OVERVIEW
Seasoned writing professional with more than twenty years of experience in corporate communication. Experienced supervisor, trainer and project manager. B.A. in writing and certificate in teaching licensure.

TECHNICAL SKILLS
Adobe and Office application suites including Visio and SharePoint. Articulate Storyline, Atlassian Confluence, Camtasia, RoboHelp Office, Salesforce.com, ServiceDesk Plus, ServiceNow, and Snagit. Knowledgeable in HTML, CSS and JavaScript.

PROFESSIONAL EXPERIENCE

Technical Writer / Virginia Department of Motor Vehicles / Richmond, Virginia / 2017 – present

  • Designed and developed policy and procedure documents in response to departmental security audits
  • Successfully implemented the department’s first technical knowledge base for internal support personnel
  • Revitalized a neglected documentation and training suite for a flagship product

Technical Writer / Individor / Richmond, Virginia / 2016 – 2017

  • Took responsibility for all technical writing deliverables in the IT Global Delivery department
  • Established policies for composition, categorization, storage and life cycle of knowledge base articles
  • Designed and maintained the IT training repository in SharePoint

Technical Writer / Estes Express Lines / Richmond, Virginia / 2013 – 2016

  • Designed and administered the IT department’s wiki communications systems
  • Captured documentation for several complex applications with an audience of thousands
  • Established a fledgling technical writing department through the creation of team policies and standard

Web Content Manager and Editor / Capital One / Richmond, Virginia / 2012 – 2013

  • Authored procedural and conceptual materials for a customer service audience
  • Collaborated closely with subject matter experts to appropriately explain sensitive legal topics
  • Gained mastery of a robust custom content management system

Technical Writer / SunTrust Banks / Richmond, Virginia / 2012

  • Composed process documentation and designed process flows for a corporate management audience

Technical Writer / Media General / Richmond, Virginia / 2010 – 2012

  • Led effort to create learning tools for employees to gain proficiency with enterprise-critical applications
  • Assumed product owner responsibilities during the planning and design of new development initiatives
  • Trained new employees on enterprise-critical applications

Technical Writer / Avalon / Springfield, Virginia / 2009 – 2010

  • Prepared design documents and system specifications for the U.S. federal government

Teacher and Webmaster / Henrico Public Schools / Richmond, Virginia / 2008 – 2009

  • Planned, directed, and assessed the daily education of over 20 students in a general education setting
  • Maintained the school’s website; oversaw wiki development across grade cohort
  • Presided over the class with the school’s highest standardized test scores in end-of-year testing

Technical Communications Coordinator / Varied / MYOB / 1994 – 2007

  • Founded the company’s technical writing department, which eventually grew to over 20 employees
  • Developed writing standards and a style guide for the entire enterprise
  • Produced award-winning learning tools for software products used by audiences around the globe
  • Held key decision-making roles on project management teams in the systems development lifecycle