SUMMARY:

• Extensive experience writing technical and end - user documentation for multiple industries.
• Perform effectively with a cross-functional team of developers creating superb products that meet and exceed customer requirements.
• Created Information Technology policies and procedures (MSWord) for the technology leader in activity & participant management software.
• Asset management, audio-visual support, call center support, desktop engineering, executive support, messaging, mobile device IT support, print services.
• Help desk and related documentation for IT/infrastructure organization (ITIL-aligned):
• Configuration and administration guides for systems/applications: HP OpenView Service Desk, VPN, Cisco network (Call Manager installation/administration/upgrade, user procedures, hardware installation/configuration) SFTP transfer, plugins, network security (policies and procedures), virtual infrastructure
• Procedures for automated business functions: equipment/software orders/inventory/distribution, staff administration/training, security/email audit/encryption, IE upgrade, Windows configuration/upgrade, application/system end-user guides
• Created XML-based technical reference manuals, application reports, data sheets for engineers incorporating software components in custom wireless telecom applications. Created writing templates and procedures for XML-based content-management.
• Developed multiplatform documentation to support integrated SCADA systems development; managed documentation and training teams developing user manuals and classes for 2,000+ OEMs and system integrators.

SKILL:

• Technical writing/editing
• Online help content
• Business process design/improvement
• SharePoint administration
• Instructional design/training development/delivery (computer-based training)

TECHNICAL SKILLS:

Tools: XML, HTML, MS Office (MS Word, PowerPoint, Visio Excel), SnagIt, SharePoint, Galileo, XMetal Author, FrameMaker 7, Doc-To-Help, Robohelp 6, Ventura Publisher, Interleaf (Quicksilver 1.0) Adobe Acrobat Professional, ARIS, Visual Source Safe, proprietary databases and tracking systems. StatusMart and iFulfill (loan fulfillment) Encompass (loan origination and processing), ECI Empower and WorkDay (human capital management), EPX (Electronic Payment Exchange).

EMPLOYMENT HISTORY:

Confidential, Dallas, TX

Technical Writer

Responsibilities:

• Reformat existing onboarding procedures in new corporate template.
• Create new procedures where appropriate.
• MSWord, SharePoint.

Confidential, Frisco, TX

Technical Writer

Responsibilities:

• Created high-level business process diagrams and step-by-step operating procedures for Confidential: Daily Cash Reconciliation, Dispute Processing. MSWord, Visio, SnagIt, SharePoint, AS400, EPX.

Confidential, Dallas, TX

Contract Technical Writer

Responsibilities:

• Created Information Technology policies and procedures (MSWord).
• Asset management, audio-visual support, call center support, desktop engineering, executive support, messaging, mobile device IT support, print services.

Confidential, Dallas, TX

Technical Writer (Consultant)

Responsibilities:

• Assembled content from client wiki and websites to create program guidelines for online academic degree programs.
• Upgraded MSWord template for program guidelines, assembled onboarding schedules (MSWord), and created organization charts (Visio, MSWord).

Confidential, Plano, TX

Senior Technical Writer

Responsibilities:

• Designed and created internal and customer documentation for Human Capital Management software suite.
• Created user procedures for client HR departments to support ACA (Affordable Care Act) processing, including client setup, identification of eligible employees, tracking employee eligibility over time, assembling 1094-C transmittals and 1095-C forms, submitting forms to IRS, correcting IRS rejections.

Confidential, Carrollton, TX

Policy and Procedure Writer

Responsibilities:

• Developed procedure documents for business functions: Loan Processing, Reverse Mortgage, Accounting, Payroll, Secondary Marketing, others.

Confidential, Dallas, TX

Contract Technical Writer, Human Resources

Responsibilities:

• Returned for short contract at client’s request.
• Converted 35 Investment Accounting documents to policy format.
• Completed six end-user training documents for rollout of Workday system.
• MS Office, SharePoint 2010.

Confidential, Plano, TX

Contract Copy Writer

Responsibilities:

• Procedure Management/Group Operations
• Created/maintained procedure documentation for Confidential Fulfillment.
• Facilitated transition from StatusMart system to iFulfill.

Confidential, Dallas, TX

Technical Documentation Writer

Responsibilities:

• Specifications and business process alignment, product documentation, customer satisfaction
• Created product documentation:
• Maintained customer relationships and supported automotive industry compliance: Assembled Production Part Approval Process documentation from multiple sources
• Expedited smooth transition of all TI devices from wafer fab facilities in Japan and Houston to facilities in north Texas by creating CoDCs reflecting new manufacturing conditions and test results. Maintained/co-managed CoDC project for the transfer.
• Facilitated information transfer to customer engineers by writing/revising technical reference manuals for the use of TI circuits in mobile telecommunication applications.
• Increased employee productivity by documenting procedures for XML-based content-management and by revising the publication template for quality specifications.
• Wrote and revised auditable semiconductor quality specifications for clarity, consistency, and correctness.
• Improved business processes and preserved TI “tribal knowledge”: Documented and tracked existing procedures to facilitate efficiency and leverage expertise and data sources.
• Increased usability of proprietary quality tracking system used by all TI employees: Redesigned key input sequences, revised online help, tested updates, co-authored training.
• Facilitated information transfer to TI employees:
• Designed and developed training for use TI-wide: Automotive market standards/and procedures, Customer Return process
• Design/maintain SharePoint sites for wide use and for internal projects