Brocade Communications Systems, Inc. 2012–present
- Documented networking hardware and operating systems using FrameMaker, DITA, and an XML content management system.
Attensity, Inc. 2011–2012
- Designed and created user assistance and API documents for company's signature web-based product.
GPI, Inc. 2011–2012
- Revised and produced translated help files.
Solera Networks. 2011
- Produced installation, administrator, and end-user documents for company's flagship hardware/software product..
212 Resources, LLC. 2011
- Created policy and procedure documents for OSHA safety certifications and other uses.
Xennsoft Inc. 2010
Designed and created User Assistance documents for company's signature web-based product.
Zions Bancorp 2004
Created/revised multiple core services disaster recovery documents.
Idaho Technology Inc. 2004
Produced user interface description and requirements documents for company's core product and proposed new product
University of Utah, David Eccles School of Business 2004
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. 2001–2002
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.
EnterVault, Inc. 2002
Revised and rewrote user guides and created an online help system.
Experience — Direct hire
Prowess Corp. 2010
Created 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.
Novell, Inc. 2002–2003
Technical Writer II / Researcher
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.
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.
Prior to 1994 available on request.
Companies include Autodesk Inc., Frame Technology Inc., and Oracle Corp.
Experience — Teaching
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).