Technical Writer Resume

Title
Technical Writer

Primary Skills
MS Office, MS Visio, MS Publisher, Arbortext Editor 5.3, Adobe Acrobat 8.0, PaintShop Pro7, SnagIt8, Dreamweaver CS3

Location
US-MO-Wentzville (will consider relocating)

Posted
May-25-09

SENIOR TECHNICAL WRITER / DOCUMENTATION SPECIALIST

OBJECTIVE
To obtain a challenging technical writing position that utilizes my technical writing, editing, and communication skills.

Demonstrated skill in producing Technical User Manuals, Training/Resources Manuals, Computer Operations Guides, Troubleshooting Guides and Network Topology and Architectural Floor Plans.

Analytical problem solver; proven expertise in gathering and organizing data to produce feasibility studies for businesses and government institutions.

Extensive qualifications in analyzing and testing multi-platform systems, applications, and networks to document technical procedures.

Organized, take-charge professional with exceptional follow-through abilities and detail-orientation, able to plan and oversee projects from conception to successful conclusions.

Enthusiastic, creative and willing to assume increased responsibility. Proven ability to adapt quickly to challenges and changing environments.

Outstanding communication skills; interfaces effectively with management, users and technical staff.

Maintained TS/SCI Security Clearance until October 2001.


PROFESSIONAL EXPERIENCE

2006 - Present
TECHNICAL COMMUNICATOR
Contracted to MasterCard International, Inc.

As lead writer for the Global Clearing Management System Release Document, conducted research and in-depth interviews with business analysts, subject matter experts, and business owners about enhancements that are communicated to MasterCard customers.

Project manager for the Global Clearing Management System Release Document. This document is published within a very tight time line as it must be available to customers six months before the implementation of the system updates.

Revised and updated over 20 different manuals covering the entire debit and credit transaction cycle of authorization, clearing, interchange, and settlement.

Member of a six-person team responsible for creating the Authorization and Clearing Release Document using Arbortext Editor (XML). This critical document provides business and technical information to global customers on updates to the MasterCard authorization and clearing processing systems.

Using Dreamweaver CS3, updated the Release Information Center Web site. This site is used by MasterCard customers for information on document clarifications, document updates, frequently asked questions, calendar of events, and special announcements.

Lead writer for the Chargeback Guide. The information provided in this guide assists financial institutions and merchants in processing chargeback (refund) transactions.


2001 - 2005
SENIOR TECHNICAL WRITER accountable for providing technical and operational documentation support to both internal Siemens projects and at their client sites.

Interfaced extensively with business units, users, technical staff ,and management to analyze business and technical needs and create appropriate documentation solutions.

Recognized for producing consistently clear, coherent documentation ahead of deadlines. Selected projects:

Credited with successfully establishing operational and technical processes and procedures for three departments. Interfaced extensively with technical, operational, and management teams to analyze technical and operational systems and created appropriate guides.

Responsible for creating and maintaining Intranet web pages for four different departments at Chesapeake Regional Medical Center utilizing MS Content Management.

Collaborated with technical teams to create a Computer Operations Guide used to facilitate the training of new technicians on administration and support procedures of eight proprietary clinical systems.

Developed a Network Technician Guide, to document desktop support processes and procedures. Analyzed and documented technical support procedures for more than 51 software applications. Guide was used as a quick reference tool to troubleshoot hardware and software issues.

Created a Network Engineer Troubleshooting Guide, documenting network administrative functions. Collaborated with network engineers to outline Novell Netware and MS Windows NT server administration functions. Facilitated three-way testing procedures for quality control.

Evaluated and recreated over 120 original CAD-based architectural floor plans into MS Visio to document telecommunication ports, and the location of hardware and peripherals for three buildings.

Created 13 equipment rack drawings in Visio used for server identification, space allocation, and troubleshooting by engineers, technicians and operations personnel. The diagrams were used to facilitate the relocation of equipment from four closets into a data center and were instrumental in minimizing downtime by 50 percent.

Created the IT Network Architecture diagram using Visio that was used to visually portray the network connectivity throughout the medical center and its outbuildings.

Created the User Manual for Content Management and facilitated six classes for 30 employees on creating web pages for the medical centers intranet. Training achieved a 98 percent customer satisfaction rate.

