Technical Writer


Objective



  • To secure a fulfilling position as a Writer that leverages my 10+ years as a Product Analyst and Technical Support Representative at a medical software company, as well as my many years of Retail/Customer Service experience to the fullest.


Skills & Abilities



 




  • Microsoft Office

  • HL7

  • Visio

  • Quality Assurance / Testing

  • WebEx

  • Customer Service

  • Agile Methodologies

  • Management

  • Software Documentation

  • C#

  • Technical Support

  • SQL

  • Customer Service

  • SDLC

  • Requirements Analysis

  • HTML



 


Experience


Atlas Development Corporation 


Product Analyst | May 2010 – October 2015



  • Wrote Functional Specification Documents (FSDs), ranging from 10 to 150 pages, describing how new or modified functionality in the LabWorks software was expected to appear and behave. These documents were used by developers when coding the modifications, by Client Services to better assist clients with their needs, and by Quality Assurance (QA) when developing tests to ensure the functionality worked as expected.

  • Wrote Product Release Notes, used both internally and externally, explaining all of the modifications included in each software release.

  • Contributed to writing and updating three user manuals explaining the functionality of the software for users at the doctor’s office level and at the administrative/technical support level.

  • Presented proposed software changes to Development, QA, and Client Services to verify that the changes matched what was desired and expected by the clients.

  • Assisted Technical Support, Client Services, QA and other departments with technical questions regarding the software functionality.

  • Interacted on a cross-functional basis with Development, Product Management, Client Services and QA teams throughout the SDLC, across the U.S. and offshore.

  • Took courses in HL7, C# and Scrum to broaden my knowledge of elements used in work.


 


Atlas Development Corporation 


Technical Support Lead | December 2008 - May 2010



  • Handled issues for the larger, more critical clients, working to resolve issues with the software, reaching out to development and client services when needed.

  • Interacted with clients via phone, IssueTrak, email, and in person to better understand their issues and needs.

  • Assisted the Technical Support Manager / Supervised and assisted the technical support team.


 


Atlas Development Corporation 


Technical Support Specialist | March 2004 – December 2008



  • Worked to resolve client issues with the software, reaching out to development and client services when needed.

  • Interacted with clients via phone, IssueTrak, email, and in person to better understand their issues and needs.


FISERV FSC


Company Developer | 2001 - March 2004



  • Wrote code for an in-house software to include policy information and rates in the software for individual insurance companies.

  • Worked with QA to resolve coding issues with the software that appeared during testing to ensure that the rate and policy information was coded correctly.


Education


BAchelor 0f Science Degree| 05/31/2006 | UNIVERSITY OF PHOENIX



  • Major: Information Technology

  • Graduated with Honors


University of California – Los angeles



  • Major: English


 


Volunteer Work


Heaven on earth Society for Animals


Adoptions / Sponsorship Team



  • Assist at adoption events - meet the public, discuss the cats, vet the potential adopters to find ideal homes and matches for the cats.

  • Sponsorship writer – wrote monthly letters from the sponsored cat’s perspective to tell the sponsors how the cat was doing and various events occurring at the sanctuary or with the rescue group in general.

  • ID#: 102430
  • Location: Burbank, CA , 91506

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