KELLY NEAL

Technical Writing • Training • Knowledge Management
805 8th Avenue Apt. 3F, Brooklyn, NY 11215
718.354.6002 | kelly@kellynealphoto.com
Print Resume • Writing Sample

 

WORK EXPERIENCE

HHA eXchange Software

Technical Writer • Knowledge Management • Employee • 2015 - Present

Updated and dramatically improved existing 400 page User Guide by enhancing usability, reorganizing content, improving consistency, fixing errors and updating functionality from a major release resulting in a more up-to-date and useable document for customers. 

Analyzed the companies knowledge management practices and made recommendations that will hopefully result in more company collaboration and customer interaction using SharePoint. 

Educated employees on best practices using SharePoint to improve the way the organization collaborates and shares information. 

Took initiative and redesigned, updated and migrated the current support website to a modern CMS platform using Wordpress resulting in greater customer usability with basic features that were missing such as search, logical content organization, forum, and FAQ database. 

Customized the new support website's Wordpress theme by editing .php and .css pages to companies specifications. 

Initiated a FAQ gathering project to leverage employee's experience with customers to create a FAQ database with hopes to increase customer satisfaction and reduce support calls on commonly asked questions. 

Supported the training and implementation team members in their documentation needs such as designing and writing Quick Reference Cards and training material.  


United Nations (UNICEF) 

Technical Writer • Knowledge Management Consultant • 2011 - 2014

Designed and wrote hundreds of pages of clear and concise end user documentation, job aids, QRCs and brochures covering all critical functionality to support a wide scale world wide deployment of SharePoint into the organization’s 150 field offices.

Managed all project documentation and created a learning portal website to host all training material, online FAQs, and key communication messages in a very user friendly and organized way resulting in much praise around the company and becoming a standard best practice for other teams and projects.

Collaborated with the UNICEF IT help desk to support many SharePoint related issues. My documentation was the primary training tool and used for reference for most SharePoint calls. 

Wrote standard operating procedures (SOP) and a 100-page end user guide servicing 1000s of users worldwide for an Approva implementation. Approva software interfaces with SAP to provision users and their associated roles as well as reporting and monitoring of Segregation of Duty (SOD) violations into SAP.

Produced, created and edited training videos explaining SharePoint and Approva and business processes. I wrote voice scripts, recorded my voice, captured screen video, edited content and published final training videos using Camtasia software. 

Created all the illustrations and screen captures to support all documentation visual requirements using Photoshop and Illustrator.

Tested and provided feedback to development team for both SharePoint and Approva by meticulously looking at the requirements, design, copy and user experience.

Wrote communication and training plans for both the SharePoint and IT Security projects.

Delivered key communications about how SharePoint changes the way UNICEF works and collaborates as well as messages about how the Approva project impacted end users access into SAP.


Agilent Technologies – Formally Hewlett-Packard

Technical Writer Consultant • 2000 - 2005

Created the following types of documents and templates: Application Design Report, End User Guide, End User Training Guide, Test Scripts, Technical Support Guide, Quick Reference Card, Online Help, Business Processes and Business Requirement Document.

Worked in team environments providing sales documentation support for multiple concurrent projects that took place in Asia Pacific, Europe, Japan, and United States.

Designed, built, and managed internal project website according to client standards. This website was used as the primary communication vehicle for a multi-million dollar project impacting over 6000 end users worldwide. 

Determined, edited, and managed web content including thousands of files and dozens of pages for subject, tone, and overall message.

Provided 24-hour support of site content including permissions and dynamic web developers.

Developed, managed, and edited weekly newsflash to communicate key project messages that was delivered to the 600-member team. 

Built training web page to deliver bi-weekly complicated system changes to end users divided into 25 categories according to job role which was made available to all 28,000 employees.

 

DA Consulting Group

Documentation and Training Employee • 1998 - 1999

Created SAP end user online documentation for clients such as Hewlett Packard, Dexter Electronics, and Cirrus Logic.
Developed SAP end user training course material including instructor guides, class outlines, class modules, and quick reference cards.

 

Photographer and Teacher 

2005 - Present

Covered breaking news, celebrity and entertainment events in New York City.
Trained and consulted over 400 private clients in photography, imaging software and book making.
Taught a photography workshop as guest lecturer at ECV Paris - École de Communication Visuelle College.
Taught a photography workshop as guest lecturer at Preston High School, Bronx, New York City.

 

EDUCATION


Master of Fine Arts • Photography and Related Media • School of Visual Arts, New York City
Bachelors of Science • Marketing • California State University Sacramento, California
Minors • Theater Arts, Journalism and Music

 

SOFTWARE 


Robohelp, SharePoint, Approva, Camtasia, Adobe Captivate, uPerform, Leaf Capture, Capture One, QuickBooks, Adobe Photoshop, Lightroom, Adobe Writer, Illustrator, Premier, Flash, Dream Weaver, Frame Maker, Apple Final Cut Pro, Microsoft Word, Excel, Access, PowerPoint, Visio, SAP and People Soft

 

LANGUAGES


HTML, CSS