Resume / CV & Skills
Resume / CV
Turvo
Product Documentation Writer
August 2021 - Present
Creates in-depth, externally-focused feature documentation in the form of knowledge base articles, FAQs, best practice guides, feature release announcements, and other materials as required.
Coordinates with Product Documentation Writers and Product Managers to design and take guidance on structure, tone, and approach to the development of technical product documentation, adhering to the Turvo style guide and existing processes.
Submits drafts for technical review and editing to accommodate requested changes to ensure the clarity, completeness, accuracy, and quality of documents created.
Independently manages a queue of content needs in tandem with feature releases, prioritizing work as needed to meet deadlines.
Translates complex technical information into intuitive clear format.
Interviews software engineers, support staff, and quality assurance personnel to understand functionality for documentation needs.
Maintains organized and efficient document flows by using excellent planning and multitasking skills.
Transmits documents, organized revisions, and tracked changes.
Converts documents from one application to another.
Assists in continuous improvement activities while developing and maintaining resulting documents.
Publishes updates to the customer Help Center monthly (first hosted on Zendesk, now on Confluence) and makes ad hoc updates when needed .
Creates and publishes customer communication emails via Gainsight.
Achievements:
Helped to create new processes for documentation tickets in Jira, for the conversion of draft documents to Zendesk articles, and gathering information during the release planning stage.
Filled large documentation gaps by creating extensive documentation on two features, Analytics and Reports, that were missing detailed documentation. This efforted yielded an equivalent of 300+ pages of content for the Help Center.
Edited, proofread, and contributed writing to documents such as manuals, user guides, procedures, and specifications, that described Federal Aviation Agency (FAA)-owned software updates and maintenance. Worked with developers, project managers, and SMEs to create documentation outlining the functional requirements of upcoming releases, interfaces with other applications, and release notes.
Worked independently on larger, moderately complex projects/assignments.
Set objectives to meet the goals of projects. Assisted other professionals with tasks and assignments.
Collaborated with colleagues across multiple areas (project managers, application developers, etc.) to create documentation for both internal and external audiences that described how to use specific software.
Participated in monthly patch testing of applications.
Achievements:
Created a new ticketing process that separated document development from software development. New process assigned documentation to subject matter experts, tracked development through the lifecycle of the document through review and signoff, and enabled stakeholders to track progress.
Established library system for organizing and storing documentation after technical writers on the team reduced from three to one and the number of applications expanded. Created libraries for each application using Atlassian Confluence and made them available to the entire team and stakeholders.
Created and managed a system of documentation release and update. Provided missing guidance on documentation requirements as sole writer for team. Managed and tracked the creation of documentation for roughly two dozen releases across three applications. Created release-specific documents for each application release and updated overall system documentation as needed.
Contract Position For the FAA Enterprise Service Center.
Created and updated network diagrams using Microsoft Visio.
Researched databases and worked with systems administrators to ensure accuracy.
Maintained a library of existing network diagrams.
Participated in a SAFe Agile Team.
Project manager in creating computer-based training for the U.S. Army. Fulfilled seven long-term contracts end-to-end. Directed the development of interactive media, managed project contractors, including SMEs, and assured the quality and timeliness of deliveries.
Course Development
Planned and wrote course content in collaboration with SMEs and instructional designers. Gathered and created media for courses, both independently and with the design team.
Prepared course flow outlines using Microsoft Visio. Developed project milestone schedules.
Facilitated project development following instructional design standards.
Investigated software errors and maintained communication with the programming team until issues were resolved. Performed low-level programming to format content and fix minor software errors.
Project Management
Analyzed contract requirements and verified and validated contractual scope requirements.
Oversaw compliance of courseware with SCORM 2004 3rd Edition.
Conducted weekly teleconferences with internal and external stakeholders, and participated in on-site meetings with clients. Wrote weekly and monthly status reports to help clients monitor project status.
Trained and mentored other employees in company procedures.
Provided other content developers with writing and media assignments.
Assisted project managers with logistics and documentation.
Managed procurement of project-essential components.
Closed projects and submitted financial documentation.
Audited project inventories.
Skills
My skills include, but are not limited to, the items that are listed here.
Microsoft Office Suite
Extensive experience in the Microsoft Office Suite, including Microsoft Visio
Coding Languages
Basic familiarity with coding languages, including:
XML
HTML
Markdown
Java
Enterprise Tools & Strategies
Experience with Atlassian's Jira & Confluence tools
Experience with Zendesk Help Center tool
Experience with SnagIt & Camtasia
Learning Management Systems
Army Learning Management System (ALMS)
Enterprise Life-Long Learning Center (ELLC) Blackboard
SCORM 2004, 3rd Edition
508 Compliance
Audio / Visual
Photography