Technical Writer Resume

Title
Technical Writer

Primary Skills
writer, editor, proofreader, training, administration

Location
US-GA-Atlanta

Posted
Apr-14-09

SUMMARY: A leader with experience developing technical documentation, marketing materials, training/curriculums, user guides, reference manuals, white papers, newsletters and web-based content. Specific accomplishments include consistent delivery of projects under budget and on schedule, successfully supporting project teams, establishing industry standards for quality documentation and familiar with ISO standards. Dedicated, with excellent communication, problem-solving and team-building skills.

SOFTWARE KNOWLEDGE: Information Mapping, Visio, PowerPoint, Microsoft Word , Lotus SmartSuite, Lotus Notes, Lotus Freelance, Lotus AmiPro, Outlook, GroupWise, Windows NT/2000, Word Pro, Excel, Adobe Acrobat, familiarity with FrameMaker, SCRIPT, ISIL, XEDIT, BookMaster, BookManager, TDP, WordPerfect and WordStar


PROFESSIONAL HIGHLIGHTS

Senior Technical Writer/ Researcher

- Researched, designed, developed, maintained and updated the following manuals/ documentation:

- Problem management policies and procedures guide.

- Billing manual that assist health providers with Medicaid, Medicare and PeachCare for Kids billing process.

- Training/ course materials for Tier 1 and 2 Customer Service Representatives (CSR).

- Training manuals/ modules for Southwestern Bell Telephone Company.

- Course materials that met established learning objectives of client (three-week training class).

- Customer Relationship Management (CRM) documents for adult professional learning theory. CRM solution documentation for web-based and traditional customer service applications.

- Application Process Delivery Guide for developers at North American Integration Testing Center.

- Spec sheets, sale sheets, proposal modules, business requirements, presentation pages and brochures for services/ products offered by IBM Global Services and other reputable companies.

- User guide for application programmers and database administrators.

- Structured Query Language (SQL) Reference Manual (incorporating comments from Quality Improvement Forms).

- DB2 Utilities Guide for DB2 library.

- IBM DB2 library for version 2.2 and 2.3 (e.g., the applications programming guide, SQL guide, administrative guide, command reference manual and utilities manual). Worked on the DB2 information plan for version 3.1. Maintained the DB2 Master Index and extended bibliography using BookMaster 3.0.

- IBM 9270 Voice Response Unit System Administrator Training and Operations Workbook. Placed the new/ existing documentation for the VRU workbook online, using BookMaster.

- IBM PL/1 Language Reference Manual, user guides and tutorials for computer applications in the financial, marketing and banking/ securities industries.

- Technical documentation for data communication network systems, including X.25/X.75 protocols and network monitoring tools, such as XRAY (an interactive monitoring and debugging tool).

Editor

- Responsible for editing, implementing style, correcting grammar and overall content of marketing materials for IBM Information Development Center.

- Incorporated brand image standards/ ISO standards into marketing materials posted on intranet/ Internet, printed materials and other materials placed in repositories.

- Updated/ edited the SKILLS Management System Skills descriptions for version 2 of the U.S. SKILLUP Database.

- Worked with development team, vendors, marketing and test customers to research manuals. Coordinated and provided publishing, printing and inventory information to editors and phototypesetters.

Graphics Design/ Miscellaneous

- Used Visio to produce flowcharts for processes performed by CSRs. Used flowcharts to produce content to support modules.

- Created process flows, flowcharts, diagrams, graphic illustrations and tables to provide ease of use for audience. Developed relevant forms to assist with developing procedures/ processes.

- Provided sample runs, screen examples and other information required to describe system or application

Project Management

- Managed several projects simultaneously and interfaced with technical / production staff to get manuals produced and shipped in a timely manner.

- Helped establish policies and procedures for Equifax associates and IBM Service Delivery Team.

- Interviewed staff members and produced articles for monthly medical provider newsletter. Produced medical provider training material for regularly scheduled conferences throughout Georgia. Revised policy manuals for Department of Community Health.

- Worked with project managers and instructional designers to develop high level design requirements. Requirements used to produce course materials for two-week training class on e-mail management and the KANA System.

- Established a process for tracking/ mailing members and medical providers correspondence. Interfaced with printer to reorder policy manuals, brochures and handbooks.

- Kept abreast of constant changes to project and developed a detailed manual plan. Used a prototype to test and research product. Worked closely with development team to inform of bugs/ enhancements.

- Determined the product objective, audience level and established schedules. Tested the products while developing the documentation.

- Interviewed engineers to obtain information for publication and attended classes on network management systems. Applied knowledge of software and operational aspects of Tymnet packet switching networks.


Previous Experience

InComm, Atlanta, GA 5/07 -- 7/07 Technical Writer (Contract)

Ashlon Travel, Marietta, GA 9/06 -- 6/07 Travel Planner (Part-time)

GSI Technology, Inc., Roswell, GA 3/05 -- 8/06 Records Clerk

Equifax/ IBM, Alpharetta, GA 7/04 -- 08/04 Senior Technical Writer

ACS Healthcare Solutions, Atlanta, GA 1/03 -- 11/03 Information Coordinator

Cingular Wireless, Norcross, GA 4/01 -- 9/01 Technical Writer

Atlantis Interactive, Atlanta, GA 8/00 -- 10/00 Senior Technical Writer

IBM, Atlanta, GA 3/00 -- 4/00 Technical Writer

IBM, Atlanta, GA 11/96 -- 11/99 Editor/ Information Developer

IBM, Palo Alto, CA 2/95 -- 7/95 Senior Technical Writer

IBM, San Jose, CA 12/92 -- 6/93 Senior Technical Writer

IBM, San Jose, CA 12/89 -- 12/91 Senior Technical Writer

ROLM, Santa Clara, CA 5/89 -- 8/89 Senior Technical Writer

Tymnet/McDonnell Douglas, San Jose, CA 8/87 -- 3/89 Senior Technical Writer

Sykes Enterprise Inc., San Jose, CA 1/ 87 -- 7/87 Senior Technical Writer



EDUCATION: Jackson State University, Jackson, MS B.S. in Mass Communications

Kennesaw State University, Kennesaw, GA Nursing Program (Attended 08/03 -- 12/03)


REFERENCES: Available upon request

Certifications
not applicable


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