Technical Writer
SHANNON RENEA POCHRAN
------------ ------------
TECHNICAL WRITER
Experienced writer skilled in all facets of technical content delivery, including planning, testing, implementation, and management of documentation for the web. Strongly attentive to meticulous details while delivering professional results in a team-based environment. Skilled with multiple content management systems and graphic design software.
PROFESSIONAL EXPERIENCE
Technical Writer
ITAC Solutions. Under contract to BBVA Compass Bank, Birmingham AL – Banking services
(October 2016 to December 2018)
Responsible for creating and editing documentation for online internal learning systems for call center employees.
• Created, revised, and archived documentation in the company-wide Salesforce knowledge base.
• Evaluated the process for documentation requests and established procedures to improve accountability and simplify audits.
• Implemented a format for instructional information that would cater to the needs of both new and experienced employees.
• Revised the statement faxing process to reduce a time-consuming task to five minutes or less.
• Coordinated with a wide group of subject matter experts, including management, analysts, and other writers, in order to ensure quick and seamless information gathering.
Technical Writer: Advanced
Jack Henry and Associates, Inc., Birmingham AL – Makers of hardware and software for financial institutions
(March 2005 to June 2016)
Responsible for writing and editing documentation in the DITA model in an agile environment for use externally by customers and internally by employees.
• Led peer training sessions that prevented gaps in productivity by educating numerous employees on different products.
• Created instructional materials for current and future technical writers.
• Participated in creating style guidelines that standardized the documentation across departments.
• Created and implemented a review process utilizing technology that improved communication and decreased errors while reducing the review time by half.
• Served as a subject matter expert and project coordinator for a team conversion project that was completed two months ahead of schedule.
• Improved customer relations for the support department by creating twice-monthly documents of defect reports to increase customer awareness.
• Designed original graphics that are a standardized element of all documentation company-wide.
• Improved company systems by creating internal instructional materials for disaster recovery.
EDUCATION
University of Alabama at Birmingham, BS Degree, Secondary Education: Language Arts
Virginia College, Associate’s Degree, Internet Webmaster
SKILLS
Content Management Systems: XDocs Explorer, Oxygen Content Authoring System, Acrolinx, Arbortext, Adobe RoboHelp, Salesforce.
Graphics software: Adobe Photoshop, SnagIt.
Microsoft Suite and solutions: Word, Excel, Power Point, SharePoint, Visio.
Computer Languages: proficient with HTML and XML; some experience with CSS.
CHARITABLE WORK
Non-Skating Official
Tragic City Rollers, Birmingham AL – Local roller derby league
(Current)
Responsible for officiating during games and scrimmages and training new recruits in various officiating positions.
• Managed penalties being served and handled the needs of the penalty timers.
• Attended workshops in order to improve the performance of team of officials.
• Served as Head Non-Skating Official.
SHANNON RENEA POCHRAN
------------ ------------
TECHNICAL WRITER
Experienced writer skilled in all facets of technical content delivery, including planning, testing, implementation, and management of documentation for the web. Strongly attentive to meticulous details while delivering professional results in a team-based environment. Skilled with multiple content management systems and graphic design software.
PROFESSIONAL EXPERIENCE
Technical Writer
ITAC Solutions. Under contract to BBVA Compass Bank, Birmingham AL – Banking services
(October 2016 to December 2018)
Responsible for creating and editing documentation for online internal learning systems for call center employees.
• Created, revised, and archived documentation in the company-wide Salesforce knowledge base.
• Evaluated the process for documentation requests and established procedures to improve accountability and simplify audits.
• Implemented a format for instructional information that would cater to the needs of both new and experienced employees.
• Revised the statement faxing process to reduce a time-consuming task to five minutes or less.
• Coordinated with a wide group of subject matter experts, including management, analysts, and other writers, in order to ensure quick and seamless information gathering.
Technical Writer: Advanced
Jack Henry and Associates, Inc., Birmingham AL – Makers of hardware and software for financial institutions
(March 2005 to June 2016)
Responsible for writing and editing documentation in the DITA model in an agile environment for use externally by customers and internally by employees.
• Led peer training sessions that prevented gaps in productivity by educating numerous employees on different products.
• Created instructional materials for current and future technical writers.
• Participated in creating style guidelines that standardized the documentation across departments.
• Created and implemented a review process utilizing technology that improved communication and decreased errors while reducing the review time by half.
• Served as a subject matter expert and project coordinator for a team conversion project that was completed two months ahead of schedule.
• Improved customer relations for the support department by creating twice-monthly documents of defect reports to increase customer awareness.
• Designed original graphics that are a standardized element of all documentation company-wide.
• Improved company systems by creating internal instructional materials for disaster recovery.
EDUCATION
University of Alabama at Birmingham, BS Degree, Secondary Education: Language Arts
Virginia College, Associate’s Degree, Internet Webmaster
SKILLS
Content Management Systems: XDocs Explorer, Oxygen Content Authoring System, Acrolinx, Arbortext, Adobe RoboHelp, Salesforce.
Graphics software: Adobe Photoshop, SnagIt.
Microsoft Suite and solutions: Word, Excel, Power Point, SharePoint, Visio.
Computer Languages: proficient with HTML and XML; some experience with CSS.
CHARITABLE WORK
Non-Skating Official
Tragic City Rollers, Birmingham AL – Local roller derby league
(Current)
Responsible for officiating during games and scrimmages and training new recruits in various officiating positions.
• Managed penalties being served and handled the needs of the penalty timers.
• Attended workshops in order to improve the performance of team of officials.
• Served as Head Non-Skating Official.