SUMMARY

• Innovative and detail - oriented technical communicator and business analyst with more than 20 years of experience in roles of increasing responsibility and technical aptitude. Emphasize quality and usability in developing effective deliverables for government, healthcare, utilities, and e-commerce projects. Known for teamwork, dedication, versatility, and writing and editing expertise.
• Possess excellent communication and organizational skills.
• Thrive in a fast-paced, deadline-oriented environment.
• Balance multiple projects and priorities.
• Adapt easily to changing environments and project requirements.
• Develop strong rapport with subject matter experts and colleagues.
• Learn quickly and enjoy investigating issues and finding solutions.

TECHNICAL SKILLS

Authoring Tools: Microsoft Office (including PowerPoint), Adobe Captivate, RoboHelp Office, Adobe FrameMaker, WebWorks Publisher, HTML, Dreamweaver

Graphics Tools: Visio, Snagit, GIMP

Languages: SQL, HTML

Concepts: Online Help, Learning Management Systems (LMS), Web-Based Training (WBT), single-sourcing/content reuse, User Acceptance Testing (UAT), proposal writing, SDLC

PROFESSIONAL EXPERIENCE

Confidential

Business Analyst

Tools: Microsoft Office, Adobe Captivate, Toad, Snagit, OWCMS, WIET, CFIS

Responsibilities:

• Created Captivate videos to introduce system functionality and updates.
• Ran Toad queries to troubleshoot issues or produced reports as requested.
• Worked with customers and development and other staff to analyze and resolve system issues.
• Spearheaded increased communication efforts with customers by creating a deployment document template, collaborating on the content, and distributing the document to users.
• Served as administrator for OWD in activities related to the planned implementation of a Learning Management System (LMS).
• Maintained OhioMeansTraining, the repository for documentation related to the system. Moved all documentation created in RoboHelp to the application, which was built by state development staff, and created a user guide to document processes, styles, and workarounds. Performed knowledge transfer to State staff.
• Served as the manager’s “right hand” and assisted with training, documentation, requirements creation, UAT, and other tasks.

Confidential

Technical Writer

Tools: Adobe RoboHelp

Responsibilities:

• Assisted members of the training team in learning how to work in Adobe RoboHelp.
• Planned session agendas, performed demonstrations, and coached users through various RoboHelp tasks via webinar.
• Recommended strategies for work processes.

Confidential

Business Analyst

Tools: Microsoft Office

Responsibilities:

• Developed business requirements, including a mockup and wireframes, for the IT SharePoint site.
• Attended JAD sessions and worked with the client to document as-is and to-be processes.
• Performed system testing.

Confidential

Technical Writer

Tools: Microsoft Office, WMS, Snagit

Responsibilities:

• Developed five training presentations and more than 75 quick reference guides to accompany the implementation.
• Coordinated deliverables review with client SMEs.
• Adapted to multiple changes to the review process.
• Assisted in tracking questions that arose from training sessions and in maintaining minutes for daily debriefings.

Confidential

Technical Writer

Tools: Microsoft Office, PowerPlant

Responsibilities:

• Developed more than 35 quick reference guides to accompany the implementation of a utility application and to supplement vendor-provided training and documentation.
• Coordinated deliverables review with client SMEs.
• Coordinated user training and the printing and delivery of the training manuals.

Confidential

Technical Writer

Tools: Microsoft Office, ERS

Responsibilities:

• Created 13 quick reference guides to accompany the rollout of a new employee expense reporting solution.
• Created or updated documentation for 4 (3 large) help systems.
• Collaborated on a complex single-sourcing initiative that involved generating five deliverable sets for five different user types from one RoboHelp project.
• Collaborated in developing, maintaining, and testing a Web-Based Training (WBT) application. The application used a training instance of the case management system and tracked user completion of lessons. Users were required to complete lessons before registering to attend instructor-led training.
• Collaborated with colleagues and client staff to develop and document a workflow and process description related to deliverable deployments and the request for and disbursement of National Emergency Grant (NEG) funds.
• Collaborated in upgrading RoboHelp X5 to RoboHelp 8, including creating and testing Cascading Style Sheets (CSS), setting up database connections through RoboSource Control 3.1, and tracking progress in conversion work.
• Collaborated in developing and administering a transition plan to train client staff to take over the RoboHelp project.
• Maintained and updated supporting information (including an Architecture Guide, a Production Guide, and a Style Guide) to document team processes for future reference and to facilitate transition to client.

Confidential

Technical Writer

Tools: FrontPage, Snagit, Adobe Acrobat, Microsoft Office

Responsibilities:

• Created or updated documentation for health care solutions.
• Collaborated in creating new styles and standards for online help.
• Set up test systems for documentation purposes.
• Edited patch notes before release and peer-edited documentation.

Confidential

Information Developer/ Technical Writer/Associate Technical Writer

Tools: FrameMaker, WebWorks Publisher, RoboHelp Office, Dreamweaver, Microsoft Office, HTML, Paint Shop Pro, Adobe Acrobat

Responsibilities:

• Created or updated documentation for more than 20 e-business solutions.
• Completed more than 25 documentation projects.
• Completed more than 10 online Help projects.
• Created or updated technical documentation, including release notes, installation notes, alerts and errors, and white papers for the Development team.
• Served as the Documentation team’s backup editor.
• Peer-edited new or updated internal and external documentation.
• Edited computer-based training (CBT) plans and alerts and errors for other groups.
• Established guidelines used by the Development team for writing consistent solutions to production problems.
• Helped maintain a Development Web site.
• Maintained and updated the Information Development Web site.