Mary Miller

Experience

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  Access Transmission, Services

  Jan 1997 - Jan 1998

  Technical Writer

  -Designed interactive tutorial web pages with animated graphics.-Designed layout and developed content for an end-to-end manual to documenting corporate assets in an in-house asset management system.-Developed instructional graphics and scanned and edited graphic images using Adobe PhotoShop and Microsoft Word.-Scripted and developed Interactive Distance Learning course for the Asset Management System, providing live demonstrations and Q&A for installers on using new hardware to populate the asset management system.-Trained Help Desk personnel to use barcode generation program and printer to support the asset management system. Show less

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  AT&T

  Mar 1998 - May 2020

  • Authored and copy edited monthly communications distributed to over 9,000 Agile and Scaled Agile employees across AT&T.• Controlled internal company Agile Center of Excellence social media community with 1,845 members and 7,924 employee visits in 2014.• Doubled the number of blogs posted in 2019 over prior year, with over a 200% increase in blog traffic and Likes. Some blogs increased traffic over 570% more visits than the highest traffic blog in 2018. • Increased online documentation visits by 293% and internal social community by 500% in one year. Show less o Coached process team members to expand their understanding of and engage User Experience and accessibility practices to improve the documentation wikis being created as part of the Technology Development Transformation. This included efforts to improve the TD Platform communications brand.o Re-organized and expanded support documentation for Jira Align (formerly AgileCraft) website. o Provided Jira Align administrative support, connecting the dots between tool functionality and agile process expectations. Show less o Directed TUniversity resources to create comprehensive training courses to quickly onboard users new to the TD Platform development suite of tools. o Created highly accessible and easily searchable documentation which are critical to TD Platform development suite of tools' ongoing rollout and self-support strategy.o Partnered with tool support and admin teams to identify and resolve end user pain points through documentation expansion, re-organization, and clarification. o Designed and implemented tagging and access strategy to enable users to access documentation by tool function or by the needs of their role, providing enhanced self-support options for the user base. Show less o Designed, developed, and maintained automated system and database for requesting, tracking and reporting feedback from Clients and Project Team Members on Project Management skills using SharePoint workflows and SharePoint Designer.o Developed and delivered training for IT-wide consumption using combinations of PowerPoint, Fireworks, Livemeeting, AT&T Connect, Captivate. Leader led sessions contained between 20 and 500 participants. o Provided Process support and coaching to over 1500 project and program managers across AT&T's Information Technology Organization. o Developed and deployed standard software development process, standards, and metrics.o Designed and created written communications and short videos as part of internal marketing plans.o Developed internal company Project/Program Management wiki that was voted most useful wiki for 2013 and 2014 with 3,279 employee visits in 2014.o Conducted training sessions with a 90.4% average effectiveness rating.o Owned and maintained internal company Project Management social media community with 1845 members and 7,924 employee visits in 2014.o Developed and conducted training sessions for process and tool changes with over 5,000 participants in 2014. o Developed curriculum and training program for those new to Information Technology as well as project management-specific program.o Designed, developed, and maintained automated system and database for requesting, tracking and reporting feedback from Clients and Project Team Members on Project Management skills using SharePoint workflows and SharePoint Designer.o Converted electronic process documentation to an easily scalable and searchable, indexed and cross-linked online help format using RoboHelp, Dreamweaver and SnagIt. Show less o Training Lead for IT process support group prior to and during the CMM Assessment, passed by Online Services. o Planned, documented, and managed process update releases.o Developed and coded self-paced courses for the Learning Management Center. o Performed Compliance Review pre-audits for Project Managers. Mentored the Project Managers as needed to close potential audit or process audit issues. o Documented and maintained assigned roles for organizational employees in SAP. Tracked and reported training histories and training metrics to leadership. Show less o Developed requirements and oversee implementation of site search on Midwest region web site. o Project managed upgrades to the ATT.com/Search tool on customer-facing att.com web sites to reduce failed search results by 80%. o Wrote and maintained business product content for customer-facing web sites (Southwestern, East, Midwest, and West regions).o Wrote, edited, coded and revised HTML content for business products on Ameritech web site in-house Content Management System (CMS).o Developed instructional materials and trained team mates on CMS.o Updated and maintained B2B web site, connecting AT&T key customers with corporate information.o Documented web site maps and process flow diagrams in Visio. Show less o Developed integrated online help (OLH) system structure and flow. Documented team OLH standards, templates, and best practices. Trained teammates on RoboHelp, OLH standards, and processes. o Wrote, edited, proof read, and maintained Train the Trainer instruction manuals and CDs. Presented Trained the Trainer sessions for in how to train customer service managers to use the billing application. o Created interactive training presentations for self-paced learning and to supplement Train the Trainer course materials in Microsoft PowerPoint.o Created and maintained documentation templates and formatting automation for end-user training modules, activity packs and integrated online help system. Created, edited, and maintained documentation on processes and procedures for training deliverables and new hire training.o Performed quality assurance testing on billing application functionality. Validated and refreshed training program environments. Show less

  • Sr. Business Management

    Oct 2018 - May 2020

  • Sr. Business Management

    Jan 2018 - Sept 2018

  • Sr. Business Manager

    Sept 2015 - Dec 2017

  • Sr. Business Management

    May 2007 - Aug 2015

  • Business Management

    Jan 2004 - May 2007

  • Business Management

    Jul 2000 - Dec 2003

  • A

    Mar 1998 - Jul 2000
• 

  Self-employed

  May 2020 - Jan 2021

  Sr. Technical Writer
• 

  Fannie Mae

  Jan 2021 - now

  SF Risk - Technical Writing - Senior Associate