SUMMARY:

• Extensive experience in IT and computer industry in various roles: staff, consulting, and management positions in large, small, and startup organizations. Managed complex, long - term documentation projects while working under and meeting critical deadlines; earned reputation for producing high quality information / communication products: communication plans; service, technical, and user manuals; product overviews and tech data sheets; FAQs and knowledge base documents; presentations; materials and video scripts; online help; process maps and detailed standard operating procedures; marketing materials; glossaries and style guides.
• Results driven with extensive experience working with technical and engineering SMEs, trainers, support staff, vendors, management, and executive levels to elicit technical and user information and business/functional requirements as needed. Ensures compliance to corporate quality standards, style guides, and customer requirements, and has performed usability testing to ensure external documentation meets customer and user needs. Works well independently, in teams, and in lead/consulting/management roles.
• Has published and won s in the field. Has taught writing and communication courses at the university and college level.
• Technical Writing & Editing
• Communication Planning & Design
• Process Improvement
• Process Mapping
• Standard Operating Procedures Writing
• Business Analysis
• Development
• Presentations
• Project Management

TECHNICAL SKILLS:

Tools:, Applications, and Resources: MS Word, Excel, PowerPoint, Visio, MS Project, InDesign, PageMaker, FrameMaker, Ventura Publisher, SnagIt, Paintshop Pro, Camtasia, RoboHelp, Adobe Acrobat. Documentation Management systems: SharePoint, Box, SVN. Chicago Manual of Style; NCR Style Guide and Quality Documentation Process; Confidential (CBSU) Information Engineering Group Style Manual and Process Development Methodology. Have written or contributed to various client style guides; have created numerous print and online templates for technical and user documentation, internal reports, and newsletters.

PROFESSIONAL EXPERIENCE:

Confidential, Ithaca, NY

Sr. Technical Writer

Responsibilities:

• Began terminology project for Hi-Speed business unit. Researched, gathered, defined, and categorized terminology used in check-weighing industry. Collaborated with other terminologists in other divisions.
• Edited 170 page technical product guide—written by non-native English speakers—under a one-month deadline.
• Edited and created marketing and sales materials under tight deadlines.
• Managed video shoot of check-weighing machines with professional photographer-videographer.
• Conducted audience analysis by interviewing sales representatives to gather requirements for their information needs.

Confidential, Ithaca, NY

Sr. Technical Writer

Responsibilities:

• Created and revised marketing and software documentation for strategy management application.
• Gathered and developed business requirements for strategy management application.
• Created and revised process maps and procedure documents for various management and sales processes.
• Researched and created business plan and strategy planning documents.

Confidential, Albany, NY

Sr. Technical Writer

Responsibilities:

• Created 20 modules of combined and user documentation under extremely tight deadlines for customized manufacturing execution system (MES) for the production of car engines.
• Produced final output that was the equivalent of approximately 700 printed pages.
• Elicited system information and review comments from engineers and developers from the US, Europe, and China.

Confidential, New York, NY

Sr. Technical Writer

Responsibilities:

• Planned and wrote several run books and documents for new Whole Loans management system.
• Created online document template.
• Wrote scripts for short videos.

Confidential, Syracuse, NY

Technical Writer

Responsibilities:

• Edited over 140 lengthy Standard Operating Procedures (SOPs) under tight deadlines as part of Security Compliance for provisioning access to software applications. SOPs were written by non-native English speakers. Process included conversion of the SOPs to a new online template.
• Co-created detailed online template to standardize the format of SOPs across several organizations.
• Wrote user guide for standardizing the content and converting the content to the new online template.
• Thoroughly revised and wrote portions of a user guide for HP Service Manager (service delivery application) used by the Access Administrators.
• Wrote portions of internal style guide used by writers and editors of the SOPs.

Confidential, Ithaca, NY

Business Analyst

Responsibilities:

• Elicited requirements from stakeholders for proposal approval process for research administration application (Kuali Coeus).
• Defined and documented business requirements for the proposal approval process.
• Created flowcharts and documented functional requirements for the proposal approval process.

Confidential, New London, CT

Process Analyst, Project Manager, Procedures Writer

Responsibilities:

• Created various communication and work products supporting Strategic Study Placement organization’s mission of facilitating strategic planning for country placement of clinical studies: communication plans, project plans, program feasibility procedures and guidelines, process maps, video scripts, SWOT analysis, and numerous other communication products.
• For the Contracts & Outsourcing organization: conducted requirements gathering sessions, documented requirements, and created process maps and standard operating procedures (SOPs) to document business processes; created process maps and SOPs, FAQs, and other supporting documents for a global workload tracking and management system.

Confidential, Boston, MA

Communication Planner, Procedures Writer, Process Analyst

Responsibilities:

• Created and implemented communication plan and documentation as part of business process re-engineering project.
• Conducted requirements gathering sessions with stakeholders, developed process maps, and wrote procedures documents.

Confidential, Groton, CT

Communication & Developer, Knowledge Base Developer, Project Manager

Responsibilities:

• Created and implemented project communication plan and communication deliverables to support major project to design and implement enterprise-wide asset management system.
• Coordinated project teams in US and UK to implement service delivery application upgrade, testing, reporting, and .
• Created and implemented deliverables key to implementation success of enterprise-wide service delivery application (Peregrine ServiceCenter): process maps, procedures document, project communication plan, and other communication products.
• Designed, created, and delivered materials for UK implementation of service delivery application.
• Created, tested, and revised problem resolution and system description documents for Knowledge Base.

Confidential

Documentation Manager, Technical Information Developer

Responsibilities:

• Managed the development and production of technical, user, marketing, product overviews and information products, including video and multimedia products for software and hardware products, such as 3D Modeling Software and transaction printers.
• Managed outsourcing of graphic design, technical illustration, photography, and video production services.
• Created communication plans; designed, wrote, edited, and tested user, technical, and service documentation for software and hardware products, including, hand-held scanners and Hospital, Financial, and Criminal Information Systems.

Corporate Publications Consultant

Confidential, Dayton, OH

• Identified, evaluated, and established relationships with university programs in technical communication.
• Developed and implemented guidelines for recruiting graduates and coordinated recruiting efforts of Publication Managers.
• Facilitated on-line courses on Managing Projects with In-house and Outsourced Teams: provided readings and direction to on-line participants; led discussions; evaluated postings and course assignments
• Taught Organizational Writing and Publishing and Theories of Communication Media: developed lectures, assignments, and evaluated student projects.
• Taught Communication for Engineering Managers: developed lectures, assignments, and evaluated student projects for upper-class engineering students.
• Taught Technical Writing: developed lectures, assignments, and evaluated student projects for Auburn Correctional Facility inmates (maximum security).