Harbor Homes is a non-profit that provides supportive services to low-income, homeless, and disabled people in New Hampshire.• Monitors ticket system and responds to user issues• Updates database to ensure data quality• Creates reports and verifies information• Trains end-users to use the HMIS software

TEMPOE provides a no credit lease option to consumers who do not qualify for traditional financing to obtain furniture, appliance, and electronic merchandise.• Writes and edits policies, operating procedures (SOPs), and business requirements documentation.• Collaborates with multiple teams to ensure that processes are easy to follow.• Writes user guides to train the Marketing and Retail teams to use the Salesforce CRM.• Rewrites complex processes and work flows so they can be understood by Call Center personnel.• Tests product instructions against development specifications to ensure they are accurate.• Designs Visio flowcharts, PowerPoint presentations, and other visuals to explain technical features.• Works in an Agile environment with SMEs and Project Managers and adds value to all projects.

The NH Homeless Management Information System (NH-HMIS) is a local information technology system that is used to collect client-level data that allows agencies to share information to serve the needs of adults, children, and Veterans who are homeless or are at risk of homelessness. • Writes HMIS documentation in compliance with the HUD standards to ensure that the homeless and Veterans programs in New Hampshire will continue to be funded by the federal government.• Customized training materials and created PowerPoint presentations for ServicePoint software upgrade and created a 300-page binder of documents that was used to train over 80 End Users and Agency Administrators. • Redesigned all HUD Annual Performance Report (APR), Emergency Shelter and Supportive Services for Veteran Families (SSVF) forms that shelters, domestic violence, and emergency programs use to intake and exit clients throughout the state.• Wrote a User Guide that provides step-by-step instructions for running the APR in the Advanced Reporting Tool (ART).• Updated the HMIS ticket process and the Policies and Procedures documentation that is used by the three Continua of Care (CoCs). • Writes the quarterly HMIS Happenings newsletter that informs the Agencies in NH about updates, projects, training and other important HMIS information.

• Wrote web content, conducted search engine and analytics research, used social media to market businesses, interviewed clients to collect information, and updated websites using HTML code and WordPress.• Managed several projects using CRM to collaborate, schedule, track new clients, and complete tasks. • Created marketing materials to promote businesses through emails and Constant Contact.

• For a small business that partners with non-profits, managed social media, provided exposure using online sales, and created web content for their website.• For a local library, redesigned the website to make it easier for the library staff to update, using the content management system (CMS) Joomla, as part of a remote, volunteer Scrum team.

Choridant’s risk management software enables businesses in banking, credit card and financial services, and telecommunications to reconcile customer accounts.• Produced an Installation and Deployment Guide, Decision Manager Logic Manual, and Technical Reference Guide for a programming audience using FrameMaker, SnagIt, Visio, and wiki pages.• Worked closely with the engineering staff on-site and in India using the Agile Scrum development process.• Tested applications, reviewed javadoc, and maintained files in Subversion (SVN).• Conducted remote usability testing and analyzed results.

Researched, formatted, and wrote content and keywords to optimize client websites. Wrote descriptions of products, provided customer service, bought and managed sales inventory.Wrote manuals to teach novice users use of the internet and email (Outlook).

Cornerstone’s products allow programmers to develop client/server and network applications for online transaction processing (OLTP). • As sole technical writer, worked with four development groups, wrote, edited, tested, and maintained product documentation used in developing applications on various platforms/protocols (Windows, OS/2, UNIX Solaris, Linux, HP, and TCP/IP).• Wrote an online User’s Manual for an object-oriented product that allows users to web-enable their existing HP NonStopTM applications using RoboHelp.• Created a documentation set (Installation, API Programming, and Error Messages manuals) for client/server software for NonStopTM systems using FrameMaker as a single-source authoring tool (hardcopy and on-line).• Rewrote 300-page Lease Accounting User’s Manual for an asset management system and enterprise financial application using the MS Word Collaboration Tool and master pages in order to facilitate updates, notes, and information between team members. Tested the software and captured over 200 screen images.• Produced a documentation set (Installation, Stored Procedures, and API Programming manuals) for an ODBC product that enables access and connectivity to SQL and ENSCRIBE databases.• Managed all documentation projects, wrote documentation plans, weekly status reports, coordinated technical review cycles, reviewed functional specifications, and produced release notes.• Designed templates to ensure that documentation conformed to corporate styles and branding.

Perimeter created software for the telecommunications and telephony industry.• Documented Configuration and Installation User manuals for a real-time, UNIX-based, networked Force Management System for call centers. • Visited customer sites to train, observe, and discuss operational procedures with call center personnel.

As a writer for this high-end newspaper publishing company, wrote documentation for a front-end advertisement display system.

As a writer in the VMS and Ultrix development groups, wrote Installation, Mail, Kernel Messages, and Debugger manuals; release notes; and online documentation

As a programmer for this producer of software for the Navy, designed and documented software applications. Authored documents which were developed in accordance with government specifications. Position required Secret security clearance.