Douglas Blackley

Resume created on DoYouBuzz

Experiences

• Used SharePoint 2010 as framework for designing, developing & implementing:
-group-specific documentation management and retrieval site
-department-specific online desktop service request and project tracking/management form (using InfoPath)
• Using Visio 2010, maintained and created enterprise-wide network diagrams, rack diagrams, data center maps and network topology drawings.
• Created just-in-time user-focused print and online procedure documents (text and graphics) for Exchange, email encryption, network storage management, mobile communications, and multiple department-specific application upgrades and security procedure changes.
• Provided document support to Enterprise-level Disaster Response department, including application disaster test reports, ERP documents, Outlook email templates (for use in reporting and scheduling).
• Created and delivered ITIL Service Transition package template for use in Information Services.

Coordinate development of Sales process & procedures for all Business Solutions products and services; document re-engineered Commercial Broadband services national sales processes.
Identify, develop, and deliver documentation projects supporting the launch of new products/services within the commercial broadband product family; projects were divided into procedural, user support, and product technical information (using Adobe Framemaker for content development and Adobe InDesign for document layout), and process flow documents (Excel and Visio).
Started / delivered 137 documentation projects between March 2011 - February 2012. The implementation of these procedures reduced corporate expenditure by $150,000 per year as a result of process streamlining, improved process knowledge and implementation, and the elimination of redundant processes and positions.

Identify and define product knowledge requirements within Business Solutions commercial communication services, and develop documentation that effectively addresses those requirements.
I was sole writer and content manager for implementation of national corporate commercial services knowledge management system servicing business customer service agents.
I developed content, information architecture, and supporting graphics and charts, using Adobe Framemaker for content development and Adobe InDesign for document layout. I developed and presented on-line training programs (Using Camtasia Studio) to support agent adoption of the knowledge management system.
The completed system went on-line two months early, and received high praise for it’s depth, and ease-of-use.

Direct documentation projects in support of multiple new business ventures.
Identified, developed, and managed documentation plan, project scoping, documentation life cycle, technical library.
Work closely with subject matter specialists to develop and edit copy, prioritize new broadband, wireless, and cable project documentation requirements.
Write, edit, and illustrate technical documentation projects. -Manage business unit budget and other resources to ensure timely project delivery.
Identify new documentation projects within Division and implement project scheduling.
Plan, storyboard, design, present, record, catalog, and administer group webinar program.
Additional Duties: Research, prepare and submit process, product, and service articles in support of the corporate knowledge management system. Prepare competitive information bulletins for corporate sales force (outbound/inbound). Research and prepare sales news articles for inbound and outbound account executives.

Provided sole Bright House Sprint Joint Venture technical writing support. Identified, developed, and managed project documentation plan. Interviewed subject matter specialists, edited copy and prioritized new wireless communications projects; maintained project status documentation, and reported project status to senior-level management; wrote, illustrated, prepared layout, and provided copy-editing for group documentation projects.

Managed international corporate environmental, health and safety program, with International staff of eight, that encompassed:
Environmental Management
Facility Management
Workplace Health and Safety
Technical Writing
Instructional Systems Design
Corporate Training
Auditing
Quality Control/Quality Assurance
Established ISO9001 accreditation, ISO14001 accreditation, and preliminary accreditation of OSHA18001 accreditation at US and all international facilities.
Designed corporate RFP template, researched & created RFP input, constructed individual RFP responses and submitted same.
Designed corporate annual training plan, designed accompanying course materials and conducted courses. Prepared and managed all training documentation.
Additional Duties: Facilities Manager, ISO Administrator (ISO 14001; 9001, and OHAS 18001); International regulatory compliance advisor; Corporate trainer; Corporate lead environmental auditor

Manage environmental health and safety program that encompasses:
Environmental Management
Workplace Health and Safety
Instructional Systems Design
Additional Duties: Facilities Manager, ISO 9001 Internal Auditor, Public Relations and Media Liaison

Interests

Skills

Technical Writing (user requirements, specifications, user guides, help files, technical data sheets, process diagrams, work breakdown structures).
Graphic design: Technical drawings, product mock-ups, mobile app wireframes.
Instructional Systems Design: Curriculum development, eLearning design and development, support materials design and development, platform instruction.
Form Design (using Adobe LiveCycle, MS Word).
Webinar Design, Presentation, & Management.
Portfolio: https://sites.google.com/site/eportfolioblackley

Senior Technical Writer