• 10+ years experience documenting software applications with an emphasis on client/server, e-Commerce, Disaster Recovery, Network Operations Centers, software services, product testing, program management, Web traffic management, Web servers, content delivery, banking & finance, Instructional CDs.

• Designed and developed documentation for all levels of management, including developers, network administrators, program managers, system & product end users, marketing and sales.

• Projects included designing and developing system administration guides, GUI guides, quick reference guides, SQL-API reference manuals, training and instruction manuals, white papers, technical cookbooks, policies and procedures, standards and specifications, HTML pop-ups, FAQs, Tips & Tricks, Quick Fix Troubleshooting, and system change notifications.

• Extensive experience with single-sourced documentation, implementing RoboHELP for online applications, and maintaining large document management systems.

Adobe suite with FrameMaker, Acrobat, Adobe Type Manager, After-Effects, Circulate, Dimensions, Frame Viewer, GoLive, ImageReady, ImageStyler, InDesign, Illustrator, LiveMotion, PageMaker, PageMill, Persuasion, Photoshop, Premier, Streamline, and Studio.

Languages   Active Server Pages (ASP), C, C++, COBOL, Common Gateway Interface (CGI), Delphi, FORTRAN, HTML/XML, HTML/XML, Java, Java Script, Job Control Language (JCL), LAN/WAN, Networking, Pascal, Perl, SQL, Visual Basic, Wireless Application Protocol (WAP/WML).

Platforms    Linux, Macintosh System 8, Microsoft Windows NT/2000/XP, MS-DOS, Netscape 6.2, Oracle 9i DB/AS/Lite, Sybase, UNIX (BSD, Solaris, HP-UX), AIX, VAX/VMS, VM/370.

Networking  Asynchronous Transfer Mode (ATM), Ethernet, Frame Relay, G.701, G.703 BNC, Internet Protocol (IP), ISDN.

Hardware     Apple iMac, DSU/CSU, IBM PC, Macintosh, NTU, Pentium 1-4 PC, PowerBook G3, RS/6000s (UNIX, Solaris), VMS/VAX, Wang VS 5000.

Training      Taught four years at the university level with courses in English grammar, American Literature, Creative Writing, SAT, ESL, and ran seminars on MS Word, Framemaker, and writing for the Web. 

Education

M.F.A. English: Creative Writing, emphasis in Fiction
University of Alabama, Tuscaloosa, AL
Program included doctorate level courses, fulltime teaching responsibilities, and serving as Fiction Editor for the nationally acclaimed The Black Warrior Review.

M.F.A. Book Arts: Bookmaking, emphasis in Print Setting
University of Alabama, Tuscaloosa, AL
Learned and practiced the traditional art of papermaking, paper designing, print setting, and book binding, using only the tools that were available in the 17^th and 18^th centuries. Created three fine arts chapbooks with content, seven books without content, and two poetry broadsides.

M.A. English: Literature, emphasis in Poetry
San Francisco State University, San Francisco, CA
Courses emphasized American literature, poetry, fiction, essays, and the editing of three school literary magazines: Transfer, Alchemy, and Ink Magazine.

B.A. English: Journalism
San Francisco State University, San Francisco, CA
Courses emphasized grammar, literature, creative writing, and Journalism.

Experience

Sr. Technical Writer / Editor  

Delta Dental, San Francisco, CA; December 2005 to June 2006

• Designed, developed and maintained the Project Central User Guide — how to use the Microsoft Project Server toolset: Project Server, Project Pro 2003, Project Web Access, and SharePoint.

• Designed, developed, and maintained the Project Managers Training Guide, which trains Project Managers, Resource Managers, and Executive Staff on various classroom training situations.

• Updated Delta Dental’s latest edition on the rules, standards, policies and procedures for HIPAA compliance.

• Developed and edited numerous FAQs, communiqués, Tips & Tricks, How-to Guides, and short-term manuals for customized procedures.

• Tools & resources – Microsoft Office 2003, Project Pro 2003 Enterprise, Project Web Access, SharePoint,  Project Server, HTML/XML, Adobe Photoshop, Illustrator, Snag It screen capture.

Instructional Designer  

Gap, San Bruno, CA; September 2005 to Present

• Redesigned and updated “Register Essentials” — the Gap’s new online Intranet training program used to train Gap, Old Navy, and Banana Republic employees.  For implementation on the “ICE” browser, this interface was designed primarily in Java Script and HTML/XML.

