Freelance Technical Writer & Help Desk Freelancer

Location:New Albany, Indiana, United States
2 Skills

I have 20 years of experience in the Information Technology field including Technical Writer, Global Helpdesk Sr Analyst, Software Testing Analyst, SharePoint Administrator, Document Control Specialist and Corporate Trainer.


Technical Writer, Norgren, Inc. (Pneumatic Controls), Louisville, May 2012 – August 2012 (3-month contract)

• Edit, write, standardize, research, and authenticate policies and procedures, training manuals, work instructions and standards, process flows, signage, handbooks, and supporting documentation for new distribution warehouse
• Edit and aesthetically improve documents; Recommend new designs, layouts, and procedures; Integrated photographs, flow charts, screenshots, and diagrams into documentation as visual aids
• Consult with engineers, process owners, logistics managers and employees to learn processes and procedures in order to map business processes
• Documentation Control, including versioning, user check-in/check-out procedures within SharePoint
• Schedule forklift, safety, first-aid and CPR trainings
• Assisting Cisco Administrators, remotely, with all IP Telephony physical connections (60); including configuring MAC addresses, phone pools, networking, corporate messaging and conducting employee Cisco IP Telephony trainings
• Installation of printers, shared drives, set-up of new laptops and any IT assistance
• SharePoint Administration for Louisville Warehouse; Maintain Louisville’s Intranet site; Update all online documentation
• Schedule meetings, flights, accommodations, catering, vehicles for all traveling to and from Louisville
• Proficient with Microsoft Office 2007, as well as Visio
• Provide all software training

Application/Document Specialist, Quality Leadership Service – Vehicle Operations, Ford Motor Company, Louisville, August 2007-May 2011

• Create and update all technical documentation including Help Files, User Guides (software and hardware), Release Notes, Training Manuals, Procedure manuals, Service Manuals, and System Manuals for Ford’s Plant Floor Applications Users, Plant IT and Vendors
• Create "from-scratch" documentation using screen-shots and step-by-step instruction for end-users to Corporate Training; Perform Quality Assurance testing on documents with peer reviews for verification
• Review and analyze/interpret common technical documents, reports, and user guides
• Maintain two core proprietary software application websites using HTML and SharePoint
• Maintain and configure Ford’s Global RFID hand-held computer scanning devices
• Performed Quality Assurance software testing; Worked closely with product owners, developers, business users and database administrators to develop testing scenarios based on business requirements; Scrutinized existing applications in search for bugs and potential areas of improvement; Communicated IT enhancements via Release Notes
• Package and distribute new QLS-VO executables globally
• Software procurement and licensure
• Stand-Up Training of QLS-VO Plant IT Administrators from all Ford plants in week-long training classes
• Provide technical support for the 38 QLS-VO Servers
• Perform Network Admin duties including Permissions, Security, Remote Access, support of hardware and software
• Solid written and verbal communication skills; Able to communicate with Management, Plant IT, end-users effectively
• Software: QLS-VO software (proprietary), SharePoint, Remote Desktop, Microsoft Office 2007, Beyond Compare, Intermec SmartSystems, ODBC Data Source Administrator, Microsoft ActiveSync, Windows Mobile CE, Windows XP, NetMeeting, WebEx, PVCS, PocketDOS, Windows CE.
• Organizational Development: Successfully trained 150+ Ford QLS-VO Administrators; Organized training schedules, travel,
documentation, system manuals, visual aids, presentations, quizzes, computer-based virtual production laboratories and learning website via SharePoint; Evaluate students’ labs, tests and knowledge of the software and its implementation and configuration in individual plants globally; Train on implementation of QLS-VO’s 16 languages and their configurations in individual plants (some multi-lingual)

Technical Analyst, Humana, Louisville December 2006 – January 2007 (2-month contract)
• Provided third level day-to-day support of licensed software
• Installed, configured and tested software packages
• Integrated software packages into the Humana environment
• Wrote all installation documentation for both end-users and IT Staff
• Tested and scheduled maintenance of software package
• Software: Lotus Notes, Windows 2000/20003 Server, VMWare Remote Control

Senior Analyst, Global Technology Operations Center, Mercer Human Resources Consulting., Louisville September 2001 – September 2006
• Responded to initial inquiries from users received via phone hot-line
• Recognized, researched, isolated and implemented steps to resolve user issues
• Escalated issues to appropriate Tier III support teams via Remedy ticketing software
• Acquired advanced knowledge of computer hardware, software, operating systems, network operating systems, LAN/WAN and Mainframe
• Managed setups and changes for user access on Active Directory, Novell, Notes, and other systems
• Provided Blackberry executive support
• Supported Remote Access administration
• Documented procedures and resolutions in IT Knowledge Base
• Acted as Global Project Leader for Marsh & McLennan's Peer Review System
• Software: Remote access - Mercer/Marsh VPN, RSA Administration/tokens, MCI Access Management, UUNet, PAL, MCI Info One Administration; Remote Control Software - PC Anywhere, Dameware, VNC, MS Remote Access, NetMeeting, SMS Admin Console, Terminal Services; Microsoft - Extensive knowledge of MS Office Suite, DOS, Internet Explorer, Outlook, SMS, Windows NT, Windows XP, Lotus Notes 6.x, Remedy, MeetingPlace, Peoplesoft, Oracle Financial systems, Mercer/Marsh Intranet, Acrobat family, McAfee, Symantec, Cisco Systems IP Telephony and BMC Server

Computer Systems/Technical Analyst (Help Desk), GE, Appliance Park, Louisville August 1999-August 2001
• Provided Technical Support for 10,000 end-users employed by General Electric Worldwide
• Supported Windows 3.1, 95, 98, NT 4.0, Novell, Cisco system administration; NT/Novell account creation, desktop/network printer management
• Managed remote access, password and network connectivity issues

Software Tester/Quality Assurance, Aperture Credentialing, Louisville May 1996-August 1999
• Reviewed, analyzed and identified modifications to programming systems including testing, debugging and installing to support the company’s application systems
• Consulted with users to identify current operating procedures and clarify program objectives
• Evaluated business requirements and prepared detailed system specifications and flowcharts from which programs will be developed
• Wrote documentation to describe program development, logic, coding and corrections
• Wrote manual for end-users to describe installation and operating procedures
• Coordinated system installation/upgrades with the user department, ensuring satisfactory results


Sacred Heart Academy – 1986-1990 - College Preparatory - Graduated: Diploma 1990

University of Louisville – 1990-1996 - Major: Criminal Justice/Psychology - GPA: 3.0

New Horizons Computer Learning Center – 2006
HTML Certificate
Skills (2) Rating
Technical Writing
Help Desk