Joyce Goodman Email & Phone Number

Washington, Dc, Us

Washington Dc-Baltimore Area

Alexandria, Va

Knowledge Manager/Technical Writer supporting the Office of the Chief Information Officer at the National Credit Union Administration - Federal Agency. I am responsible for providing written technical support and communications to NCUA staff.One of the leads responsible for the creation and maintenance of knowledge articles for two knowledge bases, one for varying Tiers of Help Desk support and another for Tier 0 end-user support. Create and deliver project driven instructions, knowledge articles, tips, FAQs, and communications. Responsible for working with multiple stakeholders to develop and deliver enterprise-wide communications.

Herndon, Va

• Collaborated with business and technology stakeholders across multiple departments to elicit requirements and develop, document, and manage data collected, utilizing Agile methodologies• Supported Technical Product Owners on strategic projects to research, define, clarify, document, and revise complex technical documentation, including SOPs, functional requirements, design documentation, user guides, training manuals, tutorials, and procedures• Obtained data from independent observation, subject matter experts, and study of published materials• Ensured documents met editorial and customer specification standards for quality, format, accuracy, and style, and that the currency of the documentation kept pace with hardware and software releases• Led technical design and document reviews with cross-functional team to understand requests, identify processes and issue resolutions, enabling focus on development• Audited Commercial Voice user management databases in multi-tool merge, reducing user access issues during later releases• Provided leadership, technical expertise, and spoke on behalf of the client, advancing project activities and driving problem resolution• Built and maintained constructive working relationships, implemented proactive and concise communication, and engaged with team in collaborative thinking and problem solving, resulting in robust support and training documents for successful launch Awards:- ValYou Award (January 2014). Nominated by project peer for teamwork in taking over documentation of the Functional Requirements, Support, and Job Guide documentation for new internal Customer Relationship Mobile app.- Mission & Values Performance Award (Q4 2012). Nominated by a peer for the insight gained through my research and documentation of new internal knowledge management tool.

Herndon, Virginia

• Led or worked with teams to design, develop, and create user interface, wireframes, graphics, and web-based content for internal and external customer support websites and knowledge base, resulting a reduction in call volume, call time, and support cost• Audited, edited, and created knowledge base and support documentation including promotions, user guides, and how-to tutorials, educating the customer on products and services• Designed online sales user interface and marketing graphics to align with platform strategy, increasing sales close rate and enhancing user experience• Partnered with product teams to create wireframes, user interface, and graphics for abuse tracking, legal policies, and security websites, promoting customer safety and company’s legal compliance• Worked with team members, creating dynamic collaborative environment as well as being resourceful in efforts towards reaching personal, team, and company goals, all with an eye to detail and dedicated follow through• Developed and facilitated productive partnerships and provided leadership, working with internal stakeholders and teams to collect insight, provide guidance, pursue unique low-cost solutions to issues, and manage expectations, enabling the best websites and customer support content possible

Herndon, Va

• Designed, developed, documented and managed user experience interface for public and internal portals, web sites, and applications, reducing customer contact costs for both Residential and Commercial services• Developed and deployed web-based support content and how-to training for new products, services, hardware, and software, driving customers to low-cost self-support• Provided leadership as Division Liaison, providing guidance, while pursuing solutions to issues, training and managing Division expectations• Facilitated productive partnerships with external vendors, leading to initial launch of the corporate website• Created dynamic collaborative environment, interacting with internal process owners and external stakeholders, displaying resourcefulness towards goals, and exhibiting attention to detail and excellent follow through

Herndon, Va

• Documented, coordinated and developed user interface, graphics, and content for multiple support portals and e-care applications, driving customers to web-based support and reducing customer support costs• Researched, developed, and revised web-based training and customer support content for products/services and hardware/software, including FAQs, tutorials and knowledge base, maximizing customer experience• Monitored web site bug reports and customer feedback, implementing or initiating issue resolutionsAward:- Spot bonus award (2001). Manager awarded for initiative in graphics development to educate and drive customers to needed support