• Tools & resources – Macromedia Dreamweaver, Java Script, HTML/XML, Adobe Photoshop, Illustrator, ICE, and MS Office.

Sr. Technical Writer / Communications Analyst  

State Compensation Insurance Fund, San Francisco, CA; September 2004 to Present

• Disaster Recovery (DR) – Designed, developed, updated, and maintained numerous DR documents for all Network Systems units, including the monthly DR Newsletter, the Network Systems Binder with team DR Plans, DR Damage Assessment, DR Information Technology Communication Plan, DR Reference for System Administrators, the "Emergency Contact List (ECL) Outlook Form," ECL on the Web, mini laminated ECL cards for the Emergency Response Procedures; also, involved in many DR tests, walkthroughs, meetings, minutes, as well as production, distribution, and supplies.

• Network Systems CD Documentation – Designed, developed, updated, and generated four issues of this Quarterly CD, which includes all major Network Systems documentation; formatted the docs with the use of MS Word, PowerPoint, Excel, Visio, PDF, HTML, Java Script, Frontpage, Paint Shop Pro, Photoshop; maintained correspondence with 500+ CD Distribution List.

• Other Projects – Designed, developed and customized the Network Operations Manual; the concise PeopleSoft Instructor’s Guide for Creating Standard Reports; both Windows 2000 & 2003 Admin Guide; numerous UNIX documentation; updated the map system for new NetSystems floor plans; applied extensive updates to the Instruction manuals, including the Technical Writer Handbook, DR Coordinator Handbook, DR Newsletter Creation Guide, DR Binder Doc Instructions, “DR Project Doc Plan,” “DR TC Service Level Agreement,” and the “NetSys Doc CD Instructions.”

• Tools & resources – Microsoft Server & Office 2003, Visio, Powerpoint, Photo Editor, Outlook, FrontPage, and Excel; Adobe Acrobat, Photoshop, Illustrator, and ImageReady; Roxio Easy CD Creator (for CD Documentation), Snag It (for screen captures); PDF, HTML, and Java Script.

Sr. Technical Writer / Business Analyst  

Visa International, Foster City, CA; March to August 2004

• For this second contract with Visa, I designed and developed a user guide for the “Visa’s Online Enrollment and Entitlement” (VOL E&E) for their vast Intranet application. This guide is now used for online reference, maintenance and tutorials by the employees, members and clients within the E&E infrastructure.

• Wrote three runbooks for implementing the MIIS (Microsoft Identity Integration Server) solution. Together, the System, Configuration and Operational runbooks describe the step-by-step procedures used for the installation, setup, deployment, maintenance, and security for the VOL / MIIS solution.

• Met with programmers, developers, engineers, marketing personnel, and attended several weekly meetings, to research information on product development, updates, new features, as well as product fixes, malfunctions and any ongoing bugs.

• Tools & resources: MS Word, Outlook / Express, Excel, Visio, Microsoft 2003 Server, SQL 2000, Microsoft Identity Integration Server 2003, and Hypersnap-DX5 (for screen captures).

Sr. Technical Writer / Editor

Visa International, Foster City, CA; July to Sept. 2003

• Researching and updating numerous programmers guides and systems’ manuals.

• Meeting with programmers, developers and engineers to create templates and a definitive documentation on all aspects of the Visa Distributor Transaction Systems (VDTS)

• Edited all the guides to iron out inconsistencies and discrepancies in terminology, description, nomenclature, grammar, and version control.

Sr. Technical Writer / TOEFL Teacher
Working Abroad, World, August 2002 to July 2003

• While vacationing abroad, worked in various positions — mostly as an ESL teacher.

Sr. Technical Writer

Oracle Corporation, Redwood City, CA, May to July 2002

• Designed and edited content and page layouts for Oracle’s Content Management System (CMS).

• Wrote content and edited page layouts for three of the company Web sites: Oracle.com, PartnerNetwork.oracle.com, and Stage-us.oracle.com.

