Denise Panepinto Email & Phone Number

Tampa, Fl, Us

I serve as the sole Technical Writer committed to delivering customer-facing and internal documentation for a variety of software products, knowledge bases, and Sales deliverables, such as proposals and SOWs. As a proponent of equality, diversity, and inclusion I proudly serve on the employee Employee Resource Groups (ERG): ABLE, OPEN, and Elevate. Some key achievements in this role include:• Develop a consistent documentation template set for all client-facing documentation. • Design and implement ServiceNow knowledge bases for internal teams so technicians can focus on the job at hand rather than researching issues and resolutions. • Identify usability and functionality issues while testing Symphony, ServiceNow, and Salesforce and collaborate with Developers to remedy issues. This reduces customer calls and tickets after the product is in production, reducing customer maintenance costs. • Provided training for internal employees on the roll out of the Salesforce ecommerce platform.

Coppell, Tx, Us

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New York, Ny, Us

As part of the Global Documentation team, I simplified complex information into easy to understand policies, procedures, and reference articles for an enterprise audience published to a knowledge base. Management of the knowledge base requires consistency of content, ongoing evaluation of articles, archiving outdated information., and frequent HTML coding in the Oracle documentation tool. I conducted quality reviews on all content, ensuring standards are adhered to while meeting strict deadlines by following a Kanban approach. Some key achievements in this role include:•Recipient of the Blue Box Award for going above and beyond my job duties to assist with several high-profile projects. •Selected to serve on the Inaugural team to increase employee morale and develop recognition programs for associates and contractors.

Tampa, Florida, Us

Position ended due to budget cuts required by Company investors. I set the standard for new customer-driven documentation for a suite of Safety Data Sheet (SDS) authoring and management software products in a Startup environment. After I created a consistent documentation plan I created and maintained all user documentation in coordination with an offshore development team. I created internal documents, process flows, and standard operating procedures (SOPs). I assisted in raising awareness of social media campaigns on a daily basis. Skills utilized in this position include: • I collaborated with a team of non-native English speaking developers in a different time zone to gain complex understanding of product features and functionality to develop clear and concise end-user documentation.

Hartford, Connecticut, Us

I championed recommendations to the Chief Operating Officer and assist the team's Director in implementing an all-inclusive company-wide Technical Writing team and program. I assisted with hiring new Technical Writers and then trained and mentored all new and existing Tech Writers on documentation Best Practices, CareCentrix standards, and day to day operations.In collaboration with the Training team, I facilitated User Experience testing for all new business processes and procedures prior to implementation, which yielded 100% success rate for all processes at implementation. Drove continuous process improvement of each Business Unit’s business practices to ensure Lean processes. Conceptualized, tested, and launched a new company intranet site to deliver all employee processes, procedures, and supporting documentation. Elected to the Voice of the Employee team by upper management for a 1 year term to manage and execute strategic business initiatives aimed at creating an employee-centric culture.Key achievements in this role include:•Spearheaded a restructuring to consolidate all Technical Writers into one team with a consistent Writer's guide, Style set, documentation templates, and shared workload. •Drove process improvement for the organization by creating a consistent set of processes and procedures to be followed by all employees in each Business Unit in 4 geographical locations. This increased productivity and reduced the new hire training period by 50%.•Developed and launched a Documentation Request program. This resulted in 100% work capacity for all writers and increased productivity since incomplete requests were not assigned.

Seffner, Fl, Us

• Created a formal set of documentation which details all policies and procedures for the Ecommerce division while utilizing Confluence wiki spaces and pages as the central repository for all documentation. • Trained employees on how to use Confluence to collaborate and document the Division's business needs.

Clearwater, Fl, Us

Always remain results driven and focused on the needs of the team to keep the Professional Services Department moving forward. • Assigned and managed internal and external resources for all customer-driven projects and escalated service tickets to ensure utilization and budget goals are met. • Acted as internal and external point of contact for resource booking, conflict resolution, and development of solutions in support of business goals and customer satisfaction.• Developed and managed the Vology Partnership Program by vetting and on-boarding new vendors to outsource project-based work to.• Managed the Confluence Governance Board to oversee internal wiki used by multiple departments.• Created and facilitated individualized training and certification programs for 40 department employees.• Developed online content for the Vology website. While the job role changed regularly, one thing always remained the same - provide World Class customer service, both internally and externally, at great speed while achieving above average results.

Ba, English, Journalism, Education, Communications

Diploma, College Prep