Learning new technology is extremely important to me.

COMPANY	POSITION HELD	DATES WORKED
Metropolitan Health Plan	(Confidential)	6/2006 - 4/2007
Target Corporation	(Confidential)	4/2004 - 5/2006
Mystic Lake Casino Hotel	(Confidential)	6/1999 - 2/2004
Epicor, Inc	(Confidential)	9/1998 - 2/1999
Dynamic Health Care Technologies	(Confidential)	10/1997 - 9/1998

SCHOOL	MAJOR	YEAR	DEGREE
University of Minnesota	Liberal Arts	2007	Associate Degree

Highlights:

Professional Experience Metropolitan Health Plan - Minneapolis, Minnesota 06/2006 – 4/2007 Technical Writer – Contractor Develop fifteen multi-page user documentation and eleven multi-page procedures. Developed a review, testing and authorization lifecycle process. Supported a software implementation team in change management. Target Corporation – Minneapolis, Minnesota 4/2006 – 5/2006, 4/2004 – 2/2005 Technical Writer – Contractor Supported software implementation teams using UML techniques / supported the development and implementation of new internal service request software for the IT / Finance department which was eventually used by over 50,000 corporate and retail team members / supported a software implementation team used by internal fabric designers and external fabric mills for soft-line and hard-line uses. Developed Sarbanes-Oxley implementation documentation. Mystic Lake Casino Hotel – Prior Lake, Minnesota 6/1999 – 2/2004 Technical Writer Provided first-time direction of all IT documentation supporting all areas of the department. Instrumental in the research, creation and development of all documentation for new software, including the implementation of a multi-million dollar gambling software that is currently used by all departments within the company. Epicor Software Corporation (formally DataWorks) – Golden Valley, Minnesota 9/1998 – 2/1999 Knowledge Engineer Assumed the creation of user content specifications for information contained in a knowledge base for manufacturing companies and documents to aid support in efficient and accurate call resolution. Dynamic Healthcare Technologies – Minnetonka, Minnesota 10/1997 – 9/1998 Technical Writer Directed all aspects of user documentation for clinical laboratory clients. Maintained and created client user manuals, which included development, updating and editing documentation to enhance and correct inconsistencies in instruction / direction. Blue Cross Blue Shield of Minnesota (Comprehensive Care Services) – Eagan, Minnesota 10/1987 – 9/1997 Documentation and Training Specialist Developed and maintained documentation and curriculum (hard copy and online) for eight-week multiple-learner and one-on one claims training processes supporting management, enrollment, claims receiving and customer service team members for a third-party insurance payer.

Companies I like:

Medical technology, Medical software technoclogy, Insurance

P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership

• Technical Writer
• Trainer

Professional Profile Results-driven technical writing, communication and training professional with over 16 years experience. Technical Writing • Exemplary skills in developing and increasing the efficiency of user manuals (Operations, Network and Support) policy and procedure manuals, business recovery and emergency plans, spreadsheets, charts, process and workflow diagrams, quick reference guides, editing reports and white papers for publication. • Strong background and expertise in usability, and implementing environmental-based change management system. • Developed writing standards applying documentation lifecycle and change management within the standards. • Researched and assisted in writing software implementation plan documentation such as design and support plans. • Compared documentation with intranet wireframes making sure the documentation included new changes and updates. • Reported progress of implementation by using pivot tables / charts / and process flow diagrams. • Updated weekly and bi-weekly metrics and documentation using SharePoint and the Intranet. • Edited and researched content for SEI Support Plans to result consistency in all implementation documentation. • Edited and researched content for service descriptions and design specifications and work statements. • Developed and updated a change request process for annual audit appraisal and assessment. • Increased the ease of project reporting and project tracking by standardized documentation. • Reviewed software specifications, screen prints and notes to create or update all client user manuals. • Reviewed and revised online help for readability and accuracy. • Tested the documents for accuracy which included aiding in the QC process. • Managed the distribution of documents / manuals and marketing releases to all external clients. • Directed the enrollment strategic planning committee for the implementation of a new multi-module software system. • Supported and interviewed Project Managers, Business Analysts, Test Analysts, Intranet Developers, Software Engineers, Usability Analysts, Intranet Developers, Programmers, Operation Technicians, Support Technicians, Infrastructure Technicians, Directors, Trainers, Implementation Teams and Managers. Training • Designed, edited and maintained documentation used for training and on-the-job reference such as curriculum, policy and procedure manuals and quick reference guides. • Created instructional and questionnaire testing documentation. • Designed tutorial presentations for an Intranet e-learning experience. • Instrumental in the research, creation and development of training documentation and new-hire orientation manuals. • Created, revised and edited a training database and online help with review assessment and feedback. • Developed training success metrics by what was learned and used on the job. Communications • Developed first-time communication tactics to support company and business strategies. • Researched, wrote and edited content for in-house newsletters, company publications, internal communications, brochures, promotional marketing publications and materials and executive speeches and presentations. • Created and directed the implementation of automated E-mail communication templates to respond to critical system announcements. Achievements • Consistently demonstrated history of achieving goals and objectives. • Effective in assessing and resolving complex technical, operational, organizational and document opportunities increasing productivity and reducing operational costs up to 20%. • Assumed a short four-month deadline challenge to develop an all-company 800-page Y2K Contingency Plan through research, one-on-one and multi-team member discussions and meetings. • Built and managed a first-time on-line manual for quick customer service and operations phone resolutions that reduced the response and resolution time by 50%. • Assisted customer support in call resolution assisting 100 manufacturing customers to resolving software and technical issues. • Develop fifteen multi-page (60 to 235 pages) user and training documentation and eleven multi-page procedures within ten months.