Experience

Serve an American Express Company

• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Writer

  • 2011 - 2013

  Technical Writer • Produced the first documentation for the customer service and admin computer systems. This included interviewing personnel for initial development of documentation as well as updating five subsequent documentation releases. • Produced the first version of the data dictionary for the database team by interviewing database personnel, working with the team to check input into the Oracle application development tool (TOAD), and formatting information so it could be sent… Show more Technical Writer • Produced the first documentation for the customer service and admin computer systems. This included interviewing personnel for initial development of documentation as well as updating five subsequent documentation releases. • Produced the first version of the data dictionary for the database team by interviewing database personnel, working with the team to check input into the Oracle application development tool (TOAD), and formatting information so it could be sent to a security firm. • Set up security access for all company personnel in 10 environments. This also involved answering questions for users, solving access problems and producing reports. Show less



Pilgrim Quality Solutions

• United States
• Software Development
• 1 - 100 Employee

• Technical Writer

  • Sep 2008 - Oct 2010

  • Rewrote existing online help and transitioned it to Robohelp for a suite of five company software products. Reusable modules reduced time to create by 37%. • Used Captivate to create eLearning materials for employees, cutting training time in half. • Created paper based training materials, for software products, used in customer training. Updated all five products for three releases.



gMed, Inc.

• Technical Writer

  • Sep 2007 - Jun 2008

  • Wrote technical documentation, user guides, and quick references for a new version of company software. This allowed the user community of doctors and medical offices to more quickly learn the product.



Oasis Staffing

• Instructional Designer/Technical Writer

  • May 2005 - Sep 2007

  • Wrote the standard operating policies and a procedures manual for the IT department. • Assisted management in developing and wrote the business contingency plan and a disaster recovery plan for the company in conjunction with the IT management team. This provided a plan for all departments during the busy hurricane season. • Wrote/edited marketing materials including white papers, newsletters, and brochures. • Used Visio to create process flow charts for IT programmers and network… Show more • Wrote the standard operating policies and a procedures manual for the IT department. • Assisted management in developing and wrote the business contingency plan and a disaster recovery plan for the company in conjunction with the IT management team. This provided a plan for all departments during the busy hurricane season. • Wrote/edited marketing materials including white papers, newsletters, and brochures. • Used Visio to create process flow charts for IT programmers and network administrators to comply with government regulations. • Created PowerPoint storyboards and design documents used for training and marketing. • Created Captivate movies for use in training company personnel to use standardized procedures and processes which allowed the company to operate from any location in the country during the hurricane season. Show less



SCC

• Technical Writer

  • Jan 2004 - Jan 2005

  • Used Robohelp to develop online help systems for company software. • Wrote user manuals, for distribution to customers, for a software testing system, a human resources software package, and medical software.



PSCU

• United States
• Financial Services
• 700 & Above Employee

• Instructional Designer

  • Feb 2003 - Jun 2003

  • Worked with developers to design and write training materials for sales application training. Trained trainers to deliver via net meeting and phone. Resulted in sales personnel using the system more effectively. • Designed and wrote training materials for management development classes.



LAN International

• Documentation Supervisor

  • Aug 2001 - Aug 2002

  • Established the documentation department for LAN International. Met with executives to define goals and design standards for the company, hired personnel, worked with employees to create objectives, and set department work schedules. The department succeeded in producing materials on time and within budget. • Transitioned the product reference manual from hard copy to CD, saving the company $2500 per quarter. Continued to transition all materials to the web for even greater savings. •… Show more • Established the documentation department for LAN International. Met with executives to define goals and design standards for the company, hired personnel, worked with employees to create objectives, and set department work schedules. The department succeeded in producing materials on time and within budget. • Transitioned the product reference manual from hard copy to CD, saving the company $2500 per quarter. Continued to transition all materials to the web for even greater savings. • Set design standards for all LAN printed documentation, CD’s and web materials. Coached personnel on department writing and design requirements and edited all work produced by the department. This established a more consistent, professional look for company documents. • Worked with training and development staff to update the accounts payable manual to be used for new training classes. Trainers found it easy to use in the classroom and customers found it valuable as a quick reference back at their job site. Show less



Powerwave Technologies

• United States
• Telecommunications
• 200 - 300 Employee

• Documentation and Training Analyst

  • Apr 2000 - Jun 2001

  • Assessed user training needs for the company business management system (ROI Manage 2000). Developed documentation and training materials for all departments and taught all departments how to use the system, resulting in the system being used more effectively, fewer system errors, and a better understanding of how an effective system helped meet company business goals and objectives. • Interfaced with training vendors, negotiated pricing, assessed vendor qualifications, scheduled training,… Show more • Assessed user training needs for the company business management system (ROI Manage 2000). Developed documentation and training materials for all departments and taught all departments how to use the system, resulting in the system being used more effectively, fewer system errors, and a better understanding of how an effective system helped meet company business goals and objectives. • Interfaced with training vendors, negotiated pricing, assessed vendor qualifications, scheduled training, and evaluated and coached trainers in my position as supervisor of Microsoft training. • As part of the change management team, worked with consultants to produce comprehensive flow charts of all company processes. Once TL9000 certification was granted to the company, I became a certified TL9000 auditor. Show less