technical writer associate resume example with 12+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Experienced Learning and Development professional with 10 years of experience in training delivery, instructional design & interactive content creation, global mandatory training campaigns, LMS administration and learning project management

  • Detailed Oriented
  • Coaching and gamification experience
  • Change management
  • File/records maintenance
  • Training and development
  • Quick learner
  • Creative Problem Solving
  • Project Management
  • Results-oriented
  • Client-focused
  • Computer proficient
  • Customer Service
  • Technical support
  • Experience
    11/2015 to Current Technical Writer Associate Cardiovascular Systems Inc | Morristown, NJ,
  • Onsite process gap assessments for LATAM countries (Peru, Ecuador, Argentina, Chile) to measure the impact of the project Atlas migrations. Identified gaps were assigned an impact level and assisted the Atlas Change Management team with solution proposals.
  • Global Solution Design for Project Atlas. Held meetings with Application developers and Business Owners to design the Process Maps and Process Narratives to define end to end processes. 
  • Prepared technical architecture proposals for enhancements and integration of existing third party software systems (Oracle systems used for Project Atlas) starting December 2016. 
  • Managed all project and strategic planning to complete all SOPs. Proof read the documents created by the entire Atlas training team  team (6 Technical Writing resources)  to meet the go live date on  Oct 2016.
  • Maximized productivity with delivery of onsite training for business users to resolve the first mass price update of the EWS clients migrated to project Atlas. Trained and provided support for Ops resource and temporary resources and report the results of the creation of orders for approx 5000 affected customers.
  • Maximized productivity with delivery of onsite training for business users to design the migration plans for USIS Business unit migration to project Atlas.
  • Wrote and updated online and hard copy training manuals on various software packages that were used within the company as part of the migration for Project Atlas.
  • Routinely reviewed training materials and course details to ensure that important updates were included within a reasonable time frame and inform the affected teams.
  • Support the RPA project by working as a business analyst for project Atlas. Provided business owners and project owners with reports to support the effectiveness of the RPA. Trained the RPA developers in all Atlas processes and helped to support each new deployment
  • Support the Business F&A team to take over the RPA support tasks and validate the transition was completed successfully. 
  • Designed effective courses with understandable concepts that were also informative and entertaining. Used Camtasia 9. 0 to create interactive Demos to be used for future project Atlas training sessions.
  • Train New technical writer associates on Process Mapping, Process Narrative Documentation and  Gap Analysis.
  • Support the design and material creation of the  2018 Customer Service Initiative
  • Create motivational initiatives for the training team (birthdays and holiday celebrations)
  • Back Up for Alejandra Sanchez Training Manager.

  • 01/2012 to 11/2015 Training Specialist Nestle International | Chicago, IL,
  • Enter to the Company in January 16th 2012.
  • I was hired as a BDCS technical support representative for BlackBerry.
  • Was promoted to Trainer on September 2012 for the Consumer Services Support (tablets and smartphones).
  • Social Media Trainer for BlackBerry LATAM Support, provided cultural awareness to twitter agents to make sure the support requests were addressed appropriately.
  • Supported operations as Quality Assurance specialist and Trainer for the last quarter of 2014.
  • Evaluated client processes, employee performance and training progress to determine additional training needs.
  • Developed and maintained effective frameworks, standards and requirements.
  • Provided feedback on individual actions, behaviors and verbal responses.
  • Developed and implemented interesting and interactive learning mediums to increase student understanding of course materials. Developed a monthly evaluation and refreshments training to obtain a higher QA score and improve the customer service experience.
  • 02/2009 to 09/2009 Customer Service Associate Extra Space Storage | Colorado Springs, CO,
  • Working with all the customer's after the system was shipped and delivered to the customer.
  • Also sell spear parts needed and provide any information regarding the warranty or products for Alienware computers.
  • Performed in-depth research to answer more complex questions.
  • Guaranteed positive customer experiences and resolved all customer complaints.
  • Assisted customers with store and product complaints.
  • Confirmed that appropriate changes were made to resolve customers' problems.
  • 10/2007 to 10/2008 Customer Service Representative First Financial Corporation Indiana | Farmersburg, IN,
  • Dispatching cases to Field Engineers and updates the customers with the engineer information and scheduled appointment for repairs.

  • Education and Training
    Expected in to to High School Diploma | Christian High School (C.H.S), San José, GPA:
    Expected in to to Bachelor Degree | , , GPA:

    Advertising and Graphic Design at Universidad e la Ciencias y el Arte. (not finished). 

    Expected in 2008 to to | Talent Management UNED, , GPA:

    Coaching Techniques

    Expected in 2017 to to Incompany | Leadership Development ADEN, , Heredia GPA:

    SSC Leadership development program:

  • Cadena De Valor Y Trabajo Colaborativo
  • Trabajo En Equipo Para La Consecucion De Resultados (Coldwar)
  • Liderando El Desarrollo: Empowerment Y Delegación
  • Herramientas Comunicacionales Para El Manejo De Las Relaciones Laborales
  • Expected in to to SAFe SPE certification | Scaled Agile SAFe, , GPA:

    SAFe SPE Practitioner Certification

    Expected in 2017 to to In compnay | Equifax SSC, , GPA:

    Project Management Basics

    Expected in 2018 to to Train the Trainer | ADEN, , GPA:

    Professional Training:  Formador de Formadores

    Expected in to to | Business Management Hackett Group, , GPA:

    Professional Development on Global Business Services

    Expected in to to Customer Service 5.0 | Business Intelligence , , GPA:

    Attend Customer Service Seminar with John Tschohl 

    Expected in to to Articulate 360 | Technical Writing Equifax, , GPA:

    Completed professional development in Articulate 360

    Activities and Honors

     3 Best of the Best Operations Recognition.

    Recognition from Rick Smith former Equifax CEO for the Atlas Go live support

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    Resume Overview

    School Attended

    • Christian High School (C.H.S)
    • UNED
    • ADEN
    • SAFe
    • Equifax SSC
    • ADEN
    • Hackett Group
    • Equifax

    Job Titles Held:

    • Technical Writer Associate
    • Training Specialist
    • Customer Service Associate
    • Customer Service Representative


    • High School Diploma
    • Bachelor Degree
    • Incompany
    • SAFe SPE certification
    • In compnay
    • Train the Trainer
    • Customer Service 5.0
    • Articulate 360

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