Mandy Wells mandy@theverbalist.com
As a technical writer with enterprise-level experience and start-up enthusiasm, I create documentation that adds value through improved experiences for all levels and types of users. I understand complex technologies and explain them using clear business logic in a highly accessible format, crafted for specific user groups. I am a flexible writer, with the ability to multi-task, and work with humour under pressure. I have a proven track-record of delivering high-quality content that provides the information users need, from detailed help, training, and business documentation, to highly-technical development documentation.
Skills		· Documenting complex, enterprise-level software for both highly technical development and non-technical business users · Architecting information to ensure it is both accessible and reusable, using structured authoring, and content management single-sourcing technologies, including DITA and HTML · Proven skills in project and client management, critical-thinking and communication	· Proficient in DITA, FrameMaker, Adobe products, content management systems, MS Office, and RoboHelp · Unique combination of expertise in technical, training, customer support, marketing, and script writing · Writing, editing, tracking and versioning technical and training documentation for a variety of user types
Career Achievements		· Developed, organized and managed the delivery of documentation for two different products in one timeframe, leveraging single-sourcing to create documentation for the two products from one file set, improving consistency, usability, and time to delivery. A limited set of this documentation is available at: o http://publib.boulder.ibm.com/infocenter/mdm/v9r0/index.jsp o http://publib.boulder.ibm.com/infocenter/mih/v9r0/index.jsp · Managed the conversion of a 1,000,000 word documentation set to DITA, and the revision of the content to the new corporate style, establishing and working to an aggressive schedule, ensuring that we met targets in order to translate and deliver the documentation in 11 languages · Created a planning and implementation guide intended for a non- technical business audience that became a critical part of the documentation set for both business and technical users · Primary writer of several sets of software documentation, in on-line and paper-based formats, including documentation for LiveSite Creator, which received a five-star review from ZDNet · Project manager and editor of a writing team for several procedure, policy and user manuals, producing source material for the writing team from subject-matter expert interviews and documentation, planning and implementing project schedules to use the writing team's time effectively, and editing drafts and incorporated revisions from clients
Experience
IBM IBM InfoSphere Master Data Management Server provides centralized management for multiple data domains across a wide set of business requirements where trusted data is required. IBM InfoSphere Master Information Hub supports the customizable management of master, reference and transaction data with highly flexible and adaptable capabilities for managing data to meet company-specific requirements.
First Line Manager, Team Lead, Senior Technical Writer 2006—2010 Lead a team of four writers, some working remotely, creating and maintaining the documentation set for InfoSphere MDM Server and Master Information Hub, leveraging single-sourcing and DITA to create documentation for two different products, which improved the consistency and quality of the documentation, and increased the speed of delivery. Mentored new writers who joined our group, and interlocked with other IBM groups to provide documentation support, improve team processes and to share our best practises.
Highlights	· Implemented the creation of a documentation database, which improved the processes for creating and revising documentation, traceability on changes, and tracking metrics · Spear-headed the automated generation of the data dictionaries, key documents for the product, which greatly increased the quality and consistency · Worked with the software developers and business analysts to improve the usability and content for several product GUIs · Rebranded the documentation, ensuring that only relevant and best of breed IBM corporate standards were applied · Managed the conversion of the documentation from MS Word to DITA. · Participated in organizing several knowledge-sharing conferences for IBM technical writers · Created and developed boot camps for cross training writers and sharing best practices

DWL DWL developed customer data management software for the banking, insurance and telcom industries.
Senior Technical Writer 2003—2006 Wrote and edited the documentation set for the DWL Customer product. I revised this highly technical documentation to a task-based format, working from internal development material, collaboration with the product support team, SME interviews and other sources.
Highlights	· Created a planning and implementation guide for the product that became a critical part of the documentation set · Architected and converted the documentation set to a single-source format, and created the first on-line version of the documentation, allowing users to find necessary information much more easily · Worked with the Training department to improve the quality and consistency of their course material
Algorithmics Algorithmics develops enterprise-wide financial risk management software for financial institutions.
Technical Writer—1 year, Marketing Writer—3 months 2002–2003 Created task-based reference manuals for Algo’s database, and their XML-based language. I developed this documentation for a technical audience, working from internal development material, SME interviews and other sources. Edited Solution Guides, detailed product descriptions for qualified customers.
Highlights	· Developed a preliminary design for a company knowledge base · Created sales sheets, a departmental style guide, and web-accessible list of client information
Valadeo Valadeo provided browser-based content and customer management applications.
Technical Writer 2000—2001 Developed on-line and paper-based end-user documents for the Windows and Web edition of LiveSite Creator working from development material, product testing results, interview notes and other sources.
Highlights	· Provided direct support to customers through email and on-line forums · Researched, wrote and edited marketing collateral, white papers, RFPs, and other documents to communicate with potential customers · Created and maintained departmental intranet sites to facilitate knowledge management within and between departments
Procedures Plus Procedures Plus works for clients in a wide range of industries, creating technical documentation and other content, including user guides, policy and procedures and training material.
Writer and Editor—3 years, Team Leader—1.5 years 1996—1999 As team lead, consulted with clients for project management, information gathering and revisions, and planned and implemented project schedules. Assisted in selecting and interviewing candidates for writer positions. Trained new employees as writers, and supervised and edited team writers. Worked with employees to define goals, and evaluated employee skills. As a writer and editor, developed on-line and paper-based documents working from source material, SME interviews and other sources. Researched, wrote and edited articles, promotional material and other documents for on-line and paper-based delivery. Provided substantive editing and proof-reading of manuals, articles and other documents.
Highlights	· Primary writer of an on-line procedures and policy manual for a U.S.-based chain of banks, synthesising source material from six different banks, editing and incorporating revisions from the client, then converting the manual to an on-line hypertext format, within the 18 month project deadline
Freelance Writer Created user guides and on-line help for several companies. Created marketing and publicity material for bands and artists. Researched and wrote articles for various publications
Highlights	· Short-term technical writing contracts for several companies, creating documentation for highly technical audiences and inexperienced end-users · Editor for Books of the Dead press · Developed and produced publicity material, including news releases, newsletters, publicity kits, posters, and programs
Education	I have completed courses in Information Architecture, E-Learning and Technical Writing. I hold a Bachelor of Applied Arts degree in Radio and Television Arts from Ryerson University, and an Honours, Bachelor of Arts degree from Trent University, where I graduated on the Dean’s Honour List.
Volunteer Work	I am a long-standing member of the board of directors for Theatre Rusticle. As a director, I assist in fund-raising and performance events, and planning the direction of the company. I also volunteer with Look At Me Now, a local group that provides aesthetic services to women in shelters, drop-in centres, and other community agencies. In the dark of night, I’m the bass player for High Heels Lo Fi, dork-rock at its finest.