Senior Technical Writer Resume

Title
Senior Technical Writer

Primary Skills
Technical Writing

Location
US-IL-Chicago

Posted
Mar-17-09

Technical Writer/Communications Analyst/Corporate Training/Training Development/Instructional Design/Web Design
Professional experience in communications and organizational development related fields. This includes but is not limited to, instructional design and development, technical writing, technical editing, researching, intranet publishing and maintenance, corporate training, train the trainer, and web design.
Qualifications
• Ability to investigate and analyze information and draw conclusions
• Advance audience analysis
• Advance task analysis skills
• Communication strategy development
• Electronic documentation design and development
• Experienced team leader
• Fluency in Word, Excel, Visio, Abra, PowerPoint, Quark Xpress, Adobe Acrobat, Lotus Notes, Windows SharePoint Services, and other Microsoft applications
• Manual/Technical guide design
• Meeting facilitation
• Motivation and drive to learn new concepts and skills
• Professional client management experience
• Proficiency in multiple Microsoft Windows Servers and Operating Systems
• Proficiency in web design and web help tools (Dreamweaver, Front Page, Home Site 5, HTML Help Workshop, RoboHelp (multiple versions))
• Self-starter
• Strong written and oral communication
• Strong organizational, associative and conceptual thinking skills
• Skilled technical writer and editor
Professional Experience
TEK Systems, onsite at Siemens Building Technologies, Buffalo Grove IL
March 2008 -- Current
Technical Writer

Siemens Building Technologies
TechComm/Insight Product Team
Achievements:
• Attended and completed the SCRUM and Agile Estimation workshop
• Documented new procedures for 7 product lines before project deadline
• Documented and trained revised conditional tag procedures for Siemens offshore employees in Pune, India
• Recognized the need for better product Release Notes, and then redesigned these notes accordingly

Responsibilities:
• Apply Siemens documentation standards and guidelines
• Apply and maintain conditional tags, map ID's, and style sheets for online help documentation using RoboHelp 7, HTML Help Workshop, and Home Site 5
• Assign, investigate and update defects found and documented in PVCS Tracker
• Capture new images for Siemens online help and printed documentation using SnagIt and Microsoft Paint
• Document processes for installation, patches, and de-installs for Siemens software products
• Document step by step procedures for Siemens software products
• Document and maintain TechComm procedures for Siemens offshore employees in Pune, India.
• General knowledge of Windows Server 2003 and 2008, as well as Windows XP and Vista Business Edition
• Maintain context sensitive help documentation for 7 software product lines
Computer Resource Solutions, onsite at Allstate Insurance Corp, Northbrook IL
June 2007 -- December 2007
Technical Writer/Web Content Editor

Allstate Insurance Corp
ISG -- Database Administration (DBA), Back Office Team
Achievements:
• Advocated for, sold the idea of, and assisted in the creation of a document library utilizing Windows SharePoint Services. Implementing this library has eliminated duplicate documentation, allowed for team collaboration, freed space on network share drives, and provided for a user friendly location when searching for topics.
• Developed and implemented a template for Database Administration documentation. Documentation consistently provides readers with a user friendly, professional look and feel.
• Utilize Oracle Client based products and tools such as Oracle Metalink, Oracle.com, and Oracle Enterprise Manager Grid Control (10g). Learning how to use these tools allows me to effectively research current information without requiring guidance from 'in demand' DBA's. This better enables my ability to share knowledge and provide accurate content for documents created.
• Produced over 75 documents in the first three months of service

Responsibilities:
• Apply Allstate documentation standards and guidelines
• General knowledge of SQL language, Oracle, DB2 and IMS platforms
• Writes, edits and maintains technical documentation (Windows/Unix); consults with SME, researches information, and provides comprehensive editing services
• Research information for project teams on various topics and subject matter
• Writes, edits and researches content for new hire DBA training (Oracle, DB2, IMS, SQL)
• Windows SharePoint Services document library gatekeeper for the DBA team
• Writes and edits content matter for Information Services Group (ISG) intranet sites
• Assist in the redesign of the Database Administration intranet site

TEK Systems, onsite at State Farm Insurance, Bloomington IL
October 2003 -- June 2007
Communications Organizational Development Analyst -- Technical Writer/Editor
(Positions held listed in chronological order)

State Farm Insurance
Claims Solution Center -- Shared Services Communications Team
August 2006 -- June 2007
Achievements:
• Appointed Communications Team Lead
• Implemented and executed a more effective way of utilizing the RoboHelp conversion tool, gaining quality results with a faster turn around time
• Reorganized ECS Technical Guide related processes. Each submission and/or update received during the work week is edited, converted to html, and published the same week. This standard process has resulted in a new found respect from business partners to the Communications Team.
• Developed and implemented a standard review process for ECS Technical Guide documentation. Readers now have assurance that all material referenced is current and appropriate for their changing needs.
• Developed job aids and guidance documentation for the Communications Team on various topics such as using the RoboHelp conversion tool, and utilizing Dreamweaver for publishing purposes. More team members can now be involved in processes they otherwise had little or no experience in, making for a smoother transition when a team member is out of the office for vacation or unexpected absences.
• ECS static website point of contact

