Skills

Technical Writing software

Proficient in Adobe FrameMaker, Adobe RoboHelp, Confluence, Google Docs, LucidChart, Microsoft OneDrive, Microsoft Word, Subversion, and WordPress

Management tools

Proficient in Microsoft SharePoint, Serena Business Manager, ServiceNow and Jira

Experience

Senior Technical Writer

Simplr Solutions, Nashville, TN [08/2022 to Present]

• Fully assess a managed service software company that did not have any documentation or a documentation department.
• Write and publish external documents for Partners to understand the onboarding process, how Simplr works, how to use the Simplr Reporting tools, and how to install and customize widgets for chatbot implementations.
• Establish and run the release notes process and the associated email blast to Partners.
• Integrate the new Technical Publications department into the engineering department by establishing new Jira rules, providing release notes templates, establishing their backend on-call process by writing runbooks and submitting ServiceNow requests, and writing the associated integration, developer and developer operations documentation.
• Write and publish internal documentation such as employee onboarding guides, team manuals for Partner Success, Sales and Operations, reference guides and release notes.
• Work with every team in the company to gather information and create new documentation.

Published Documentation

• Simplr Post Launch Playbook
• Welcome to Simplr: The Simplr Chatbot
• Using the Business Insights Tools (User Guide)
• Simplr EngageNow Suite Onboarding Guide
• Installing the Simplr Chatbot Widget
• Simplr Employee Onboarding Guidde
• Simplr Engineering Employee Onboarding Guide
• Simplr Engineering Contractor Onboarding Guide
• Simplr Hiring Manager Onboarding Guide
• Zendesk Integration Guide
• Ticketing System Access Guide
• Running a Historical Analysis Report
• Terraform Integration Guide

Senior Technical Writer [04/2012 to 08/2022]

Enghouse Interactive, Chicago, IL 

• Revised manuals, guides, architectural diagrams and help systems using Adobe FrameMaker, Adobe RoboHelp, Microsoft Visio, and Microsoft Word.
• Wrote and revised release notes for updates and changes to the software.
• Created Help systems and new documentation for new software products yet to be released.
• Managed a documentation set of 90 pdfs and 12 Help systems for two product lines.
• Collaborated with the Research and Development and Customer Support departments to establish documentation needs and timelines for new features and supported integrations.

Published documentation

I managed approximately 80 documents during my duration at Enghouse. Below are the documents I updated frequently.

• Hardware and Software Specifications for CCE Servers and Client Workstations
• Cisco Integration Guide
• Programmer’s Reference Guide
• System Manager Help (web help system)
• Configuration Manager Help (web help system)
• CCE and Third-Party Software Installation Guide
• CCE and Sample Reports Guide

Digital Content Writer [08/2011 to 04/2012]

BeFoundOnline, Chicago, IL

• Researched and published white papers about SEO, content management, and Search Engine Marketing (SEM).
• Wrote optimized job listings for a popular job site.