Monica White

Technical Documentation Manager – Remote

Career Statement: I am a seasoned documentation professional with experience in several industries, but a recent focus in software. I would like to continue my career with a remote leadership role in a small-to-medium tech company that needs a no-nonsense, experienced Docs manager to help plan sprints, manage workflow, and build a productive team of writers. I am also capable of running a department of one. With many years of technical writing experience with SaaS Software Development and Operations under my belt, along with some time as a Business Analyst and Desktop Production QA, I look forward to documenting a complex technology with a company that is on the verge of disrupting the industry. Those are the most exciting opportunities; let’s share them together.

Software Technical Documentation Experience

Whirlwind Steel, Houston, Tx June 2023 – present

Program Manager – Content Management – I was given the opportunity to set up and manage Whirlwind Steel’s Document360 presence, and have found other uses as well.

• Set up and populated the QA/QC Manual in Document360 with access to internal users only in less than 3 months
• Split up and planned for three future use workspaces, populating and releasing a second for internal users only
• To be continued…

Dallas Area Rapid Transit, Dallas, Tx (Remote from Houston) April 2023-June 2023

Technical Writer – I was chosen for a short contract with DART to help the Technology Department update some policies. I left a three-month contract two weeks early to accept a position with Whirlwind Steel.

• Worked with Department Heads and other Subject Matter Experts to review, evaluate, and update Technology policies
• Provided assistance with some SOPs for sub-departments within Technology at DART
• Created, but was unable to present, a PowerPoint presentation describing the difference between SOPs and SLAs for higher level associates

Identity Automation, Houston, Tx April 2019 – August 2022

Technical Documentation Manager (2020 – 2022) – After the layoff of all other members of my team in 2020, I became the sole documentation professional at Identity Automation. This is when I was able to truly make changes.

• Tested and implemented Pendo for selected personas within the education-based software RapidIdentity
• Adopted Document360 as the final documentation solution for Identity Automation by writing articles and curating others from SMEs within the company, using a workflow to be self-sufficient moving forward for help.rapididentity.com
• Worked directly within the Product team to anticipate documentation needs based on upcoming releases and features
• Created and curated How-To videos explaining various aspects of RapidIdentity

Senior Technical Writer (2019 – 2020) – a salaried, direct-hire position for the manager who initially hired me at Pivot3 and SoftNAS

• Quickly learned the company software as well as the authoring tool Paligo to update all customer-facing product documentation after a complete UI redesign from Flash to HTML5 in four months
• Trained another technical writer on job requirements and processes with only one week of seniority
• Worked closely with UI and BE developers, QA engineers, Support, and Training staff to provide updated documentation on a complex identity management software setup
• Repurposed three fully linear documentation libraries into modular content within Salesforce for a more streamlined customer experience

Transcore, Houston, Tx November 2018 – March 2019

Technical Writer – a 6-month contract position through Insight Global

• Created, templated, and identified fields within documentation deliverables for Factory Acceptance Testing of a new tolling software being developed for multi-million dollar contracts with E-ZPass and associated toll agencies
• Researched SharePoint libraries for workshops and meeting notes to write Preliminary Design Detail Documents (PDDDs) for a proposed solution for Maryland Toll Authority (MDTA) regarding a software solution that had yet to be fully developed
• Organized and updated documentation with sparse leadership and direction based solely on best practices and observed internal procedures

Pivot3, Houston, Tx December 2014 (Contractor) – November 2018 (full time)

Technical Documentation Manager – a salaried position based on past experience with Pivot3

• Acted as the sole face of Technical Documentation for 3 years: developed, maintained, and controlled all internal and customer-facing deliverables for Pivot3’s engineering team
• Trained three contractors and one salaried associate on existing Tech Docs procedures within Pivot3
• Provided a seamless documentation workflow between Engineering and QA
• Worked closely with software developers, QA engineers, and Engineering management to produce documentation for the Pivot3 vSTAC Manager; assisted with the Acuity Help conversion
• Controlled customer-facing deliverables on the Support Portal via WordPress

Business Analyst – a tangential position based on procedure and Program Management experience within Pivot3

• Created, then trained engineers and contractors to follow, a step-by-step review process that included management signoff cycles
• Created and controlled documentation templates based on internal engineering and Program Management needs
• Worked closely with Engineering and QA to push Common Criteria Certification through Corsec

Documentation Specialist – A contract position that transitioned into salaried based on past experience with Pivot3

• Created, then trained engineers and contractors to follow, a step-by-step document request process that included management signoff in an attempt to document tribal knowledge
• Updated the entire customer-facing User Guide and documentation library to accommodate a UI switch from Flash to HTML5
• Created a full documentation library formatting overhaul to ensure that all existing customer-facing instructions would be fully and properly branded with the styles defined by Pivot3’s Marketing department

SoftNAS, Houston, Tx September 2014 – December 2014

Technical Writer (Remote) – contracted directly via O-Desk by the boss who had initially hired me at Pivot3. This was a 6-week contract, extended.

