Experience

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  Columbine jds systems

  Jan 1998 - Jan 2001

  Served as a supervisory consultant by assisting other consultants in the call center, managed call volume, and recruited support when necessary. Technically supported business applications for the media industry worldwide. Troubleshot both software and hardware issues for the Columbine Traffic and AV10 finance applications, related PC products, terminal emulation software, and all hardware associated with the host AS/400.

  • Technical Support Analyst, Level 2

    Jan 2000 - Jan 2001

  • Technical Support Analyst, Level 1

    Jan 1998 - Jan 2000
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  Encoda systems

  Jan 2001 - Jan 2005

  Technical writer 1

  Wrote release guides, revised online help, designed and edited newsletters and web content, and trained internal staff. Coordinated content for the client newsletter and periodic emails to clients.• Developed course materials that could be delivered in modules via webcast. This saved significant costs by eliminating the need to travel to each client site to deliver training.• Maintained and improved templates for the documentation team. Created four additional functional templates, based on the original structural template, with guided writing prompts to assist those who only wrote occasionally. Trained about 12-15 users and mentored them in using the templates.• Coordinated newsletters for multiple products, initiated use of an article structure that assisted us with identifying an array of topics, tracked the topics using a spreadsheet to avoid duplication, wrote and communicated shared topics, and edited the work of my peers to create a consistent voice. Show less

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  Harris corporation

  Jan 2005 - Jan 2010

  Analyzed audience needs, designed documentation and training solutions, created and maintained Help systems for various broadcasting software products, wrote release documentation, actively participated in multiple Agile Scrum teams, multi-tasked and prioritized projects for two writers, designed and administered multiple Microsoft SharePoint 2007 team portals, edited peers’ writing, and streamlined team procedures.• Became an early adopter of AIR Help and worked with Adobe developers to modify Action Script and HTML code to create context-sensitive Help calls from a web application. After seeing the resulting Adobe Success Story, WritersUA requested a demonstration of the method and AIR Help’s functionality for the 2010 WritersUA Conference Peer Showcase.• Offered an efficient and free method of delivery by creating Captivate tutorials as a self-study option for a new application. These tutorials provided concepts to users who were unfamiliar with them, tips for successful implementation, and demonstration videos for those who wanted to “see” how it is done. This resulted in reduced training costs.• Expanded my role with an Agile team beyond that of a technical writer. Tested the installation while preparing the Installation Guide, notified the business analyst of design problems observed while reviewing design documents, and identified potential usability issues when writing cumbersome procedures. Served as a client advocate and was frequently involved in discussions about user workflow.• Gathered input from eight technical writers and designed a plan to co-locate documentation for over two dozen products on one easy-to-use SharePoint documentation portal. In addition to negotiating a consistent look-and-feel, created a Product Documentation Locator on the Home page that allowed unfamiliar users to link directly to their product’s documentation page with one click. This saved time and prevented much frustration for employees throughout the division. Show less Analyzed audience needs, designed documentation and training solutions, created and maintained the Help system for a middleware software product, wrote release documentation, edited peers’ writing, and streamlined team procedures. Administered the client extranet website and negotiated vendor interactions.• Documented a complicated integration between broadcasting traffic software, an enterprise XML messaging application, and a third party provider. This solution resulted in a streamlined installation for internal staff and a more automated workflow for the client.• Presented a brown bag session on “Tips for Using Documentation Templates” that 12-15 users attended. The training allowed those with periodic writing responsibilities to become more confident about their abilities, reduced the amount of time technical writers spend editing the work of others, and established mutual respect along with additional expertise.• Established a web download process for software fixes. This effort reduced costs by virtually eliminating the need to overnight CDs for simple defect fixes. By using FTP, client satisfaction increased as they were able to receive fixes much faster. Show less Wrote release guides, revised online help, created newsletters and web content, developed web conference training materials, and trained internal staff.• Organized much of the effort to bring documentation deliverables for several global product teams together by researching Help outputs; created Help and documentation templates with shared topics and a flexible, yet cohesive, look-and-feel; and identified a common writing structure for the group. These tools continue to save time every day, and the writers are empowered with easy transitions when sharing projects.• Facilitated agreement on Best Practices to be used by all technical writers. Team members expressed appreciation for this effort, and the resulting document continues to serve as a guide.• Converted years of documentation from hard to soft copies and stored it on the client extranet. This allowed us to close our Copy Center, which significantly reduced equipment, storage and staff costs. Show less

  • Senior Technical Writer 4

    Jan 2008 - Jan 2010

  • Senior Technical Writer 3

    Jan 2006 - Jan 2008

  • Technical Writer 2

    Jan 2005 - Jan 2006
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  Society for technical communication, rocky mountain chapter

  Jan 2009 - Jan 2013

  Website manager (volunteer position)

  Negotiated contract with website developer, migrated existing website to new host server, facilitated design of new chapter logo and website, implemented information architecture (designed by committee) and cascading style sheet (CSS), and organized and trained content management volunteers.

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  Mckesson corporation

  Oct 2010 - Mar 2013

  Technical writer
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  Relayhealth

  Apr 2013 - Mar 2017

  Knowledge manager
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  Change healthcare

  Mar 2017 - now

  Knowledge manager