Clay King

Experience

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  Hybrid IT Solutions

  Apr 2010 - Feb 2011

  IT Support Specialist

  - Established the foundation for the business to expand by creating and maintaining all process documentation.- Improved operating efficiency up to 30%. Responsible for everything from technical support to general billing and account management inquiries.- Acted as the primary point of customer contact.

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  ETC (Electronic Transaction Consultants)

  May 2011 - May 2014

  IT Support Specialist

  - Created instruction sets, Standard Operating Procedures, persuasive technical memos, and root cause statements related to system outages.- Contributed to a consistent 98% production capacity by quickly and efficiently handling technical support requests.- Reduced the cost of production by $92,000 by streamlining the process of information collection. - Handled multiple information requests at once and maintained large datasets.

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  AT&T

  May 2014 - Mar 2020

  - Write step by step instructional topics for using SaaS and NaaS interfaces.- Write help topics and procedures for administrators who useVOIP administrative portals.- Implement help content in Teamsite CMS and KANA KMS; hand-code HTML toensure correct presentation.- Manage the successful implementation of an average of 40 content updates a month through JIRA. - Wrote user interface content for business to business websites. - Worked with Business Analysts and Project Managers to determine the best solution for each project.- Wrote help topics and procedures for using VOIP administrative portals.- Coordinated the timely completion of editing, legal, and brand reviews to ensure projects met deadlines.- Conducted user acceptance testing to verify the solution was implemented correctly.

  • Senior Digital Content Writer & Content Implementer

    Mar 2016 - Mar 2020

  • Web User Interface Writer

    May 2014 - Mar 2016
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  Experis

  Mar 2020 - Nov 2020

  Senior Technical Writer Contract w/ Microsoft

  - Work with SPMs to create virtual agent dialogues to helpcustomers solve problems.- Track and QA a team of offshore writers’ dialogues before theygo to editing.- Work with management and team members to improveprocesses and increase efficiency.- Brainstorm and plan FY21 goals and metrics for the team.

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  Amazon Web Services (AWS)

  Nov 2020 - now

  Programmer Writer