Technical Writer

Posted on: 2008-10-02

[email protected] 508 Maple Avenue, Glenside, PA 19038 609-352-0210 SUSAN SCHNITZER RESUME WORK HISTORY 2003-Present Comcast Enterprise Technology Mount Laurel, NJ Technical Writer • Software Development Engineering Team / Comcast Enterprise Technology Division, providing High Speed Data, Digital Voice and Video Services primarily working with the Bedrock Provisioning System ß User Guides - High Speed Data and Digital Voice Software Installation Instructions for execution by Operations Engineering Team. ß Operations Manuals – Operational Readiness Documentation Set (Bedrock Project). ß Troubleshooting Guides - Bedrock Wily Monitoring Platform User and Troubleshooting Guides. ß Software / Hardware Documentation - Enterasys Dragon Software High Level Design Document Set ß Training Materials – New Hire Documentation. ß Video and Audio Scripts – Troubleshooting Training via PowerPoint Presentations w/ embedded visio diagrams, embedded flash and audio files. ß Datasheets, Spec Sheets - Change Requests, Software Releases, Software Defects, Lab Diagrams. ß Policies and Procedures Documentation – Team Level and Company Wide. ß Multimedia Presentations – Governance Training Module (Microsoft PowerPoint, Adobe Presenter, Adobe Captivate) ß Instructional Documentation – Governance Training Module, How To Documentation for Software Development. ß Document Management - Website administrator for Comcast Intranet and Stellent Documentation Repositories. ß Methods and Procedures Documentation – BEA Weblogic Set for broad audience of both Comcast NOCs. 2001-2003 Comcast I.P. Services Cherry Hill, NJ Operations Administrative Coordinator • Directly supported team of four Operations Directors and Vice President Operations. • Provided administrative support for over 100 Operations employees in the IP Services Group including event planning, finance tracking and reporting, employee procedure notification and status report formatting and consolidation. • Technical Writer for Operations New Employee Orientation Training Manual. 1998-2001 Credit Card Center Philadelphia, PA District Operations Training Manager Graphic Designer / Art Director Technical Writer • Technical Writer for Administrative Training Manual used companywide to train all Sales Managers and Administrators. • Technical Writer for spreadsheets for reporting sales trends, targets and forecasts. • Technical Writer for customized contracts and proposals to fit various service and marketing programs. • Art Director for branding, used for all company promotions including trucks, signs, letterhead, business cards, apparel, marketing materials and digital advertising screens on 18,000 ATM machines nationally and internationally. • Graphic Designer for sales presentations, full-color marketing materials including promotional flyers and all sales forms for use by 1000 national and international field managers and account executives. • District Operations Training Manager - Created Developed, revised and reinforced internal procedures for sales reporting and commissions recording. • Edited, calculated and compiled sales contest results, field management expenses and sales expenses. • Managed group of 10 telemarketers in the corporate office setting. • Trainer: Supervised and traveled to meet with 12 sales administrators and their telemarketing managers in field sales offices across the United States. WORK HISTORY – PUBLISHING 1990-1991 J.B. Lippincott Company Philadelphia, PA Medical Illustrator Medical Illustrator for The Brummer Suddarth Textbook of Medical Surgical Nursing, various chapters covering nursing procedures. 1989-1990 Current Science Medical Journal Publishing Company Philadelphia, PA Medical Illustrator Staff Medical Illustrator for eight bimonthly medical journals in varying specialty areas including oncology, ophthalmology, rheumatology, cellular biology, orthopedics, neurology. Interfaced directly with physicians and editors to create teaching documentation for the medical community. 1989 Hospital of the University of Pennsylvania Philadelphia, PA Medical Illustrator Freelance Medical Illustrator for orthopedic surgical procedure requiring direct interface with surgical staff to photograph and distill information into learning tool for student physicians. EDUCATION 1984-88 Moore College of Design Medical / Scientific Illustration BACHELOR OF FINE ARTS DEGREE 1992-93 Temple University Biological Sciences, Human Anatomy, Chemistry SKILLS & CONTINUING EDUCATION SKILLS Operating Systems Windows Mac OS X Unix - Solaris 10 Business Applications Microsoft Office Professional Rational Clearquest Suite Remedy Presentation & Graphics Applications Adobe Photoshop Adobe Presenter Adobe Captivate Microsoft PowerPoint Microsoft Visio CONTINUING EDUCATION Technical Cable Television Overview Solaris Fundamentals HTML Fundamentals Multi-Product Bundling Business Applications QuickBooks Visio Basic Advanced PowerPoint Technical Writing Level 2 Business Writing Adobe Captivate Modular Documentation AWARDS Comcast Certificate of Recognition Successful Launch of Bedrock Comcast Star Award Successful BEA 9.2 Upgrade Comcast Certificate of Recognition 5 Years of Service PROFESSIONAL MEMBERSHIPS Society of Technical Communicators (STC) 2007 – Present Women in Cable Television (WICT) 2001-2004