Professional Accomplishments
Help and Training
- Review and edit knowledge base articles to support the Mozilla Firefox web browser which is used by millions of people worldwide.
- Reduced the need for on-site training by designing an extensive help system, including Flash animations, quick reference cards, hands on activities scripts and links to external resources, including a SharePoint site and wiki articles.
- Designed a SharePoint site, including an interactive message board, calendars, document repositories and weekly blog.
- Authored 10 computer based training modules, utilizing knowledge gained by interviewing scientific and technical subject matter experts.
- Wrote and edited safety manuals to help construction and logging companies reduce accidents and workers compensation costs.
- Wrote help articles for online office software used by independent insurance agents across the United States.
- Wrote Help Desk training manual and solution scripts and reviewed solution scripts written by Help Desk staff for inclusion in a global support database.
Communication
- Created PowerPoint presentations to inform users of new software features, using screen captures, photos and clip art to make presentations engaging and informative.
- Designed advertisements for display on plasma screens at 7 corporate sites, reaching a global audience of more 10,000 employees.
- Utilized broadcasting experience and voice training to record voiceovers for computer based training modules, saving the cost of hiring outside professional voice talent.
- Authored weekly software support blog posts read by a global audience of more than 3,000 pharmaceutical research scientists.
- Wrote and distributed announcements regarding software releases and outages via email, SharePoint site, and global support calendars.
- Won Illinois News Broadcasters Association “Best Downstate Newscast” award for coverage of the largest cocaine seizure in Illinois State Police history.
- Anchored newscasts, talk shows and election coverage, interviewing state, local and national newsmakers.
- Wrote email newsletters alerting subscribers to sales and discounts at participating retailers.
Business Analysis
- Interviewed technical and scientific subject matter experts to document software requirements and see requirements through to testing and implementation.
- Documented requirements and defects in SourceForge, establishing deadlines and assigning them to appropriate developers for resolution.
- Wrote use cases to guide development and documentation of software features.
- Acted as point of contact for more than 3,000 developers, scientists and support staff worldwide.
- Wrote user acceptance test scripts to be executed by global business leaders.
Customer Service
- Handled more than 300 inbound customer service calls per week from performance improvement award program participants.
- Processed more than 100 requests weekly for disability benefits under the Family and Medical Leave Act.
