Miranda Bennett Email & Phone Number

Atlanta, Georgia, United States

• Developed high-quality, user-facing documentation for Banner on-premise and cloud products in DITA by using Oxygen XML Editor and GitHub source control. • Worked closely with the Banner Student Scrum team writer and Subject Matter Expert (SME) to drive 2 product releases.• Quickly mastered Ellucian tools and processes to contribute to 3 critical conversion projects, transferring legacy documentation to DITA and reducing backlog.

Atlanta, Georgia, United States

• Navigated product management across 3 companies: IBM (contracted Altran), Altran (acquired by Capgemini), and Capgemini, continuing to support the IBM Spectrum Protect product. • Delivered high-quality, timely product documentation, overcoming disruptions to the technical communications team and increases in workload while assisting with onboarding and supporting new hires.• Promoted to the role of editor following a 6-month editing workgroup course to tackle a growing workload due to new writers, writing duties, and product rollouts.

Atlanta, Georgia, United States

• Took charge of the IBM Spectrum Protect Retention Enterprise Scrum team through self-directed study of the product, team tools, and processes to build a solid foundation for supporting the team. - Designed, developed, and published user-facing documentation for the IBM Spectrum Protect product, applying design thinking principles for a powerful user experience and guaranteed client success. - Ensured top-quality, accessible IBM Spectrum Protect product documentation for a global audience while addressing customer feedback on documentation and participating in the internal content management group. • Worked with Agile Scrum teams on product and documentation requirements, aligning documents with IBM standards and methodologies, such as DITA, progressive disclosure, and IBM style guidance. • Wrote user guides, user interface text, and online help that was easy to use, easy to understand, and appropriate for intended audiences and user personas.• Played a key role in troubleshooting and resolving build issues for team members as a dedicated assistant for the ID team’s Product Content DevOps Support person.

Atlanta, Georgia, United States

• Joined the IBM QRadar client support organization in a newly created project management role and contributed to multiple projects to improve the team’s Net Promoter Score (NPS). - Achieved a 40-point increase in the NPS through enhancement projects and processes, including transitioning to an Agile support model, migrating to the Salesforce CRM tool, and adopting new work processes. - Provided project and operational management for an organization of ~300 members that handled client support for QRadar, Resilient, i2, and legacy Infrastructure product lines. - Drove a headcount ramp-up and onboarding project to rapidly increase the organization’s engineering staff by ~18% to meet workload demands. - Restructured and consolidated organizational wikis using a task-oriented approach to align processes and policies across the geographies and project teams while also improving content discoverability.• Boosted efficiency through keen organizational improvements across communications, reporting, and maintenance strategies and processes. - Defined a communication strategy and adopted regular reporting cadences on activities organization-wide, providing timely information, streamlining operations, and regularly highlighting team accomplishments. - Established routine maintenance for pre-approval requests, required training progress, and updates to spoken languages reporting. - Promoted client self-assistance by partnering with a team member to roll out the Knowledge-Centered Service (KCS) methodology. - Maintained technical and organizational communication through tools and accounts, including Box, Trello, wikis, blogs, and Lotus Notes email distribution lists, as well as Salesforce and Medallia. - Strengthened executive communication by editing organizational and executive-level documents and presentations and capturing and tracking items assigned by senior management.

Atlanta, Georgia, United States

• Oversaw critical projects and operations, including a multimillion-dollar integration with Flexera Software, export compliance for 800 employees, and management of Product Security Incident Response Team (PSIRT) activities. - Directed a successful integration, better supporting customer needs for licensing, product downloads, security content delivery, and federally-required export checks. - Enabled the Atlanta site to pass 2 export compliance inspections and reduced the Infrastructure PSIRT backlog. • Supported peer projects, such as assisting in the Federal Certification (NIAP & FIPS) project for Infrastructure products and providing support on the QRadar Watson Advisor App client beta.

Atlanta, Georgia, United States

• Joined the IBM team following the acquisition of Internet Security Systems and quickly learned and collaborated with the writing team in adopting IBM tools, processes, and standards.• Developed context-sensitive help with DITA for multiple IBM products, including Security SiteProtector and Security Network Protection XGS.• Furthered product development globalization by reviewing user interface text and messages and wrote supporting documentation, such as technical articles, release notes, and beta-specific instructions. • Supported multiple scrum teams within 3 months of transitioning from Waterfall methodology to an Agile enterprise environment.

Atlanta, Georgia, United States

• Created, maintained, and distributed user documentation including user guides, help files, release notes, marketing collateral, company newsletters, and press releases.• Wrote copy for all client-facing communications including software prompts, alerts, warnings, and context-sensitive help.• Identified and addressed informational needs of internal and external clients.• Established and maintained organization-specific writing standards and style guides.• Performed light copy editing for various company documents and communications.

Rockdale County, Georgia, United States

• Trained contractors, engineers, architects, and Acuity Brands employees to use Visual Lighting Software Basic Edition, Professional Edition, and Roadway Light Tool.• Developed online training videos for Visual Lighting Software.• Supported clients directly over the phone and indirectly with how-to articles for common lighting design issues.• Created and distributed a monthly newsletter.• Maintained user manuals and help files.

Fulton County, Georgia, United States

• Updated manuals for a major client, a manufacturer of credit card processing equipment.• Performed various editing tasks.

Coffee County, Georgia, United States

• Reported on local news, contributing multiple front page stories, and wrote business and feature articles.• Assisted with pagination of the newspaper using QuarkXpress and created client advertisements using Multi-Ad Creator.

Bachelor Of Science, Technical And Professional Communication

Activities and Societies: Editor-in-Chief of the campus newspaper, The Sting, and Secretary of the Resident Housing AssociationQuality.

Associate Of Science, Criminal Justice

Activities and Societies: Editor-in-Chief of the campus newspaper, The South Georgian