Cyrus Kirby

Experience

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  Army National Guard

  Jan 1995 - Jan 2003

  Enlisted Soldier

  Completed in-depth training in the areas of leadership, communication, team building, problem solving, and risk management. Gained a high level of discipline, integrity, a deep commitment to teamwork, a positive work ethic, and the ability to perform under pressure. Primary goal while enlisted was to always out perform normal standards to achieve a high level of professionalism. This resulted in a strong sense of self-motivation to succeed as both an individual and as a team. Honorably discharged in 2003 after fulfilling contractual obligation.Skill Focus:• Leadership Show less

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  Valley City State University

  Jan 1995 - Jan 2000

  Student

  Full-time student.

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  IBM

  Jan 2000 - Dec 2013

  Gather technical information and develop communication plans for new offering announcements and technical support using mixed media. Primary goal is to educate and inform clients of new solutions using social networking and online video presentations. Clients are better informed and aware of development updates as a result.Skill Focus:• Information Architecture• Business Analysis• Business Systems Analysis• Project Management• Content Strategy• Content Development/Technical Writing• User Experience Design/Research• Leadership/Team Building Show less Monitor, analyze, and improve search results through in-depth metric collection and evaluation. Primary goal is to improve the client end-to-end experience, search accuracy, click-thru rate, and reduce zero search returns. Efforts have resulted in faster delivery of support information and technical assistant which improves client satisfaction levels (based on client feedback and metric evaluation).Skill Focus:• Information Architecture• Business Analysis• Business Systems Analysis• Project Management• Content Strategy• Content Development/Technical Writing• User Experience Design/Research• Leadership/Team Building Show less Create, develop, and control corporate wide taxonomy of software and hardware product offerings. Primary goal is to scientifically organize all products into meaningful and robust taxonomy values and then create a repeatable process that can be used across all of electronic support. This resulted in a universal internal method of defining products for use across multiple client-facing consumers of product offering and solution information.Skill Focus:• Information Architecture• Business Analysis• Business Systems Analysis• Project Management• Content Strategy• Content Development/Technical Writing• Leadership/Team Building Show less Engaged development, marketing, and manufacturing teams to organize and develop a robust electronic support experience using online and offline medium to support a wide range of software and hardware business offerings and solutions. Primary goal was to evaluate and improve all educational material available online for an entire brand offering through proactive communication of new documentation, maintaining a comprehensive FAQ, client interviewing, resolving reported defects, and prioritizing documentation updates and publication schedules. When and where necessary, authored documentation to ensure continued technical accuracy of the supported client offering.Skill Focus:• Information Architecture• Business Analysis• Business Systems Analysis• Project Management• Content Strategy• Content Development/Technical Writing• User Experience Design/Research• Leadership/Team Building Show less Continued scope of responsibilities of my previous role, but more emphasis and ownership on specific mission-critical process documentation for resource management and version control. Deep technical involvement in the documentation of API reference information, subject matter expert engagement, user experience testing, client interviewing, research, and sample code creation. During this time, I worked on the HTTP Server for iSeries and Linux for iSeries as the Team Leader.Skill Focus:• Information Architecture• Business Analysis• Business Systems Analysis• Project Management• Content Strategy• Content Development/Technical Writing• User Experience Design/Research• Leadership/Team Building Show less

  • Systems and Technology Group Client Adoption Lead

    Jan 2013 - Dec 2013

  • Systems and Technology Group Enterprise Search Lead

    Jan 2013 - Jan 2013

  • Systems and Technology Group Taxonomy and Internal Metrics Lead

    Jan 2010 - Jan 2013

  • AS/400, iSeries, System i, IBM i Brand Representative and Electronic Support Lead

    Jan 2005 - Jan 2010

  • Information Development Technical Writer and Team Leader

    Jan 2000 - Jan 2005
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  CDI Corporation

  Jun 2000 - Aug 2000

  Information Development Technical Writer (Contractor)

  Engaged development teams and cooperatively created technical documentation that covered task-based, troubleshooting, and reference material used for client support. Primary goal was to become an expert in the solution, identify client-pain-points, develop a support plan, and then create education material. This resulted in delivering a highly technical multilingual offline/online support documentation solution and official hiring by IBM.Skill Focus:• Information Architecture• Business Analysis• Business Systems Analysis• Project Management• Content Strategy• Content Development/Technical Writing• User Experience Design/Research• Leadership/Team Building Show less

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  Mayo Clinic

  Jan 2007 - Jan 2009

  MayoAccess Handbook Solutions Architect and Education Champion (Consultant)

  Proposed, created, and further developed a single-source solution to deliver the MayoAccess Handbook at little to no cost to stakeholders. Developed education and further improved processes through continued analysis and user feedback. Primary goal was to provide a robust and low cost solution to allow for single-sourced documentation to be used in PDF and HTML format. This resulted in a zero cost and high use deliverable.Skill Focus:• Information Architecture• Business Analysis• Business Systems Analysis• Project Management• Content Strategy• Content Development/Technical Writing• User Experience Design/Research Show less

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  Kroll Ontrack

  Jan 2013 - Jan 2016

  Senior Information Architect, Content Strategist, and Content Developer (Technical Writer III)

  Responsible for defining and creating the user experience for products and solutions across multiple websites and online communities. Organizing content for multiple audiences, both internally to the company and client-facing. Collecting, reviewing, and taking action on feedback and metrics to improve user experience. Strengthen the brand and provide technical and non-technical information.Skill Focus:• Information Architecture• Business Analysis• Business Systems Analysis• Project Management• Content Strategy• Content Development/Technical Writing• User Experience Design/Research• Leadership/Team Building Show less

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  SitePen

  Jan 2016 - Jan 2017

  Senior Information Architect, Content Strategist, and Content Developer

  Responsible for information architecture and creating a content strategy. Assisted with release of blog articles and social media updates.Skill Focus:• Information Architecture• Business Analysis• Project Management• Content Strategy• Content Development/Technical Writing

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  ITR Group

  Jan 2017 - Jan 2017

  Responsible for creating high-level architectural documentation, project management, functional requirements gathering, logical diagram creation, and content communication strategy. Current project involves creating a complete end-to-end test environment for DiTech, working with multiple Product Groups, and helping to manage the logistics of the overall project.Skill Focus:• Information Architecture• Business Analysis• Business Systems Analysis• Project Management• Content Strategy• Content Development/Technical Writing• Leadership/Team Building Show less

  • Senior Information Architect, Content Strategist, and Content Developer at DiTech

    Jan 2017 - Jan 2017

  • Senior Business Systems Analyst and Scrum Master for Zebra Technologies

    Jan 2017 - Jan 2017
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  Zebra Technologies

  Jan 2017 - Jan 2023

  Senior Solution Technical Program Manager, and SAFe Advanced Certified Scrum Master (SASM)