You are on page 1of 10

PATTI SHORT 10288 w. 58TH Pl. #89 * Arvada, CO 80004 303.351.2561 * http://sites. SENIOR TECHNICAL WRITER/INSTRUCTIONAL DESIGNER/BUSINESS ANALYST --------------------------------------------------------------Career Overview Technical Writing and Instructional Design * Authored comprehensive and systematic technical documentation to translate inf ormation to a format that clearly explains objectives to readers at all levels o f technical proficiency. Technical documentation includes user's guides, online help systems, interactive CBT tutorials and training manuals for classroom-based training using the ADDIE methodology, release notes, installation and configura tion guides, and implementation guides. * Managed all phases of documentation development that included design through d evelopment and execution. * Developed comprehensive technical documentation for content reuse and translat ion using defined information mapping model and Darwin Information Typing Archit ecture (DITA). * Conducted extensive research and gathered information to efficiently present t opic content and successfully complete projects. * Maintained current internal documentation library using Vasont and Astoria con tent management systems, provided special documentation services as required, an d ensured on-time completion of project while adhering to established guidelines and processes. * Developed company documentation development processes and trained the entire c ompany regarding differences in the types of documents that can be created such as white papers, job aids, and knowledge base articles. * Functioned as internal consultant to all operational areas within the field an d corporate headquarters to ensure accuracy, organization, and availability of a ppropriate policy and procedure documentation. * Supported and provided analytical reviews of new and existing policies, proced ures, and forms to determine issues, such as gaps and risks. * Efficiently evaluated and edited content for logical flow, usability, ethics i n writing, and word choices. Interdepartmental Collaboration | Organizational Management * Worked in partnership with subject matter experts to develop detailed outlines and storyboards for final deliverables as well as system developers and testers to gather information as necessary. * Coordinated with business analysts to create user requirements, businesses pro cesses, and workflows for usability and business needs.

* Developed and maintained relationships with department heads to help ensure op en lines of communication. Technical Acumen * Recognized as innovative, dynamic, and goal-oriented professional with progres sive program and project management expertise in diverse software applications c ombined with proficiency in business analysis. * Demonstrated well-developed ability to present pioneering ideas and solutions, complemented with the capacity to effectively manage the complex program lifecy cle using technology, process, and people foundation. --------------------------------------------------------------Accomplishments * Co-authored "Excel 2010 In Simple Steps" (ISBN: 0-27-373613-2) with Greg Holde n for Prentice-Hall. * Directed the successful completion of US West Communications, AT&T Broadband, Qwest, TeleTech Holdings, Sports Authority, BuilderMT, P2 Energy Solutions, and Covidien initiatives within the specifications, deadline, and budget. * Designed a comprehensive process in documenting company policies and procedure s at Sports Authority. * Led efforts in driving efficient operations, including implementing an online documentation system for help desk professionals, and administered departmental style guides for the documentation team at Qwest Communications. * Thrived in developing a new online support structure for a network storage bus iness solution for ADIC and LSI Logic. * Assumed full responsibility in preparing user guides for software conversion p rojects for the State of Colorado and State of South Dakota. * Created a high-level documentation process, which significantly enhanced user analysis as well as project wrap-up / evaluation processes; provided leadership to associate-level technical writers at TeleTech Holdings, BuilderMT, P2 Energy Solutions, Ericsson, and Covidien. * Efficiently facilitated user analysis to identify needs of the user as well as goals and objectives of deliverables. * Led efforts in defining the business process for identifying and tracking soft ware and documentation defects using ClearQuest at Motorola.

--------------------------------------------------------------Professional Experience The Salkind Agency (Part of Studio B) / McGraw-Hill Freelance Author Present "Operating Systems DeMystified" (ISBN: 0-07-175226-9) Pillar Data Systems * Longmont, CO Technical Writer (Contracted Consultant) March 2010-Present Develop and write command line descriptions for a proprietary command line inter

