Objective

To write clear and meaningful documentation for users and developers of software applications.
 

Education

University of California, Los Angeles, CA
Bachelor of Arts, Linguistics — June 1995

Webster Institute, San Francisco, CA
Certificate in Technical Writing — November 1998
 

Work Experience

User Support Specialist, International Thomson Publishing Electronic Learning, Belmont, CA
8/97 to present

• Focus on user experience in development of new products.
• Created an on-line technical support FAQ for a web program using Netscape Composer.
• Created a start-up guide for a web-based homepage creation tool.
• Compiled documentation for an XML application.
• Participated in a structured review process of a software test plan.
• Interim Webmaster
• Created procedures and processes for new releases and changes of web pages.
• Provide usage and resource statistics for website.
• Monitor status of several websites using Siteseer.
• Contact ISPs to resolve technical issues.
• Create reports from relational database (Oracle) using SQL, SQL Plus, Personal Oracle, and Access.
• Collaborate with Software and QA Engineers to address user support issues.
• Credited with decrease in customer service call volume.

Part-time Bookkeeper, Passages–A Travel Company, Los Angeles, CA
1/95 to 7/97

• Incorporated computerized methods of record-keeping.
• Maintained accounts payable and accounts receivable ledger.
• Generated performance and commission reports.

Other Experience

Student Research Analyst, UCLA Department of Linguistics, Los Angeles, CA
1/95 to 4/95

• Studied phonetic qualities of the African language, Tee.
• Recorded and analyzed phonetic data.
• Study resulted in authoring “Vowel Analysis of Tee,” published in UCLA Phonetics Lab Working Papers, Spring 1995.

Computer Skills

• FrameMaker, RoboHelp, RoboHTML, Visio, Adobe Acrobat, PageMaker, Netscape Composer, Paint Shop Pro, Borland C++, Microsoft Office 97
• DOS, Windows 3.11, Windows 95, UNIX and Mac systems
• Netscape 4.05, Internet Explorer 4.0 and HTML, Javascript