Jennifer Busch

Experience

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  Echelon Internet

  Aug 1998 - Nov 1999

  Customer Support Specialist

  Managed help desk calls for dial-up and corporate service users. Maintained a Cisco AS5200 with dial-up modem and ISDN services. To support the dial in accounts, maintained the TACACS+ database for account authorization and billing. Performed domain submissions to InterNIC (Network Solutions) and CA-Net (Canadian Registry). Responsible for all configuration of virtual DNS, SMTP mail routing, and server space.

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  PSINet Ltd.

  Nov 1999 - Feb 2001

  Senior Technical Support Specialist (TAC)

  Technical support (TAC) for PSINet’s corporate customer base. Assisted customers in resolving technical problems of various complexities. Managed assignment of Remedy Tickets to TAC staff and supervised follow-up of customer ticket requests. Customers ranged from small and medium businesses, to large government departments and large multi-site Tier 1 enterprises.Supported Services:Frame Relay, ISDN, ADSL, TCP/IP network routing, DNS, WWW, FTP, RAS, and email services.Supported Products: Cisco 766, 860, 1010, 2501, 2600, 7500; Alcatel DSL Modem Products; Ascend Pipeline pipeline 50, superpipe 75, superpipe 95; Astrocom CSU/DSU; Compatible Systems MicroRouter; Netopia 640, R3100 and R9100; Nortel Networks Instant Internet 100 and 400; OpenROUTE/NX NETWORKS (formerly Proteon) Show less

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  TELUS

  Feb 2001 - Aug 2004

  Supported the post-sales relationship with new clients as the primary liaison between the customer and Telus (PSINet Limited Canada Inc, a Telus Company). Facilitated installation of new services by ensuring all necessary systems were in place such as CPE router, WAN circuit, facility cross connects. Provided third-level escalation support for TAC (support). Provided training and technical expertise to Customer Delivery manager. Provided cross-organizational training for new staff on network and customer activation procedures. Special projects included writing and translating customer-facing materials to French. Show less

  • Design Engineering Specialist

    Jan 2002 - Aug 2004

  • Service Delivery Coordinator

    Feb 2001 - Jan 2002
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  Jennifer Busch

  Sept 2003 - May 2008

  Web and Graphic Designer

  Worked with corporate and small business clients. Services included writing web copy, product photography, graphic design, domain registration and management, website design/re-design (HTML, CSS, Javascript), search engine optimization (SEO), web analytics, and template customization (Wordpress and Joomla). Sites were coded using a text editor.

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  Incognito Software Systems Inc.

  Jun 2008 - Sept 2018

  Technical Writer

  Develop and maintain documentation for complex software in a topic-based authoring environment using an XML editor and DITA. Software encompasses service activation, broadband provisioning (DOCSIS, TR-069, PacketCable, and SIP), IP address management (IPAM), and network intelligence solutions. Key functions:- Perform the full range of technical writing activities including planning, researching, writing, testing, and revising product and installation documentation. Collaborate with globally-based development teams, and manage competing priorities to meet deadlines. - Use subject matter expert interview techniques, review RFCs, and technical standards, and participate in development meetings to gather source materials. Work proactively to research, develop, and test task-oriented procedures.- Maintain the in-house customized DITA-OT and perform version upgrades with customization migrations. As needed, extend the DITA Open Toolkit (create new transformation types, override styles, and modify generated text) using best practices. - Develop and implement onboarding and training process for new technical writers. Provide expertise related to technical writer industry to support hiring process. Cross-train QA manager to read and author DITA in a text editor to support release note publishing process.- Maintain documentation standards (style guides and in-house standards) and contribute to the development and maintenance of the internal documentation Google website.- Implement localization elements in DITA-OT for Canadian French, provide initial product translations to the development team (related to error messages and GUI screens), implement localization in source files, coordinate with the translation company, and publish translated documentation.Current Tools: DITA, DITA-OT, oXygen XML, Git and Bitbucket, Atlassian Jira, Google Docs, SnagIt, OpenStack, API Blueprint, and Aglio.Past Tools: Adobe FrameMaker, SVN, Bugzilla, Adobe Photoshop, and VMware. Show less

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  Ciena

  Sept 2018 - now

  Senior Information Developer