Technical Writer Resume

Title
Technical Writer

Primary Skills
software requirements, user manuals, online help, networking, Nortel, routers, switches, MS Office, Visio

Location
US-GA-Roswell

Posted
Sep-08-09

Career-related Experience

Information Developer 9/2008 to present
Lexmark International, Inc.
Lexington, KY (remote employee)

* Develop user guides, online help, and training materials for networked printers and software applications
* Extensively use Vasont (content management system) and Arbortext Epic (XML editor) to create reusable, single-source XML content
* Create training materials using Captivate and a Moodle LMS server
* Work with editors, planners, and illustrators within a formalized process to deliver accurate, grammatically correct deliverables to meet deadlines
* Interface with international group of writers and SMEs to gather and validate information
* Use beta releases of software to assist with user guide creation
* Read product specifications, consumer support call statistics, and other primary sources of information to create and update product guides
* Act as consumer and business products wireless and general networking help writer
* Manage own documentation products and schedule within general guidelines provided by planner
* Work with Build Team to place completed publications, including translated versions, onto CD builds using Subversion
* Provide feedback to software developers during development regarding program usability and clarity of on screen instructions
* Work with the Human Factors group to improve the user experience based on product testing
* Organize and manage all networking content in user product guides for all consumer and business products
* Work both independently and collaboratively to create product documentation
* Mentored and helped to train new network writer in Cebu, Philippines, for consumer products division

Technical Writer 7/2008 to 9/2008
Reed Construction Data
Norcross, GA

* Updated help system for new version of Smart BIM Library
* Created Web help system for unnamed Web project (codename “Hardhat”)
* Used Photoshop, Captivate, DreamWeaver and Web-based content management system to create help materials for customers
* Used SharePoint to organize documents
* Participated in daily SCRUMs with Agile development project


Information Developer 2/2007 to present
Lexmark International, Inc. (contractor)
Lexington, KY

* Contact position duties were the same as those in current employee position

Network Specialist 7/2005 to 2/2007
Office of Education Technology, Commonwealth of Kentucky (contractor)
Frankfort, KY

* Troubleshot a variety of connectivity issues for 176 K-12 school districts and the Kentucky Department of Education
* Worked with vendors to troubleshoot existing network issues, research solutions and test new products
* Created rules for internal network access and added new server entries with appropriate port permissions to the CheckPoint firewall
* Created and troubleshot DNS entries for school Web servers, Web mail servers and other devices which required public IP addresses
* Used PacketShaper reports, PCAP, Ethereal and Wireshark to analyze and diagnose unusual traffic patterns in school districts
* Configured and troubleshot district office routers and switches (Nortel AN, ARN, ASN, Passport 8600 and Enterasys C2, Matrix and SSR2000)
* Maintained K-12 and Department of Education caching system (NetCache 3100 and 6200)
* Responded to network trouble tickets using telephone, e-mail and Remedy system

Documentation Specialist/QA Tester 9/2003 to 7/2005
Office of Education Technology, Commonwealth of Kentucky (contractor)
Frankfort, KY

* Gathered and organized business and data requirements for various Kentucky Department of Education projects through interviews with data owners
* Discussed QA testing issues and possible resolutions with programmers
* Wrote online help systems for in-house Web applications including the School And Community Nutrition Online Reporting System, the Kentucky Accessible Materials Database, and Web Security Administrator
* Performed QA testing of applications and associated documentation using test scripts and use cases
* Created animated tutorials to assist Kentucky Department of Education personnel to use new applications created by the Office of Education Technology
* Extensively used Word 2000 to create manuals, procedures and other documents
* Organized input from EvenStart application users and worked with the data owner and programmers to complete requested changes to the program


Technical Publications Editor 2/2002 to 8/2003
iEntry, Inc.
Lexington, KY

* Built and maintained partnerships with O'Reilly & Associates, Macromedia, Penton, and other high-profile publishers to obtain free article reprints for technical newsletters
* Edited grammar and spelling of articles on topics including Java programming, optimizing sites for search engines, Web design, ASP, ColdFusion, programming methodology, security and general business management
* Checked JavaScript and HTML formatting of all technical newsletter before they were sent
* Worked with graphics designers to design new Web portals and newsletters for technical niches such as tablet computing, knowledge management and other topics
* Wrote articles and ad copy for computer industry and business newsletters
* Recruited contributing authors, and managed an intern each summer

Technical Writer 10/2001 to 1/2002
Kentucky Utilities (contractor)
Lexington, KY

* Edited environmental lab manuals for clarity, accuracy, and American Chemical Society (ACS) style properties
* Worked with lab directors to update old procedures on oil, water, coal and asbestos testing
* Converted files from VM format to MS Word

Assistant Content Manager 1/2000 to 11/2001
Qarbon.com (remote contractor)
San Jose, CA

* Created hundreds of training modules (applet and Flash format) written on such diverse topics as Photoshop, Flash, and Web design
* Worked closely with programmers to develop procedures and new features in the ViewletBuilder product
* Assisted programmers with program interface design (including creating mockups); wrote error messages and on screen instructions for ViewletBuilder program
* Revised the help section for multiple versions of ViewletBuilder product for Qarbon.com
* Created ViewletBuilder tutorials according to Qarbon's customers' specifications
* Edited and suggested revisions for work submitted by authors
* Performed technical and customer support through message board and via email

Part Time Contractor 1/1999 to 1/2000
Various Clients (freelance)
Lexington, KY

* Created Web sites and graphics materials to various clients

Desktop Support 11/1998 to 1/1999
Host Communications (contractor)
Lexington, Kentucky

* Staged new Compaq computer systems for office staff
* Configured NetWare 5 clients
* Configured Hummingbird emulator to allow users AS/400 access from Windows 95 desktops

PC/LAN Technician 8/1997 to 10/1998
Edgecombe Community College
Tarboro and Rocky Mount campuses, North Carolina

* Managed all staff and student desktops plus server and printer permissions for two campuses
* Personally rebuilt 80+ desktop PCs (motherboard, hard drive, memory, NICs)
* Helped stage 60+ Dell PCs and performed all Dell system maintenance
* Used Ghost, Netware 3.11/4.1 to support two campus technical college network
* Set up distance learning system on Linux server

Assistant to ECC Computer Studies Department Chairman 10/1996 to 8/1997 (volunteer)
Edgecombe Community College
Tarboro, North Carolina

Education:
* Completed several technical writing courses with Humber College
* AS Networking Technology
Edgecombe Community College (4.0 average)
* BS Biology
Old Dominion University (magna cum laude)

Certification and Training:

* Microsoft Office Specialist: MS Word 2000 (2003)

* Nortel Passport 8600 (5 days, 2005)
* Advanced Application Switch Configuration (5 days, 2006)
* Network General InfiniStream Packet Sniffer (5 days, 2006)

Software Experience:

Operating Systems: DOS, Windows 3.1, 3.11, 95, 98, 2000, XP, Microsoft Vista, RedHat Linux
Office Suites: Microsoft Office (all versions through 2003), Corel Office 2000, Open Office
Graphics: Photoshop, SnagIt, Paintshop Pro, Fireworks, the Gimp, Bryce, Vue d'Esprit
HTML Editing: DreamWeaver, FrontPage, HomeSite
XML Editing: Arbortext Epic
Online Help Creation: RoboHelp, Camtasia, ViewletBuilder
Document Editing: Adobe Acrobat, FrameMaker (some training)
Content Management: Subversion, Vasont

Certifications
Word 2000


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