I bring People and Technology together to help your business succeed!
I have a lot of great samples of my work. Here are a few of my most recent samples. I use a lot of information mapping techniques in my writing, as you’ll see if you review my work:
I’ve worked at Intuit five times over a 10-year period in permanent and contract positons in the following senior-level roles:
- Technical Writer/Instructional Designer for Product Infrastructure (most recently)
- Program Manager for Technical Learning Services
- Instructional Designer for IT
The Hosting Demand Management (HDM) project was a ServiceNow implementation. I worked as an instructional designer, technical writer, backup project manager, and also provided some ServiceNow training. I also set up the tools, provided training, and co-ran the User Acceptance Testing (UAT) sessions prior to go-live using a ServiceNow customized UAT application.
The SharePoint site is the first page of a team site I created to represent who people should speak to if they wanted to engage our team. We provided services for the rest of the platform infrastructure business unit.
- While at Intuit we implemented Asset Management in ServiceNow. The first iteration was complicated but I documented the process by concentrating on what the normal process was and then dealing with the one-offs.
Web Architecture Application (WAP) is a web-based component-based application used by Intuit software developers to build customer-facing applications with shared features. Key reasons to use included faster development time, smoother automation, and brought ownership of components to the business units who sponsored them so developers worked on their own applications and used components for identity, security, and other areas of specialized services. I wrote this hybrid training document (a PowerPoint presentation with more information so it can be used like a manual on a standalone basis).
Genopitx Medical Laboratory, A Novartis Company
While at Genoptix, I developed on online help system using RoboHelp for five different software systems that together comprised their billing (hospital, insurance, and patient private pay), coding, accounts receivable, Medicare, and
collections systems. This was my main responsibility and it was expected that I would take approximately 5 years to develop the documentation to the point that it would be acceptable to Novartis, who acquired Genoptix in early 2011. I completed the work and passed a rigorous post acquisition audit after two years and then worked on special projects like developing coding training and creating call center documentation. They also liked my Visio diagram work so much that I became responsible for leading several process improvement initiatives outside the Revenue department. During that time I reported directly to their VP of Revenue and performed in the following roles:
- Technical Writer
- Instructional Designer
- Business Process Improvement Analyst
I was also personally acknowledged for my work by the woman who started the company and who’s acquisition bonus was given to her 2 years early because of my work.
Navy – 32nd Street Navy Base
Introduction to Technical Writing Facilitator’s Guide
I created a custom course for the Navy with a budget of 40 hours. Because of the small budget, the original course was a hybrid document created in PowerPoint but was more like a regular document in that it contained more information than a traditional PPT presentation so it would be usable as a stand-alone document. After delivering the course, I decided to create a Facilitator’s Guide so I could sell the course and have other facilitators deliver it. I’ve uploaded part of the course here as a sample. It contains the first two sections of PowerPoint slides broken down by objective. The PPT slides are embedded in the document.
Qualcomm Technologies, Inc.
|I worked as a lead technical writer at Qualcomm and project manager and designed several courses as well as the entire concept of QChat University (named for QChat, our push-to-talk technology) and the curriculum being taught.
We had a need to provide documentation to internal customers (one side that was developing their own product) another side working on QChat, external support for Sprint who was licensing the product from us, and then companies that they sold the license to. This required tracking information and offering different levels of access depending on the access groups people were assigned to. Eventually we developed a certification program for Sprint’s support engineers that used the material and training we developed. I was responsible for developing the performance objectives and curriculum for the program.
I used DreamWeaver for the QChat University website, RoboHelp for an Acronyms and Terminology search tool, and Captivate to design the courses. I also led a team of 3 technical writers and two instructional designers to help develop the content.
QChat University contained online courses, FAQs, and other supporting documentation for software engineers to learn and become certified on push-to-talk technology. The certifications were used for outside companies licensed by Sprint, to obtain and use in troubleshooting issues and call center escalation. This is a sample of the early prototype I did of the University. The final version was much more corporate looking but this was the only version I had permission to show.
|Microsoft Manual of Style (online help)
I’ve worked for Microsoft over a number of years as a permanent employee and for approximately 15 contracts in roles ranging from project manager, technical writing manger, to online help developer. During that time, I worked on a lot of deliverables from audiences ranging from Office product end users to developers for the Windows SDK and for MSDN. One of the projects I really enjoyed was an early version of what became the Microsoft Manual of Style. I worked on the internal version 2.0 prior to its release as a product sold through Microsoft Press. I still use this tool today on projects that don’t have their own Manual of Style.