Transcript
MARK EDWARD ATTEW
Pasadena, California 91104 951-533-2944
[email protected] / http://www.linkedin.com/in/markattew
SUMMARY OF QUALIFICATIONS Experienced Technical Project Manager, Writer and Editor with 14 years experience in the internet, social media, software and hardware development industries. Recognized as an effective and motivational team builder with a consistent track record of improving internal and external customer satisfaction, reducing support costs, developing strong relationships and delivering results. Specialties include: • Documentation & Editorial Team Management • Business and Systems Analysis
• Project Management • • • •
Content and Knowledge Management Tool and Process Development & Improvement Software Development Life Cycle (SDLC) Policies and Procedures Development
• Product & Initiative Evangelism • • • •
Audit/Compliance/Due Diligence Microsoft Office Applications Microsoft Office SharePoint Server Adobe Creative Suite
TECHNICAL SKILLS Operating Systems: Windows (all versions), Mac OS X (all versions), UNIX, and Linux Systems and Applications: Microsoft Office (Windows and Mac all versions - Microsoft Word, Microsoft PowerPoint, Microsoft Excel, Microsoft Outlook), Microsoft Project, Microsoft Visual Studio, Microsoft SQL Server Management Studio, Madcap Flare, Adobe RoboHelp, Adobe Acrobat, Axosoft OnTime, Rally Project Management Content/Version Management/Web 2.0: Microsoft Office SharePoint Server (MOSS), MediaWiki, Community Server, Microsoft Visual SourceSafe (VSS), Team Foundation Server (TFS), Dropbox, Google Docs Page Layout, Web and Visual Design: Adobe Creative Suite - Adobe InDesign, Adobe Photoshop, Macromedia Dreamweaver, PaintShop Pro, Corel Suite EDUCATION UNIVERSITY OF LA VERNE, La Verne, California 2012 Master of Science Leadership & Management (MSLM); Concentration: Organizational Development • Classes in Leadership & Management Theory and Practice, Human Resource Management, Organizational Theory, Design & Change, Conflict Management • Master's Thesis: Web 2.0/Enterprise 2.0 integration into internal Knowledge Management initiatives CALIFORNIA STATE POLYTECHNIC UNIVERSITY, Pomona, California Bachelor of Arts Psychology; Minor: Criminal Justice and Corrections • Dean’s Honors List 1997
AFFILIATIONS Project Management Institute – Los Angeles Chapter, Society for Technical Communication, Pasadena Toastmasters Club 6
PROFESSIONAL EXPERIENCE UBIQUITI NETWORKS, San Jose and Orange, California 2011 Sr. Analyst and Technical Communicator – Marketing • Managed customer-facing marketing communication projects for wireless hardware (PtP, PTMP & WiFi Bridge and Router modes) and software products (AirOS™ station firmware and UniFi™ scalable WiFi system) involving LAN and WLAN implementations. • Organized and developed Quick Start Guides, User Guides, Datasheets and Training Materials in support of Marketing, Product Development, and Support initiatives thereby reducing calls and emails to the Support center. • Coordinated and maintained departmental schedules of documentation deliverables using Google Docs: http://docs.google.com resulting in improved productivity and reporting of productivity metrics. • Improved knowledge and content management using Dropbox and custom-built content taxonomy/categorization model: http://www.dropbox.com improving findability of information by all designated employees. • Successfully organized, facilitated and evolved departmental policies, procedures, templates and style guides resulting in quicker production of deliverables. CITY NATIONAL BANK, Los Angeles, California 2009 - 2011 Documentation Consultant / Knowledge and Content Manager – Business and Technology Services (BATS) • Managed technical communication projects across internal and external initiatives for Application Development, Application Support and Project Management Office within BATS. • Specialized in the development of System Overviews, Implementation/Deployment Instructions, Release Notes and Workload Automation documentation in support of Application Support (Level 2) and Application Development (Level 3) initiatives providing contract and staff employees quick access to information about design and repair of in-house and off-the-shelf customized applications. • Consistently consulted with Application Development, Application Support and Project Management to improve the usability of knowledge and content on the Microsoft Office SharePoint (MOSS) portal including application documentation, wiki libraries, knowledgebase entries, tools/templates and workflows. Effectively imported content from legacy file shares, converted paper-based documents into wiki articles, expanded taxonomies/categorization models and applied metadata for improved searchability, findability and context. All activities improved employee communication, collaboration and reduced time spent in restoration of malfunctioning applications. MYSPACE, INC., Beverly Hills, California 2008 – 2010 Documentation Consultant (2010) Content Manager/ Senior Technical Communicator – Engineering (2008-2009) • Managed technical communication projects across internal and external initiatives using the organization’s Scrum processes. • Instrumental in leading the MySpace Developer Platform Content Team in the production of documentation used by the MySpace Developer Community to create custom applications for the MySpace Developer Platform and MySpaceID.
