Resume of Technical Writer/Tech Support

Title
Technical Writer/Tech Support

Primary Skills
Call center/desktop support, system integration/test utilizing Rational Suite, and technical writing.

Location
US-MD-New Carrollton

Posted
Feb-07-08


SUMMARY:

Motivated, productive team member with over seven years experience in technology to include call center/desktop support, system integration/test utilizing Rational Suite, and technical writing. Excellent and proficient in written and verbal communications to include demonstrated experience in documentation and reporting. Excellent and proficient with computer technology skills to include MS Office, MS Outlook, database technologies, Internet technologies (HTML, ASP), structured programming analyzing complex problems and providing effective solutions to those problems. Committed to delivering quality service in an efficient and timely manner.

SKILLS PROFILE:

OPERATING SYSTEMS: UNIX, DOS, Windows XP, 2000, 9X
LANGUAGES: JAVA, VBScript, C++, HTML, ASP, SQL
SOFTWARE: MS Office (Access, Excel, Word, Outlook), Tivoli Management, Tivoli Software Distribution Web Interface, JetForms, Rational Enterprise Suite, Aelita Enterprise Directory, Peregrine Service Center, Netscape, Internet Explorer, Model 204 Database Management System

WORK EXPERIENCE:

Avineon, Inc.
Technical Writer/Tech Support, July 2007 - Present

* Analyzed technical data to write, edit, and proofread technical documentation to include but not limited to; user's manuals, system design documents, use case documents, requirements traceability matrices, version description documents for over 16 database systems

* Provided technical support to the Microsoft Access Support project and MAS customers nationwide as needed

* Determined scope and timeline of new documentation projects in order to plan projects, how they will fit into larger project plans, and how to coordinate with other groups

* Provide leadership and work guidance to less experienced personnel and interface with client, analyst, engineers, developers and other technical personnel

Keane Federal Systems, Inc.
Technical Documentation Specialist, December 2005 - Present

* Contributed to the maintenance and enhancement efforts for the Uniform Model 204 project. Wrote, edited, or revised technical documentation pertinent to the DEA Software Development Life Cycle for over 23 mainframe systems and web applications
* Praised for my ability to collaborate with programmers, quality assurance staff, configuration management, and project management for various tasks or issues.
* Instrumental to the redesign of the Web MSQ Help system and the Web NDPIX Help system. My contributions made these systems more efficient, more responsive, and more user-friendly
* Ensured the integrity of web-enabled mainframes systems by planning test strategies, developing and executing test scripts, and reporting software defects to senior programmers or managers
* Often commended by the client for accuracy and completeness of my prepared technical documentation


McDonald Bradley, Inc.
Helpdesk Specialist, December 2003 - December 2005

* Managed approximately 14,000 user accounts in Windows and Mainframe environments and assist with account access issues, (e.g. account lock outs/termination, account creation). Supported over 100 systems in a mixed Windows environment (95/NT/2000/XP)
* Recognized by the client's Assistant Deputy Administrator for Information Systems as a valued team player whose efforts and dedication contributed in the Help Desk acquiring the CMMI Level 3 designation. Trained employees and clients for systems and technologies used at the workplace. Recognized for outstanding contributions to the help desk in October 2005
* Accomplished voluntary ancillary work as a web administrator for the help desk. At this capacity, analyzed site usability and accessibility (Section 508 compliance) design problems, updated site content, and recommended/implemented functionality changes. Other voluntary ancillary duties included training myself to be the SMARTS system expert
* Trained staff as needed

Hall Kinion, Inc.
Deployment Technician, October 2003 - November 2003

* While working under tight deadlines, deployed new Windows 2000 workstations to support the Navy-Marine Corp Intranet project, a temporary assignment

* Supported several hundred customers on-site from initial installation and data migration through troubleshooting and resolution of implementation problems. Coordinated activities with Network Operations Center, staging and desktop deployment staff

Science Applications International Corporation
Software Engineer, July 2002 - February 2003

* Implemented processes and automation to enhance speed and quality of product deliveries. These processes ensured the proper functionality and reliability of software products
* Using various operating environments, eliminated and effectively tracked and reported all software defects related to the graphical user interface. Also, coordinated system integration/configuration management efforts with other team members which allowed for smoother system builds in the test environment each morning


U.S. Securities and Exchange Commission
Computer Assistant, June 2000 - July 2002

* Designed and maintained the computer asset inventory database for the entire division servicing three hundred or more users. The system allowed for more effective management of computer resources and the audit process for these resources effortless
* Facilitated the development of the first intranet webpage for the division by solving design issues and providing technical assistance to Webmaster. Prepared documents for on-line publication by coding them into Hypertext Markup Language (HTML)

EDUCATION AND PROFESSIONAL DEVELOPMENT:

University of Maryland, College Park, MD
Bachelor of Arts in Economics, 2000

MILITARY SERVICE:

Served honorably as an Aerospace Medical Service Journeyman, Staff Sergeant, January 1999 -January 2008, U.S Air Force Reserve, 459 ASTS, Andrews Air Force Base, Maryland, USA

Certifications
See above


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