Sharon Dahm Email and Phone Number

Capture and interpret requirements, and produce actionable recommendations through design, content and information access.Includes:● Project documentation (requirements and usability assessment, test scripts, status reports, road maps and dashboards).● Process workflows to scope framework data flow and procedures to support the software and product development.● User education (user experience analysis, DITA structured user materials and documentation, site development, presentations, training and instruction programs, web help development).● Marketing (social media program development, infographics and content, collateral and newsletters to assist roll out, internal collaboration/external engagement sites).Contracted work:● Chromalloy > Aviation maintenance, overhaul and repair record migration.● Bobsobs.com > Infographic icon creation.● Regency Senior Club > Social Media and activity development.● Tucson Electric Power > Compliance activities to support audit validation.● Citadel LLC > User manual documentation for proprietary financial software.● Aramark > Web migration project documentation, including requirement gathering, use cases, test scripts, release notes and end user support for a hospital facilitation application.● Baxter > UAT project documentation for a new supply chain application, in a SharePoint platform.● Abbott > Assisted with company documentation separation and SharePoint design.● Riverside Insights> Web Help development.● UBS > UX Service Delivery.● Northwestern Medical Central DuPage Hospital > Disaster Recovery and procedural documentation for the Data Center.● Perfect Bath Solutions > Social media program development.● Allstate > Corporate portal content migration.● Smith, Badofsky & Raffel, Inc. > Consumer advertising.● Newark Electronics > Electronics and electrical components catalog.● John & Low > Consumer advertising.● Glass House Productions > Jingle writing.

Produced high quality technical instruction for aviation and aerospace maintenance, repair and overhaul (MRO). Collaborated with engineers, production and quality assurance teams to migrate content from travelers into an enterprise resource planning (ERP) platform. [Epicor, SharePoint, MS Word, Excel, Visio]● Researched and created content relationships in the legacy ERP platform from matrices in hard copy documents.● Created workflow processes to bridge to the ERP, migration guide, checklist and training materials to support migration and future state content management. ● Configured a migration project site in SharePoint to help engineers train and contribute to the migration project, as well as knowledge transfer of gap requirements and solutions for closure.

Collaborated with product development, clinicians, and other functional stakeholders to create easy-to-follow, user-focused interface content in mobile apps for over-the-counter and commercial use. Additionally, assisted with De Novo technical documents to establish the company classification in the medical device industry, and managed e-commerce localization. [Cue Health App (Cue App), Applanga, Microsoft Office (Excel, Word), Figma, Jira, Confluence, Lucidchart, Google Workspace, SmartSolve]● Configured a user experience-based user interface (UXUI) Confluence space, and created an internal engagement process, quality checklists, writing style standards, and content operations.● Wrote content management processes (CMS) and approval requirements for non-controlled content management planning.● Conducted UX proof reviews of the Cue App, web and package content, and wrote the Cue App UI text to transform from functional to usable guidance.● Improved application programming interface (API) configuration instructions, as well as data organizer tool.

As sole technical writer, I worked closely with designers and produced the content for product innovations. Conducted review cycles with field, engineering, product management and marketing to create and maintain large scale document libraries and content for commercial and residential access security systems including product guides, technical specification, test protocols, assembly instruction, quick starts, and safety labels using a content management system (CMS) to regulate controlled content and localized in multiple languages. [myQ App, MadCap Flare / Lingo, Adobe Creative Cloud (InDesign, Illustrator, InCopy, Acrobat Pro), Microsoft Office (Excel, Word, PowerPoint, Teams), Jira / Confluence, SharePoint, InMotion, Workfront]● Devised the strategy for condensing the testing, writing and design effort in the CMS. ● Developed process training for metrics reporting and accompanying step level documentation to aid process navigation and UL 325 compliance code traceability.● Transformed complex legacy print into concise, easy-to-follow content ported to print, web and mobile platforms for customer support (pdf, html, xhtml) with significant maintenance reduction.● Improved audit preparation and review outcomes, and accommodated legislative change through awareness training development using the CMS.● Audited and produced guides, standards and templates for reducing 4,000+ disparate and noncompliant articles that caused an additional and redundant approval cycle. The outcome was improved search results and satisfaction for customers using self-guidance. Internal teams achieved reduced maintenance effort and unneeded, siloed reviews to assets impacted by business and legislative change using the CMS.● Developed a team project site in Confluence (wiki) that managed automated project status, as well as the job aid content to navigate onboarding.

Maintained software compliance for Western Electricity Coordinating Council (WECC), Critical Infrastructure Protection (CIP), and Sarbanes-Oxley (SOX) audits. Additionally, produced education to all internal teams on software security and audit readiness. [ServiceNow, Microsoft Office (Excel, Word, PowerPoint, Teams), Skype, WordPress, Visio Professional, Adobe Acrobat, SnagIt]● Compiled and established evidence for Critical Infrastructure Protection (CIP) compliance reviews.● Developed process flow diagrams and accompanying step-level documentation to aid process navigation, as well as trace compliance codes.● Collaborated with subject matter experts to improve audit preparation and review outcomes, and accommodate legislative change through awareness training development. ● Developed wiki and non-audited job aid content with WordPress to help with non-audited job aids, and templates for audited documentation. ● Provided change control management and audit tracking.

Wrote financial software user manuals for investment portfolio managers. [FrameMaker, HTML Adobe CS6, JIRA / Confluence, Tortoise SVN]● Performed peer review for quality checks across a topic-based online project.● Provided business requirement audit across 20+ manuals.● Wrote internal onboard process and job aids.

