Resume of EXCEPTIONAL TECHNICAL WRITER AND SOFTWARE QUALITY LEAD

Title
EXCEPTIONAL TECHNICAL WRITER AND SOFTWARE QUALITY LEAD

Primary Skills
Technical writer, lead a help desk support team, software quality assurance

Location
US-NH-Barrington

Posted
Sep-18-07

EXCEPTIONAL TECHNICAL WRITER AND SOFTWARE QUALITY LEAD

Technical writer, known to go beyond the call of duty to assist a customer or colleague when the need arises; lead a help desk support team and became the subject matter expert for the software suite. Software “guru” with the uncanny ability to take any piece of software and learn the ins and outs, with or without documentation, with an extremely short turn-around.

• Passionate about writing and editing
• Published in company and society newsletters
• Thorough knowledge of the Microsoft Office Suite from Word to Excel, Access and more
• Naturally learns software with ease
• Ability to run SQL queries on a database to find the data requested with ease
• Client focused in documentation, software quality and support
• A proven team leader
• Due to programming experience, is known to be able to 'translate' programmer speak to the non-technical person
• Extensive experience using Microsoft Windows from version 3.1 to Vista
• Consistently chosen by Adobe to beta test software
• Secret Clearance Pending

EDUCATION

• B.S. in Business Studies, Southern New Hampshire University, Manchester, NH (6 classes remaining/actively pursuing)
• A.S. in Computer Systems Management, McIntosh College, Dover NH (degree candidate)
• WritersUA ProBooster Certificate, WritersUA Conference
• Introduction to MadCap Flare, Full Day course on MadCap Flare v.2

MEMBERSHIP INFORMATION

• Chosen for Membership to Delta Mu Delta
• Elected Secretary Society of Technical Communicators Northern New England Chapter, STC years 2005-2006, 2006-2007, 2007-2008
• Judge for STC-NNE/Boston Online Documentation Competition, Fall 2006

EXPERIENCE

Windmill International, Inc., Nashua, NH
July 2004 -- Present, Technical Communicator, Lead Help Desk Support, Software Quality
• Designed and wrote technical documentation for the KEYMAN! and WILMA family of software.
• Created software quality test plans to assure software was tested thoroughly before release
• Performed programming tasks in Borland C++ and VB 5 to include software updates, help linking, menu and UI changes as well as changes at the request of the lead programmer
• Supported 300+ Air Force COMSEC accounts including deployed units and assured all calls were handled quickly and accurately
• Lead a team of 3 help desk members including training for new team members in our software as well as SQL database usage
• Government Contract Proposal editing and contribution
• Used Visio to create company org chart and to keep it up to date
• 4th Quarter 2005 company member of the quarter


Chipmunk Office Services, Barrington, NH
1986 -- 1998; 2000 -- Present, Owner, Tax Accountant, Bookkeeper
• Computer Support including updating customer computers, purchasing and installing new hardware and troubleshooting network connections
• Balance customer checkbooks when requested
• Prepare, edit, evaluate and electronically file customer tax returns including state and federal individual tax returns from simple to advanced
• Small business website design and development

Laidlaw Transit, Inc., Rochester, NH, Dail Transportation, Inc., Epsom, NH, McCrillis Transportation, Portsmouth, NH
1993 -- September 2004, School Bus Driver; Driver Trainer
• Trained new and experienced drivers in the operation of a school bus including CDL class B, passenger and air break endorsements, to taking them for their license test with the state
• Transported 55 to 85 students to their destination daily

Hampton Systems Group, Inc. Portsmouth, NH
July 1998-- August 2002, Help Desk Technician/Technical Writer/System
Administrator /Quality Test Technician
• Designed and wrote technical documentation for the CM? family of software
• Internet site design and development in a Help Desk environment
• Help desk supervisor for a team of technicians supporting U.S. Air Force COMSEC accounts
• Software quality assurance testing from smoke test to beta test distribution

Barrington Elementary School, Barrington, NH
September 1997-- June 1998, Technology Aide
• Taught students in grades 1 through 5 on proper computer and program use
• Designed curriculum for classes

Key Heating & Air Conditioning, Portsmouth, NH
March 1997-- July 1997, Customer Service; Service Coordinator
• Coordinated all service calls to support customers with a/c and heating repairs and maintenance.

Continental Cablevision of New England, Portsmouth, NH
1988-1991, Payroll Clerk
• Performed payroll updates and processed payroll for over 500 employees

Certifications
See above


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