face (CLI) using Arbortext Editor, Astoria CMS, and the DITA architecture. Inte rface closely with the test team to ensure that the content is clear and concise . Covidien * Boulder, CO Web Content Manager/Technical Writer (Contracted Consultant) Jan 2009-Jan 2010 Interfaced with R&D and other professionals to develop Instructions for Use (IFU s) and user's guides for surgical devices using FrameMaker 8 and the DITA archit ecture. Directly associated with third party colleagues in identifying and respo nding to various XML application and template issues for FrameMaker 8. Authored and implemented department level policies and procedures. Ericsson * Boulder, CO Technical Writer (Contracted Consultant) Aug 2008-Dec2008 Researched and authored technical documentation, including references and user g uides, for the telecommunications infrastructure products using Structured Frame Maker 7, Arbortext Editor, and the DITA architecture. NCI Inc./Karta Technologies * San Antonio, TX Instructional Systems Designer (Part-time Consultant) Apr 2008- Oct2008 Interfaced with experts and professionals in creating detailed outlines and stor yboards for final deliverables; worked with the Training Solutions Team in desig ning web-based and instructor-led training for a telecommunications company base d in United States. LSI Logic * Boulder, CO Technical Writer (Contracted Consultant) Jan 2008-Jul 2008 Offered assistance in developing help systems for storage system product softwar e using JavaHelp, GoLive, Structured FrameMaker 8, Vasont CMS, and ePublisher Pr o. Developed user hardware and software documentation that included operating ma nuals, installation guides, software configuration instructions, and other relat ed help content. P2 Energy Solutions * Denver, CO (Contracted Consultant) Technical Writer Mar 2007-Jan 2008 Designed an intuitive online help system for proprietary software using Robohelp 5x and single sourcing. Developed software documentation that included training guides, user's guides, and installation and configuration guides. Associated wi th system developers and testers in acquiring necessary information in response to user's needs as well as the goals and objectives of deliverables. Managed tw o part-time writers and several part-time reviewers located in Houston. Motorola * Boulder, CO Technical Writer (Contracted Consultant) Dec 2005-Mar 2007 Developed an internal process user guide and training manual for using Rational ClearQuest using FrameMaker 7. Wrote release notes for multiple Public Safety pr oducts and compiled online help files using FrameMaker 7 and WebWorks 8. Interfa ce with system developers, business analysts, testers, and external customers to acquire the necessary information to aid in software deployment and training. BuilderMT * Lakewood, CO (Contracted Consultant) Lead Technical Writer/Instructional Designer Aug 2005-Dec 2005

Developed, designed, and implemented training solutions in web-based, CBT, and i nstructor-led classes using the ADDIE method and the Section 508 compliance requ irements. Authored and implemented the company's documentation processes while a ssuring the achievement of project objectives and deadlines were met as well as the coordination of revisions and updates. Supervised and trained the junior tec hnical writer regarding company and industry standards. Avanade * Denver, CO Technical Writer (Contracted Consultant) Feb 2005-Aug 2005 Developed user's guides and training material (CBT/WBT) for the updated DMV syst em for the State of Colorado using Microsoft Word 2003, WebWorks for Word, and M acromedia Captivate. Interfaced with system developers, business analysts, and t esters to acquire the necessary information for specified deliverables. The Sports Authority * Englewood, CO Documentation Specialist (Contracted Consultant) Jan 2004-Feb 2005 Served as an internal consultant to all functional areas within the field and co rporate headquarters to ensure policies and procedures, and Job Responsibility L ists (JRLs) were accurate and current. Accountable for supporting and providing analytical reviews of new and existing policies and procedures. Built relationsh ips with Department Heads to help ensure open lines of communication. Assist Ins tructional Designers in the development of training materials. First Horizons Merchant Services * Eaglewood, CO Technical Writer (Contracted Consultant) Nov 2003-Dec 2003 Authored, revised, and implemented project documentation such as user's guides, training guides, presentations, and marking support material. Ensured that docum entation meets project plans and deadlines. Designed and created graphic charts and illustrations to support presentations. Acted as direct communicator between development teams and the business community. Assisted with web and marketing s olutions development. ADIC * Englewood, CO Technical Writer/Web Content Developer (Contracted Consultant) Jul 2003-Oct 2003 Designed, developed and implemented online help for storage system product softw are using Dreamweaver MX and Robohelp. Developed hardware and software documenta tion that included operating manuals, installation and configuration guides, mai ntenance guides, and all related online help content. Manheim Auctions * Golden, CO Web Content Manager/Technical Writer (Contracted Consultant) Sept 2002-Jun 2003 Developed and maintained online documentation for the AS/400 auction system usin g Dreamweaver MX. Managed the revisions and maintenance of the intranet sites an d other website data. Teletech Holdings, Inc. * Englewood, CO Senior Technical Writer/Chief Editor (Contracted Consultant) Mar 2002-May 2002 Developed an executive-standard documentation process that involved ISO 9000 sta ndards and methods that included standard templates and a corporate style guide. Advanced documentation processes for the IT Department, including requests for proposals (RFPs), and processes and procedures. Constructed training materials a nd sessions, such as video conferencing and change management processes for comp any wide personnel. Managed and trained two junior technical writers.

