Mark O'Black

Technical Writer at ThreatConnect
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Contact Information
us****@****om
(386) 825-5501
Location
Pittsburgh, Pennsylvania, United States, US
Skills

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Bio

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Credentials

  • Learn Swagger and the OpenAPI Specification
    Udemy
    May, 2023
    - Nov, 2024
  • Learn API Technical Writing: JSON and XML for Writers
    Udemy
    Mar, 2023
    - Nov, 2024
  • Learn API Technical Writing 2: REST for Writers
    Udemy
    Oct, 2021
    - Nov, 2024
  • Web Fundamentals: Accessibility, Analytics, and SEO
    Siteimprove
    Dec, 2019
    - Nov, 2024
  • Support Center Analyst Certification
    HDI
    Mar, 2014
    - Nov, 2024
  • Google Analytics Individual Qualification
    Google
    Aug, 2020
    - Nov, 2024

Experience

  • ThreatConnect
    • United States
    • Computer and Network Security
    • 100 - 200 Employee
    • Technical Writer
      • Mar 2021 - Present

      Create and maintain customer-facing documentation for the ThreatConnect platform and API Collaborate with subject matter experts in engineering, product management, and customer success to create and revise documentation for new features and changes included in quarterly product releases Review customer feedback to identify knowledge gaps in documentation and training materials Adhere to company and team style guides when creating, reviewing, and updating documentation Routinely audit existing documentation to ensure content is up-to-date with current platform functionality and UI Show less

  • Duquesne University
    • United States
    • Higher Education
    • 700 & Above Employee
    • IT Communications Specialist
      • Sep 2018 - Mar 2021

      Created, reviewed, and edited internal and external documentation, support articles, and video tutorialsCollaborated with subject-matter experts to gather and research relevant information for communication and documentation requestsCreated graphics and written content for instructional documents, webpage content, and marketing materialsDeveloped, managed, and executed marketing and communication plans in support of IT projects and initiatives affecting students, faculty, and staffLed a redesign of the department’s website that included developing a service catalog layout, improving mobile responsiveness, correcting accessibility issues in the previous site layout, and adding SEO keywords to all site pages Show less

    • Help Desk Consultant
      • Aug 2013 - Sep 2018

      Provided technical support to customers via telephone, email, and face-to-face contactCreated customer-facing documentation and support articles for tier-one technical issuesReviewed the department's website for accuracy of information, grammar, and usability on a monthly basisProvided technical support and training for the university’s email marketing tool, Lyris List Manager

    • Computer Lab Technician (Work Study)
      • Jan 2010 - Aug 2013

      Assisted in managing the daily operations of the public computer labs on Duquesne University’s campusPerformed tier-one troubleshooting and maintenance on computers and printers in the public computer labs, including performing break-fix repairs, installing printer maintenance kits, imaging computers, and troubleshooting software and network issuesSupervised and trained 39 student employees within the CTS Computer Labs teamCreated and maintained the student employee work schedule each academic semester Show less

  • South Park Senior High School
    • United States
    • 1 - 100 Employee
    • Student Teacher
      • Jan 2013 - Apr 2013

      During my student teaching experience at South Park High School, I taught three courses (Honors Algebra II, Algebra III/Trigonometry, and Honors Precalculus) across six class periods. I also led one-on-one tutoring sessions before and after school. During my student teaching experience at South Park High School, I taught three courses (Honors Algebra II, Algebra III/Trigonometry, and Honors Precalculus) across six class periods. I also led one-on-one tutoring sessions before and after school.

  • Image Specialties
    • Pittsburgh, Pennsylvania, United States
    • Store Associate
      • Jul 2008 - Aug 2011

      Created designs and layouts for trophy, plaque, and screen printing orders using CorelDRAW Completed trophy, plaque, and screen printing orders by their assigned deadline Maintained and updated the store's invoice management system Created designs and layouts for trophy, plaque, and screen printing orders using CorelDRAW Completed trophy, plaque, and screen printing orders by their assigned deadline Maintained and updated the store's invoice management system

Education

  • Duquesne University
    Master of Fine Arts - MFA, Media Arts and Technology
    2018 - 2022
  • Duquesne University
    Certificate, Web Design and Development
    2016 - 2017
  • Duquesne University
    Bachelor of Science - BS, Secondary Mathematics Education
    2009 - 2013
  • Baldwin Senior High School
    High School Diploma
    2005 - 2009

Community

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