Rochester Institute of Technology

Detailed Planner. Flexible Helper. Critical Thinker. World Traveler.

Skills: Editing · Proofreading · Technical Writing · Microsoft Office · Communication

FCC Consulting Services

Technical Writer

Operations Support- Mobile & Web Team
• Revamped the outdated user knowledge base, reducing tickets and improving user satisfaction.
• Produced plain language documentation and managed its localization to make it accessible to our international audience. Continue to maintain this content through frequent product updates. 
• Monitored article views and customer support tickets to determine where to focus ongoing improvement efforts.
• Skills: Writing, editing, critical thinking, customer support, analysis, and collaboration.
• Tools: Confluence, Google (Docs, Drive, Sheets, Slides), Helpshift, HTML, Jira, Power BI, Slack, WebTranslateIt, Zendesk, and Zoom.

Flipboard

• Processed and performed case maintenance for TennCare Medicaid renewal applications. 
• Ensured the security of PII and other confidential information, including enrollment statuses, names, addresses, phone numbers, SSNs, and immigration statuses. 
• Skills: Analysis, decision-making, customer outreach, and trustworthiness.
• Tools: Microsoft 365 (Excel, Outlook, Teams, Word) and several complex proprietary databases.

TennCare

Managed Care Specialist / Eligibility Assistant

User Experience Research Team
• Supported researchers with usability testing by recruiting, selecting, and scheduling participants.
• Managed team operations by coordinating with vendors, securing POs, ensuring legal compliance, and organizing the team’s documents.
• Analyzed the team’s vendor needs and updated our vendor contracts, saving money and improving access to tools for the UX Research, Design, Product, and Operations teams.
• Skills: Coordination, scheduling, budgeting, analysis, and persuasively presenting findings.
• Tools: Google (Docs, Drive, Forms, Sheets, Slides), Zoom, and various UX testing tools.

Upwork

Operations Manager

CS/Product/Marketing Teams
• Integrated the information from SMEs to create internal and external documentation. Ensured the participation and approval of all stakeholders for every feature and document.
• Monitored article views and customer support tickets to determine where to focus ongoing improvement efforts.
• Tracked all the in-progress product features. Coordinating with dozens of product managers was a large part of my role until it was automated using SDLC tools like Jira. When it ended, my hours were reduced from full- to part-time.
• Spearheaded other projects for each team, such as forum moderation, monthly user newsletters, and product flow maps.
• Skills: Researching, writing, editing, knowledge base maintenance, customer support, coordination, patience, problem-solving, teamwork, time management, and flexibility. 
• Tools: Confluence, Drupal, Google (Docs, Forms, Sheets, Slides), HTML, Jira, Microsoft Office (Excel, Power BI, PowerPoint, Word), Skype, WordPress, and Zendesk.

Technical Writer and Project Assistant

• Produced daily, weekly, and monthly reports for distribution to the CEO, managers of over a dozen campgrounds, and HR, Marketing, Logistics, and Operations Directors. 
• Coordinated travel, prepared communications, and screened calls for the CEO and Directors.
• Performed HR tasks such as new-hire onboarding paperwork and weekly payroll.
• Assisted Directors with marketing writing, vendor coordination, and database management.
• Skills: Report writing, travel planning, data entry, customer service, and discretion. 
• Tools: Microsoft Office (Access, Excel, Outlook, Publisher, Word) and proprietary campground management software.

Morgan RV Resorts

Executive Assistant

• Designed and wrote monthly newsletters, direct mailers, and sales handouts.
• Improved customer order forms to simplify the order process for customers and staff.
• Designed the company website and populated it with content. 
• Assisted with order management, accounts payable, and service technician logistics.
• Skills: Marketing writing, web design, and customer service.
• Tools: Adobe Acrobat and Microsoft Office (Access, Excel, Outlook, Publisher, Word).

Seeley Office Systems

Marketing Assistant

Responsibilities: Process requests for student transcripts including verifying, printing, and mailing. Assist students in adding/dropping classes.
Tools: Microsoft Office Suite, proprietary databases.

University of California, Irvine

Registrar's Assistant

Proofread chapters for an edited volume, write abstracts for chapters, and research / assemble bibliography

Editorial Assistant (Department of Philosophy)

• Produced presentation materials and announcements based on the engineer’s notes. 
• Converted the engineers’ pencil sketches into vector graphics and prepared photos for inclusion in slides and handouts. 
• Reformatted and combined the presentation handbooks for publication as Distillation Without Equations (2005, Steve Licht).
• Skills: Technical editing, graphic design, training materials, and time management.
• Tools: Adobe Creative Suite (InDesign, Photoshop), Microsoft Office (Excel, PowerPoint, Word), and OmniGraffle.

DisTech International

Technical Writer / Graphic Designer

Maintain computer lab equipment. Control supply stocks. Assist student users with hardware/software issues. Schedule, train, and supervise student employees.

Jacqueline Pittenger