robyn@alumni.cmu.edu PROFILE Adaptable technical writer and trainer with 9 years of experience in technical and marketing communications. Superior written and oral communication skills, with great attention to detail and accuracy. Aptitude for learning new technologies and information quickly. Proven ability to develop different formats and types of documents for a wide range of readers by collaborating with development teams and end users. Exceptional project planning ability. Thorough knowledge of accessibility (Section 508 or ADA) guidelines for information technology. EDUCATION Carnegie Mellon University, Pittsburgh, PA, May 1997 Bachelor of Humanities and Arts in Professional Writing and Performance Studies Graduated with College and University Honors, 3.7 GPA Inducted as a member of the Phi Beta Kappa Society Wrote Macintosh Microsoft Excel 5.0 course textbook, published by McGraw-Hill COMPUTER SKILLS Operating Systems: Microsoft Windows, Macintosh OS X Languages: HTML, SGML, XML Software: Adobe Acrobat, Adobe FrameMaker (structured and non-structured), Adobe PageMaker, Adobe Photoshop CS2, Coffee Cup HTML Editor, Coffee Cup Visual Site Designer, Corel Paint Shop Pro, iLife, iWorks, LifeTimez, Microsoft Excel, Microsoft HTML Help Workshop, Microsoft PowerPoint, Microsoft Word, Quicken, RoboHelp, WebWorks Publisher, photo-organization and Internet software CORPORATE EXPERIENCE SENIOR TECHNICAL WRITER Avanquest North America Inc. Pleasanton, CA February 2008–present Collaborate with development and marketing to create a new data recovery product and associated documentation. Convert existing written material into Adobe FrameMaker from Microsoft Word, HTML, Adobe InDesign, and Quark formats. Document retail products, including a computer assisted drawing home design product and personal creativity software. SENIOR TECHNICAL WRITER Oracle Corporation Documentation Tools Nashua, NH & Redwood Shores, CA July 1999–January 2005 Planned, wrote, and maintained a 1,500-page documentation set about Adobe FrameMaker, SGML and XML documentation templates, XHTML creation, Adobe Acrobat and PDF creation, and document archiving and releasing processes. Answered an average of 70 support questions per month about these topics. Converted over 13,000 pages of unstructured FrameMaker documents to structured, SGML- or XML-enabled FrameMaker documents. Created and presented training for the SGML and XML Templates Suites. Developed style and procedural guidelines to ensure accessibility of technical publications to satisfy Section 508 (also called ADA) requirements. Performed thorough quality analysis on documents from across departments to ensure they met strict production and publication standards. Acted as webmaster for team intranet site, including ensuring accessibility compliance. Part of a group that developed internal tools and standards for over 100 technical writers across corporate divisions. TECHNICAL WRITER Oracle eTravel Waltham, MA October 1998–July 1999 Pioneered the documentation effort at a small start-up. Created documentation strategies for multiple releases of a web-based self-service travel application. Wrote online and print documentation for system administrators, travel managers, and travelers. These included online help and error messages. Collaborated with product managers, engineers, and customer service representatives to analyze audiences and ensure document quality. Wrote internal style guide. TECHNICAL WRITER Microsoft Corporation MSN Hotmail Sunnyvale, CA March 1998–September 1998 Created, revised, updated, and edited all Hotmail documentation for end users, system administrators, and developers, including context-sensitive online help. Worked across departments to produce procedural documentation and 100 support auto-response messages. Partnered with the User Interface team to create content for weekly releases of Hotmail. Revised the Hotmail web site, including the company’s media kit. TECHNICAL WRITER Netscape Communications Corporation Mountain View, CA July 1997–January 1998 Developed help topics and UNIX installation notes. Revised installation guides for Communicator Dial Up products. Monitored customer newsgroups to ensure that documentation met customer needs. Answered customer queries on these newsgroups. Assisted in designing and administering a documentation usability study. NON-PROFIT EXPERIENCE FREELANCE PUBLICATIONS DESIGNER January 2005–Present Created the template for the Homeless Animals Lifeline Organization (H.A.L.O.) volunteer newsletter. Wrote the first volunteer newsletter for the group. Created the MOMS Club of Antioch chapter display for the International MOMS Club Regional Luncheon in Portland, OR. MARKETING COMMUNICATIONS DESIGNER Nashua Theatre Guild Nashua, NH June 2003–August 2004 Created all collateral, including advertising sell sheets, mock programs, flyers, informational brochure, and business cards, resulting in higher market penetration and better box-office results. Designed new logo for a 40-year old community theatre group. Designed advertisements for promotional sales and posters for several productions. PROGRAM BOOK DESIGNER Nashua Theatre Guild Nashua, NH July 1999–April 2004 Designed new template for playbills that would suit all productions. Communicated with directors and producers to ensure accurate content. Created and enhanced advertisements using publishing and illustration software. RECORDING SECRETARY Board of Directors Nashua Theatre Guild Nashua, NH June 2001–June 2003 Recorded minutes at Nashua Theatre Guild Board of Directors meetings. Chaired a four-person committee to update group bylaws. Chaired a three-person committee to write an instructional document for directors new to the group.

robyn@alumni.cmu.edu

PROFILE

Adaptable technical writer and trainer with 9 years of experience in technical and marketing communications. Superior written and oral communication skills, with great attention to detail and accuracy. Aptitude for learning new technologies and information quickly. Proven ability to develop different formats and types of documents for a wide range of readers by collaborating with development teams and end users. Exceptional project planning ability. Thorough knowledge of accessibility (Section 508 or ADA) guidelines for information technology.

