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My Resume

Lorelei Shannon

Experienced Technical Writer and Editor skilled in creating user assistance content, documentation, web content, and communicating complex ideas in simple, elegant ways

 

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WORK EXPERIENCE​​

2019​-2020

DISYS Staffing for Microsoft

Content Manager for Microsoft Learn

  • Edited and cleaned up content for learning catalogs and learning paths for Dynamics 365, Power Apps, Power BI, and more.

  • Scaffolded content for use with GitHub.

  • Published content on GitHub.

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2018-2019​

GE Healthcare/Athenahealth

Technical Writer and Consultant for Centricity EMR and Centricity CPS

For GE Healthcare:

  • Assisted the technical writing team during the separation of GE Healthcare and Virence Health wherever needed.

For Athenahealth:

  • Updated and maintained monthly Knowledgebase release notes for Centricity EMR and CPS.

  • Updated and maintained monthly Observation Terms release notes.

  • Edited and updated patch and hotfix release notes on an as-needed basis.

  • Wrote feature descriptions for Centricity software.

  • Wrote new help topics and update exiting topics for Centricity software using Madcap Flare.

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2014-2018

Seagull Scientific

Senior Technical Writer for the BarTender suite of software

  • Wrote help topics for the BarTender Suite, a complex and sophisticated printing and labeling software. Help was created using Madcap Flare, an XML-based editor.

  • Wrote scripts for customer-facing instructional videos.

  • Assisted in organizing help systems for various aspects of BarTender Suite.

  • Wrote multiple white papers for various aspects of the software.

  • Assisted in preparing help systems for localization using Madcap Lingo.

  • Edited and updated several sections of the company knowledge base.

2013

MUSIC Group

Content Writer for behringer.com and bugera.com music equipment websites

  • Researched and wrote product descriptions for websites

  • Researched and wrote general interest blog articles, including human interest, humorous, and informational / instructional pieces.

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Content Writer for behringer.com and bugera.com music equipment websites

  • Researched and wrote product descriptions for websites

  • Researched and wrote general interest blog articles, including human interest, humorous, and informational / instructional pieces.

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2012-2013

AT&T

Lead (sole) Writer for AT&T IP Flexible Reach Customer Portal release 3.0 online help

  • Completely redesigned online help system, including information architecture and documentation plan, to accommodate many new features.

  • Worked with SMEs, developers, and Test to research new help content

  • Wrote 250 topics for three separate help systems, customized for different user types

  • Wrote all contextual help and error messages, and help images for new release

  • Guided and tracked topic progress through SME, Brand, Legal, and Stakeholder review using Sharepoint

Lead Writer for AT&T IP Flexible Reach Customer Portal release 2.1 online help

  • Created 94 online help topics for three related help systems, working with another writer; took over as sole writer after initial drafts were complete

  • Worked with SMEs, project managers, developers, and testers to verify accuracy

  • Worked hands-on with publishing team to migrate topics into Teamsite (a publishing application), and to format all topics

  • Created 300+ images and screen captures for printable help PDF files

  • Wrote scripts for “Quick Tour” videos about the Customer Portal

T-Mobile

2011

Writer/Editor for Consolidated Network Architecture team (short term contract)

  • Helped to create template for Consolidated Network Architecture overview documents

  • Worked with SMEs to gather information for a total of 56 technical documents

  • Took raw information provided by SMEs to assemble, format, edit, and in some cases write sensitive technical documents for executive review

  • Cross-correlated documents for a comprehensive, coherent, and understandable overview of T-Mobile’s Consolidated Network Architecture

Norman Cohn Sales Training

2011

Writer for book Sales out of Service (short term contract)

  • Researched facts, extensively interviewed SME, compiled information, and wrote 100,000 word sales training book

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2010-2011

Microsoft

Technical Writer for Microsoft Answers team (short term contract)

  • Wrote Code of Conduct and FAQs (including Help) for Microsoft Answers forum

  • Created Answers forum white paper for distribution to other Microsoft teams using Microsoft Publisher

Rhapsody International Incorporated

2010

Technical Writer and User Communications Specialist for cutting-edge digital music company

  • Assisted with Rhapsody’s split from RealNetworks, including writing Help and knowledge base articles for members of both the Rhapsody and RealNetworks teams

  • Created Help systems for the Rhapsody music software and Rhapsody.com using Microsoft Word and Madcap Flare

  • Created Help systems for Rhapsody’s mobile phone applications

  • Wrote FAQs for many Rhapsody products and services

  • Wrote the style guide for the Rhapsody Knowledge Base

  • Managed the Rhapsody Knowledge Base—over 700 articles

  • Wrote new Knowledge Base articles when requested by QA or developers

  • Created Flash-based tutorial movies

  • Managed the Customer Service Hub Page, which was updated weekly based on customer feedback and new content

  • Worked on all Rhapsody projects in a Scrum/agile environment

2004-2010

RealNetworks

Senior Technical Writer and User Communications Specialist for pioneering software company specializing in streamed content.

  • Created Help systems for Rhapsody music software and Rhapsody.com using Robohelp

  • Acting project manager for Rhapsody Help for a period of three months, after the head of the department left the company

  • Wrote and edited in-product messaging

  • Helped create style guide for all RealNetworks user-facing documents

  • Edited specs, guidelines, and policy documents sent to RealNetworks’ partners

  • Created web content and FAQs for various RealNetworks landing pages

  • Wrote descriptive and advertising copy for various RealNetworks partner products

  • Created Flash-based tutorial movies

  • Worked in Scrum/agile environment starting in 2010

1996-2004

Self Employed

Freelance Writer and Editor

  • Created web content and edited articles for Microsoft’s xBox website

  • Wrote , sold, and edited various fiction and non-fiction pieces to diverse markets

Sierra Online

1991-1996

Game Designer and  Scriptwriter for leading computer game company (1993-1996)

  • Co-designed and wrote all scripts and dialog for “King’s Quest VII,” an interactive role-playing computer game

  • Co-wrote scripts and dialog for other Sierra games such as “Laura Bow 2,” “Police Quest,” and “Pepper’s Adventures in Time”

  • Wrote and designed live-action computer game “Phantasmagoria 2: A Puzzle of Flesh,” including puzzles, dialog, and 600-page interactive script

Technical and Magazine Writer (1991-1992)

  • Writer for Sierra’s in-house magazine, “Interaction”

  • Worked with developers and artists to create walk-throughs, FAQs, “sneak peeks,” and other technical articles

  • Wrote fictional and entertainment articles for “Interaction” based on Sierra games and characters

EDUCATION

1987

Arizona State University

BFA in English and Fine Arts. GPA 3.87

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