• Did a full overhaul of style and content for the Setup & User Guide based on content I had received from my predecessor
• Documented the SoftNAS product within Azure and AWS Cloud environments

Pivot3, Houston Tx June 2014 – July 2014

Technical Writer – contracted through Apollo Technical. 4-week contract, extended

• Completed an 11th-hour rescue documentation upgrade just before the Pivot3 vSTAC OS v6.5.1 release in five work weeks
• Audited, reformatted, and updated the Hardware Installation Guide and User Setup Guide for proprietary Pivot3 video surveillance storage solution in six weeks
• Interviewed and collaborated with software engineers, product designers, and other SMEs to understand and properly convey specific Pivot3 software functionalities at different levels
• Provided the company with multiple templates for consistent style and branding in future documentation
• Collaborated with the UI engineer to smooth and condense verbiage in vSTAC Manager’s online Help database

Previous Job History

NRG/Reliant – Houston, Tx September 2013 – May 2014

Technical Writer, ISO Implementation Specialist – 9-week contract

• Implemented an ISO 9001-2008 environment for an NRG company-wide audit within two months
• Trained machinists and other skilled floor personnel on use, purpose, and implementation of typical ISO regulations, documentation procedure, and benefit of ISO within the workforce

Load Systems International – Houston, Tx April 2013 – August 2013

Technical Writer – direct hire

• Wrote, edited, and reformatted installation and user manuals for crane safety equipment and its associated software applications, working exclusively with InDesign, Quark, and Q2ID plugin
• Ran LSI’s Google AdWords campaign with a $10,000/month ad spend, increasing conversions by 50% and defining SEO/PPC needs for the company website
• Assisted Marketing with graphic design and documentation projects as needed
• Reformatted existing manual structure to include more user-friendly elements
• Organized and created internal documentation procedure, structure, and follow-through capacity, including creating manual templates in English and Spanish as well as an internal documentation update priority list

Mireaux Management Solutions – Houston, Tx February 2013 – April 2013

Technical Writer – Direct Hire

• Created procedures and forms and provided document control for multiple clients in several industries, including machining, oil & gas, import/export, logistics, and chemical processing
• Trained on QMS and ISO 9001:2008 requirements for internal auditing documentation
• Provided administrative assistance to auditors, consultants, and ISO trainers prior to audits and training session
• Created, maintained, and edited documents using advanced Word, Excel, and Visio formatting

Hearst Media Services (Houston Chronicle) – Houston, Tx March 2012 – June 2012

Commercial Print Coordinator – Direct Hire

• Oversaw, organized, and processed commercial print orders for direct mail, newspaper inserts, and client print projects such as magazines, flyers, brochures, and invitations at high volumes and tight deadlines
• Learned and thoroughly familiarized myself with the proprietary Noosh interface

Valassis (formerly ADVO, Inc.) – Houston, Tx March 2005 – August 2011

Quality Control Team Lead, Desktop (2007 – 2011)

• Wrote and controlled departmental procedure documentation; trained associates on updates in classroom training sessions I designed
• Led monthly Quality Control meetings to align internal processes and procedures within QC
• Became the departmental Adobe Acrobat SME and acted as de facto technical writer for internal process documents
• Lowered printer fees and client credits by over 30% on Domino’s Pizza accounts

Senior Graphics Coordinator (2006)

• Used conflict management and leadership skills to coordinate information from multiple sources in a highly deadline-driven environment
• Pulled from knowledge of Desktop to clearly translate clients’ specifications and requirements to graphic artists
• Managed the Rural Expansion Program for the multi-billion dollar YUM! conglomerate with no client credits

Quality Control Artist, Desktop (2005 – 2006)

• Replaced existing manual tracking system with an automated Excel-based spreadsheet, decreasing QC’s record-keeping involvement time by 80%
• Evolved the job description of Quality Control Artist, increasing departmental efficiency and associate flexibility

Skills

MS Office including advanced skills in Word, Excel, Project, and Publisher; Document360 administration; Zendesk administration; Atlassian products Jira and Confluence; Paligo and Document360 web-based authoring software; Pendo administration; Adobe CreativeSuite, including Photoshop, Illustrator, Acrobat DC; PC, Mac & Linux GUI environments; various internet & FTP clients; strong critical thinking, task switching & communication skills; project management & leadership training; HTML raw code comprehension; software technical writing; Google AdWords familiarity, SEO literate, Networking best practices, hardware shipping operations, some C++

Education

University of Phoenix, Online – 2007 – 2009 – Masters of Information Systems

Lamar University, Beaumont, Tx – 1998-2003 – Bachelor of Arts in English with minor in Spanish Grammar (not fluent)

Extracurriculars

Lamar University Newspaper, Briefs Editor –1998 – 1999 – Acted as briefs editor my freshman year, the only freshman to get that position so far.

ESL Advance Houston, ESL Tutor – 2006 – This was a volunteer position teaching ESL to adults in Houston, Texas.

Freelance, Cross Stitch Artist – 2020 – present – I make fun, handmade items for friends and family because it helps me practice patience, process, and strategy.

My Spirit Animal

Tina the Technical Writer from Dilbert. This is one of my favorite strips featuring her: