Fiona Maher Email & Phone Number

Melbourne, Vic, Au

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Continuous improvement of product related process operations, HubSpot administrator, and responsible for all customer facing collateral.

Melbourne, Australia

Responsible for writing user guides for an SaaS corporate credit card management system offered by banking institutions to corporate customers. Role entails building single source authoring framework with Madcap Flare, version management of published documents, and tailoring each set of guides to individual implementations and configurations.

Box Hill, Victoria, Australia

Responsible for writing and maintaining all customer facing documentation. Role included detailed analysis and investigation of complex automated credit decisioning products, a comprehensive reporting product and corresponding integrations. Documents written include functional specs, all levels of user guides, sales documentation, technical guides, config requirement forms and SOW template.Worked closely with the product manager and maintained relationships with SMEs across the business.

Melbourne, Australia

- Researched, established and maintained operational documentation; including knowledge base articles, instruction manuals, processes & procedures, company policies and end to end process charts.- Collaborated with management, product owners, project managers/scrum masters and developers.- Produced and delivered product training.- Data mapping of operational data.- Cost benefit analysis.- Customer support for web app users.

Melbourne, Australia

- Established product testing infrastructure.- Produced and maintained test cases and related internal and external testing documentation.- Functional testing of mobile and web apps.- Management of test cycles and temporary test analysts.- Defect management.

Bundoora

Test Lead - coordinated all rounds of testing, defect management, and updated test cases.Technical Writer - wrote and maintained software product help, internal help desk wiki, internal processes and procedures, functional test cases and software application training material.Trainer - prepared and delivered training of annual upgrade to groups of 20+ trainees annually.Help Desk - software product support by phone and email.Specific projects - consult, research and document all VIC ACAS Teams workflow processes, data audits and subsequent extensive reporting.Coordinated and chaired bi-monthly user group meetings consisting of 20 - 30 ACAS representatives from across Victoria. This included mediating discussions and facilitate the prioritisation of feature requests to be included in annual upgrade of ACAS product.Development support - produce user interface forms and corresponding pdf output.

Melbourne

Sales SupportProduced regular sales reports from raw data using extensive spreadsheet manipulationAssisted with tendersResolved client billing issuesDelivered internal software training

Melbourne

Coordinated telecommunication work requests from simple purchases to complex mini projects, including researching, quoting and managing resources through to submitting billing requests.

Dublin

Functional user profile testing on an SAP ISU project.

Chertsey Uk

UK contact for change control requestsResponsible for overseeing operations of the change control management systemUK Technical Resource CoordinatorProduced process and procedure documentation

Malmo, Sweden

Produced online helpUpdated styling of existing documentation for pharmaceutical client

Wellington Nz

Produced user manuals for a software development house.Maintained a derivative reference guide for a New York Merchant bank in print and online format.Assisted with functional testing.

City & Guilds Certificate In Technical Communication

Train The Trainer

Education record