TECHNICAL WRITING OVERVIEW
Peg has 20+ years' experience as a technical writer, and considers this her primary focus and expertise. Her successful technical writing projects range from banking back-shop operations, to human resource policy, to COBOL, XML, and Microsoft-based software projects and products. She is extremely vigilant towards content consistency--and makes sure any block of documentation is accurate and consistent in tone and style. She has excellent interviewing skills and considers this a vital aspect of any technical writing job. Peg's technical writing experience includes the projects described below. Additionally, Peg has the business and management background and expertise to manage large technical writing projects and teams of writers. CURRENT TECHNICAL WRITING PROJECTS For Systrends (her company's) internal software products, Peg regularly reviews and updates documentation based on system changes, updates fixes, etc. • For the Transaction Transporter T2 suite of products and the eTariff/Compliance line of products, Peg develops and revises: - Project requirements. - System requirements. - User procedures/instructions. - Training materials. • For Systrends services, i.e., our service bureau, EC consulting, and cyber security, Peg develops and revises: - Service descriptions. - Customer requirements. - Process and service procedures. TECHNICAL WRITING PROJECT HIGHLIGHTS • Bank of America—Peg interviewed staff and wrote procedures for 30+ internal operations departments. • Exelon Energy—Peg evaluated a manual billing process that was then replaced with Systrends software and documentation. This led to detailed written procedures (several iterations) and ongoing updates. • Independent System Operators SPP, ISO NE, New York ISO, and PJM tariff management consortium—Peg developed project requirements and training materials for this large FERC project; this project led to the development and documentation of eTariff. • Logica North America—Peg created user procedures to replace outdated systems manuals for several financial institution clients. • Motorola—Peg performed structured analysis and created documentation for the Motorola EDI Gateway. • Wells Fargo/First Interstate Bank—Peg developed procedures for data security, data archival, and production support. PAST TECHNICAL WRITING PROJECTS Viasoft, Inc.—Senior Technical Writer Viasoft, Inc. created systems designed to automate analyzing and understanding complex COBOL logic. Peg was hired as a Senior Technical Writer to create user-friendly procedures from complicated system specifications. While working there, Peg accomplished the following-- • Converted software documentation from various formats to IBM BookManager. • Developed a user-friendly procedure-guide format for all software products. • Developed and wrote the first Viasoft website. • Received “Development Employee of the Year” award. Bank of America/Security Pacific Bank/The Arizona Bank*—Technical Writing Department Manager, Editor, Procedures Analyst, Technical Writer Peg was hired by The Arizona Bank as a Technical Writer; she was subsequently promoted to a Procedures Analyst then Editor. She then became the Manager of the Technical Writing Department and received an Assistant Vice President title. While employed by the bank, Peg: • Managed the Technical Writing and also the Forms Management Department—which included technical writers, editors, artists, and forms designers; was responsible for all bank policy and procedures—administration, human resources, lending, operations, security, and systems management. • Edited and supervised technical writers. • Wrote policy and procedures for administration, operations, lending, security, systems management, and human resources. *During her employment, the ownership of the bank changed twice—from The Arizona Bank to Security Pacific; then from Security Pacific to Bank of America. She later worked for Bank of America--as a Systrends writing consultant (see Technical Writing Project Highlights).
CURRENT RESEARCH PROJECTS
For Systrends products and services, Peg has researched, analyzed, and documented: • EDI - Electronic Data Interchange--for Systrends initial project with Motorola and for subsequent projects and software development. This research included standards research for retail and energy clients, and for energy standards boards in the U.S., Canada, and Europe. • XML - EXtensible Markup Language (XML)--for Systrends development of its tariff management products. • FERC NOPRs - Federal Energy Commission Notices of Proposed Rulemaking--to understand FERC requirements in the development of software for tariff, report, and forms management and filings. • NERC CIP - North American Electric Reliability Corporation Critical Infrastructure Protection standards--to understand the goals and objectives in order to target our cyber security studies and consulting. PAST RESEARCH PROJECTS Peg's research and research writing as a Technical Writer, Procedures Analyst, and Editor in financial services/banking included researching and writing about new policies, processes, and systems. Peg would conduct detailed interviews with subject matter experts (technical, operations, administrative) to gain the necessary knowledge of the subject. When documenting systems, she would perform user testing (positive and negative) to understand and document what was important/essential for end user understanding and usage.