Resume of Technical Writer / Communicator

Title
Technical Writer / Communicator

Primary Skills
Web site design, content, editing and maintenance, Technical communication, Usability, Technical production

Location
US-GA-Cumming

Posted
Jan-01-08



Objective:
An experienced and motivated technical communicator and designer, I am looking for opportunities where my talents and interests in organization, design and production can be leveraged to produce effective communications products for the appropriate audiences.

Work Experience:
QUALIFICATIONS SUMMARY
- Technical and Professional Writing Certification
- Project Management Certification
- Journalism Degree
- Memberships in STC, ASTD and SHRM

- Technical Communication
- Internet and intranet content, editing, design and maintenance
- Design and production of paper- and web-based deliverables such as Web sites, brochures, surveys, articles, databases, instructions, flow charts, org charts, .pdf forms, style guides, presentations
- Business analysis experience such as needs analysis, requirements gathering, use case development, SME interviewing

- Project management and documentation
- Professional mentoring program development
- Classroom and one-on-one training

- Committed to effective communication
- Known for taking initiative and ability to multi-task
- Exceptional listener
- Ability to communicate and develop relationships with employees at all levels in an organization
- Also trained in automated QA methods

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APPLICATIONS EXPERIENCE (Alphabetical listing)
- Adobe Acrobat Professional - Intermediate Level, 6 years experience, last used 2007
- Adobe Captivate - Beginner Level, < 1 year experience, last used 2007
- Adobe InDesign 2 - Intermediate Level, < 1 year experience, last used 2004
- AutoDesk AutoCAD 2000 - Intermediate Level, > 1 year classroom experience, last used 2007
- AutoDesk Constructware - Beginner-Intermediate Level, 2 years experience, last used 2007
- HTML and CSS, Intermediate Level, 4 years experience (used on and off, when need to troubleshoot something, usually in Dreamweaver), last used 2007
- Macromedia Dreamweaver MX,3 - Expert Level, 9 years experience, last used 2007
- Macromedia Fireworks 4,3 - Intermediate Level, 9 years experience, last used 2007 (used for Web site graphics)
- Macromedia RoboHelp X5 - Beginner Level, < 1 year experience, last used 2007
- Microsoft Access 2003, 2000 - Intermediate Level, 2 years experience, last used 2007
- Microsoft Office 2003, 2000 - Expert Level, > 10 years experience, last used 2007
- Microsoft Project 98, 2000 - Intermediate Level, 2 years experience, last used 2007 (used for IT project management)
- Microsoft SharePoint - Beginner Level, 1 year experience, last used 2007 (used for intranet content management)
- Microsoft Visio Professional - Intermediate Level, 2 years experience, last used 2007 (used for office management - building and office layouts, organizational charts)
- QuarkXPressTM 5,4 - Intermediate Level, 5 years experience, last used 2007
- SnagIt 8 - Intermediate Level, <1 year experience, last used 2007

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SELECTED ACHIEVEMENTS

For my current employer:
- Created an informational e-mail targeted to employees describing the benefits of participating in an FSA. RESULTS: Participation increased 430% over the last year's enrollment.

- Created a brochure targeted to commercial construction subcontractors to help them determine which lien waiver form to use when requesting payments. RESULTS: Accounts Payable department estimates that errors in subcontractors' pay applications documentation has been reduced by 70% or greater.

- Web-enabled benefits enrollment forms. RESULTS: Shortened processing time, eased documentation collection, promoted Company as technologically advanced.

- Recognized the need for and created the first new employee benefits and welcome guide. RESULTS: Reduced overlap of introductions, provided documentation that the employee kept during his/her tenure. Existing employees regularly ask for these books for their own use.

- Currently manage all IT and telecom contractors and deliverables, including the company's first intranet (using Microsoft Sharepoint).

For PacifiCare Health Systems:
- Created templates for and posted I.S. policies and procedures for the Pacific Northwest arm of this national HMO.

- Managed the production of an internal soft-skills training program and accompanying intranet site.

- Co-managed a 7,000+ page internal online healthcare documentation library intranet project.

- Created an interactive online tutorial, and classroom instructional materials on how to post new information to the online healthcare documentation library.

- Taught in a classroom setting using the abovementioned instructional materials. Received many compliments on the classes, and on my teaching abilities from my students.

For STC:
- Designed and implemented this local organization's mentoring program.

- As Editor for this organization's online newsletter, edited all articles, created the newsletter's first style guide, and managed month-to-month content, multiple contributors and two assistant editors.

For class/homework:
- Researched and created a technical bumblebee Web site to educate Pacific Northwest homeowners about their choices when faced with a bumblebee colony inside of or near their home.

Other Volunteer:
- Led three non-profit organizations in the creation and design and management of their Web sites.

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WORK HISTORY
IT Coordinator, HR Coordinator, Office Operations Manager, Receptionist
FallCreek Construction, Inc., Alpharetta, GA 2005--Current

- IT COORDINATOR -- Develop and manage technological business solutions. Manage third party IT vendor's daily tasks as appropriate.
o Created informational Lien Waiver documentation. RESULTS: Reduced constant efforts by A/P employees to repeatedly explain these concepts to subcontractors' A/R departments. Reduced by more than 70% the number of incoming A/P Lien Waiver (and, therefore, Application for Payment) errors.
o Created a business license database and an employee technology database. RESULTS: Eased and structured the management of 1. State, City and County licenses covering 24 states, and 2. the technology handed to employees, reducing technology retrieval errors by nearly 100% upon employment termination.
o Currently coordinating production of this company's first intranet (MS SharePoint).

