- Supported transition of all business operations to new hardware and software- Trained managers and staff on new software- Documented new department and company-wide processes and procedures- Resolved problems sometimes working with the Network Administrator and CSI or Micros technical support- Maintained reliable database operations and developed backup policy

- Defined a help process that reduced costs fifty percent- Developed an information test plan that improved documentation quality and reduced testing overhead- Proposed and implemented new technologies that decreased costs and improved customer satisfaction- Tracked key dates, size estimates, defects, and status for multiple concurrent projects- Authored API references, user guides, online help, tutorials, white papers, and support web pages for database administrators, systems analysts, and software engineers- Interviewed software architects and engineers to develop documentation plans- Responded to customer input and questions from beta calls, trade shows, forums, and e-mail- Edited the work of other writers- Lead more than 20 writers for a multi-site project- Taught and practiced ISO 9000 compliance standards