate.
• Created training materials using Robohelp.
• Trained NOAA employees.
• Host online meetings and training.
• Attended and hosted meeting with the sole purpose of gathering information that would be later put into a document and forwarded to the appropriate individuals.
• Documented IT, security, and business policies and procedures using Microsoft Word, Microsoft Visio, Adobe PhotoShop, Adobe InDesign, Adobe Acrobat, and Camtasia Studio 8.
• Responsible for making sure that all content was section 508 compliant.
• Responsible for making sure that all content met 21 Century Video and Communications Act.
• User interface and user experience design.
• Designed and implemented a knowledge management system that allowed the efficient storage and use of documented knowledge gained by the organization over a period of years. The system is accessible via secure authentication on PC, iPhone, Android, and Windows mobile devices. It also kept track of document versioning, who accessed document, who made changes to documents and more. Integrated and modified commercial off the shelf products to complete the solution.

Senior Technical Writer and Trainer

Responsibilities:

• Responsible for documenting network security procedures for the FTC
• Responsible for making sure that all content was section 508 compliant.
• Author best practices and policies/procedures documents for IT department.
• Prepared documents to be used in case of an emergency that explained how the entire network is designed along with all security, network, and user settings. Network diagrams were created and edited using Microsoft Visio.
• Produced training materials using Robohelp and trained FTC employees and contractors on network security procedures.
• Created a searchable online system that allowed employees to access documents on their remote computer or mobile device.
• Created manuals including graphics that explained how to use Windows 7 and Microsoft Office 2007
• Lead a team of three technical writers and responsible for reviewing their documents before publishing.
• Maintain, consolidate and update previously existing documentation on SharePoint.
• Interview subject matter experts.
• Provided application training to employees.

Lead Technical Writer and Trainer

Responsibilities:

• Responsible for documenting the software development of all custom software applications.
• Created best practice document.
• Documented IT processes.
• Converted business requirements to technical specification
• Created, maintained and updated user guides explaining how to use software, policy and procedures documentation, authored RFP’s, and documented entire network architecture. Creation and editing was accomplished by using Camtasia Studio 6, Microsoft Word, Microsoft Visio, Microsoft PowerPoint, Adobe PhotoShop, Adobe Acrobat, and PageMaker.
• Create multimedia videos for teachers, administrators, and students. Also hosted online training.
• Created training material and trained teachers and administrators on the use of custom software using Captivate.
• Documented data center policies and procedures and updated network infrastructure document.
• Create RFP’s.
• Integrated and modified commercial off the shelf products for knowledge management solution.
• Lead team of technical writers and was responsible for reviewing their documents for quality from a writing and technical perspective.
• Architected and implemented a complete knowledge base that provided information to teachers, school administrators, students, and the parents of students that is accessible via a computer and iOS or Android devices.
• Interviewed subject matter experts
• Attend technical and business meetings so that the information learned could be incorporated in documentation. Also recorded meeting minutes.
• Create presentations using PowerPoint, Adobe Acrobat, Word, Illustrator and other popular applications.
• Capture statistics and build business case for different projects within the organization.
• Presented technical solutions to both technical and non technical groups within the Baltimore City government.

Technical Support Consultant

Responsibilities:

• Documented client network and datacenter configurations.
• Provide Windows support for Partners in IT clients on a limited part time basis.
• Created help desk online training and a knowledge base using Adobe Captivate and Wiki.
• Create proposals.
• Wrote troubleshooting manual for help desk.
• Documented SOP’s for client.

Senior Technical Writer and Trainer

Responsibilities:

• Trained more than 500 technical and non-technical persons on the installation, support, or use of xDSL, network transport technologies, Microsoft Office and HD and SD video encoding.
• Authored white papers and case studies.
• Developed software user manuals as well as training manuals for the INOVA Hospital system.
• Created employee handbook that covered all aspects of employment.
• Created technical training material using Adobe Captivate, Adobe Photoshop, Camtasia Studio and Microsoft Visio.
• Designed certification criteria and test for xDSL and FiOS certification for Verizon Communications.
• Utilized Adobe Captivate v5 to create interactive rich multimedia based training material.
• Created product and service proposals for hardware, software, and networking.
• Created multimedia videos and audio files for presentations and training.
• Created graphics for print.
• Created user manuals for clients such as 3Com, Verizon, Juniper, Nortel, EMC, HP, Pair Gain, Fujitsu, Motorola, and others documenting installation, configuration and support of hardware and software.
• Documented hardware and software development/design and implementation.
• Documented central office and data center design.
• Documented IT processes.
• Responsible for a team of telecom engineers via National Telecommunications and Information Administration (NTIA) that was tasked with coming up with multiple technical solutions to bridge the digital divide and to gather nationwide statistics on internet use by minorities and the poor during the Clinton administration in 2000.
• Assisted in the selection and implementation operating support systems (OSS) and business support systems (BSS) for Nortel in 1998, Bell Atlantic in 1998, Teleglobe in 1999, and LCI/Qwest in 1999, and Winstar in 2000. Responsible for drafting RFP to find OSS/BSS software vendor, assist in modifying and customizing software to meet client needs. Also worked with Bell Canada, Bermuda Telephone Company, RCN/StarPower, and other telecoms/CLEC’s.
• Beta tested and documented Windows 95, Windows 2000, Windows XP, Windows Vista, and Windows 7 for clients planning to migrate to the latest operating systems.
• Assisted in the planning and implementation of Windows OS and Server upgrades
• Created a document that outlined the development of Verizon FiOS back office software that interfaced with existing billing system and tracked customer usage using Software Development Life Cycle (SDLC) guidelines. Was also responsible for reporting progress to management on a weekly basis.
• Wrote training manuals, SOP’s and created online knowledge bases for fortune 500 clients.
• Documented internal corporate documents using Wiki Technology.
• Assisted in the development of user interfaces for Verizon, Netgen Video, and others with regard to the user experience and functionality.
• Maintained knowledge bases and updated software and hardware version changes.
• Met with and interviewed developers, programmers and engineers (SME’s)
• Proofread and edited documents authored by other technical writers.
• Create graphical images for use in documentation.