Qualifications

Experienced technical writer for both start-ups and established software providers. Adept at translating complex concepts into simple explanations and easy-to-follow steps for any audience. Designed, wrote, maintained and edited installation, configuration, maintenance, user, XML and API guides as well as embedded help systems. Experienced with white-label branding of documentation and localization for international markets.
Certified software trainer and curriculum development specialist, providing in-house or off-site courses for Global 2000 companies including Pepsi, FedEx, Bresnan Communications, and Northwestern Mutual. Designed and created course materials and visuals. Good customer relations skills that foster confidence and loyalty.
Award-winning journalist and editor with 20 years of professional writing experience, including news, marketing, documentary scripts, Web content and press releases. Published or aired by all major print, television, radio and online publications, including the New York Times, CBS Nightly News, National Public Radio and Salon.com. Former assistant to San Francisco Chronicle Columnist Herb Caen.
Proven team player and problem solver with exceptional organizational abilities. Flexible, adaptable, calm, friendly, diligent, responsible and a quick learner. Work well as a one-person operation for startups or in a team environment for large companies.
Wise and careful manager with experience in building staffs, and establishing departmental policies and procedures.

Computer skills include FrameMaker, RoboHelp, WebWorks and Word for documentation; Paint Shop Pro, Photoshop, SnagIt and other graphics software; HTML, Dreamweaver and HomeSite for Web development; Quark for datasheets, Microsoft Office Suite, UNIX and DOS.

Professional Experience

Merced Systems, Inc., Senior Technical Writer 2007 to Present

Merced is a privately-held enterprise software company that produces performance management applications that companies such as Dell, Sprint and T-Mobile use to measure and reward employee behavior.

Participate in production of technical documentation, including writing, editing and maintaining both print materials and online help systems.
Help establish policies, procedures and style guides for the three-person department.

Scalix Corp., Senior Technical Writer 2006 to 2007

Scalix was a privately-held enterprise software company that produced email systems and servers for the Linux/open source platform.

Created, wrote, edited and maintained all user manuals and online help systems. Those included installation, setup and configuration, administration and API guides as well as end-user online help systems and release notes.
Managed translation of online help systems from English to German.

C-COR, Inc./Alopa Networks, Senior Technical Writer 2003 to 2005

C-COR provides products and services required to build multi-service communications networks around the world. (C-COR acquired Alopa in 2004)

Wrote, edited and/or maintained more than 40 manuals and training presentations spanning eight enterprise software products. These included installation, maintenance, user, API and classroom guides for a suite of broadband, VoIP and home networking products used by major customers such as Time Warner Cable, Comcast Corp. and Bresnan Communications. Significant improvements to documentation during my tenure elicited positive feedback from customers and partners.
Wrote and edited sales and marketing materials such as data sheets, white papers, Web content, RFPs, RFIs and customer presentations that were instrumental in landing contracts worldwide.
Maintained Alopa Website.
Hired and managed occasional contractors to balance workload and deliver specialized projects.

Inktomi Corp., Technical Writer 2002 to 2003

Inktomi was a search and auto-categorization provider, serving 2,500 Web and enterprise customers worldwide. (Acquired by Yahoo and Verity, Inc. in 2003)

Wrote and maintained documentation for a series of auto-classification products.
Developed, delivered and trained sales engineers on a sales demo program that resulted in paid proof-of-concept contracts with Wyeth Pharmaceuticals and Bayer, plus ongoing interest from other potential customers in Europe and the United States. Provided written scripts, PowerPoint visuals, FAQs and competitive selling points.

Quiver, Inc., Director Taxonomy, Training and Documentation 2000 to 2002

Quiver was an auto-categorization software provider, serving large and small enterprises. (Acquired by Inktomi Corp. in 2002)

Planned, wrote and maintained all documentation, ranging from an installation and maintenance guide to an embedded help system and an XML configuration manual.
Created, developed and delivered a revenue-generating training program that served both potential buyers and fully-paid customers. Courses featured full-color training manuals, PowerPoint visuals and hands-on practice. After training, customers reported a deep understanding of, and high success rates with the software.
Formulated taxonomy development and launch methodologies that four Fortune 1000 companies used to integrate directories into company-wide portals. Results served field agents, departmental managers and pharmaceutical researchers.
Managed staff of editors who built vertical Internet directories under the company’s first, Web-based business model.

Salon.com, Content Distribution Editor 1999 to 2000

Salon is a general interest online magazine that broke new ground in the late 1990s as one of the first exclusively Web-based publications.

Set up linking relationships and headline feeds that brought in 25% of the site’s traffic.
Hired and then managed staff for the project.

Reporter and Editor 1983 to 1999

Covered breaking news, wrote features and edited documentary scripts for print, television, radio and online publications. Employers included The Associated Press and San Francisco Chronicle, among others. Coverage won both statewide and local awards.

Education

UC Berkeley Extension, San Francisco, CA, 2001. Coursework in technical documentation, data communications and API documentation.
American Society of Training and Development, San Francisco, CA, 2001. Coursework on training skills and curriculum development.

·               San Francisco State University, San Francisco, CA, 1998. Coursework in online journalism and multimedia studies.

Wesleyan University, Middletown, CT, 1983. BA in Psychology.

Professional Development and Recognitions

· Awards: Recognized by The Associated Press News Executives Council, the Society of Professional Journalists and the California Newspaper Publishers Association for exceptional work.

Professional Associations: Member of the Society for Technical Communication.