Alan Williams Email & Phone Number

Doraville, Georgia, United States

Atlanta, Georgia, United States

Greater Atlanta Area

• Engaged to write process and training documentation for Synchrony’s transition from an IBM 390 mainframe to a cloud-based loan origination system.
• Wrote documentation covering the features and functionality of the new system and why the change is occurring and how it impacts different groups in the organization
• Deliverables include documentation on the user interface, Q/A testing, process documents, and quick reference guides, all easily read by users, both technical and non-technical

Atlanta Metropolitan Area

• Engaged to develop and write job guides for a conversion to Oracle E-Business from SAP and JD Edwards.
• Created quick start job guides for 450 users converting from SAP and JD Edwards, vastly improving their productivity
• Improved test scripts of new functionality for quicker verification

Alpharetta, Georgia, United States

• Engaged again to write manuals for latest release of the Bridger financial compliance software.
• Created XML DITA user manuals for new release of Bridger Insight XG financial compliance software
• Working with QA, tested the accuracy of the new documentation

Alpharetta, Georgia, United States

• Engaged to write document set for large insurance companies querying motor vehicle databases via XML.
• Wrote simplified documentation for XML-querying of 50 state and Canadian provincial motor vehicle databases, giving customers greater access and faster results

Charlotte, North Carolina, United States

• Hired to create technical documentation department and to write documentation for new customers of SAP’s SuccessFactors. Wrote test scripts for user acceptance testing.
• Improved test scripts for User Acceptance Testing, greatly reducing the time required to verify a new system
• Expanded the role of the technical writer to the requirements gathering phase with clients, reducing the time for writing documentation and greatly increasing the accuracy of the delivered product
• Created single use content repository and procedures for its use, reducing the amount of redundancy in documentation

Atlanta Metropolitan Area

• Hired for my DITA XML expertise write updates for MasterCard client and to write onscreen help for clients in the payment card industry.
• Collaborated with clients to develop on-screen user help
• Edited white papers, improving their content and clarity

Alpharetta, Georgia, United States

• Hired for my technical expertise to transform 1500 page FrameMaker manual set into XML DITA files.
• Transformed manuals written in FrameMaker into XML DITA for use in a single-source content management system
• Wrote Afaria 7.x manuals, slashing the the total size by 40% in a structured writing environment for 5000+ SAP customers worldwide
• Wrote major release update of RemoteWare software documentation set, reducing its size and increasing its readability

Atlanta Metropolitan Area

• Systems Admin, Cox Communications; Atlanta, GA — August 1997-January 2009Promoted to Systems Administrator of three Remedy tracking systemsWorked with developers to design Java-based diagnostic log rotation system to.
• Created Knowledge Base articles for 1000 users, based on incidents logged into the system, increasing frontline support’s first call resolution rate
• Worked with dev teams to integrate single-sign on, improving security and the overall user experience
• Ran training classes, expanding user’s knowledge and training them on best ITIL practicesHelpdesk Supervisor, Cox Communications; Atlanta, GA — October 1998-July 2000Promoted to manage daily operations of 12 person IT.
• Managed the IT Helpdesk, directing daily work assignments and ensuring coverage during major outages; Helpdesk took calls from 5000 internal users nationwide
• Improved reporting for Atlanta IT groups, 300 users, resulting in first call resolution increasing from 74% to 93%Helpdesk Analyst, Cox Communications; Atlanta, GA — August 1997-October 1998Hired to work internal IT.

Technical And Scientific Communication

Classes in Tech Comm Dean’s List

Bachelor Of Science - Bs, History And Politcal Science