SUMMARY:

• Project Manager and - winning Technical Writer with over ten years’ experience in project management, writing, editing,, web content development, and team management.
• Creative problem solver with extensive and varied experience. Hands on experience with:
• Project Management
• User documentation creation for print and online delivery
• Operations Analysis
• SEO Web and Marketing content creation
• Agile Development Methodology
• Process Development and Implementation
• Development, Organization, and Delivery
• Press Release creation, distribution, and placement

TECHNICAL SKILLS:

Microsoft Office Suite, Atlassian Confluence and Jira, Redmine, FrameMaker 11 and structured FrameMaker, MadCap Flare 11, Microsoft SharePoint, Microsoft InfoPath Designer 2010, Microsoft Publisher, Microsoft Visio, Dreamweaver, eXPlainPMT, RoboHelp, InDesign, Photoshop, Captivate, Adobe Presenter, IBM Simulation Producer, AuthorIT, WebSite Builder s Toolbox, Stellent Web Content Server, SnagIt, FullShot, Epic Editor (for SGML & XML), XML Pro 2.0, Moodle, MailChimp some native HTML and XML experience

PROFESSIONAL EXPERIENCE:

Confidential, Plano, TX

Project Manager, Engineering

Responsibilities:

• Managing releases that span an average cycle of 16 development weeks and 4 hardening weeks.
• Monitoring project performance for teams comprised of approximately 100 design and SQA developers located in Texas and China.
• Driving Release and Customer Defects to closure.
• Performing risk management primarily in areas of critical path projects and timely deliverables across teams.
• Solving unique challenges as they arise during the SDLC process.
• Achieving greater than 95% on time delivery while maintaining established quality goals.
• Coordinating development activities with marketing, manufacturing, technical publications, and customer service organizations to support enterprise-wide product deployment.
• Maintaining and improving established SDLC processes for auditable, repeatable results.

Confidential

Senior Technical Writer, Engineering Technical Publications

Responsibilities:

• Project managed three products’ documentation sets, for national & international clients, with print and online deliverables created in:
• FrameMaker 11
• Ms Word
• MadCap Flare 11
• Received Inspire for demonstrating “Best Team Wins” ethic
• Managed SharePoint site
• InfoPath Designer 2010

CONFIDENTIAL

Operations Analyst, Engineering Operations

Responsibilities:

• Working with Technical Publications team and key stakeholders to drive the Service Model Documentation project to success
• Supported the test & rollout of new Employee Resource Manager (ERM) tool
• Received Silver Level for creation and delivery of for ERM tool
• Updated existing SharePoint list/database for SW license maintenance costs to make it operational as a budgeting tool
• Created ‘placemat’ documenting support & escalation policies for Operations-related IT groups
• Created basic Lab Safety Guidelines for Telecomm Engineering Lab
• Created and maintained Operations SharePoint site to be a comprehensive view into the Operations teams clearly showing project status, roadmaps, roles & responsibilities and contact lists
• Used SharePoint to implement sustainable VoC satisfaction surveys
• Built visual management for Operations’ budget
• Project managed base-lining tier 1 and 2 high-value clients' network purchases to identify (lost and) future sales revenue potential for Commercial Marketing group
• Received Bronze Level for this project
• Created first-ever online videos (using Captivate and Moodle) to increase internal communications penetration
• Project managed baselining tier 1 and 2 high-value clients’ network purchases to identify lost revenue and future sales revenue potential
• Created wiki sites (using Confluence) to enhance real online knowledge dissemination
• Analyzed hiring attrition trends and present, using Excel
• Special Projects

Confidential, Frisco, TX

Lead Technical Writer

Responsibilities:

• Analyzed current documentation content and delivery methods with regard to internal and external customer needs
• Standardized content across product lines for consistent customer message
• Analyzed single-source delivery tools and methods for Web help and Print delivery viability
• Developed and implemented templates for Marketing and Customer documents

Consultant \ Contract employee,

Confidential

Responsibilities:

• SEO Content Developer - Write and edit Web content for search engine optimization (SEO)
• Senior Technical Writer - Created FDA-compliant change packages for Web-delivered customer documentation. Prepared Device History File for FDA inspection
• Developer - Created materials for Apple 3G iPhone launch for both retail and corporate client sales delivery systems
• Communications Writer - Created template for and standardized look and feel of existing enterprise-level technology standard documents. Created collateral materials for company-wide communications plan, including: CTO e-mail; Intranet articles; Newsletter articles
• Intranet Content Manager - Project Manager for intranet content development project using Agile Development methodology. Created intranet pages using company-defined templates published through Stellent content management system. Responsible for gathering, editing, and organizing content to present Enterprise-level information to internal users
• Information Design Consultant - Researched and lead migration from ‘ad hoc’ document and content creation to single-source model. Redesigned and delivered entire user installation and library
• Sarbanes-Oxley Consultant - Worked with IT team and management to implement Change Management processes and procedures. Educated staff on the reasons behind Sarbanes-Oxley and worked to get “buy in” from staff. Wrote and edited forms, user guides and, materials and other control documentation for Sarbanes-Oxley section 404 IT Controls compliance. Gave for various COBIT processes and local Help Desk Software

Confidential, Plano, TX

Senior Technical Writer

Responsibilities:

• Developed and implemented style guide to support consistent, user-friendly information delivery
• Created user guides for PACS appraisal and collections software
• Researched single-source delivery tools and methods
• Developed strategies to gather and in corporate user feedback through usability testing and surveys

Confidential, Addison, TX

Information Designer

Responsibilities:

• Created Manuals for BuildPro and Supply Pro Web-based home builder scheduling and procurement systems
• Created -winning Quick guide for software users
• Created Policies and Procedures guide for Customer Care department
• Re-designed and edited dynamic, online help system
• Designed new template for customer Release Notes and Product Features catalog

Confidential, Plano, TX

Technical Writer \ Analyst

Responsibilities:

• Created online help for new, Web-based Premium Billing\DIAMOND software
• Created documentation plan and online help for Federal Employee Program application for DIAMOND software

Confidential , Irving, TX

Manager, Customer Information Design

Responsibilities:

• Developed initial, customized Excel spreadsheet to track and predict business area’s documentation budget, schedule and deliverables; used by business area and strategic collaborators before global tools available
• Oversaw information design specifications and streamlined creation process
• Approved all information plans, schedules and deliverables
• Localized global process to save Dallas programs estimated 50% in documentation costs and retained product and organizational competence
• Directed migration of documentation to XML for modular, single sourced creation and dynamic XHTML Web delivery

Confidential

Group Leader, Customer Documentation

Responsibilities:

• Wrote initial Local Operating Procedures guide
• Wrote initial local induction plan for writers and trainers
• Developed new hiring practice that resulted in long term retention
• Trained Hong Kong customer and gathered feedback for pilot program

Confidential

Senior Technical Writer

Responsibilities:

• Migrated documentation and groups from Word to SGML environment (purchased SW, arranged for documentation & groups, implemented global document delivery system). Maintained team morale during migration from familiar environment to all new one and acted as local key user
• Involved in hiring contract and permanent writers and course developers
• Redesigned local network storage structure
• Implemented document management processes and procedures
• Promoted to Documentation Group Team Leader (December 2000)

Confidential

Lead Technical Writer

Responsibilities:

• Researched and wrote local logistics procedure for Dallas customer documentation fulfillment
• Global Product Process Improvement Team contributor and local coordinator