PROFILE

More than ten years professional experience in technical writing specializing in
gathering, analyzing, and translating data into readable documents, articles, and
help articles. Advanced use of clear and concise written and oral communication
methods. Experienced manager with a proven track record of completing projects
ahead of schedule through project management. Exceptional problem analysis and
resolution.

EXPERIENCE

Loss Prevention Lead, Kmart, Great Barrington, MA               2009 - 2010
Improved overall store profitability by conducting audits on operational
processes. Conduction investigations through review and analysis of evidence for
both internal and external theft. Established a culture of safety within store
and sponsored training on identified unsafe practices. Conducted coaching
interviews with employees to help improve processes. Reported on process changes,
apprehensions, investigations, and audits weekly and monthly to store and
regional management.

Web Developer, McKay School, Brigham Young University, Provo, UT	2008
Conducted meetings with department heads to determine website needs and to
report on progress of projects. Established timelines for new and existing
projects. Assigned projects and tasks to co-workers. Followed up on all tasks and
projects and reported back to team manager and department heads. Conducted
periodic security reviews and identified threats to website security. Researched
solutions to identified problems and implemented changes.

Contract Writer, Crystal Springs Addiction Recovery Centers, Springville,
UT	2008
Researched material on addiction treatment and recovery. Created marketing
pamphlets and advertising campaign to expand customer base. Determined core
components of projects and created tasks and timelines. Conducted weekly meetings
to determine direction of project, report on tasks, and adjust timelines.

Technical Support Representative, Bluehost Inc., Provo, UT      2007-2008
Successfully answered more than 10% of all calls coming into call center and
held a customer satisfaction rating in excess of 95%. Identified by company
training department as top representative. Had calls monitored and used by
training department as training tools for proper call quality. Trained new
employees on research, call flow, and problem resolution.

Contract Writer and Audio Producer, Arclite Labs BYU, Provo, UT	2007
Researched language theory of I.A. Richards. Created character set and town for
cartoon scripts and prepared sheets and information for other writers. Edited
scripts for content and story and offered suggestions for improvement in writing,
story, and approach. Tailored scripts for specific learning word sets for English
as a Second Language learners. Wrote scripts using specific words and actions.
Cast audio talent. Produced audio recording.

Research Assistant, SAAS, Brigham Young University, Provo, UT   2006-2007
Researched literature on student first-year college experience and how to help
first generation students succeed. Provided new literature, findings, and
analysis to editor and contributing authors. Edited submitted chapters for
content and length and provided transitions for edited passages. Established
project timelines and held meetings to report on progress of the manuscript.

401k/403b Representative, Fidelity / Volera, Merrimack, NH	2005
Top performing associate within team with highest call volume per day and on
average as well as quickest call times with highest customer satisfaction scores.
Assisted customers by making desired trades between Mutual Funds. Educated
customers on laws surrounding 401k and 403b retirement plans. Advised customers
on laws regarding borrowing money from 401k and 403b.

Contract Writer, Lincoln-Woodstock Chamber of Commerce, Lincoln, NH	2005
Collected monthly news items from Chamber members and directors and edited for
content and clarity. Researched and wrote articles for newsletter. Added
highlighting to keywords and concepts for clarity. Edited HTML to improve visual
style and flow and to correct existing issues with HTML document.

Contract Writer, Unishippers, Salt Lake City, UT	2004
Researched desired Unishipper corporate practices by holding periodic conference
calls with all successful franchise owners and operators, using existing
corporate literature, and by reading published material on sales and marketing.
Integrated suggestions of franchise owners, corporate material, and literature
into a training book for all franchise operators. Edited content of other writers
on project for clarity, direction, and coherence of language.

EDI Specialist, C.R. England Inc., Salt Lake City, UT           2003-2004
Reviewed Electronic Data Interchange (EDI) error tables for failed transmissions
and researched problem. Retransmitted data to customers. Researched persistent
problems, database issues, and EDI related issues. Conducted weekly and monthly
meetings on progress of project. Created reporting template on errors and fixes.
Submitted reports daily for executive review.

Technical Writer, World Net Services, Sandy, UT	2002
Researched content for an ebook on online auctions and wrote ebook, Winning with
Online Auctions. Book has been distributed to thousands of readers. Researched
current trends and literature on starting a business and marketing practices and
wrote books on both topics. Book was added to literature for existing customer
base. Edited material for weekly e-newsletter. Created email advertising
campaigns and submitted to partners for approval. Expanded business by more than
3% through successful advertising campaigns.

EDUCATION

Brigham Young University, Provo, UT, Bachelor of Arts in English, 2008
Fairfield University, Fairfield, CT, Masters of Fine Arts in Writing, 2011

SKILLS

Project Management, Microsoft operating systems, Apple Operating Systems through
OS X, Linux and Unix/FreeBSD. Microsoft Office suite, Apple iWork, OpenOffice. I
am experienced on Dreamweaver and HTML programming and have experience with PHP
and MySQL, Photoshop and Fireworks. Experience with SMTP and FTP and web
security.