Christopher Billman Email & Phone Number

Montreal, Quebec, Canada

Montreal, Quebec, Canada

Produce, update, maintain, organize and publish all technical product documentation in both online and printed formats. Work directly with SMEs, management, marketing, customers and other stakeholders to create high quality, focused and easy to comprehend help content to ensure that clients are able to get answers to their questions when and where they need it, without relying on customer support. Manage the translation effort for the in-app captions and messaging for all supported languages.Work with engineers during feature development to ensure captions and other in-app language is clear, concise and helpful.Responsible for spearheading the migration of all help documentation from Word/PDF to the single sourcing content tool, Madcap Flare.

I was responsible for elevating the visibility of the culture, work, and achievements in the Shanghai office to other offices around the globe after the merger with CSR. This involved created regular newsletter articles, blog posts, product marketing materials, press releases, all while still managing the Quality Management/Technical Writing teams that I had been leading in previous posts.

Managed the creation of our SharePoint Intranet website, gathered requirements, worked with offices around the world and successfully deployed the system.Worked with a subcontractor to develop a document download center website where customers could access our customer documentation.Grew the Technical Writing department to be capable of handling several hundred customer documents a year.

Developed many engineering and quality processes used in the organization's project development.Monitored all software development projects to ensure that engineers followed appropriate processes and quality standards were followed.Setup the initial technical writing department, created templates for all customer documents and published the first customer documents in the organization.Assisted in setting up the Quality Management System and document control systems that ultimately led to a successful ISO 90001 initial registration.

Managed 15-20 adult students daily. Assessed the needs of students and created individual study plans. Developed custom curriculum based on the changing needs of the students.

Instrumental in the creation and implementation of the quality assurance department. Administered defect-tracking software for over 10,000 defects. Authored end-user release notes for each new software version. Responsible for migrating customer systems to the latest software release. Planned and developed over 1,000 test cases utilizing ad hoc and automated testing methods.Handled the customer and industry research for eRep version 2.0. Documented customer change requests, business rules, functional specifications, and test cases. Ensured proper implementation of business rules.Managed customer accounts for several Fortune 500 customers. Troubleshoot, research, diagnose, document, and resolve technical issues regarding our custom ERP software. Remotely managed customer’s servers and workstations. Maintained a portfolio of more than 300 end-users.

Worked on-site to resolve telecommunication issues for customers. Provided training for remote and on-site end-users. Managed private contractors upgrading the telecommunication facilities of the school. Administered a PBX for over 3000 customers.

Mandarin

Bs, Management Information Systems

Graduated with a Technical Writing Option