EDUCATION

Carnegie Mellon University, Pittsburgh, PA, May 1997

Bachelor of Humanities and Arts in Professional Writing and Performance Studies

• Graduated with College and University Honors, 3.7 GPA
• Inducted as a member of the Phi Beta Kappa Society
• Wrote Macintosh Microsoft Excel 5.0 course textbook, published by McGraw-Hill

COMPUTER SKILLS

Operating Systems: Microsoft Windows, Macintosh OS X

Languages: HTML, SGML, XML

Software: Adobe Acrobat, Adobe FrameMaker (structured and non-structured), Adobe PageMaker, Adobe Photoshop CS2, Coffee Cup HTML Editor, Coffee Cup Visual Site Designer, Corel Paint Shop Pro, iLife, iWorks, LifeTimez, Microsoft Excel, Microsoft HTML Help Workshop, Microsoft PowerPoint, Microsoft Word, Quicken, RoboHelp, WebWorks Publisher, photo-organization and Internet software

CORPORATE EXPERIENCE

SENIOR TECHNICAL WRITER

Avanquest North America Inc.

Pleasanton, CA

February 2008–present

• Collaborate with development and marketing to create a new data recovery product and associated documentation.
• Convert existing written material into Adobe FrameMaker from Microsoft Word, HTML, Adobe InDesign, and Quark formats.
• Document retail products, including a computer assisted drawing home design product and personal creativity software.

SENIOR TECHNICAL WRITER

Oracle Corporation

Documentation Tools

Nashua, NH & Redwood Shores, CA

July 1999–January 2005

• Planned, wrote, and maintained a 1,500-page documentation set about Adobe FrameMaker, SGML and XML documentation templates, XHTML creation, Adobe Acrobat and PDF creation, and document archiving and releasing processes.
• Answered an average of 70 support questions per month about these topics.
• Converted over 13,000 pages of unstructured FrameMaker documents to structured, SGML- or XML-enabled FrameMaker documents.
• Created and presented training for the SGML and XML Templates Suites.
• Developed style and procedural guidelines to ensure accessibility of technical publications to satisfy Section 508 (also called ADA) requirements.
• Performed thorough quality analysis on documents from across departments to ensure they met strict production and publication standards.
• Acted as webmaster for team intranet site, including ensuring accessibility compliance.
• Part of a group that developed internal tools and standards for over 100 technical writers across corporate divisions.

TECHNICAL WRITER

Oracle eTravel

Waltham, MA

October 1998–July 1999

• Pioneered the documentation effort at a small start-up.
• Created documentation strategies for multiple releases of a web-based self-service travel application.
• Wrote online and print documentation for system administrators, travel managers, and travelers. These included online help and error messages.
• Collaborated with product managers, engineers, and customer service representatives to analyze audiences and ensure document quality.
• Wrote internal style guide.

TECHNICAL WRITER

Microsoft Corporation

MSN Hotmail

Sunnyvale, CA

March 1998–September 1998

• Created, revised, updated, and edited all Hotmail documentation for end users, system administrators, and developers, including context-sensitive online help.
• Worked across departments to produce procedural documentation and 100 support auto-response messages.
• Partnered with the User Interface team to create content for weekly releases of Hotmail.
• Revised the Hotmail web site, including the company’s media kit.

TECHNICAL WRITER

Netscape Communications Corporation

Mountain View, CA

July 1997–January 1998

• Developed help topics and UNIX installation notes.
• Revised installation guides for Communicator Dial Up products.
• Monitored customer newsgroups to ensure that documentation met customer needs. Answered customer queries on these newsgroups.
• Assisted in designing and administering a documentation usability study.

NON-PROFIT EXPERIENCE

FREELANCE PUBLICATIONS DESIGNER

January 2005–Present

• Created the template for the Homeless Animals Lifeline Organization (H.A.L.O.) volunteer newsletter. Wrote the first volunteer newsletter for the group.
• Created the MOMS Club of Antioch chapter display for the International MOMS Club Regional Luncheon in Portland, OR.

MARKETING COMMUNICATIONS DESIGNER

Nashua Theatre Guild

Nashua, NH

June 2003–August 2004

• Created all collateral, including advertising sell sheets, mock programs, flyers, informational brochure, and business cards, resulting in higher market penetration and better box-office results.
• Designed new logo for a 40-year old community theatre group.
• Designed advertisements for promotional sales and posters for several productions.

PROGRAM BOOK DESIGNER

Nashua Theatre Guild

Nashua, NH

July 1999–April 2004

• Designed new template for playbills that would suit all productions.
• Communicated with directors and producers to ensure accurate content.
• Created and enhanced advertisements using publishing and illustration software.

RECORDING SECRETARY

Board of Directors

Nashua Theatre Guild

Nashua, NH

June 2001–June 2003

• Recorded minutes at Nashua Theatre Guild Board of Directors meetings.
• Chaired a four-person committee to update group bylaws.
• Chaired a three-person committee to write an instructional document for directors new to the group.

Information Management

Kudos

Miscellaneous

Robyn’s Work