SUMMARY
A creative and articulate technical writer with extensive experience in instructional design, database and document management, training and development, instructional manuals, style guidelines, e-learning materials, and IT applications. Possesses a proven track record in creating technical documents for a wide variety of disciplines and work environments. Analytical and forward-thinking, works well in collaborative environments as well as in individual settings. As a highly capable producer, delivers clean, comprehensive documents that propel an organization toward achieving long-term growth.
EXPERIENCE
EMORY UNIVERSITY, Atlanta, Georgia
Technical Writer, 2013-present
Work with subject matter experts to create and modify service level agreements, standard operating procedures, engagement packages and data use agreements specific to several applications used by researchers within the Emory community and its many affiliate organizations. Perform due diligence to ensure that all documentation reflects Emory’s adherence to all applicable HIPAA, FISMA, and other pertinent federal mandates and guidelines.
• Revise existing documentation for consistency with new templates as well as organizational changes, gleaning content for use in new documents as necessary.
• Serve as team lead for working group, facilitating meetings, coordinating activities, and assisting project manager in determining timelines, estimates, and maximization of resources.
• Worked closely with departing Systems Administrator to document procedures he followed in support of 15 applications.
CONKLIN-INTRACOM, Johns Creek, Georgia
Technical Writer, 2012-2013
Assisted Vice President in developing comprehensive library of user guides for technical staff and customer service representatives, supporting middleware for a rapidly-growing company that provides television, telephony, and Internet services to cable companies in U.S. and a number of other countries.
• Edited existing guides for formatting consistency, revising as necessary per upgrades to the application.
• Generated new guides, graphics and diagrams from scratch as client needs dictated.
• Interacted daily with onsite technical staff to alert them of inconsistencies and potential bugs within the application.
ADERANS RESEARCH INSTITUTE, Marietta, Georgia
Document and Records Control Specialist, 2009-2012
Served as document control team lead, overseeing all activities related to electronic document management system (eDMS) and records control in controlled environment compliant with applicable ISO, FDA, and CFR Part 11 mandates. Managed eDMS database containing more than 9,000 electronic documents and records. Ensured proper routing of in-process documents for review and approval processes, according to required guidelines and in a timely fashion.
• Edited documents for grammar, clarity, and proper formatting.
• Interacted daily with wide assortment of individuals in various departments within diverse and multinational organization.
• Hosted formal training sessions on eDMS for company employees and provided remedial refreshers as well as daily assistance with eDMS and Microsoft Office.
• Maintained documentation library, filing and inventorying paper records.
• Completed in-house training program to become part of internal audit team.
SUPERIOR ESSEX, Atlanta, Georgia
Senior Technical Writer, 2008
Created and modified a wide assortment of installation guides, technical specifications, and marketing materials for one of the world’s leading cable and wire manufacturers. Maintained an intranet SharePoint directory for all documentation libraries.
BEAVEX, INC., Atlanta, Georgia
Instructional Designer, 2008
Collaborated with vice president of IT to create master training manual and peripheral documents for OnDemand database used for order generation and tracking for BeavEx’s more than 30 courier dispatch operations. Provided insight to lead trainer to prepare approved documentation for conversion to RoboHelp format.
GRIZZARD COMMUNICATIONS GROUP, Atlanta, Georgia
Project Coordinator, Technical Writer, 2006-2007
Provided insight to director of IT applications in project tracking team member tasks and special projects. Served as gatekeeper for Business Objects report requests, tracking and monitoring progress from start to finish and performing quality control and formatting procedures on finished reports.
• Compiled PledgeMaker Operations scorecard metrics data each month in preparation for monthly meeting and tracked progress of SofTrek (providers of PledgeMaker) on various tasks and deliverables.
• Took ownership of weekly calls for scheduling, coordinating, note-taking, following up, and hosting; ensured timely distribution of notes to appropriate personnel.
• Coordinated testing initiatives for five PledgeMaker upgrades, assisting with actual testing as well as regression testing and generating and modifying test scripts and refining test plans.
• Generated and fine-tuned analyses of data from accounting database.
• Resolved issues regarding past-due or incorrect invoices.
• Created and updated PledgeMaker documentation and generated manuals and reference materials to train personnel to use newly implemented Great Plains and Salesforce databases.
GRIZZARD COMMUNICATIONS GROUP, Atlanta, Georgia
Business Analyst, Technical Writer, 2005-2006
Collaborated with subject-matter experts to gather requirements and assemble library of user documentation for PledgeMaker online database used by clients to track fundraising activity and store donor information. Generated PledgeMaker and campaign management system manuals from scratch. Established document template now widely used by Grizzard for e-learning initiatives.
• Wrote elaborate procedures for using PledgeMaker’s complex modules.
• Troubleshot and resolved issues stemming from PledgeMaker’s obsolete, outdated documentation for new version of system.
• Created detailed, easy-to-follow instructions to upgrade to new version distributed to internal users and U.S. and Canadian clients.
• Delivered customized instructions for new palm pilots distributed to management-level personnel company-wide.
THE HOME DEPOT, Atlanta, Georgia
Instructional Designer, 2004-2005
Assembled elaborate training curriculum to support physical inventory reconciliation (PIR) reconstruction to modernize and improve inventory procedures. Collaborated with teammates to create and modify courseware and peripherals, including leader and participant materials, visual aids, and detailed appendix document to provide comprehensive training package for beginners as well as experts.
• Interviewed and collaborated with subject-matter experts to address inventory system issues within training curriculum.
• Conducted formal, hands-on group training session in conjunction with subject-matter exper...
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