Experience

PenLink

• United States
• Software Development
• 100 - 200 Employee

• Technical Writer

  • Aug 2021 - Present

  Lincoln, Nebraska, United States

• Technical Writer

  • Aug 2021 - Present

  Lincoln, Nebraska, United States



PayPal

• United States
• Software Development
• 700 & Above Employee

• Technical Writer 2

  • Jul 2016 - Sep 2021

  La Vista, Nebraska Technical Writer for IT End User Services Knowledge Management Lead in ITSM Create and manage knowledge articles for IT support staff and end user technical support. Work with M&A Tech integration teams to create documentation, email communications for network migrations of employees. Work with stakeholders and subject matter experts to keep Standard Operating Procedures documented and up to date. Collaborate to collect content and produce quarterly newsletter. Owns content… Show more Technical Writer for IT End User Services Knowledge Management Lead in ITSM Create and manage knowledge articles for IT support staff and end user technical support. Work with M&A Tech integration teams to create documentation, email communications for network migrations of employees. Work with stakeholders and subject matter experts to keep Standard Operating Procedures documented and up to date. Collaborate to collect content and produce quarterly newsletter. Owns content, direction, and quality control of deliverables. Responsible for business social media and collaboration sites (Yammer, Slack) to share knowledge, updates, and technology news and tips with employees globally. Show less



TEKsystems

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Writer contractor (PayPal)

  • Oct 2015 - Jul 2016

  La Vista, Nebraska Create and manage knowledge articles for IT support staff and end user technical support. Work with stakeholders and subject matter experts to keep Standard Operating Procedures documented and up to date. Collaborate to collect content and produce quarterly newsletter. Owns content, direction, and quality control of deliverables. Utilize self help channel and internal social media to engage and inform end users with technical support resources, tips, and updates to policy and… Show more Create and manage knowledge articles for IT support staff and end user technical support. Work with stakeholders and subject matter experts to keep Standard Operating Procedures documented and up to date. Collaborate to collect content and produce quarterly newsletter. Owns content, direction, and quality control of deliverables. Utilize self help channel and internal social media to engage and inform end users with technical support resources, tips, and updates to policy and technology changes throughout the company. Show less



Kidwell

• United States
• Construction
• 100 - 200 Employee

• Customer Service Admin / Estimator

  • Apr 2015 - Jul 2015

  Lincoln, Nebraska Area My position with Kidwell is a 4 month contract job through TEKSystems. Work with engineering staff, sales representatives, vendors and partners in order create cost estimates. Responsible for the accurate and timely delivery of project proposals to current and prospective customers. Review proposal documentation for grammar, spelling, formatting, accuracy to equipment list and consistency of phrasing. Work with product vendors to ensure lowest costs for equipment needed and best… Show more My position with Kidwell is a 4 month contract job through TEKSystems. Work with engineering staff, sales representatives, vendors and partners in order create cost estimates. Responsible for the accurate and timely delivery of project proposals to current and prospective customers. Review proposal documentation for grammar, spelling, formatting, accuracy to equipment list and consistency of phrasing. Work with product vendors to ensure lowest costs for equipment needed and best prices presented to the customer. Receive and process customer requests for part replacement or additional material needed. Work directly with customers to confirm parts and quantities, create pricing proposals and process orders for purchasing. Show less



PayPal

• United States
• Software Development
• 700 & Above Employee

• Technical Writer

  • 2015 - 2015



JustAnne design

• Entrepreneur, designer

  • Nov 2014 - 2015

  Initiated my own self-employed business making purses and bags to sell. I sew bags of my own design online through my own Etsy shop and have attended and sold at a number of craft shows in the past year. Self-discipline is required to work from home and still maintain close to full-time hours designing and sewing. I have a lengthy background in customer service and rely upon these developed skills to sell my products. New skills have been acquired through this experience, such as… Show more Initiated my own self-employed business making purses and bags to sell. I sew bags of my own design online through my own Etsy shop and have attended and sold at a number of craft shows in the past year. Self-discipline is required to work from home and still maintain close to full-time hours designing and sewing. I have a lengthy background in customer service and rely upon these developed skills to sell my products. New skills have been acquired through this experience, such as photography, marketing, and business planning. Show less



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Quality Assurance Analyst

  • Jan 2012 - Feb 2014

  Lincoln, Nebraska Responsible for all QA tasks on 16 active and on-going survey project implementations. In 2013, I supported projects with a sum annual contract value of approximately $6 million. Served as QA Tool Expert for many tools and processes; most on the QA team. Supported and mentored junior level colleagues from multiple job families. Able to contribute best practice and unique solutions for custom and complex projects. Wrote several Excel macros to reduce work on repeated tasks by 50%.

• Quality Assurance Team Lead

  • 2009 - 2012

  Lincoln, Nebraska Supervised a global workforce with team members in 3 U.S. locations and 3 foreign countries. Produced, maintained and trained on all QA test plans. Identified gaps in process, researched solutions and worked with job family team leads and managers to implement new process changes. Assisted QA Manager initiating Process Improvement committees within the QA team. Met goal to reduce work/time-to-test by 20% and reduce defects by 25%.



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Quality Assurance Analyst

  • 2007 - 2008

  Lincoln, Nebraska Led the drive to update QA process from spot-checking PDFs to reviewing Excel database audits. Increased visibility to data to near 100% (from 10%) and decreased time-to-test by 50%. Independently wrote an Excel macro to analyze report audit files and produce a comprehensive report on details of the analysis. The macro reduced 2 hours of Excel analysis down to 5 minutes of processing time. Responsible for all QA tasks on 10 active and on-going survey project implementations. During this… Show more Led the drive to update QA process from spot-checking PDFs to reviewing Excel database audits. Increased visibility to data to near 100% (from 10%) and decreased time-to-test by 50%. Independently wrote an Excel macro to analyze report audit files and produce a comprehensive report on details of the analysis. The macro reduced 2 hours of Excel analysis down to 5 minutes of processing time. Responsible for all QA tasks on 10 active and on-going survey project implementations. During this period, I supported projects with a sum annual contract value of approximately $3-4 million. Show less



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Helpdesk Associate (2004), Helpdesk Team Lead - Survey (2005 - 2006)

  • Apr 2004 - 2006

  Lincoln, Nebraska Supervised team members in Lincoln and India offices. Trained new associates. Created and updated all training materials. Worked with Project Managers and other team members to escalate and resolve customer concerns. Updated and maintained HTML resource pages to keep team members up-to-date on active projects and vital information. Thus ensuring fast and accurate response times for phone and email. Produced weekly data reports on helpdesk statistics. Worked with the Helpdesk manager… Show more Supervised team members in Lincoln and India offices. Trained new associates. Created and updated all training materials. Worked with Project Managers and other team members to escalate and resolve customer concerns. Updated and maintained HTML resource pages to keep team members up-to-date on active projects and vital information. Thus ensuring fast and accurate response times for phone and email. Produced weekly data reports on helpdesk statistics. Worked with the Helpdesk manager and other team members to improve response and resolution time, and also response accuracy statistics. Customer Service support via phone and email for all survey client communications. Worked with Team Lead to escalate difficult issues and resolve them quickly to surpass the client’s expectations. Served as mentor and trainer for new-hire Helpdesk associates. Show less