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Resume for Linda Trapasso

Linda S. Trapasso

 

[email protected]                                                               C 603-320-8033                                  http://www.linkedin.com/in/lstrapasso

 

SENIOR TECHNICAL WRITER / USER ASSISTANCE SPECIALIST

 

PROFESSIONAL PROFILE

 

Excellent writer communicating what the user needs. 10+ years of experience and an MS degree make it easy to research and gather information from engineers, team members, and users, and to collaborate for team success. Adaptable and flexible. Quick learner. Revises legacy information or writes new information. Uses information architecture to coordinate documents and online help, and to meet end user needs and deliver on time.

 

Deliverables – Product Overviews, End User Guides, Quick Start Guides, How to Guides, Installations, System Management/Administration Guides, Reference Manuals (languages, commands, developer, administrator), Step-by-Step Instructions/Tutorials, Policies and Procedures, SOPs, SDKs/APIs, Online Help, Release Notes, Reports, Errata.

 

Tools – MS Word, MS Visio, SnagIt, MS PowerPoint, MS Excel, Adobe Acrobat, MS Paint, MS SharePoint, Content Management Systems, Code Management Systems, Wikis, SGML/SDML, HTML/CSS, FrameMaker, RoboHelp, Photoshop, Dreamweaver.

 

Technology – Web interfaces, GUIs, and CLIs; Server, Distributed, and Web apps; operating systems, languages (HTML, SGML, Java, and JavaScript), Object Oriented, ITIL, storage, networking, financial, databases, video servers.

 

Writing/User Assistance

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Documented approximately 100 procedures not previously available for transfer of work to India.

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Wrote 220 billing procedures (180 were not documented) and managed files with SharePoint.

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Developed single-source UPD content via a Lotus Notes application and managed documents with SharePoint.

 

Usability/User Experience

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Gathered information from users on their issues with a client onboarding Macro and wrote requirements to resolve those issues.

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Identified client needs through online meetings and improved, revamped, and simplified ITIL-based processes to meet those needs.

 

Communication

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Conducted meetings with all levels of the business units and learned the details for their reporting procedures.

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Interviewed clients and HP personnel to understand their needs and perspectives regarding the ITIL processes.

 

Research

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Process mapped new ITIL-based client processes with the client and then developed new procedures to support them.

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Interviewed SMEs via telephone, email, and Intranet chat to gather needed information and updated the UPDs using this data.

 

EXPERIENCE

 

Technical Writer Consultant, State Street Corporation, Boston, MA                                                                                       2013 to 2016

 

Worked on the Business Analyst team responsible for an internal Dynamic Margining, Collateral Validation, and Enhanced Custody financial application set. Began with Technical Writing tasks and progressed to Business Analyst tasks. Interviewed users to learn their perspective/experience with the internal application, gathered requirements, and analyzed the data. Project management and governance tasks. Designed and wrote necessary forms, guides, and SOPs. Documentation writer for five internal software applications.

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Wrote user administration procedures and set up 100+ user accounts for internal non-production application systems. Provided these procedures to and trained the appropriate corporate groups responsible for internal production application systems. Performed user administration on internal non-production systems and trained a BA to take over this work.

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Interviewed and job shadowed users to discover their issues with an MS Excel Macro for onboarding clients to the internal application. Wrote requirements for the next Macro version. Worked with the developer to implement the Macro requirements. Tested the Macro and monitored user testing of the Macro. Trained a BA to take over this work.

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Gathered user requirements. Performed audience analysis.  Designed and wrote 55+ new internal SOPs, Quick Start Guides, User Guides, Installation Guides, User and System Administration Guides, and User Account Request Forms.  

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Stored documents in project SharePoint and posted to project WIKI. Assisted with managing items in project SharePoint and project WIKI.

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Performed governance activities, such as archiving 200+ project files and conducting 100+ internal user re-certifications.

 

Technical Writer (Contract), Stratus Technologies, Maynard, MA                                                                                                         2013

 

Worked with consultants to gather department descriptions and high-level processes for restructuring purposes.

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Gathered information by meeting with department employees. Identified department members, tasks, equipment, and more.

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Wrote department descriptions using a template from the consultants. Interviewed employees for more detailed data and to obtain process and infrastructure diagrams.

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Researched internal and external online resources for each department and added those to the department descriptions.

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Wrote a step-by-step guide for the Sustaining Engineering release process (which previously did not exist). Interviewed the engineers to learn the procedures, obtain process maps, and identify the locations of online resources. Completed this document in five business days.

