Experience
Prowess Corp. 2010–present
Technical Writer
Creating technical whitepapers, solution briefs, marketing materials, and other support documentation for a variety of high-tech companies.
Xennsoft Inc. 2008–2010
Senior Technical Writer
Created functional User Interface specifications (including images) for company's signature web-based product.
Designed User Interface requirements and specifications for a client-specific version of the company's signature web-based product.
Designed and wrote API documentation.
Developed PDF-based submittal forms for new-customer solicitation.
Designed and prototyped User Assistance documents for company's signature web-based product.
Equis International / Reuters 2004–2008
Senior Technical Writer
Created online and hardcopy user assistance documents (manuals, online help) for multiple products, some offered in the retail environment, some in the institutional. Institutional products were delivered in both stand-alone and component versions
Developed and recommended standards for usability and assisted with UI design
Developed and maintained a documentation archiving system
Co-ordinated documentation work with offices in several countries
Zions Bancorp 2004
Technical Writer (Contract)
Created / revised multiple core services disaster recovery documents
Idaho Technology Inc. 2004
Technical Writer (Contract)
Produced UI description and requirements documents for company's core product and proposed new product
University of Utah, David Eccles School of Business 2004
Writing Services Consultant
Advised faculty and staff on the implementation of a Writing Enhancement Initiative for the school’s undergraduates. Research involved course identification and determination of appropriateness, interviewing instructors, and producing a summary report and presentation
Novell, Inc. 2001–2003
Technical Writer II / Researcher 2002-2003
Initially hired as a writer, my primary responsibilities quickly shifted to providing product research and support for Novell Netware Linux Services (NNLS) team. As such, while my direct report within the Solutions Creation and Marketing (SCM) group was to my manager, I had very strong dotted-line reports to the NNLS Director and the SCM VP
Within a multi-person team, I was responsible for both market-focused and competition-focused product research, and the creation of support material for Novell Consulting, including websites, white papers, case studies and procedural material. This required being analytical, creative, and self-motivated
Senior Technical Writer (Contract) 2001-2002
Wrote and edited technical white papers and sales case studies. Researched and recommended a Content Management System. Created assorted HTML and other docs on an “as-needed” basis
Westminster University 2003
Adjunct Professor, English
Taught Writing for Business for the Masters in Professional Communication program
Salt Lake Community College 2002
Adjunct Professor, English
Taught two sections of Intermediate Writing (ENGL 2010)
EnterVault, Inc. 2002
Technical Writer (Contract)
Revised and rewrote a user guide, and created an online help system
McKinnon-Mulherin Inc. 2001–2002
Senior Information Designer
Wrote multiple user and reference guides, requirement documents, and proposals
Lead writer for a $145M+ U.S. Department of State RFP bid
Edited multiple product marketing and consultant positioning pieces
Wrote three self-paced on-line training courses for Intel
Created educational graphics and supported a team of writers and educational developers in producing training material to support an automated driver-training vehicle simulator
Onyx Graphics Corp. 1994–2001
Technical Publications Manager
Reduced product delivery cost +40% (by reducing publication costs 57% and shipping costs by 10% per unit) by redesigning the document set
Reduced localization costs by 40% ($35k) and internationalization development/QA time by 50%, while increasing the number of supported languages from 3 to 7
Reduced tech support burden and costs by revising online help. Average call length dropped by over 5 min. and callback rate dropped 60%
Improved corporate presence and image by producing award-winning manuals
Technical Support Manager, Training Manager
Increased corporate revenue by approximately $700k by creating and staffing a full-time Technical Support department, and growing its staff by over 300% in 8 months producing a per-agent revenue stream of $90k during this time
Increased training revenue by 45% ($110k) through developing and presenting an improved customer training program, with over 150 students in 2 years