Tarl Telford Email & Phone Number

Richardson, Texas, United States

Dallas/Fort Worth Area

Provided project leadership against aggressive timeline, coordinating documentation updates and publishing for a system upgrade which impacted nearly 100 procedures over multiple lines of business.• Ten-week project expanded in scope, doubling impacted documents, with no flexibility in go-live date. Led ten writers in final publishing and documentation, working against the clock to see project completed within required constraints.• Provided team guidance, one-on-one training with colleagues, and led virtual training for non-technical audiences. Provided feedback and led participation in group conversations• Coordinated training efforts with non-technical colleagues to ensure compliance and optimal performance for deliverables against a strict time frame.• Collaborated with a large team for a multi-year platform migration against a hard timeline, coordinating with process SMEs and project managers to transition 16,000+ technical documents for mortgage specialists.

Dallas, Texas

Technical Writer (Sales Ops, Information Technology) | McAfee, Contract Worker (Perficient) 08/2018 – 02/2019Hit the ground running while spearheading three time-sensitive documentation projects for Sales Operations to meet quarterly goals. Captured information about roles, duties, skills, and responsibilities, to ensure knowledge preservation.• Captured and documented Go-To Market (GTM) Planning and Quota Planning processes for a worldwide sales organization. Presented findings and results in regular meetings with stakeholders.• Coordinated documentation efforts with Financial and Compensation Analysts to ensure preservation of highly technical knowledge. Built out process diagrams for previously undocumented material to integrate best practices for yearly process cycles.• Incorporated existing documents and diagrams into a cohesive instructional process document for each project. Developed strong working relationships with on-shore as well as off-shore teammates. Delegated as needed to offshore assets.• Interfaced with multicultural subject experts across the globe to extract and capture relevant data for essential documents.• Led meetings, guided conversations with subject experts, captured important data, and synthesized relevant information into workable knowledge (process documents, diagrams, presentations). Developed SharePoint cataloguing system to ensure proper retention and filing of essential processes.• Kept accurate meeting minutes. Ensured prompt and timely completion of assignments.

Dallas/Fort Worth Area

Searching for a new project to implement my expertise and technical documentation experience in reducing customer frustration with help documents. Reducing jargon and improving common language solutions for customer satisfaction.Providing care for family member with long-term health condition.

Knowledge Management Analyst, Reporting Team Lead | Department of Veterans Affairs National Service DeskManaged a team of 4 knowledge analysts focused on developing and implementing metrics reporting and maintaining over 8,500 documents for the enterprise service desk.  Reduced poor votes on documents 90%, improved end-user awareness and adoption, and reduced unnecessary National Service Desk calls by driving a successful project launching a new self-service knowledgebase for internal users.  Designed a new, comprehensive documentation system for Business Intelligence (BI, WEBI, BOE, Crystal Reports), supporting the creation and evaluation of reports for non-technical users, and facilitating on-boarding/training of new hires. Improved efficiency and communication of cross-functional, cross-team projects by creating custom metrics and analytics reports, documentation, and ad-hoc report development providing visibility across different work groups. Developed multiple technical categories for IT Operations (ITOPS) knowledge base—ensured the accuracy, usability, and compliance with company style standards of over 800 essential documents. Conducted interviews to gather data in complex projects to restructure data to meet audience needs, reducing technical jargon into easy to understand language. Projects included collaborating to develop complex installation instructions for highly technical audiences, to non-technical users, providing instructions in basic easy to understand English.• Increased visibility of knowledge base and knowledge articles through collaboration with training team, providing editorial expertise for email communications (email blasts) to the general user population.• Wrote, developed, edited, and published dozens of highly technical documents, detailing procedures for specialists and technicians on the National Service Desk project, enabling tier one technicians to provide complete and accurate procedures 24/7/365.

