Resume

Nigel E. Richardson
Austin TX 78705

linkedin.com/in/nerichardson

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SUMMARY

I specialize in customer-facing help and training materials, user documentation, and in-product help. For the last seven years I have produced customer-centric online support for eCommerce and Online Analytics SaaS providers. My goal is always to create clear, concise and readable content for all levels of customer, aiming to convert them from cautious users into enthusiastic promoters.

TOOLS

  • Document publishing: FrameMaker, InDesign, Word
  • Online publishing/CMS: Confluence, Dreamweaver, Flare, RoboHelp, SharePoint, WordPress
  • Graphic tools: Captivate, Fireworks, GIMP, Illustrator, Photoshop, PowerPoint, SnagIt, Visio
  • Others: Excel, Drupal, Google Analytics, HTML/CSS, XML, JIRA

PROFESSIONAL EXPERIENCE

April – June 2014: Technical Writer (freelance contract)
ZogoTech, Austin, TX –  data analysis tools for higher education institutions
Created documentation for various user guides using Confluence and Word.

February – April 2014: Technical Writer (freelance contract)
Avention, Austin, TX – business information analysis
Responsible for all user documentation for new release of Avention.

August – November 2013: Technical Writer (contract through BrightLeaf Group)
SolarBridge Technologies, Austin, TX – commercial and residential solar technologies
Responsible for documenting new releases of solar power management hardware and software.

  • Updated multiple versions of online help for users, installers and support staff using Flare
  • Updated user guide/installation manual content for external solar panel providers using Flare
  • Updated graphic quick start guides for Australian users using InDesign and Photoshop
  • Created internal documentation, release notes, etc using Confluence

May – August 2013: Technical Writer (contract through KForce)
Haas Group International, Austin, TX – chemical supply chain management
Converted existing help system to WebHelp, created new sections on hazardous emission tracking, mentored staff in use of RoboHelp and SnagIt.

August 2012 – March 2013: Technical Writer (contract through Luna Data Solutions)
HomeAway, Austin, TX – world’s leading online vacation rentals site
Documented the HomeAway RESTful Core API for developers and consumers. Outputs included website for API calls, Confluence wiki, and updated javadoc field descriptions.

February 2010 – June 2012: Self-Help Specialist
Volusion, Austin, TX – eCommerce solutions
Set up, then managed, Drupal self-service CMS portal, reducing customer support calls by about 20% in first year.
Wrote knowledge base articles, user guides and in-product help (on subjects from basic setup to SEO, credit card processing to API integration) for Volusion’s award-winning eCommerce platform. Also created internal documentation.
Used Google Analytics and in-house reporting tool to track, measure and improve customer usage of support site and knowledge base.

 

June 2009 – January 2010: Freelance Writer/Editor
Self-employed, Austin TX
Various writing and editing projects, including ongoing help consulting with Affinegy.

January – May 2009: Help Consultant
Affinegy, Austin, TX – Home networking solutions
Created in-product help for InstaLAN 4 home networking solutions, using RoboHelp and Adobe Creative Suite.

March 2005 – January 2009: Technical Writer
Coremetrics, Austin, TX – Leading provider of web analytics
Responsible for designing, writing and maintaining online help (WebHelp, then FlashHelp using RoboHelp) and user documentation for web-based behavioral analytics and precision marketing services. Also created in-house documentation and interactive training material for developers and customer-facing support.

October 2004 – February 2005: Technical Writer (Contract)
Coremetrics, Austin, TX – Leading provider of web analytics
Documented procedures, processes and policies for database migration, backup, emergency and day-to-day data warehousing activities.

July – September 2004: Technical Editor (Contract)
IBM, Austin, TX – World’s largest information technology company
Rebranded / edited training material, converting it from PowerPoint to FrameMaker.

September 2003 – July 2004: Technical Writer
Data Junction/Pervasive, Austin, TX – Data transformation
Researched and created documentation for data integration and migration products. Created WinHelp and WebHelp using Word, RoboHelp and FrameMaker.

August 1997 – December 2002: Technical Writer, Online Help Developer
NE Richardson Ltd, Various client locations, UK
Researched and wrote business procedures, online help, user guides, reference manuals and training materials for computer hardware, software, networked systems and Windows APIs.

Created WebHelp, HTMLHelp and WinHelp systems using RoboHelp and FrameMaker, and trained and supported developers and non-technical staff to write similar documentation using RoboHelp, Microsoft Office and other software tools. Clients included the Child Support Agency, NCR Financial Services, Smart PeopleTime, National Air Traffic Systems, GEC Alstom, and the Environment Agency.

1993 – 1997: Senior Technical Writer
BACG, Leeds, UK – Supermarket and warehousing distribution
Directed activities of three staff technical writers and two contractors, producing a range of in-product and paper documentation for data warehousing systems.

1989 – 1993: Technical Writer
Driftglow Data, Various client locations, UK
Researched and wrote user guides and reference manuals for hardware and software, working alone or as key team member depending on client requirements. Clients included LEGAL & GENERAL, UNISYS, ICL, BRITISH AEROSPACE and BACG.
1986 – 1089: Technical Writer
BOS Software, London, UK – Portable business and office applications 1986 – 1989
Wrote user manuals for the entire range of BOS accountancy, business, office, and programming products.

EDUCATION

SHEFFIELD METROPOLITAN UNIVERSITY, Sheffield, UK
HND – Applied Chemistry.

GUARDIAN COMPUTING, Leeds, UK
City and Guilds – Technical Communication.