•
•
•
Analyzed existing business practices on the MySpace Developer Platform and instituted reengineered workflow-based documentation development, editorial and review processes for the Content and Community Management teams. Improved Technical Communicator productivity by managing a cross-team documentation and editorial standardization effort that developed tools including templates, style guides, glossaries, policies, best practices and procedures. Defined the evolving role of Technical Communication at MySpace on the internal Wiki portal/knowledgebase. Defined and expanded content taxonomy. Expanded the Microsoft Office SharePoint (MOSS) portal to include new tools, editorial workflows and company logos/graphics. Specialized in the creation of Engineering and QA documentation and provided editorial services for internal and external customers utilizing traditional and Web 2.0 strategies resulting in improved quality and customer satisfaction.
XDIMENSIONAL TECHNOLOGIES INC., Brea, California 2004 – 2010 Management Consultant (2008 – 2010) Technical Documentation Manager – Research & Development/Technical Operations (2004 – 2008) • Managed technical communication staff and projects across internal and external initiatives. • Conceived of and founded the Technical Documentation department within Research and Development including the establishment of policies, procedures, templates, style guides and hiring Technical Writers and Graphic Designers. • Typical deliverables produced included: functional specifications, reports, interactive forms, checklists, presentations, diagrams and visual communications. However, documentation services were made available organization-wide and provided as resources allowed. • Planned, developed and managed the company-wide intranet portal and introduced content management methodologies/taxonomies using Microsoft Office SharePoint (MOSS) Web Parts, and lists/libraries. Instituted workflow-based documentation development, editorial and review processes for the SDLC (Waterfall) used across departments. • Responsible for completing special projects for the Executive team by researching and providing electronic content retrieval and print-based binders of all needed documentation for compliance with the Statement on Auditing Standards (SAS) 70 thereby assuring C-level and operational compliance for the organization. • Reduced customer support phone and email incidents by leading redesign of product help systems and user guides, resulting in salary savings by downsizing the support team by 50%. • Instituted metrics for reporting Technical Writer and Graphic Designer productivity by capturing all deliverable and task requests using a custom implementation of Axosoft Ontime. • Provided documentation development and editorial services for content, organization, layout, accuracy and style throughout the organization resulting in improved quality and customer internal/external satisfaction. EARTHLINK, INC., Pasadena, California 1998 – 2004 Senior Technical Communicator – Project Management Office, Operations Documentation, Network & Data Center • Designed and developed technical communication deliverables to improve network/system uptime, process effectiveness and successful project completion. • Coordinated project management efforts including the creation of business/product requirements, functional specifications, project management plans, flow charts, policies and procedures, user guides, surveys, reports, online help and various diagrams.
• • •
Analyzed and documented network and data center infrastructure with Network to identify and implement process improvement opportunities resulting in data center hardware cost savings. Conducted testing on Web projects, providing detailed feedback on user experience. Improved productivity by training junior technical communicators in document and diagram development.
EARTHLINK, INC., Pasadena, California 1998 – 2000 Quality Management Supervisor – Member Relations • Successfully directed 20 Technical Support Quality Management Specialists with responsibility for Support Center call and email monitoring, ensuring performance and operational efficiency. • Coordinated immediate and long-term projects for Quality Management (QM) and Member Relations. Analyzed and reported on qualitative and quantitative data trends to Executive Management, Support Services and Marketing. • Participated in the implementation of an automated QM system resulting in staff expenditure cost savings by transitioning 2,000 local call center positions to outsourced call centers. PROFESSIONAL CERTIFICATIONS Certification Agile/Scrum SDLC Training Management Training/Leadership Development Information Mapping and Structuring User Documentation UNIX Fundamentals Network+ Certification Certified Microsoft Visio Specialist Issuing Authority Rapid Scrum via MySpace, Inc. EarthLink, Inc. Information Mapping Institute (IMI) Learning Tree University Learning Tree University Learning Tree University