Resume of technical writer

Title
technical writer

Primary Skills
Dreamweaver, Robohelp, HTML, Microsoft Office

Location
US-AZ-Tucson

Posted
Jun-07-07


SUMMARY

* Experience with RoboHelp, HTML, Dreamweaver, Microsoft Office Suite, Paint Shop
* Staff writer for bimonthly church magazine
* Masters in Adult Education and Distance Learning
* Detail-oriented
* Ability to work independently with little supervision
* Strength in organization, decision-making, oral and written communication
* Resourcefulness and careful attention to detail
* Ability to learn and apply new skills rapidly and effectively
* Ability to work cooperatively with co-workers and management
* Dedicated to the pursuit of personal excellence through books, cds and continuing education
* Enthusiastic, energetic and highly creative.


============================================================

WORK HISTORY
AOL LLC Tucson, AZ 2001-2006

Copy Editor (2005-2006)
-----------
Ensured all written materials produced by the department
were grammatically correct and technically accurate,
conformed to our department style guide, and
would be easily understood by the end user.

* Trained new hire writers and provided uptraining and
remedial help
* Proofread documents such as troubleshooting material,
online help articles, e-mails and chat scripts
* Wrote and updated procedure manuals


Technical Writer (2004-2005)
----------------
Wrote troubleshooting material, online help articles,
e-mails and chat scripts.


ASSET Special Assignment for FPS (2003-2004)
--------------------------------
Worked directly with the Features and Premium services
Program Manager.

* Rewrote and updated curriculum for Privacy Wall and Valista
* Reviewed and developed QuickStudies for and with Curriculum
Development
* Wrote communications for the call center intranet


Customer Care Consultant (2001-2003)
------------------------
Provided technical support over the phone.


* Initiated and maintained a team web page for pooling
troubleshooting aids and providing team camaraderie
* Served on and did the scheduling for a specialized team
which provided technical support via email
* Initiated and maintained a motivational “Quote of the Day”
bulletin board to foster team morale
* Handpicked to beta test a special web format for ordering
premium services
* Designed reporting forms


UPS TeleServices Las Vegas, NV 1997-2001
(formerly MicroAge TeleServices)

Training Specialist (2000-2001)
-------------------
Performed new hire training and uptraining.

* Served as training coordinator for Las Vegas site
* Created participant materials for use in training classes
* Scheduled and delivered hands-on, adult-learner based
technical and customer service training to new-hire
participants


Quality Monitor (1998-2000)
* Evaluated phone agents phone calls for quality control
purposes.
* Taught QME related modules
* Set up a new tape organization system
* Initiated and wrote a periodic e-mail titled 'Grammar
Gremlins' to improve grammar skills of e-mail technicians
* Set records in amount of QMEs produced

Technical Lead (1997-1998)
* Provided expert assistance for phone agents needing
additional help and
assisted the team supervisor.
* Conducted one-on-one personalized coaching with marginal
performers to bring them to high performance
* Performed assistant supervisor duties

Technical Support Representative 1997
* Corestaff Temporary Staffing (at MicroAge Teleservices)
* Initiated and edited first team newsletter in call center.
* Promoted to Technical Lead after only three months as a
tech
============================================================

TEACHING BACKGROUND
* Nine years of teaching at various South Dakota and Iowa
elementary schools.

EDUCATIONAL BACKGROUND
MAEd in Adult Learning and Distance Learning, University of
Phoenix
Graduate of Coach U's Coach Training Program
B.S., Education, Iowa State University, Ames, Iowa


CERTIFICATIONS
MS Excel, MS Word, MS PowerPoint, Training Specialist, Editor

Certifications
See above


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