Wraithean Carter Email & Phone Number

Snohomish, Wa, Us

Phoenix, Az, Us

Remote

Phoenix, Arizona, United States

I am the lead designer, developer, and project manager for a team of five (not counting myself) developing a tabletop roleplay game (IE, D&D, Pathfinder, etc) and electronic titles with a focus on narrative experiences.

Scottsdale, Arizona, United States

Provided technical writing services to contracted companies. Details available on request.

Remote

Phoenix, Az

As a member of Meta's Core Infra team, I supported the documentation efforts of several teams working on the core components of Meta's family of apps (Facebook, Instagram, etc). The individual teams I directly supported were involved in Meta's business, advertising, machine learning, and artificial intelligence efforts.My personal responsibilities included:- Presenting documentation tools and best practices to software engineers, project managers, and other relevant stakeholders, involving quarterly visits to other offices.- Conduct "Documentation Consultations" to analyze a team's knowledge base content, identify areas and metrics in need of improvement, and create action plans to address.- Utilize Google Docs, OneNote, and Wiki tools to create and support documentation and knowledge bases.- Present notes, metrics, and project takeaways to other team members at the end of each half.Some notable metrics from my time with Meta:- Reduced documentation-related expenses per team by an est. $7 - 10 million per team per quarter.- Created the first fully automated stack-exchange based FAQ.- Reduced incoming support requests per team from 2% or higher (based on active users) to 0.5% or less.- Reliably increased average successful search rates on documents I touched from 40% and less to 80% and higher.- Reduced partner knowledge bases from 600+ topics to 150 or less.

Mesa, Phoenix Area

Beginning from a 6-month contract covering a single project, I started here as a technical writer for the "Command Center", the core support team for Verra Mobility's "Government Solutions" branch. In time, my work would see me converted to full-time employee and expand to support the Field Services team, then management and administration, and ultimately the entirety of the Government Solutions branch. My responsibilities included:- Authoring customer-facing user guides, internal support procedures, training materials, process maps, reports, and other relevant documentation using Microsoft Word, Confluence, ServiceNow, and Vizio as needed. - Provide backlog support for QA team.- Regularly schedule interviews with subject matter experts and relevant stakeholders to identify potential redundancies and improvements in documentation. A few of my accomplishments during my time at Verra: - Completed a project to create a user manual for Verra Mobility's "SmartCam" technology forecasted to take upwards of 6 months in less than one month.- Consolidated documentation and subject material from disparate resources (old file shares, repositories, and Confluence articles) into a singular source of knowledge in ServiceNow.- Assisted in successfully completing ServiceNow Knowledge-to-Task integrations (based on keywords in a given task's title or description, ServiceNow would automatically recommend relevant help documentation).- As backlog, successfully automated a critical contract reporting task, reducing the expected processing time from three months to finishing the entire task in three days.- Employee of the Month, August 2021.

Phoenix, Arizona Area

I began as a contracted "Tier I" support agent, offering over-the-phone support for a SQL-based property management system (NiteVision). Over the next two years I quickly worked myself up the escalation ladder to Tier III, during which I invested what time I wasn't immediately working on tickets and calls to address the company's critical need for better documentation. Demonstrating its value, I transitioned officially into a technical writer role, where my work expanded to additionally support our flagship product (CloudPMS) and lead our online knowledge base efforts. My responsibilities included:- Provided escalated support for critical issues and software defects.- Oversee new installs and implementation of new features and equipment.- Use Microsoft Word, SharePoint, and Mad Cap Flare to author, edit, and publish knowledge base content.- Sit in regularly with lead developers and subject matter experts to document new features and processes before publishing and releasing. Highlights of some of my accomplishments:- Wrote and established the first formal training course and materials for new employees. - Reduced ticket backlogs from 2,000+ cases without response for 30+ days to less than 100 tickets open in any given three-day period. - Reduced average call handle times from 30+ minutes to 10 minutes or less.- Reduced 30-day call backs to less than 2% of call volume (read as: dramatically improved first-call resolution rates).- Assisted in integrating customer knowledge base (https://docs.jonaschorum.com) with CloudPMS for in-context help for end users (further reducing call volume).- Established myself as a lead contact within the company for several hotel chains (Extended Stays of America, Woodsprings, Best Western, etc), CRS groups (Pegasus, Synxis, Windsurfer), and PCI tech (Cardnet, MerchantLink, VISA, AMEX, etc).

Tempe, Arizona

This role focused on supporting AT&T's "U-verse" program (home internet, television, and VoIP telephone service) via an inbound call center. Among a total office count of 300 support agents, I was consistently rated within the top 10 for service and troubleshooting (meeting or exceeding all relevant KPIs). Likewise, I was a go-to resource when the center needed to make an outbound call following up on a previous issue or escalation.

Phoenix, Arizona Area

Beyond providing a fun experience for park attendees and assuring effective customer service, I provided direct administrative support for park management, helped refine training practices, and acted as an intermediary contact for general staff.

Circle K Corporate

Provided IT service desk support for mass configuration, shipment, and implementation of Cisco 3400 series switches as part of Circle K's back office network upgrade.Improvements to procedure allowed the configuration, packing, and shipping of four per hour on starting the project to 20+ an hour by the end of the first week. Out of approximately 6,000 switch units to be configured and shipped, with an expected completion date of 4-6 months for the project, I completed the entire project in one, spending the remainder of my contract helping basic support tasks throughout the office.

Phoenix, Arizona, United States

Assisted in uploading, categorizing, and organizing texture data for developer use, while learning fundamental software skills.