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Technical Writing/support Documentation/federal Software Support Resume

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SUMMARY:

To establish outstanding quality technical writing by providing clear and detailed documentation based on 15+ years’ experience writing experience. Maintain a diverse and comprehensive knowledgebase across corporate products and departments in order to collectively contribute to the company’s documenta - tion effort. This is enhanced by working knowledge of IT Business practices and time spent working in theSupport Department.

TRANSFERABLE SKILLS:

  • Software and process documentation, and Product Testing
  • Help Guide Creation (Web - based, user guides, intra-office, web page process docs etc.)
  • Ability to foresee end-user needs and questions
  • Focus on efficiency and detail
  • Strong Interpersonal skills
  • Diplomatic
  • Ability to handle heavy workload
  • Adaptive
  • Persistent

WORK EXPERIENCE:

Technical writing/Support Documentation/Federal Software Support

Confidential

Responsibilities:

  • Adopted Technical Writer templates for use in creating internal Help Guides in Agency-wide documentation effort, Installation docs, and User Aids,
  • Created work around of posting files to external FTP site to enable users to retrieve GW map data when FTP download speeds slowed
  • Developed extensive Protracts,Toolkit, Gateway & CMT Support Technical guides(searchable by keyword/content), create user manuals, documented software How-To guides, created Standard Operating Procedure documentation employee orientation guide, Glossary & Acronym reference sheets, created new employee orientation and training manual, created hierarchical escalation trees(assist in design of support structure for CRM environment).
  • Assisted with preparation of Toolkit Teleconferences. Assisted with POAMS and TechREG support logging at peak load.
  • Performed Toolkit & ProTracts tier 1 support, (additionally performed Tier 2 ProTracts issues per request, and “on-call” work for special assignments as needed) executed test cases for the CRM Common Desktop project.

Senior Tech Writer / Chief Product Tester / Senior Support Rep./Webmaster

Confidential

Responsibilities:

  • Authored all help and application documentation.
  • Developed all end-user documentation and conducted product testing(Performance, Load, Smoke, Usability & Regression) for Flash, Market Center, Traders Market Center, Traders Online, Simulator, and The Option Professor ( corporate Trading applications).
  • Responsible for all smoke, functional, and user acceptance testing, reported directly to owners,
  • Developed searchable online help manuals for each software product including index, keyword, and step-by-step how to guides, wrote extensive step-by-step software guides for novice users, tracked customer feature requests and reported results to owners, maintained knowledgebase of current customer needs and interests in daily phone and email contact.
  • Presented reports tabulating customer software requests to owners, documented office procedures and departmental operation guides,
  • Provided Tech Support for all software products and websites, generated sales reports and monitored customer satisfaction.
  • Managed and maintained corporate web site.
  • Provided software support for an international customer base and supported 2 online quote retrieval and trading systems.
  • Maintained online order servers and a trade simulator.
  • Trained customers on proper PC usage and maintenance, settled customer billing disputes, and assisted in software design, test and troubleshooting of software issues.
  • Acted as liaison between owners and consultants and managed network migration from thin-client to PC based network.
Help Desk Technical Support

Confidential

Responsibilities:

  • Wrote employee training and orientation guide, Interviewed and accessed clients' interests and abilities; helped organize and plan summer youth program, started satellite office until other counselors were hired; acted as liaison between employer and employee; developed marketing and job development strategies;, interfaced and coordinated with city county, and other youth agencies; delivered business proposal to potential employers and local youth agencies.

Help Desk Technical Support

Confidential

Responsibilities:

  • Provided on-line support to PC network of 1500; analyze and troubleshoot LAN related system problems, upgraded memory and replaced hardware, walked users through steps to resolution and educated users as to proper procedure for system error resolution.

Freight Claims Representative

Confidential

Responsibilities:

  • Researched and deciphered shipping problems to determine corporate liability and appropriate course of action; handled customer complaints; reviewed and negotiated appeals; provided account information, explained company policies and monitored customer satisfaction; assisted in monitoring warehouse quality control; routed incoming customer calls; tracked shipments from warehouse to customer location.

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