Senior Information Developer Resume

Title
Senior Information Developer

Primary Skills
Technical Writing, Technical Editing, Technical Training in Software Development and Customer Support Environments

Location
US-CO-Loveland

Posted
Jan-12-09


Knowledge Programs:

* Technical Writing * Technical Editing * Technical Training
in Software Development and Customer Support Environments

Highlights:

Authoring, managing, tracking, and maintaining effective, timely knowledge projects from concept through deployment including customer requirements, feature definition and specification, product testing, field and customer introductions, global deployment, and support.

Strengths and Expertise

* Knowledge Transfer * Remote Work Assignments * Tracking and Reporting
* Requirements Gathering * Single Sourcing * Localization Process
* Project Management * Mentoring * Data Mining


Hardware Platforms: PC-Based, Sun, IBM, HP
Operating Systems: Solaris, AIX, NT, Windows NT, XP, Linux, HP-UX


Knowledge Authoring Tools: FrameMaker, WebWorks, Dreamweaver, RoboHelp, MS Word

Presentation Software: PowerPoint, Adobe Photoshop, Acrobat,

Markup Languages: HTML, XML, SGML

Applications: Windows Messenger, NetMeeting, WebEx, MS Paint, VoIP, MS Excel, ClearCase, ClearQuest, Oracle, MS SQL Server, IBM DB2


Professional Summary:

Owner/operator, Idea-Scapes.com LLC, Loveland, CO 2008 - Present

Founded and operate on a part-time basis a computer visualization service, providing photo-realistic views of completed landscaping, remodeling, redecorating or room addition projects before the physical work begins.


Senior Information Developer, Avaya, Westminster, CO 2001 - 2007

Project managed and lead development of multi-language documentation projects supporting software solutions for contact centers, including contact center agent functions and analysis of contact center operations. The projects included creating single-source materials used to generate Web-based publications and online help systems.

Project managed and lead documentation development work outsourced to India. Tasks included training and mentoring off-shore writers, editing writing done in India, and coordinating development schedules with software development and management teams in India.

Working as a telecommuter, forged strong relationships with hardware and software development teams located in Westminster and remote locations. Earned development teams' respect and was often requested for critical or difficult projects, especially those with short delivery cycles.

* Customers State Farm and Nokia desired to edit the documentation supplied by Avaya to include customized information for their employees. Avaya policy prohibits giving customers documentation source files. With management agreement, I investigated the customers' requirements and created subsets of the complete documentation set to meet the customers'
needs and delivered the files to them. This action resulted in editable material for the customers and a commendation from State Farm for helping solve their issue.

* A third-party firm was engaged to perform specialized software and documentation development for a customer. The third-party needed to create documents that was consistent with standard Avaya documentation, but had no knowledge of Avaya standards. I trained the writer on the Avaya standards, edited the work and facilitated technical reviews. The resulting documentation was well received by the customer and was leveraged for other
customers' use as well.

* The documentation department wanted to produce documentation with a consistent look and feel. Since Avaya had no clear, written style guidelines, writers tended to format documents as they pleased. I lobbied for and then spearheaded a task force charged with developing a documentation style guide. The resulting Style Guide provided the basis for consistent documents that are easier for customers to read and understand.


Learning Products Engineer, CoCreate Software, Inc., Fort Collins, CO 1996 - 2001

Requested to join this new Hewlett-Packard spin-off as Lead Learning Products Engineer (Information Developer) for all WorkManager (product data manager solution) projects including Java-based user interface (UI), application programming interface (API) development, rapid deployment technology, upgrades to current software, and sales training.

Served as liaison to R&D, Quality, and Manufacturing Departments on all Learning Products matters. Managed up to 5 contract writers supplementing the staff.

Created, obtained management buy-in and sheparded the Learning Products Plan of Record for all WorkManager documents and learning tools. Challenged to create unified documentation and training materials working with independent documentation development teams in the US and Germany.

Selected to join the design team for the first release of WorkManager Workflow software. Designed and developed multiple customer-facing documents including programming guides and task-oriented user guides. Created and tested the new HTML frames-based online help system.

* The Learning Products department was supporting documentation authored in multiple applications, resulting in costly repetitive updates to maintain consistency between documents. I lead the department to adopt FrameMaker+SGML as the standard development tool, including researching and learning FrameMaker and teaching other writers how to use it. After adopting FrameMaker+SGML, CoCreate realized decreased costs, shortened
update cycles and increased customer satisfaction with the newly consistent documentation.

* One critical Learning Products Engineer moved to a distant state, but her expertise was still needed to complete project deliverables. I championed the establishment of a telecommuting arrangement for this engineer, and then supported and coordinated her work. This telecommuting arrangement produced several successful customer documentation deliverables over a two year period. Following this model, CoCreate subsequently established successful telecommuting arrangements in other functional areas.


Previous Professional Experience:

Held positions as Technical Trainer, Technical Writer, and Learning Products Engineer with Hewlett-Packard Company in Colorado Springs and Fort Collins, CO.


Education and Professional Development:

MA, Education and Human Development, The George Washington University, Washington, DC, 1997 Educational Technology Leadership Concentration

BS, Business Administration, University of Colorado, Colorado Springs, CO 1984 Major: Information Systems; Minor: Accounting; Emphasis: Communications


Professional Affiliations:

Senior Member, Society for Technical Communications
Presented at three international STC conferences on topics including documentation story boarding and SGML-based authoring technology.

Certifications
See above


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