 

Technical Writer (Contract), State Street Corporation, Boston, MA                                                                                       2012 to 2013

 

Wrote report production procedures for the Finance Transformation Program Management Office (PMO). Worked with Business Analysts/Financial Analysts in USA and Canada. Coached writers in Boston and Bangalore.

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Conducted meetings with all levels of the business units. Interviewed and job shadowed the BAs/FAs to understand the reporting needs and to gather steps for report creation. Report creation utilized the output from various internal tools, databases, and Excel spreadsheets.

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Developed Visio process flows and wrote step-by-step instructions for creating the reports. Validated this information with reviews.

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Observed similarities in reporting activities and brought it to the attention of the PMO and BAs/FAs. All agreed to reduce the number of reports after reviewing these overlaps. Revised the procedures to reflect this change.

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Wrote instructions for 100+ report procedures (which previously were undocumented), including screen captures and Visio process flows. Designed, developed, and maintained an MS Word template for the reporting procedures. Maintained library of completed procedures in SharePoint. Managed writing schedule and reviews of procedures with their process flows. Delivered on time.

 

Technical Writer (Contract), National Financial Services, LLC/Fidelity Investments, Boston, MA                                                 2012

 

Wrote procedures for the NF Billing group before they moved to Texas. Interviewed and job shadowed Financial Analysts in Boston and Texas to obtain detailed information. Trained an FA in Texas to take over this work.

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Determined the client setup procedure by reviewing the client contracts and various computer applications. Had walkthroughs with the FAs to verify the client setup procedure.

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Wrote step-by-step instructions with screen captures for 180 new billing procedures and updated 40 existing billing procedures. Confirmed these procedures with the FAs through job shadowing and reviews.

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Organized and maintained the completed billing procedures on the group’s SharePoint site.

 

Technical Writer Consultant, Hewlett-Packard, Andover, MA (remote)                                                                                 2009 to 2011

 

Customized ITIL-based Policies and Procedures Manuals (PPMs) to match the contracts HP made with clients for IT services. Collaborated with writing team or worked individually. Trained a writer in Costa Rica to do this work and provided job aids for same.

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Interviewed clients and HP personnel to understand their needs and perspectives regarding the ITIL processes.

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Analyzed the client contracts to determine what parts of the PPM were needed. Revised ITIL-based process maps and procedures from the template to meet the client’s contract requirements for the PPM.

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Created new ITIL-based processes to meet client demands when they were not available in the standard PPM.

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Organized online reviews of the process maps and step-by-step instructions. Revised as needed. PPMs varied in size from 15 to 50+ chapters.

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Improved, revamped, and simplified ITIL-based processes to meet client needs. Delivered on time.

 

Technical Writer Consultant, Fidelity Investments, Merrimack, NH                                                                                        2007 to 2009

 

Worked on the Process Documentation team providing User Process Document (UPDs) for internal backend office associates working on Defined Benefits and Defined Contributions for Fidelity’s clients.

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Designed, wrote, and revised the Intranet-based UPDs using a customized version of Lotus Notes, including single source content. Developed graphics as needed. Stored project and team documents in SharePoint and EDMS.

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Interviewed subject matter experts via telephone, email, and Intranet chat. Revised the UPDs using this data.

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Designed the information architecture and wrote Fidelity Intranet-based documentation for a new internal software tool. Member of team co-located in New Hampshire, Massachusetts, and North Carolina. Stored the documents on the client’s Intranet site. Nominated for Veritude Employee of the Quarter, Q3 CY 2008.

 

Legal Writer/Legal Assistant, Welts, White & Fontaine, P.C., Nashua, NH                                                                         2004 to 2006

 

Compiled and drafted legal documents and correspondence for civil litigation, estate planning, probate administration, and corporate matters. Researched legal information in LexisNexis and New Hampshire government Web sites. Performed administrative tasks.

 

EDUCATION – MS Geology, Acadia University, Wolfville, NS, Canada. BS Earth Science, cum laude, Salem State University, Salem, MA

 

PROFESSIONAL DEVELOPMENT – Software Technical Writing Certificate. Introduction to Creating Web Sites with Dreamweaver Certificate. Java/JavaScript. Human-Computer Interaction Intensive Certificate. Contextual Inquiry, Structured Documentation, ISO 9001, Information Mapping, Indexing, Copyediting. Paralegal Certificate. Landmark Self Expression and Leadership Program (SELP).

 

 

VOLUNTEER WORKFounder and Board Member, Nashua Career Network Connection (NCsquared); Bulletin Columnist and Committee Member, Religious Community; Volunteer SELP Coach, Landmark Education.