- HR COORDINATOR - Conduct new hire orientations, process benefits enrollments and cancellations, including COBRA, resolve employee benefits issues, manage relationship with third party benefits administrators, track vacations, write job descriptions and place employment ads, manage random drug testing policy.
o Created company's first new employee start up kit. RESULTS: Reduced information overlap among multiple first-day introductions; provided helpful documentation that the employee refers to during their tenure.
o Summarized FSA documentation to an understandable, one-page e-mail. RESULTS: Facilitated a 430% increase in enrollment over the prior year.
o Web-enabled benefits enrollment forms. RESULTS: Shortened processing time, eased documentation collection, promoted Company as technologically advanced.

- OFFICE MANAGER -- Manage vendors, office supplies, employee office moves, coordinate philanthropic endeavors such as donation drives, answer high volume phones.


Office Manager / Receptionist for Angelica Textile Services
Staff Source, Inc., Alpharetta, GA 2005

- Answered multiple phone lines, greeted guests, delivered mail, ordered office supplies.


In-house Office Admin / Staffing Assistant for Manpower staffing office
Manpower, Alpharetta, GA 2004--2005

- Dealt with confidential information and situations, daily. Conducted new hire orientations, reviewed resumes, interviewed applicants via phone and in person, conducted oral drug tests, managed background check processing, and coached applicants on resume content and interviews. Handled heavy phone volume.
- Received Manpower's Circle of Excellence Award for contributions to this newly established, three person office.


Continued travel with husband, returned to school and volunteered 2001--2004

Traveled to Malaysia with husband for two months 2001


Information Services Project Manager, Intranet Webmaster (Programmer Analyst)
PacifiCare Health Systems, Hillsboro, OR 2000--2001

- Managed and monitored all intranet projects for this HMO's Oregon and Washington offices.
o Co-managed (with another department's representative) the implementation of a 7,000+ page internal online healthcare documentation library project satisfying newly passed HIPAA documentation regulations. Created training materials and trained primary users in a classroom setting. Conceptualized and coordinated production and implementation of a 3D marketing and training tool to all employees. RESULTS: Improved ease of document management for federal healthcare documentation standards. Received compliments on training materials and teaching style from students. Provided all employees with a memorable and fun way to learn the potentially very boring system.

Information Services Project Coordinator
PacifiCare Health Systems, Hillsboro, OR 1999--2000

- Managed all internal telecom programs, maintained department intranet site. Saved company over $50,000 through the spot checking of call center phone bills.
- Conceptualized and created Information Services department assistant reference and training documentation outside of office hours. Trained incoming assistant. RESULTS: Quickly trained incoming assistant, provided department with detailed procedural documentation, and received a monetary bonus for the extra effort.

Human Resources Coordinator
PacifiCare Health Systems, Hillsboro, OR (through Office Team) 1999

- Managed Learning for Excellence employee soft skills training program and production of program's intranet site.
o Acted as liaison between HR and IT. Led site design team of up to three consultants working on and off site. Presented regularly to groups of 10-400 employees and all levels of management. After launch, maintained site and coordinated program, tracked individual employee progress, assisted employees and departments with course requests, and arranged for rooms and course trainers. RESULTS: Created and managed a program that employees at all levels appreciated; increased employee morale on a very large scale.

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VOLUNTEER ACHIEVEMENTS
Volunteer Web Site Designer, Webmaster
- Conceptualized, designed and managed these non-profit organizations' Web sites.

Breeze Bay Colony Homeowner's Association, Cumming, GA 2004--Current
Cats In The Cradle, Alpharetta, GA 2003--2004
Our Pets Magazine, Aloha, OR 2002--2003


Volunteer Mentoring Manager
STC, Atlanta Chapter, Atlanta, GA 2003--2004

- Created this Chapter's Professional Mentoring Program in three months' time.
- Received two Chapter awards for these efforts.


Volunteer Newsletter Editor
The Willamette Galley, STC, Willamette Valley Chapter, Portland, OR 2003

- Managed bi-monthly online newsletter production for this STC chapter. Created newsletter's first style guide. Managed two Assistant Editors. Participated as a volunteer Assistant Editor in 2002.
- Received Volunteer of the Month Award.

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PROFESSIONAL ORGANIZATIONS and AWARDS
- Senior Member -- STC, Willamette Valley, OR & Atlanta, GA 2002--Current
- Member -- ASTD, Atlanta, GA 2007--Current
- Member -- SHRM, Atlanta, GA (national membership) 2007--Current



Manpower -- Alpharetta, GA
- Award: Circle of Excellence 2005

Breeze Bay Colony Homeowner's Association -- Cumming, GA
- Volunteer Position: Treasurer 2005--Current
- Volunteer Positions: Webmaster 2004--Current
- Volunteer Position: Architecture and Building Committee 2004--2005

Society for Technical Communicators -- Atlanta Chapter
- Volunteer Position: Mentoring Manager 2003--2004
- Award: Newcomer of the Year 2003--2004
- Award: Volunteer of the Month, October 2003

Society for Technical Communicators -- Willamette Valley Chapter
- Volunteer Position: Newsletter Editor, The Willamette Galley 2003
- Award: Volunteer of the Month, March 2003

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EDUCATION and CERTIFICATIONS
- Technical and Professional Writing Certification
Portland Community College, Portland, OR 2003

- Building Architecture course work
Portland Community College, Portland, OR 2001--2002

- Project Management Institute Practitioner Certification
University of Colorado at Denver, CO (online courses) 2001

- Bachelor of Arts
Journalism, University of Oregon, Eugene, OR 1988


Work and Personal References:
Available upon request.

Certifications
- Technical and Professional Writing Certification
Portland Community College, Portland, OR 2003

- Project Management Institute Practitioner Certification
University of Colorado at Denver, CO (online courses) 2001

- Bachelor of Arts
Journalism, University of Oregon, Eugene, OR 1988


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