Julia Ward Email & Phone Number

Rochester, Ny

As a contractor and then (since Jan 2005) as an employee, assessed and reliably completed overlapping projects for companies including all the long-term clients below.Also increased engagement with the business (secondary role between client projects) by creating infographics and four covers for the owner’s books in Photoshop as well as an interactive sample of one book in Storyline.

• Reduced the time required for updates by reusing content across PDF and HTML outputs. Used single-source publishing in a Flare project with > 900 topics about software in Agile development.• Condensed online help and user guides, reorganizing and revising to lower page count > 1/3.• Increased employee participation in a training course with an introduction video in Camtasia.• Illustrated software developers’ work for managers with diagrams about data flow.• Ensured quality translations by establishing standards, reviewing, and providing feedback.

• Optimized content organization and reuse in a Salesforce knowledgebase. Distinguished common how-to steps from unique troubleshooting, and led the creation of articles and graphics to fill gaps.• Delivered dozens of new and revised service and user publications in structured FrameMaker.• Ensured accuracy through validation of procedures and management of technical reviews.• Simplified onboarding by explaining processes and standards in a 125-page guide in Word, five infographics in Photoshop, an introduction video in Camtasia, and a template for estimates in Excel.

• Improved clarity and consistency by editing ~ 90 publications in Microsoft Office apps and Acrobat.

• Increased support agents’ speed at resolving customer issues, by streamlining navigation in a Salesforce knowledgebase with > 5,000 troubleshooting, FAQ, and policy articles. Defined requirements and merged input from several systems, adapting it to new audiences and content types.• Simplified the use and maintenance of repair procedures. Reduced their number by almost half, by reorganizing Word files into HTML articles with one starting page that branched out logically. Improved the efficiency of processes by raising questions about inconsistencies among regions.• Standardized processes for content creation, wrote a style guide, and edited other writers’ work.• Eliminated the need for translation by using a 1,120-word controlled vocabulary and collaborating with illustrators to create and update dozens of service publications in structured FrameMaker.• Customized user and reference guides for major retail customers.• Shared knowledge with call-center agents and service personnel through training modules.

• Introduced first versions of two 250-page operator manuals for pharmaceutical devices. Evaluated needs to accommodate new and advanced users, interviewed SMEs, proposed and authored dozens of new procedures, and validated all steps. Created a template in Word and then updated to InDesign.• Adapted engineering documents into training presentations for the call center. Restructured text and edited 28 corresponding videos, wrote scripts, and recorded narration.• Modernized > 75 legacy publications including setup, installation, and user guides. Customized templates in Office apps, updated content, and edited for uniformity.