Knowledge Management Analyst, Reporting Team Lead | Department of Veterans Affairs National Service DeskManaged a team of 4 knowledge analysts focused on developing and implementing metrics reporting and maintaining over 8,500 documents for the enterprise service desk.  Reduced poor votes on documents 90%, improved end-user awareness and adoption, and reduced unnecessary National Service Desk calls by driving a successful project launching a new self-service knowledgebase for internal users.  Designed a new, comprehensive documentation system for Business Intelligence (BI, WEBI, BOE, Crystal Reports), supporting the creation and evaluation of reports for non-technical users, and facilitating on-boarding/training of new hires. Improved efficiency and communication of cross-functional, cross-team projects by creating custom metrics and analytics reports, documentation, and ad-hoc report development providing visibility across different work groups. Developed multiple technical categories for IT Operations (ITOPS) knowledge base—ensured the accuracy, usability, and compliance with company style standards of over 800 essential documents.

Knowledge Management Analyst / Knowledge Management Reporting Team LeadLed a team of four knowledge analysts in developing and maintaining all metrics reporting. Oversaw all reporting documentation. One of twelve (12) knowledge analysts to maintain 8,500+ documents for Enterprise Service Desk.• Played a critical role in self-service knowledge base project.• Independently developed extensive documentation for Business Intelligence (BI | WEBI | BOE | Crystal Reports) to guide report creation and analysis for non-technical users. Used by training team for on-boarding new hires.• Developed custom metrics and analytics reports, supporting documentation, and ad hoc report development and analysis, providing support for dozens of successful cross-team and organizational projects.• Created and maintained multiple technical categories in the IT Operations (ITOPS) knowledge base, managing several hundred documents and ensuring content accuracy, usability, and style compliance.• NACI: Position of Public Trust (4 years)

Westlake, Tx

Technical Writer, OnLine Reference (OLR), Personal Investment groupDeveloped, implemented, managed, and evangelized documentation for multiple online reference categories: WebEX, Fidelity Investments Mobile App, and more. Served an essential role on a successful multi-business-unit project focused on reviewing, evaluating, and refreshing all OLR content.  Evaluated user feedback and collaborated with internal/remote subject matter experts to improve content to address user needs.

Irving, Tx

Technical Writer, IT Runbooks, MetLifeServed on a team of 3 technical writers documenting disaster recovery processes and IT Runbooks for the MetLife IT division.  Work with Enterprise Architect to gather project requirements, translating needs into clear priorities, KPIs, and milestones. Developed and implemented an updated IT Disaster Recovery process—captured data in Word and Vision, and catalogued process and workflows in SharePoint.

Eden Prairie, Mn

Quality Assurance Inspector, Technical WriterLed the design and integration of reporting forms and procedures that significantly increased QA productivity while facilitating inter-departmental cross-functional communication—built knowledge/expertise of QA department and expanded role to all product lines.  Collaborated with Director of Shipping, ensuring compliance with hazardous materials regulations (documentation, paperwork, etc.) Created new SOPs to integrate QA into company workflow and product lifecycles, improving quality, client service, and brand reputation.

Writer / Designer / Producer on Extinction FIST, a 2.5d side scrolling brawler game. Writing and Designing games is a driving hobby turned career. Led Production Team in developing an RPG (see Crystal Comet wiki). Team Lead / Head Writer developing a 2d platformer set in the Land of Oz.Assembled Team, wrote Game Design Document, Outlined story for tie-in Young Adult Novel. Created concept art and level design.

Shipping, Receiving, Warehousing Passenger and Light Truck Tires.Inventory Management.Product Delivery to local customers.

Organized warehouse prior to inventory. The manager said that the inventory went more smoothly than any he had done before.During my 18 months with Slumberland, I trained 18 new employees. Because of my work ethic, management kept me busy on the front end. In addition to all of that work, I kept the back warehouse organized and clean. I assisted on deliveries when needed.Inventory Management - warehouse maintenance, organize and maintain inventory for easy retrieval.Shipping, Receiving Furniture - unloading trucks as they came in.Maintain Sales Floor - moving new product in, removing sold products, loading customers' vehicles with purchases.Repair / Refurbish damaged furniture.