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Annika Cone
309 Melbourne Court
Charlotte, NC 309
annika.cone@gmail.com
704-737-9876

Summary

A technical writer for 20+ years, I excel at researching, writing, training, and supporting a wide range of documentation and training publications related to customer relationship management, financial, and construction estimating software development (SDLC)—including managing a documentation department. I create and deliver end-user training. I have written and published the complete SDLC documentation set and in 2002, I was awarded an MVP by Time Warner Cable (the highest honor Time Warner Cable gives to its employees) for successfully creating, deploying, and administering a Web-based collaboration and document management solution. My focus is on quality, accurate, and efficient work as a user advocate, with core strengths in:

·         Online Help authoring

·         Instructor-led and computer-based training course authoring

·         SharePoint site collection admin

·         Documentum eRoom Sys Admin

·         ColumbiaSoft Document Locator Sys Admin

·         Interwoven TeamSite Sys Admin

·         Microsoft Office (including Visio) expert

·         MS Publisher expert

·         Adobe RoboHelp expert

·         Adobe Captivate experience

·         Adobe PhotoShop experience

Professional Experience

Time Warner Cable,               Charlotte, NC                                                                              12/2002 - 6/2011

Technical Writer/Business Analyst

As a technical writer, I researched, created, and modified support documentation (online Help, user guides, technical manuals) and administered eRoom and SharePoint sites for internally-developed IT solutions for issue tracking, change management, policies/procedures, and project management software for the enterprise. Publications included training courses, virtual and e-learning courses, and other relevant reference materials, which increased productivity and acceptance of the solutions.

·         Trained users how to increase their productivity with Captivate, PowerPoint, MS Office Suite, MS Publisher, Visio, SharePoint, eRooms, content management and document management systems, HTML editors (FrontPage, Dreamweaver), and RoboHelp, as well as various graphics creation and editing products.

·         As part of the IT department Knowledge Management team, I wrote or edited documentation as required to comply with Sarbanes-Oxley within the very short timeframe allotted.

·         Wrote and supported online help systems (user guides) for several versions of internal TWC Web-based applications that significantly reduced support calls to the Web development team.

As a business analyst, I researched and wrote the functional requirements document used to evaluate commercial software solutions for TWC’s first Web content management system (WebCMS).

·         Post-implementation, I created, developed, and produced virtual class training and other documentation such as training guides, FAQs, and Quick Reference Guides for content providers for TWC’s first intranet and its WebCMS (Interwoven TeamSite). I created and delivered TeamSite end-user training and support for nearly 70 TWC editors and content providers, which increased their productivity in a very short time. 

Tasked with developing an enterprise-wide Web-based team collaboration tool, I researched and created an award-winning Documentum eRoom environment of 140 sites, which, in 2002, contributed greatly to TWC’s successful acquisition of Adelphia Cable Company’s assets by enabling system integrators to collaborate easily.

·         Administered a pilot installation of Microsoft’s SharePoint Services, version 2, collaboration tool that was highly successful and revolutionary. Later, I created the Admin Guide support documentation for the SharePoint Services, version 3, environment that became the IT department’s knowledge base and team collaboration platform.

·         Wrote the Admin Guide for, and participated as an administrator in, the development and deployment of the IT department’s Document Management System—a customized ColumbiaSoft Document Locator application that became the system of record for IT assets.

TechServices,    Charlotte, NC                                                                                                                 6/2002 - 9/2002   

Contract Business Analyst/Technical Writer at Bank of America, Charlotte                                                         

As a business analyst, I performed needs analysis and usability testing for a Web-based Project and Resource Tracking tool (PRT) used by Bank of America’s Customer Knowledge and Decision Support (CK&DS) Group Program Management Office and recommended changes that were incorporated in the application.

As a technical writer, I wrote a process document that defined project workflow within the CK&DS organization and participated in workflow definition sessions using use cases/UML diagrams to map new-feature functionality for the PRT application and the supporting Business Rules. I researched and created an online Help (user manual) for PRT, which greatly decreased the adoption time for the PRT by the Program Management Office.

RELY Software, Inc,         Charlotte, NC                                                                                                3/2001 - 5/2002    

Technical Publications Department Manager, Product Information Specialist

As the Technical Publications Department Manager for this company, I performed needs analysis and requirements gathering for a suite of six online end-user documents and a development support library for the #1-rated Transportation Management System application used by Logistics and/or Supply Chain Management users to more efficiently plan, book, and track product shipments.

Prior Experience Rollup from 1986 through 2001

·         Military Specifications:   SEI Technical Services (technical publications company), Charlotte, NC; set up a Mil Spec writing department; Exide Corporation, (electronics manufacturer, Raleigh, NC) training manuals for the US Navy Anti-submarine Warfare Operations Center.

·         Documentation Department Manager: Eastman Kodak, ESTEK Products Division, Charlotte, NC; semiconductor inspection equipment manufacturer.

·         Training manuals: Solectron Technologies (printed circuit board fabricator, Charlotte, NC) training/operator's manuals for printed circuit board assembly machines.  

·         Product photography/data sheets:  Source Technologies (VAR, Charlotte, NC) for Lexmark/Source Technologies laser printer product sheets and brochures.

·         Software User Manuals:  Comput-ABILITY, (custom software VAR, Charlotte, NC) for construction estimating software;  Network Computing Corporation, (custom software, Charlotte, NC) for CSR User Manuals for a Satellite TV services accounting/billing software.

·         Trade journal magazine article: “Why Use Estimating Software”, TIAC Times, Sep 93.

·         Online Help - Sara Lee Knit Products, (textile manufacturer, Winston-Salem, NC) for a data warehouse reporting tool user interface;  Comput-ABILITY, (custom software VAR, Charlotte, NC) for construction estimating software; LendingTree.com (Internet loan marketplace, Charlotte, NC) for a Web-based client used by lenders to manage loan referrals they receive from LendingTree.com.

·         Technical Manuals: Aptech, (electronics manufacturer, Charlotte, NC) for a remote Power Usage monitor; Compaid (technical services, Charlotte, NC) process analysis of First Union National Bank’s Information Assurance Services (IAS), which provides LAN/WAN network monitoring and support services.

·         Business requirements: Broadway and Seymour (systems integrator, Charlotte, NC).

·         Functional design specs:  Broadway and Seymour (systems integrator, Charlotte, NC).

·         Object-oriented design docs (Smalltalk):  Broadway and Seymour (systems integrator, Charlotte, NC).

·         Project administration:  Broadway and Seymour (systems integrator, Charlotte, NC). Trained in and used Project Workbench/Team Workbench for a joint First Union National Bank/Broadway and Seymour client/server project.

·         User acceptance testing: Broadway and Seymour (systems integrator, Charlotte, NC).

Education

University of Michigan    Ann Arbor, Mi

School of Engineering

Central Piedmont Community College       Charlotte, NC

Modern Database Management

C Programming

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