• Documentation included: Books: OPN User Guide, OPN Troubleshooting Guide (for Oracle PartnerNetwork clients), Personalized Portlet Generator Admin Manual (for the Operations Team), as well as Web pages for Partner Content Initiatives, e.g. “Customer Relationship Management,” “Supply Chain Management,” “Aerospace and Defense,” “Oracle9i Integration Sales Kit,” “Oracle9i Application Server,” and “Oracle9i Database.”

• Searched CMS sites for files to delete, edit, update, and fix broken links.

• Tools & resources: Adobe Framemaker, DreamWeaver, HTML hand coding, MS Word, PowerPoint, various cascading style sheets (CSS), single-sourcing, style guidelines.

Sr. Technical Writer

FaceTime Communications, Foster City, CA, March to May 2002

• Developed, compiled and generated two Robo-HTML Online Help guides for FaceTime’s industry leading IM Auditing applications.

• Documented the company server, IM Auditor, in the forms of an Installation Guide, User Guide and “Release Notes.”

• Documented the first release of the FaceTime IM Secure Desktop,” a stand alone end-user application, in the forms of an Installation Guide, User Guide, and “Release Notes.”

• Tools & resources: “Starteam” version control system, RoboHELP HTML, Adobe Acrobat, FrameMaker, FrameMaker’s Conditional Text, and Paint Shop Pro for both graphics and screen captures.

Sr. Technical Writer

Vivecon Corporation, Palo Alto, CA, July to Nov. 2001

• Developed, compiled and generated three Robo-HTML Help guides.

• Documented both Windows and Unix servers regarding changes in company specific networking data, user information, error messages, and customized Intranet search results.

• Created extensive indexes to all books, imported and re-designed numerous graphics.

• Tools & resources: Paint Shop Pro for both graphics and screen captures, Adobe Acrobat, FrameMaker, FrameMaker’s Conditional Text to prepare the guides for online access and production print management.

Sr. Technical Writer

Digital Island, Inc., San Francisco, CA, April 2000 to Jan. 2001

• Developed the comprehensive Operations Guide, covering the complete life cycle of the “Footprint” products, including installation procedures, error messages, clustering, online support and maintenance, programming specifications, developers’ quick references, content delivery infrastructure, Web hosting, wireless services, marketing and sales procedures, and the Network Operations Center’s (NOC) problem escalation guidelines and procedures.

• Led a team of four Technical Writers to develop four back-end guides for the Engineering dept., a Product Requirements Document, both functional and design specifications guides, and a white paper on Managed Internet Infrastructure.  Some documentation included interpreting and editing C++ and Java scripts.

• Documented DNS servers for network mapping of both host and domain names to the IP addresses, or to other resource record values.

• Interviewed, evaluated and recommended prospective Technical Writers for hire.

• Tools & resources: Adobe Acrobat, FrameMaker, FrameMaker’s Conditional Text, PhotoShop, Illustrator, Visio, MS Word, DreamWeaver, HTML hand coding.

Sr. Technical Writer/Documentation Coordinator

InterWorld, Inc., New York, NY, Mar. 1999 to Jan. 2000

• Designed and developed both back-end and front-end documentation for InterWorld’s B2B applications Developed and generated a small Error Messages guide for end users. Documents included: [Applications] Installation and Setup, Commerce Exchange and Workplace, Account Management, Order Management, and Product Merchandising.

• Documented clustering, server and router error messages on both Windows and Sun/Solaris network platforms. Documentation would exist online on both Intranet and Internet sites.

• Worked closely with programmers, Web designers, and all levels of management and Life Cycle. Assigned work to Junior and Intermediate Technical Writers.
  Tools & resources: Adobe Acrobat, Adobe Type Manager, FrameMaker, FrameMaker’s Conditional Text, Paint Shop Pro, Visio, MS Word, DreamWeaver, Quadralay Webworks Publisher, and HTML hand coding.

Sr. Technical Writer

Financial Technologies International, New York, NY, April 1997 to March 1999

• Documented the functional verification testing process for the six GUI-oriented applications and guides within FTI's suite of financial software products.

• Performed extensive product research, product testing, and testing the documentation itself against the applications while working closely with programmers and both upper- and medium-levels of management.

• Worked with programmers and both upper- and medium-levels of management while performing application research, product testing, as well as testing my documentation against the applications.

• Designed and developed the Interface Generator Product User Guide.

• Tools & resources: Adobe Acrobat, Adobe Distiller, FrameMaker, Paint Shop Pro, Visio, MS Word, Excel.

