PROFESSIONAL SUMMARY:

• Senior technical writer and editor with 25 years’ experience in documentation and change management in federal, military, forensic and diagnostic sciences, medical device engineering, and SDLC / Agile environments.
• Proficient in single - source documentation tools, graphics, requirements definition, software testing, training, and user support.
• Experienced business traveler who communicates effectively with end-users, subject matter experts, technical specialists, project stakeholders, and executives.
• Professional, enthusiastic, creative, and adaptable team player, comfortable in diverse environments with outstanding written, oral, and presentation skills.

SKILLS:

Software: MS Word (expert), PowerPoint, Excel (advanced), Project (intermediate) MadCap Flare (advanced) Adobe Acrobat Professional, Framemaker, DreamWeaver, (intermediate) Camtasia video editor (intermediate) SharePoint (intermediate) JIRA (intermediate) SQL and Crystal Reports (basic) AutoCAD (prior expert) JetForm Designer (prior expert) PVCS Version Manager Administrator (prior advanced)

Hardware: MS - based PCs, Windows NT and Novell Netware LANs / WANs M204 Mainframe terminals and PC emulation CTOS / BTOS Platfor

Foreign Languages: French (read / advanced conversation) Persian Farsi (conversational) American Sign Language (basic)

PROFESSIONAL EXPERIENCE:

Technical Writer & Scrum Master

Confidential

Responsibilities:

• Produces technical end-user guides for a variety of customized web-based applications for the Confidential Civil Division’s Office of Management Information.
• Acts as Scrum Master using Jira in an AGILE / SCRUM development environment.

Senior Technical Writer / Editor

Confidential, Fayetteville, NC

Responsibilities:

• Extensively revised project planning and deployment documentation for high-end video security and surveillance systems.
• Created interactive MS Word templates in an MS Office 365 SharePoint environment.
• Created and updated range of HR standard operating procedures (SOPs)

Technical Writer / Editor

Confidential, Sparks, MD

Responsibilities:

• Developed XML-based help systems for medical diagnostic instruments
• Wrote customer-facing medical device user guides, product inserts, and online help systems
• Proofed formatting and graphics for documents translated into 16 languages from the original English.
• Wrote user manuals, service bulletins, and online digital content for 30 diagnostic instrument platforms
• Developed style guides, templates, and formatting themes, and applied to legacy content
• Converted thousands of pages of MS Word and Framemaker files to MadCap Flare for PDF and web-based output
• Maintained library of thousands of Technical Service Bulletins in compliance with Confidential requirements.

Senior Trainer, Writer, Service Manager

Confidential, Washington, DC

Responsibilities:

• Developed Laboratory Information Management System ( Confidential ) training courses from requirements analysis through implementation, as well as supporting user guides and online resources.
• Travelled nine US-based laboratories and set up IT classrooms; conducted training for up to 25 students consisting of laboratory supervisors, chemists, latent print specialists, digital forensic analysts.
• Managed Tier 2 Confidential Help Desk for LMS in support of 400+ users located throughout the US.
• Collaborated with software developers and Subject Matter Experts in an AGILE / SCRUM environment to gather and analyze requirements; created and maintained Requirements Traceability Matrix; developed Quality Assurance test plans.

Deputy Program Manager / Senior Trainer

Confidential, Washington, DC

Responsibilities:

• Managed training and technical support for IT Division of the Drug Enforcement Administration ( Confidential ).
• Assisted program manager with planning, coordinating, and executing routine and complex projects from contract award through execution of application development, from requirements analysis and definition through bug resolution and deployment.
• Tested and conducted quality control for 800+ electronic forms.
• Developed and conducted training seminars on secure email system for 1000+ students on throughout the US.

Technical Writer / Analyst

Confidential, Burke, VA

Responsibilities:

• Created project and end user documentation for the Confidential such as user guides, context-sensitive online help systems, and training videos.
• Collaborated with developers and client subject matter experts for requirements analysis, UI design, and testing.
• Developed documentation standards and ensured compliance from other content creators.
• Teamed with analysts, developers, and database specialists for browser-based, Oracle backend applications
• Produced functional requirements and system design documents, test and implementation plans, user guides, on-line help systems, and release notes
• Tracked and resolved trouble tickets and application enhancement requests using MS Project
• Acted as manager in her absence.
• As QA Analyst for Pension Benefit Guarantee Corporation: Supported application development teams with full life cycle file management and compliance with CMMI/2 standards
• Acted as PVCS Version Control administrator in his absence
• Formulated system scope and objectives
• Prepared monthly client production reports using SQL scripts and Crystal Reports
• Troubleshot tier-three user calls for a variety of client-specific applications
• Worked in team of web developers to produce computer-based, Web-based, and video training courses
• Tested software releases.

LAN Academy Instructor

Confidential, Washington, DC

Responsibilities:

• Served as LAN Academy Instructor for Immigration and Naturalization Service; developed and conducted platform training for LAN / WAN system administrators in classes with up to 14 participants.
• Completely redesigned and updated training modules for NetWare 4.11 administration, IPX and IP, mainframe communication and emulation, and ROPES (mainframe printing).
• Developed and performed in training videos including “Connectivity for NetWare 4.11 and Mainframes.”
• Teamed with other instructors and technical staff to conduct our first nation-wide, live, VTC satellite conference.

Windows NT System Administrator

Confidential, Washington, DC

Responsibilities:

• Served as Windows NT System Administrator for the Confidential Information Systems Division, primarily responsible for email systems.
• Collaborated on five-person team to support 2000+ end-users in all aspects of network and application support and trouble-shooting; acted as primary support contact for the Agency Administrator and his staff.
• Provided desk-side and phone support for MS Office Suite and various custom applications.
• Maintained high customer service satisfaction ratings through good teamwork, standardization, and quality control.

Training Manager

Confidential, Washington, DC

Responsibilities:

• Provided training and management services to the Drug Enforcement Administration.
• Led 15-member training team in developing and conducting client-specific training classes.
• Implemented new hire train-the-trainer program resulting in improved in product quality, staff morale, and retention rates.
• Trained 2500+ users on OTC and custom applications at Confidential, the FBI Training Academy, and sites throughout the US.
• Set up, broke-down, packed and shipped laptop-based Windows NT classroom equipment at 20+ domestic sites.
• Created 200+ electronic forms to precise client specifications using JetForm Designer 4.0.