Responsibilities:
• Apply State Farm documentation standards and guidelines
• Creates and edits articles for various Systems and Enterprise communications (Drop 7 Update, Hot Topics)
• Coordinates, prepares and edits technical and non-technical presentations
• Designs, researches and develops static websites
• Establish and oversee timelines, plans, submission and organization of ECS Technical Guide content
• Facilitates meetings and presents information
• Generates and prepares reports using WebTrends
• Manages scheduled maintenance of ECS Technical Guide content
• Provides technical assistance for editing/HTML tools (RoboHelp, Dreamweaver)
• Provides consultation, makes recommendations, gives appropriate advice, and facilitates decisions regarding document format
• Publishes technical documentation where appropriate (SFNet, ECS Technical Guide, other SF websites)
• Review and edit technical documentation for accuracy and completeness
• Revise, edit and rewrite, considering readability issues based on audience needs and topic
• Writes, edits and maintains technical documentation; consults with SME, and provides comprehensive editing services



State Farm
Windows Security
October 2003 -- August 2006
Achievements:
• Recognized by the Windows Security Team as a main point of contact for the Windows Security Definition Group (Windows Security Approval Board). In this role I was able to expedite business partners' needs, while at the same time strengthening those relationships by being available to assist when a Security Analyst was unavailable. I also served as backup for Windows Security Definition Group meetings.
• Assumed role of Coordinator for Windows Security Manual content, submission, organization and publishing. This includes assisting security analysts in writing documentation, and answering general questions.
• Designed and implemented templates for most Windows Security communications. Information is now presented clearly, consistently and in a logical, easy to follow format. Some outside of Windows Security are now utilizing these templates to benefit their area within State Farm.
• Assumed role of State Farm form steward

Responsibilities:
• Apply State Farm documentation standards and guidelines
• Coordinate and develop meeting agendas, minutes and other related documentation (PowerPoint, Visio Diagrams, etc.)
• Creates and edits articles for various Systems and Enterprise communications (Key Notes, CE Digest)
• Establish and oversee timelines, plans, submission and organization of Windows Security Manual content
• Facilitates meetings and presents information
• Manages scheduled maintenance of Windows Security Manual content
• Maintain client relationships with Fortune 500 Companies (IBM, Microsoft Corporation)
• Point of contact for the Windows Security Definition Group
• Provide communication related guidance
• Provides consultation, makes recommendations, gives appropriate advice, and facilitates decisions regarding document format
• Writes, edits and maintains technical documentation; consults with SME and provides comprehensive editing services

Afni, Bloomington IL
September 1997 -- April 2003
Instructional Designer/Trainer/Technical Writer
Achievements:
• Received an award for outstanding customer service from GTE due to letters received from more than satisfied customers
• Promoted to the Training and Development department after three months of service as a call center representative
• Trained call center representatives when trainers were unavailable
• Recognized by Owners and top Management as a main point of contact and liaison to Fortune 500 companies
• Lead curriculum developer for Verizon Wireless client based materials
• Traveled often to client sites to learn client based systems and procedures. During my own training, I developed training courses based upon appropriate audience content and client needs for Afni call center representatives. Most often than not, turn around time for completed classroom materials, and performing train the trainer sessions, was a matter of two weeks or less.
• Named Employee Services employee of the quarter in October 2002. I received this in light of completion of an intense two week training course in Tucson, AZ. I was responsible for learning the curriculum being taught to me during the day, while writing training courses based on information learned at night. The Monday after completion of my course on Friday, I trained the course, with my newly developed materials, to over 30 call center representatives, and the trainers that would assume training of future classes in Tucson, AZ.
• Developed internal and client site training agendas and curriculum. This curriculum includes soft skills and systems training
• Developed training courses for Human Resources on subjects such as appropriate work place behavior
• Met with call center management on a regular basis to discuss the quality of work performed by call center representatives after completion of training. Training courses were updated to target details the representatives were lacking after completion of their training. Due to these quality assessments, the Training and Development department and call center Management teams built stronger relationships, opening lines of communication that were otherwise null.
• Work with Directors of Business Initiatives and Project Integration during sales and client implementations (prospect presentations, project ramps, white papers, etc.)
• Designed and implemented a new appearance for the Afni Corporate Newsletter, boosting employee interest and article submission
• Appointed role of Newsletter Editor
• Completed Bob Pikes' Train the Trainer courses 1 and 2
• Competed Instructional Design for New Designers

Responsibilities:
• Contribute articles for the AFNI Corporate Newsletter (includes field research)
• Provide ideas to Newsletter contributing writers
• Research, design, develop, coordinate and implement training courses and materials
• Responsible for training the trainer on courses developed
• Travel upon request
• Define and clarify needs through assessments based on information obtained from project initiation
• Develop internal and client site training courses
• Establish and oversee training course timelines and plans
• Perform quality assessments on call center representatives after training courses were completed
• Maintain relationships with Fortune 500 companies
• Work with Directors of Business Initiatives and Project Integration during sales and client implementations (prospect presentations, project ramps, white papers, etc.)
• Trained call center representatives when necessary

Certifications
- Creative Training Techniques International - Creative Training Techniques 1 (June 1998); Creative Training Techniques 2 (November 1998)
- Langevin Learning Services ? Instructional Design for New Designers (June 1999)
- Scrum and Agile Estimation Workshop (December 2008)


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