Sr. Technical Writer

Young & Rubicam, New York, NY, Sept. to Nov. 1998

• Designed and developed the Administration Guide for owners and administrators who use the Lotus Notes database to grant employee access to Y&R’s Management Information System and to maintain its Intranet’s firewall security.

• Designed and developed a User Guide for employees who are authorized access to Y&R’s Management Information System for inputting changes in data, such as with new client records and service pricing.

• Guides were both Web- and paper-based, for both employees/basic end users and owners/administrators.

• Tools & resources: MS Word, Lotus Notes, RoboHelp, and Paint Shop Pro.

Sr. Technical Writer

Chase Manhattan Bank, New York, NY, May to Sept. 1998

• Wrote and edited documentation for Chase’s special Y2K code-compliance program with an emphasis on policies and procedures.  Tools & Resources: MS Word, PowerPoint, and Visio.

English Instructure (TOEFL)

Overseas TOEFL, Morocco, Thailand, and Laos, Oct. 1997 to May 1998

• Taught English as a foreign language in several small cities, towns and villages, with lessons in basic vocabulary, pronunciation, grammar and rhetoric.

Sr. Technical Writer

Cambridge Technology Partners, New York, NY, July to Oct. 1997

• Updated and revised CTP’s Operations and Stored Procedures. Worked with boht Apple’s Macintosh as well as IBM compatible system’s. 

• Compiled chapters as one Master document in both MS Word / Apple Word for the convenience of programmers and marketers.

Sr. Technical Writer

National Westminster Bank (NatWest), New York, NY, Sep. 1996 to April 1997

• Authored four guides for GTMIS applications. Documentation emphasized standards & specifications and policies & procedures, for monitoring the overnight batch production of foreign exchange trades, inter-banking exchange rates, and disaster recovery data.

• Interpreted and edited C/C++, Delphi, Java, and SQL select/delete scripts. Created graphics and flowcharts with Visio, Powerpoint, Paint Shop Pro.

Sr. Technical Writer

Westdeutsche Landesbank (WestLB), New York, NY, Aug. to Sep. 1996

• Developed the bank’s responses to the Federal Reserve Examination into a manual. 

• Wrote new chapters on disaster recovery’s policies & procedures. Created flowcharts illustrating WestLB’s unique online information transference.

Sr. Technical Writer

Financial Technologies International (FTI), New York, NY, Mar. to July 1996

• Researched, documented, and edited several GUI manuals and release guides using FrameMaker, Excel, Word, and Visio.

• Developed the FTI Catalogue, a detailed list and description of all current and archived documentation for company’s software services.

Sr. Technical Writer

Nielsen Media Research, New York, NY, Feb. to July 1996

• Developed Nielsen’s user manual for “Special Target Area Reporter” (STAR), a software application used by producers at TV stations to monitor viewers’ entertainment tastes and improve relationships with corporate clients and advertising agencies. The project included testing the software functions, querying the programmer, importing over a hundred screens and pictures, and linking files and pictures into one directory.

Sr. Technical Writer

Morgan Stanley & Co., Inc., New York, NY, March to Dec. 1995

Developed a sales and marketing guide to describe “Basket Builder,” a Morgan Stanley program that gives clients the option of purchasing small lots of stock. Updated and revised the Basket Builder user guide for company clients. Used FrameMaker, MS Word, and Excel.

Quality Control Coordinator

Goldman Sachs & Co., New York, NY, July to Sept. 1995 (also July to Sep. 1994)

Employed for G.S.’ annual review process to analyze, edit, formulate, and standardize into a booklet confidential employee evaluations in the Investment Banking Division, through the use of their proprietary software.

English Instructor

University of Alabama, Tuscaloosa, AL, Sept. 1990 to May 1994

Subjects included Analytical Writing, Freshman Composition, prescriptive Grammar and rhetoric of the sentence, Creative Writing, 19th and 20th Century American Literature.

Copywriter

Database Specialties, San Francisco/Oakland, CA, June to Aug. ‘1988

Designed, developed, and frequently updated marketing manuals and advertising ads describing dBase compilers, such as FoxPro.

Portfolio and References

            Technical Writing Samples are available at: http://chriscuster.com/samples.html

            References are available upon request.