Eric Ziegler

Experience

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  Bondtrac, Inc.

  Jun 2005 - Aug 2006

  Customer Support Team Leader

  Oversaw Customer Service Team to ensure prompt resolution of customer inquiries and issues. Increased product use across 40,000+ users by anywhere from 35%-to 75% by developing creative training materials including email campaigns, web seminars, computer tutorials, and personalized training solutions.Provided sales demonstrations to potential customers with the Sales team. Observed and reported trends in customer issues to provide opportunities for product improvement. Improved bond offering volume by collaborating with programmers to create a submission system resulting in a 50% increase in bond offering submissions. Authored technical documentation for software and product features for internal and customer use. Assisted customers with the development of bond portfolios and provided clarifications on bond details. Show less

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  Computer Research, Inc.

  Jan 2007 - Mar 2010

  Assisted in the development, designing, and writing of the CRI user documentation which includes system workflow, business logic, and system logic for current and new products. Increased understanding and knowledge of the securities industry and the back-office environment. Created operational manuals for the IBM System i to support the Operations team.Developed and maintained the CRI Extranet as the primary method for the distribution of information on the CRI Back-Office System.Researched technical documents and programming languages to assist in problem solving and produce support materials.Provided system support to the Quality Assurance and Client Services teams.Tested new functionality prior to release and wrote complimentary documentation sent to customers upon release. Converted all user documentation from the Microsoft Document format to HTML/CSS format for online presentation.Transformed requirements and technical specifications into user documentation.Reduced the number of calls to client services by roughly 30% by creating a new customer website that allowed customers to view system update Delivery Notices, download tax forms, read news, and access system documentation. Documented all the system reports (700+) and provided details on data including calculations, field values, and relationships with other reports. Identified, researched, and produced Delivery Notices for system updates and new code in a timely manner.Rewrote existing documentation, updated the documentation style, and expanded the documentation to include all system functionality. Show less

  • Documentation Specialist

    Sept 2008 - Mar 2010

  • Customer Service Representative

    Jan 2007 - Aug 2008
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  Scottrade

  Mar 2010 - Mar 2018

  Researched, wrote, and maintained user documentation for the CRI Back-Office System software.Identified, researched, and produced Delivery Notices for system updates and new code in a timely manner.Possess a strong foundation and understanding of the securities industry, DTCC products, and industry regulations.Facilitated knowledge sharing across departments by providing training courses prior to the project kick-off.Increased success rates of new associates by providing training on brokerage and the Back-Office System.Turned around a delayed program by traveling to the primary conference control location to perform gap analysis; produced documentation that enabled Accenture to fill gaps.Approached by Learning & Development to produce related training materials; avoided costs that would have been incurred by producing these via an outside vendor.Moved a delayed project out of red within two months by creating new automation sheets with a success rate over 95%.Recouped hours of testing time by performing gap analysis and working with the Accounting team to map the general ledger between two systems.Resolved accounting errors saving the firm approximately $500K and reducing audit exposure.Researched and created documentation for CRI Back-Office System software and on financial topics such as mutual funds, segregation, and trade processing.Created a video tutorial series using Camtasia for the CRI Back-Office System to increase support of best practices on the Back-Office System.Provided test data and examples to Quality Assurance and Business System Analysts using SQL queries.Performed Data Governance on the entire Back-Office System software; mapped field level values back to the DB2 and SQL database. Performed data analysis and field mapping of CRM software with the CRI Back-Office System (system of record). Show less

  • Senior Technical Writer

    Nov 2012 - Mar 2018

  • Technical Writer

    Mar 2010 - Nov 2012
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  SRS Acquiom

  Jul 2019 - Mar 2020

  Technical Writer

  Researched and wrote an in-depth guide on locating accounting discrepancies in escrow accounts and payments for mergers & acquisitions using the NetSuite accounting and general ledger systems. Created user-management documentation for custom applications to support the Client Service and Product Owner teams. Researched, created, and reviewed Entity-Relationship Diagrams for the Engineering team to provide a strong understanding of the database relationships and usage.Investigated and created detailed SQL queries to validate data and records displayed in every chart of the firm’s custom application. Before this, limited validation was performed on the data and multiple defects were discovered in this process. Wrote an overview of the system architecture and created a high-level diagram reviewing the major components of the system architecture. Wrote additional in-depth materials concerning each component. Show less

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  Savana

  May 2021 - Feb 2024

  Technical Writer 2

  𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗲𝗱 𝗮𝗻𝗱 𝗺𝗮𝗶𝗻𝘁𝗮𝗶𝗻𝗲𝗱 𝗱𝗼𝗰𝘂𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻 𝗳𝗼𝗿 𝗮 𝘀𝘂𝗶𝘁𝗲 𝗼𝗳 𝗳𝗶𝗻𝗮𝗻𝗰𝗶𝗮𝗹 𝗶𝗻𝘀𝘁𝗶𝘁𝘂𝘁𝗶𝗼𝗻 𝗔𝗣𝗜𝘀. Created over twenty API user guides, including the API standards, descriptions, logic, flow, field definitions, and code examples. 𝗖𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗲𝗱 𝘄𝗶𝘁𝗵 𝘁𝗵𝗲 𝗽𝗿𝗼𝗱𝘂𝗰𝘁 𝘁𝗲𝗮𝗺 𝘁𝗼 𝗲𝗻𝘀𝘂𝗿𝗲 𝘁𝗵𝗲 𝗮𝗰𝗰𝘂𝗿𝗮𝗰𝘆 𝗼𝗳 𝘁𝗵𝗲 𝗔𝗣𝗜 𝗱𝗼𝗰𝘂𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻. Uncovered details of an API using Jira issues, Confluence pages, and stand-up discussions to produce detailed information for each API. Reviewed the information with the product analyst to ensure accuracy. 𝗥𝗲𝘀𝗲𝗮𝗿𝗰𝗵𝗲𝗱, 𝗽𝗿𝗲𝗽𝗮𝗿𝗲𝗱, 𝗮𝗻𝗱 𝗽𝘂𝗯𝗹𝗶𝘀𝗵𝗲𝗱 𝗔𝗣𝗜 𝗿𝗲𝗹𝗲𝗮𝘀𝗲 𝗻𝗼𝘁𝗲𝘀 𝗱𝗲𝘁𝗮𝗶𝗹𝗶𝗻𝗴 𝘁𝗵𝗲 𝗲𝗻𝗵𝗮𝗻𝗰𝗲𝗺𝗲𝗻𝘁𝘀 𝘁𝗼 𝗮𝗻𝗱 𝗰𝗿𝗲𝗮𝘁𝗶𝗼𝗻 𝗼𝗳 𝗔𝗣𝗜𝘀.Delivered the most up-to-date additions and changes concerning multiple API suites across multiple projects with thorough release notes and hotfix bulletins. 𝗖𝗿𝗲𝗮𝘁𝗲𝗱, 𝗺𝗮𝗻𝗮𝗴𝗲𝗱, 𝗮𝗻𝗱 𝗲𝘅𝗽𝗮𝗻𝗱𝗲𝗱 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗲𝗿 𝗣𝗼𝗿𝘁𝗮𝗹 𝗰𝗼𝗻𝘁𝗲𝗻𝘁. Produced updated Developer Portal content for the existing suites of APIs and expanded the content to include a new suite of APIs. Created and exported up-to-date Postman Collections and Environment files. Show less