Produced tools to improve global IT restaurant configuration, deployment and resource integration. Deliverables included software implementation manuals, lab instruction guides, process development and deployment guidance for new migrations. Introduced standard, early learning and training repositories that served both performance testing and proof of concept (POC) technical trials. [HTML, Microsoft Office (Excel, Word, PowerPoint, Visio), JIRA, SnagIt, SharePoint Configuration Services level] ● Wrote an internal proposal for improved collaboration and enterprise tool consolidation.● Created workflow processes to trace activities and sub-process instructions of a new configuration solution and ticket system. Designed intake forms in SharePoint to execute the processes, and provided data filters with simple query statements to draw real-time reporting. ● Compiled configurations across 6 proprietary applications to create a gap analysis process for a global solution administration tool, resulting in reduced set up time for solution configuration, and improved physical lab / pilot deployment.● Created an automated training module for McDonald’s Crew to convey upsell scripts during order intake.

Converted a legacy hospital facilities management system to a mobile platform. Compiled, categorized and interpreted focus group requirements, use cases, test scripts and end user support communication. Initiated Help migration to a wiki platform. [FacilityFit Pro App, Microsoft Office (Excel, Word), Google Docs, Telerik, HTML]● Created web form template, user content and microcopy instruction, such as disclaimers.● Produced focus group observations and use cases, and translation into business and functional requirements.

Collaborated with business to capture test and training requirements, and produce UAT project documentation for a new talent supply chain management application. Document set included test plan, test cases, scenarios, and test scripts. ● Translated 35 system processes into role-driven (swim lane) workflows to analyze functional requirements for deployment gaps, as well as training materials during system roll-out.● Provided step-level and scenario approaches for test scripts to reflect pre-approval, validation and approval processes of 16 different workflows in combination with 8 supporting user profiles. ● Interviewed SMEs to obtain scenarios and current-state workflows, and mapped information into the test scripts and future-state workflows.● Provided developers with simple interface design assistance.

Provided content separation of Quality Systems documents from Abbott Laboratories (Abbott Labs) to develop the AbbVie Company. Designed SharePoint portal and team site web parts (Power BI) for engaging the Quality Systems team, managing a central repository, and reporting job status. ● Executed complex, global change management per country-specific regulatory requirements.● Transformed role-based standard operating procedures (SOPs) into tiered, function-based document types (policy, process, procedure, work instruction, job aid) to improve navigation.● Analyzed existing production and management processes and developed SharePoint functionality (workflows, forms, context-oriented interfaces and reporting) to facilitate optimized, discrete metrics reporting among multiple outputs.● Developed dynamic modeling and navigational flows to support company initiatives.

Developed scalable test scheduling, scanning and report ordering Help systems to implement a web-based platform for a nationally recognized education testing program. Deliverables included Help application guides and instruction, and end-user support materials.● Collected user feedback, analyzed and outlined feasible solutions to validate product improvement.● Introduced Help project management and information architecture (IA) to ensure consistent content production. Established Help styles and standards designed for single-sourcing content and automated quality assurance checklists to further support production.

Service delivery engineering for the enterprise communication and collaboration technologies (Voice, Messaging, Mobility, Multimedia, SharePoint, DocWeb). Provided service analysis, usability study and validation, internal market channel development and service wrapper deployment to support user adoption. ● Gathered business requirements from product managers, surveyed user requirements, ranked and translated requirements into actionable tasks. Wrote user acceptance tests (UATs) and use case scenarios, and streamlined the information into training content using advanced authoring tools and technical writing methods to minimize effort. ● Created team procedures and guidelines as a wiki to accommodate real-time updates for frequent direction change.● Managed project kick-off, discovery and requirement capture, user focus group, survey studies, user education, presentations, demonstrations and ad hoc training.● Interviewed service developers to create simplified problem management content for the customer service knowledge base.

Created disaster recovery restore procedures for the hospital’s Data Center Services team, including wiring diagrams, server restoration, databases, applications and storage area network groups● Established a library file structure and document management process for the Data Center Services office. ● Collected network monitoring data metrics to establish a baseline for assessing compliance.

Developed process documentation, interactive user manuals, web Help and training for multiple software applications that provided a consumer campaign management system. Audiences ranged from beginner level data specialists to market research analysts. Performed testing, managed a team site, and assisted with client project management reporting.● Captured requirements and developed software delivery life cycle (SDLC) process workflows, disaster recovery procedures, system interfaces and production run books for implementing an automotive account using DITA content management to minimize documentation production efforts.● Managed a customized 11-course training program that involved guiding a writing team, producing print estimates, writing and editing the training materials, and facilitating the training for 65 people learning to use an end-to-end marketing service application.● Established project structure using SharePoint as the enterprise platform. Conducted migrations, educated teams on application usage, and administered the project site to centralize communication efforts among the teams.● Compiled a 3-year view of the account growth to substantiate contract renewal.● Developed structured writing standards, life cycle documentation and content linking standards.● Developed an enterprise-wide training program and implementation roadmap via web that established consistent standards and process documents.● Wrote and produced campaigns for the United Way corporate giving program. Pledges increased at an average rate of 20% per year. ● Innovated a new production method which resulted in a 40% cost savings.

Analyzed and edited web content, created data content records, and determined access to content according to job roles and other filters for the corporate portal migration project.

Wrote and produced a 1000+ page user manual, releases, learning aids and marketing for software supporting pharmacy (retail and claims), pharmacy benefit management (PBM), and drug utilization review and intervention reimbursement services. ● Authored Help systems for new software applications.● Created and produced marketing materials to roll out new products, and facilitated trade show.● Wrote and produced an application-based newsletter to build client communications program.