Created six web pages for the following departments policies; Nursing, Medical Staff, Administration, Radiology and Infection Control.

Responsible for updating and maintaining the IT Department Web pages. The page provides information to medical center customers on projects and alerts from the Information Technology department.

Produced 12 Resource Manuals and three PowerPoint presentations to facilitate the training of more than 900 nurses and 300 Ancillary Services employees on Siemens OAS Gold clinical software application. Analyzed each Department's needs and designed customized Resource Manuals to increase efficiency and customer satisfaction. Facilitated the achievement of 95 percent customer satisfaction rate for the training of employees on application.

Created four newsletters that were distributed throughout the hospital to ensure employees were kept informed on the progress of the Siemens OAS Gold project.

Created Decision Support System (DSS) User Guide and PowerPoint presentation to assist in the training of employees for Web-based information distribution for review and analysis. This guide received a customer satisfaction rate of 95 percent.

Created the Healthstream Computer-Based Staff Education Employee Manual and Department Administrator Manual. These manuals are used to create Nursing Competency Exams and JACHO mandatory tests. Customer satisfaction was over 95 percent.

Requested by the Director of Chesapeake Regional Medical Center Facilities Management to create five User Guides for the McKesson Pathways Materials Management purchasing and inventory software application. Completed these manuals in three days.

Created Scheduling.com Provider Portal User Guide. This guide is used to train physician's office staff on scheduling patient appointments. This user guide has consistently received a high customer satisfaction rating.

Produced the Picis OR Manager SmartTrack User Guide for the Central Registration department. This application is used to track patients scheduled for surgery as they progress from check-in to post-op.

Created the Net Access and Electronic Signature User Guide. This guide is used to train physicians and their office staff on accessing patient information using the internet.

Produced the GEMS Web User Guide which trained employees how to submit Help Desk Requests via the internet.

Created User Guide for the Kronos Workforce Timekeeper software application. This guide was utilized to train CGH managers and supervisors on scheduling their employees.

2000--2001
SHIFT SUPERVISOR / BUILDING MANAGER / OPERATIONS MANAGER for the Naval Security Group Activity Northwest Operations Department.

Responsible for directing the daily operations of the facility, consisting of more than 100 personnel.

Supervised an 11 member team, including training, mentoring, scheduling and employee performance reviews.

Credited with establishing a comprehensive Standard Operating Procedure (SOP) document, outlining job responsibilities and operational processes and procedures throughout the facility.

Tracked military award packages and evaluations for 65 personnel throughout the division.

1996--2000
RESEARCH ANALYST/DEPARTMENT TRAINING COORDINATOR for the Naval Information Warfare Activity Analytical Department.

Accountable for researching, analyzing and documenting classified reports for management.

Supervised a team of three Research Analysts.

Investigated and developed 10 feasibility studies on internal communication strategies and global future technological trends. Developed PPT presentations to deliver findings to senior executives.

Researched, designed and presented a 5-year sategic department-wide operational plan, outlining workforce and operational needs.

Established and coordinated command-wide office training and development program with Human Resources for over 145 employees on MS Office and job-related specific courses at two locations.

1992--1996
DEPARTMENT TRAINING COORDINATOR / SHIFT SUPERVISOR for the Naval Security Group Activity Operations Department.

Accountable for providing strategic and tactical training and operational leadership to the Department.

Developed three comprehensive manuals, documenting Department's technical environment and troubleshooting procedures. Manuals were instrumental in improving systems' efficiency by 98 percent.

Coordinated the taping of 20 professional advancement lectures for over 150 employees. The tapes were instrumental in the 20percent increase in employee advancement to the next pay grade.

Planned, coordinated and delivered monthly, semi-annual, and annual military training to more than 175 personnel.

PROFESSIONAL TRAINING

70 credits towards Bachelor of Arts Degree, U.S. Navy
Completed Macromedia DreamWeaver Level I and II at ECI Virginia Beach
Courses in Engineering, St. Louis Community College
Courses in Technical Writing, Records and Information Management, Satellite Communications, Computer Systems and Organization, Computer Applications, and Project Management

Certifications
See above


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