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Lilly Trapasso
Lilly@gmail.com
603-598-9876
12 Mahogany Drive
Nashua, NH 03001
A Technical
Writer passionate about creating well-researched and well-organized technical
information that meets user needs.
QUALIFICATION
SUMMARY
A
Technical Writer who is detail-oriented and user-focused. A team player comfortable
working on a cross-functional team and with all levels of an organization, and
who is committed to the success of the team. A researcher with a “hands on”
approach who uses the product, reads specifications, and interviews subject
matter experts. A user advocate who works to understand the product from the intended
user’s perspective in order to assess the product’s usability and to inform the
design and organization of information. An excellent writer and communicator
who consistently demonstrates adaptability, flexibility, and the ability to
learn new things quickly.
Core
Competencies
Information
Gathering & Research
User/Audience
& Requirements Analysis
Information
Organization & Design
User
Experience & User Centered Design (UCD)
IT
Infrastructure Library (ITIL) Procedures
Process
& Task Analysis
Process
Map Development
Computer Knowledge
Word,
Visio, PowerPoint, SharePoint, Excel
Acrobat
Professional, FrameMaker, Photoshop
RoboHelp,
Dreamweaver, HTML, CSS
OS:
Windows, UNIX, Linux
Web
Browsers (IE, Firefox, Chrome)
Web
Interfaces, GUIs, CLIs
SW
Applications (Distributed, Web-based)
ACCOMPLISHMENTS
- Founder and
Board Member of a career management and networking group (volunteer).
- Provided support
for new client processes by developing new ITIL-based procedures; for example,
Blackberry Device Support and Deskside Services.
- Met client
requests to simplify ITIL procedures by revising and combining steps.
- Nominated for Veritude
Employee of the Quarter, Q3 2008.
- Member of team
that worked on the highest number of User Procedure Documents to date, CY 2008.
- Received a Compaq Reward and
Recognition Award, Spring, 1998.
- Increased staff performance
and productivity by analyzing the content of a Compaq internal sales
CD-ROM, and creating and implementing a new information architecture and
navigation scheme.
- Reduced the
number of support calls for DEC Storage Library System by creating a new
information architecture for Version 2.0 (user interface and documentation).
PROFESSIONAL
NARRATIVE
Board
Member and Founder (Volunteer)
Nashua
Career Network Connection (NCsquared)
Nashua,
NH
Jul
2011 to present
As
part of the Landmark Self Expression and Leadership Program (SELP), I created a
community project, which became NCsquared, a career management and networking
group.
·
Organized initial meeting and recruited board members.
·
Head of NCsquared Board, which plans and runs meetings and keeps in touch
with members.
Contingent
Technical Writer
Hewlett-Packard
(Contract)
Andover,
MA
Nov
2009 to Feb 2011
Responsible
for customizing an ITIL-based Policies and Procedures Manual (PPM) to match the
contracts HP made with clients for IT services and the management of those
services (IT Service Management, ITSM). Handled this by discussing information
needs with the HP team and verifying the data against the contract contents. In
some cases, there were extensive revisions and additions of new procedures.
PPMs varied in scope from 20 to 50 or more chapters, depending on the services
outlined in the contract.
·
Supplied new sections
for PPM; for example, Messaging Support and BlackBerry Device Support. Each
section contained one or more procedures.
·
Customized ITIL-based
process maps and procedures to meet client and HP requirements for PPM.
·
Met clients’ demands by
developing new ITIL-based processes when they were not available in the PPM;
for example, processes for accessing end user mailboxes, output management, and
deskside services.
·
Improved, revamped, and
simplified ITIL-based processes to meet client needs; for example, reduced the Non-Standard
Service Request Process from 44 steps to 28 steps; separated the auditing process
into financial and operational sections; and separated the Project Management
Process into six discrete processes while reducing the main process from 32
steps to 16 steps.
Contract
Technical Writer
Fidelity
Investments (Contract)
Merrimack,
NH
Jun
2007 to Feb 2009
As part of the Process
Documentation team, provided User Procedure Documents (UPDs) for backend office
associates working on Defined Benefits and Defined Contributions for Fidelity’s
clients. Designed, wrote, and customized the Intranet-based UPDs. This included
overviews of processes and step-by-step instructions for handling specific situations.
Also created and attached extra documents needed to perform the work and appended
screen shots of software tools. Developed documents using a Lotus Notes
application with reusable content that published to the Fidelity Intranet.
