Summary

Highly motivated, resourceful technical writer and training content developer who has continually earned praise for making complex information easy to find and easy to understand.

* Broad experience creating documentation, procedures, task outlines and training for ERP (Oracle, JD Edwards, PeopleSoft), help desk (HEAT, BMC Remedy), content management (Joomla, SharePoint), and internally-developed systems.

* Skilled in documentation project management that reduces costs and delivery time while increasing quality.

* Nationally recognized degrees with coursework in needs analysis, task analysis, instructional design, and training measurement.

* Trained in Information Mapping - a patented content and procedure creation method used by Cisco, Hewlett-Packard, IBM, Oracle, and Sun - and Playscript procedure writing.

* Well-versed in information design best practices such as message maps, content inventories, page tables, metadata frameworks, and taxonomies.

* Deep, enterprise IT experience in software development, networking, operations, governance, and security as well as quality, security, and compliance frameworks such as COBIT, ITIL, and ISO 20000.

Work History

Work History
Jul 2008 - Present

Communications Manager

Column Technologies
Sep 2007 - Jun 2008

Web Content Administrator

FirstGroup America (Formerly Laidlaw Education Services)
Promoted to lead information and visual communication design for Internet and intranet sites. ** Defined and led the company’s content management strategy, improving information access and search quality through user research, information architecture, metadata, and usability testing. ** Improved marketing website traffic, teaming with business managers to manage keyword generation, search engine optimization, A/B and multivariate testing, and web analytics. ** Enhanced usability and information access by designing and moderating freelisting exercises, card sorts, heuristic evaluations, and usability tests. ** Improved change management process communications, approval speed, and reporting by replacing an error-prone paper process with a web-based workflow. ** Helped users localize marketing campaigns by developing Adobe Flash instructional videos.
Nov 2003 - Sep 2007

Technical Writer

Laidlaw Education Services
(Company acquired by FirstGroup America in 2007.) Dramatically extended the position’s scope, playing a key role in communications, process redesign, and change management. ** Supported 45,000 employees by user manuals, quick reference guides, HTML Help files, and training materials. ** Worked across the software development lifecycle (SDLC), creating requirements, architecture, testing, and deployment documents. ** Managed the intranet using Microsoft Content Management Server, partnering with stakeholders to understand their needs, develop communication strategies, and create effective content. ** Managed the department's customer service website, creating communication plans, documents, and messages to support infrastructure, security, and application deployments. ** Helped secure Sarbanes-Oxley (SOX) certification by partnering with management and audit teams to create Section 404-compliant process narratives, policies, procedures, and forms.
Oct 2001 - Nov 2003

Technical Writer (Contract Position)

Laidlaw Education Services
(Company acquired in 2007--now FirstGroup America.)

Education

Education

Bachelor of Arts

State University of New York College at Geneseo
The Princeton Review notes Geneseo is..."on par with the educational experience at many of the nation's finest private universities."

Master of Arts

Michigan State University

The Gourman Report ranks Michigan State among the top ten programs of its kind. ** Organizational behavior, change management, and process analysis and modeling coursework.

2009 - Present

Certificate

University of California, Irvine

Classwork in search engine optimization (SEO), search engine marketing (SEM), web analytics, data warehousing, and dimensional data design.

Skills

Skills

Adobe Acrobat