South Dakota Department of Transportation * Pierre, SD Web Content Manager/Technical Writer (Contracted Consultant) Oct 2001-Jan 2002 Developed and edited documentation for proprietary software developed for the SD DOT Finance Department, which included processes and procedures for billing DOT customers from federal agencies to private vendors. Developed user's guides, ins tallation and configuration procedures, system administrator guides, and trouble shooting guides. Prior Experience Qwest Communications *Denver, CO Web Content Manager/ Technical Writer/Instructional Designer (Contracted Consult ant) Jan 2001-Sep 2001 AT&T Broadband * Englewood, CO Technical Writer (Contracted Consultant) Sep 2000-Jan 2001 IBM * Boulder, CO Technical Writer/Information Developer (Contracted Consultant) Feb 2000-Aug 2000 American Securities Transfer & Trust, Inc. * Lakewood, CO Technical Writer/System Operations Supervisor/Network Systems Administrator Feb 1999-Feb 2000 State of Colorado * Lakewood, CO Technical Writer/Junior NT Administrator/Tier 2 Help Desk Administrator (Contrac ted Consultant) Jun 1998-Feb 1999 Lucent Technologies * Englewood, CO Technical Writer/Tier 1 Help Desk Administrator (Contracted Consultant) Mar 1998-Jun 1998 U.S. West Wireless * Denver, CO Technical Writer/Junior NT Administrator/Documentation Specialist/ Tier2 Help Desk Administrator (Contracted Consultant) Jun 1997-Mar 1998 --------------------------------------------------------------Education Capella University, Minneapolis, MN Bachelor's Degree in Information Technology, Major in Project Management Denver Technical College, Denver, CO Associate of Applied Science in Computer Network Systems Administration --------------------------------------------------------------Affiliations

Society for Technical Communication IEEE Computer and Communications Societies IEEE Standards Association The eLearning Guild --------------------------------------------------------------Technical Skills Adobe Acrobat (Professional 8 and 9) 8 Expert 2010 Adobe FrameMaker (Structured and Unstructured) 5 Strong 2010 Agile 2 Strong 2010 Arbortext (Epic) Editor 2 Strong 2010 Astoria (Content Management System) 1 Medium 2010 Captivate (formerly RoboDemo) 3 Strong 2008 CorelDraw 4 Strong 2003 Dreamweaver 8 Expert 2008 FileMaker Pro 6 Strong 2003 FreeHand 7

Strong 2006 Illustrator 6 Strong 2010 Lotus Notes 2 Medium 2003 Madcap Flare (beta tester only) .5 Light 2008 Microsoft Access (Database development) 5 Strong 2009 Microsoft Excel (co-authored Excel 2010 in Simple Steps) 11 Strong 2010 Microsoft Outlook (including Outlook 2010) 10 Expert 2010 Microsoft PowerPoint 12 Cert. Expert 2010 Microsoft Project 2 Light 2007 Microsoft Publisher 4 Strong 2005 Microsoft Word (including Word 2010) 12 Cert. Expert 2010 PageMaker 12 Expert 2005 PaintShop Pro 7

Expert 2010 PhotoShop 12 Strong 2005 QuarkXpress 7 Expert 2005 Rational ClearQuest (Subject Matter Expert) 1 Strong 2007 RoboHelp 5 Strong 2009 Sharepoint 5 Strong 2010 SnagIt 7 Expert 2010 Vasont (Content Management System) 1 Strong 2008 Visio 8 Strong 2010 WebEx 4 Strong 2010 WebWorks for FrameMaker (ePublisher Pro) 2 Medium 2008 WebWorks for Word 1 Medium 2006

OPERATING SYSTEMS / ENVIRONMENTS Citrix 2 Medium 2006 Linux 3 Strong 2010 Novell 1 Strong 2003 TSO/RACF (Administrator) 2 Strong 2003 Unix 2 Strong 2010 Windows XP, Vista, Windows 7 9 Expert 2010

LANGUAGES Software Development Lifecycle (SDLC) 11 Strong 2010 XML/SGML/XSLT/DITA 3 Strong 2010 HTML / CSS 9 Expert 2010 VB/VBA (Access/Outlook/Excel) 4 Medium 2010 Javascript 2 Medium 2010

C++ 1 Medium 2001 Flash 1 Light 2007 MISCELLANEOUS ABILITIES Course Development 4 Expert 2010 Business System Analyst 4 Strong 2008 Document Design and Layout 22 Expert 2010 Style Guide Development 7 Expert 2009 Usability Testing 2 Strong 2009 Web Authoring 12 Expert 2010 --------------------------------------------------------------------------------