Stored project and team documents on SharePoint and EDMS sites.
·
Gathered information
via telephone, email, and Intranet chat, using this data to update the UPDs.
·
Met the needs of an
internal client losing team members by creating documentation for an internal
software tool. The team was co-located in New Hampshire, Massachusetts, and
North Carolina. Analyzed the audience and the requirements for the
documentation. Used the software tool to determine the step-by-step
instructions. Kept the team engaged in working on the documentation via weekly
conference calls. For this effort, received a nomination for Veritude
Employee of the Quarter, Q3 2008.
Legal
Writer / Paralegal
Welts,
White & Fontaine, P.C.
Nashua,
NH
Jan
2004 to Mar 2006
Supported
junior partner and other associates in estate planning, real estate closings,
civil suits, and corporate law.
·
Met client needs by
preparing legal documents and correspondence using various legal templates.
·
Verified information
via telephone and/or federal and state government Web sites, and researched
legal information in LexisNexis.
Legal
Writer / Lawyer Assistant
Law
Office of Scot E. Gabriel, Esquire
Methuen,
MA
Feb
2003 to Dec 2003
Supported
solo practitioner in handling real estate closings, estate planning, and civil
suits for clients.
·
Obtained, verified, and
validated information via telephone and fax for real estate closings for
clients.
·
Supported clients by
preparing legal documents and correspondence.
Software
Technical Writer
First
Virtual Communications
Nashua,
NH
Apr
2000 to Oct 2001
Responsible
for CUseeMe Conference Server product documentation. Worked on other products
as needed. Attended cross-functional team meetings to report on documentation
status. Worked with engineering and QA to report, resolve, and test product
issues. Crafted graphics as needed.
·
Supported current clients
by maintaining the existing documents for the CUseeMe Conference Server
(administrator and installation guide, command reference manual, online help,
and release notes).
·
Met the needs of the
software developer audience by creating the information architecture for the
CUseeMe videoconference product SDK Version 1.0 and writing the online help,
and installation and SDK guides.
·
Produced white papers
in support of marketing.
Software
Usability Engineer / Principal Software Technical Writer
Compaq
Computer Corp
NH
& MA
Aug
1996 to Jan 2000
Worked
on usability projects and writing projects. Helped train teams to use usability
methods to design and develop products. Produced usability reports on products
and documentation plans. Was a documentation project leader for several
projects.
·
Worked with engineering
to determine that a semi-conductor lab tool under development was incompatible with
the workflows in the lab. Engineering re-evaluated the project, stopped
development, and devoted their efforts to other endeavors. For this project, received
a Compaq Reward and Recognition Award, Spring, 1998.
·
Determined client satisfaction
via telephone during beta testing of product releases.
·
Polled clients via
telephone about products; recorded and compiled data for usability studies.
·
Designed and wrote
getting started guides, user manuals, installation guides, system
manager/administrator manuals, language reference guides, release notes, and
online help for various software/hardware products.
Note: Will provide information prior to 1996 upon request.
PROFESSIONAL
DEVELOPMENT
I
have an ongoing commitment to professional development and continuously attend
lectures,
workshops, and webinars to learn more about the craft of technical writing.
The Landmark Forum, The
Landmark Forum in Action Seminar, The Landmark Advanced Course, The Landmark Self
Expression and Leadership Program, Landmark Education, Boston/Quincy, MA
Introduction to
Creating Web Sites with Dreamweaver Certificate, Nashua Community College, Nashua, NH
Newswriting, Feature
Writing, Press Releases, Broadcast Journalism, Blogging, Nackey S. Loeb School of Communications,
Manchester, NH
Six Sigma White Belt,
Defined Benefit & Defined Contribution Plans, Fidelity Investments, Merrimack, NH
Java, JavaScript, TechMarket Training, Nashua, NH
Human-Computer Interaction Intensive, University of Michigan, Ann
Arbor, MI
Information Mapping, Information Mapping, Inc.,
Waltham, MA
Structured Documentation, Instructional Design, Contextual
Inquiry, ISO 9001, Compaq/Digital, MA & NH
Indexing, Copyediting, Northeastern University,
Burlington, MA
EDUCATION
Certificate, Software Technical Writing Program, Middlesex Community College,
Bedford, MA
Master of Science, Geology, Acadia University, Wolfville,
Nova Scotia, Canada
Bachelor of Science, Earth Science, cum laude, Salem State College, Salem, MA
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