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Work Background
Competency ConsultingProprietor
Jan. 2025
TomTomSenior Technical Writer
Apr. 2021 - Dec. 2023Lebanon, New Hampshire, United StatesCollaborated with cross-functional teams, including software engineers, product managers, and subject matter experts to gather information and analyze documentation and training needs. Wrote easy-to-understand, customer-facing documentation, including help articles, in-app tooltips, and user manual content. Key Responsibilities:
⏵ Developed a strategy for effective tool documentation to promote self-service and efficiency for end-users.
⏵ Wrote and maintained internal process documentation, tool guides, and style guides.
⏵ Coordinated technical documentation and ensured that results were accurate, complete, and followed all style guides and standards.
⏵ Collaborated with project management to ensure that technical documentation was updated in tandem with product releases and reflected all UI changes and new features.
⏵ Planned and managed projects across the full documentation life cycle. Accomplishments:
⏵ Developed a comprehensive onboarding program for new team members, reducing onboarding costs by $100K per year by distilling complex information from a variety of sources into a clear, concise, easy-to-follow curriculum; on average, attendees rated the program 4 out of 5 stars for how well it prepared them for their day-to-day work.
⏵ Spearheaded customized training programs for customers with partner status; student survey results showed that 100% of respondents found the training sessions easy to understand and felt comfortable with all the skills they had been taught.
⏵ Created and delivered software training that resulted in a significant improvement (15 percentage points) in success rates for trained users vs. untrained users.
TomTomTechnical Writer
Apr. 2019 - Mar. 2021Lebanon, NHDeveloped and maintained internal process documentation, tool guides, and style guides. Developed, coordinated, and delivered engaging and effective training programs, both live and in e-learning format, for globally distributed colleagues and customers. Key Responsibilities:
⏵ Wrote, edited, and produced e-learning packages, including graphics, video, and voiceover. ⏵ Hosted live training on a variety of platforms, including Zoom, Microsoft Teams, and GoToTraining. ⏵ Edited and reviewed documentation for functionality, consistency, and adherence to company style guidelines.
TomTomDocumentation & Training Intern
May. 2018 - Apr. 2019Lebanon, NHAccomplishments:
⏵ Created project style guide.
⏵ Migrated technical documentation for map editor from Dreamweaver-designed pages to Confluence.
⏵ Formatted technical documentation in accordance with style guide.
⏵ Collaborated with team members to troubleshoot issues, ensure document consistency, and avoid duplication of work.
San Antonio Public LibraryAdult Services Librarian
Jun. 2005 - Dec. 2016Brook Hollow Branch, 530 Heimer Rd., San Antonio, TX 78232Prioritized and managed informational and research inquiries, requests for reading and audio/visual entertainment suggestions, and technical assistance needs for approximately 300 to 400 customers per week. Key Responsibilities:
⏵ Developed documentation for procedures on remotely accessing commonly requested library databases and online resources.
⏵ Provided a variety of programming options for adults, including book clubs, tabletop gaming programs, crafting events, musical performances, and author appearances
⏵ Served as branch technical liaison, staying abreast of changes in the library’s dynamic technical environment, and providing staff training on hardware and software updates.
⏵ Trained and supervised branch volunteers, approximately 10 to 15 people at any one time, and approximately 50 people overall. The training and procedures that I developed resulted in less paid staff time being spent on simple tasks and increased the efficiency of branch operations such as collection maintenance and weeding. In addition, the branch was less vulnerable to volunteer turnover, as we no longer relied exclusively on one or two volunteers for important tasks. Accomplishments:
⏵ Created technical documentation for integrated library system software; created a more efficient processing of new materials with less staff time spent correcting mistakes and inconsistencies.
⏵ Designed a curriculum for training library staff members in providing readers’ advisory services to the public; combined, the 17 courses offered had 300+ attendees. Nearly 100% of attendees reported increased proficiency and comfort level with performing their duties.
⏵ Developed and presented two 6-week courses on genre fiction for San Antonio’s Academy of Learning in Retirement; attendance totaled more than 60 students.
⏵ Received San Antonio Library Service Award - Outstanding Team for series of programs spearheaded.
Patten Free LibraryCirculation/Technical Services Coordinator
Oct. 2003 - Mar. 200433 Summer Street, Bath, ME 04530⏵ Developed a system for tracking item processing and trained technical services staff on its use. This resulted in fewer mistakes, and increased efficiency for the department.
⏵ Trained circulation staff on the use of Millennium’s Serials Module and the processing procedures for periodicals.
⏵ Supervised 3 library assistants
Goffstown Public LibraryLibrary Assistant/Library Aide
Apr. 2001 - Jul. 20032 High Street, Goffstown, NH 03045⏵ Optimized browsing and organization of cookbooks by reclassifying the entire collection.
⏵ Assisted with adult book selection and collection maintenance.
⏵ Processed new materials, including Dewey Decimal classification.
⏵ Worked daily shifts on the adult and teen collections floor, providing reference and readers’ advisory services to library patron.
⏵ Worked regular shifts on the circulation desk.
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