Roberta Shroyer

408-227-6981
http://www.linkedin.com/in/robertashroyer
Summary
Technical Skills: Single-source and topic-based technical writing, Enterprise-cl
ass online help, Editing, Peer-editing, Presentations, Procedural documentation,
Content development, Information development, Proposals, SOW, Project plans, Re
search reports, Instructional design, Cross-cultural communication products, Inf
ormation architecture, Workflow analysis, User experience research, Human-center
ed design, UI design, Documentation project management, User research project ma
nagement, Proposal project management, XML, DITA
Operating Systems: UNIX, Solaris, Windows
PDLC Experience: Waterfall, Iterative, Agile
Domain Experience: Financial applications, Accounting information systems, Busin
ess applications, Auditing workflow systems, Customer Relationship Management (C
RM), Consumer products, Client/Server applications, Internet auction sites and p
ortals, eCommerce sites, Web-based applications, Defect management, Manufacturin
g workflow systems, Scientific workflow systems, Networking, Telecommunications
Experience
Roberta Shroyer & Associates
Technical Writing and User Research
2009 to Date
Providing technical writing and user research services to variety of companies a
nd start-ups.
Agile Senior Technical Writer
PricewaterhouseCoopers
Center for Advanced Research
2007-2009
Designed and built first online help systems for new project management tool for
auditors and a new document comparison tool for attorneys. Wrote Getting Starte
d Guides.
Worked through full product life-cycle in a start-up group using C#/.Net and an
Agile development method:
* Analyzed work process flows to document auditing procedures.
* Illustrated help systems and guides with original graphics and Captivates.
* Edited audit methodology guide written by a team of subject matter experts.
* Participated in Quality Assurance testing.
* Consulted on User Interface design and User Experience concerns.
* Wrote proposals for and conducted remote international usability studies.
Senior Technical Writer
Symantec
Endpoint Security Group
August through November 2007
Wrote single-source, topic-based documentation for Symantec Endpoint Protection,
Version 11.0. Created reference guides for database administrators. Analyzed wo
rk process flows to document database management procedures. Concurrent with wor
k at PricewaterhouseCoopers. Used XMetal, Vasont, and Perforce.
Senior Technical Writer
IBM / Hitachi
December 2006 to April 2007
Edited reference guide and operations manual for developers and end-users of nex
t-generation manufacturing workflow system using Word. Analyzed and mapped work
process flows from beginning to end of manufacturing cycle using Visio. Built on
line help system using RoboHelp.
Senior Technical Writer
Nokia NetCore Services
2005
Updated a single-source, topic-based documentation suite for the next-generation
of Nokia Voyager, Flexi ISN, and Access Controller. Analyzed work process flows
to document installation and maintenance procedures for network configuration a
nd management tools. Used Arbortext Epic Editor and Documentum.
Documents included the following:
* Installation guides, maintenance guides, and maintenance release notes
* Configuration guides for SNMP, interfaces, CPI blades, and system functions
* Routing and router services guides
* Monitoring, alarm, and troubleshooting guides
* Management guides for security, access, traffic, and faults
* CLI reference guide
Instructional Designer
Juniper Networks/Mentorware
November 2004 to December 2004
Developed storyboard for computer-based training (CBT) course for Juniper Networ
ks' J-Series Technical Overview for Systems Engineers. Analyzed work process flo
ws to document installation and maintenance procedures. Used Word to write; crea
ted and edited graphic illustrations using PowerPoint.
Technical Writer and Project Manager
Tec-Ed, Inc.
2000 to 2004
Managed multiple, concurrent, and long-term projects for major accounts for full
-service consulting firm. Edited work of other writers on team. Selected clients
and projects included:
* Microsoft: Designed and built enterprise-class online help system for state o
f the art inventory replenishment application. Worked through full product life-
cycle in Waterfall development environment. Consulted on user experience concern
s. Participated in Quality Assurance.
* Sun Microsystems: Designed and built enterprise-class online help systems for
two versions of next-generation defect management tool based on Siebel CRM appl
ication. Analyzed Sun's defect management processes. Created diagrams with Visio
. Conducted usability laboratory testing on legacy tool, Siebel platform, and pr
ototypes. Worked through full product life-cycle in Spiral development environme
nt. Created single-source, topic-based documentation and original graphic illust
rations based on original user research. Conducted Quality Assurance testing thr
ough-out development.
* MiFund: Authored Web content for Internet, Intranet, and Extranet use. Led he
uristic evaluation of prototype and wrote first user guide based on evaluation.
 * eBay and others: Conducted user research for various clients, ranging from Fo
rtune 500 enterprises to start-ups. Clients also included Cisco, Sun, Amersham P
harmacia Biotech, Molecular Dynamics, Yahoo!, AOL, Netscape, Currenex, PeopleSof
t, MiFund, ILOG, VeriSign, Ford Motor, J. Walter Thompson, 415 Solutions, MiFund
, and RealCentric.
* Cisco and others: Wrote winning proposals for user research and technical com
munication projects. Clients also included enterprises such as Cisco and Sun and
start-ups such as RealCentric. Capture rate = 1 in 3. Secured preferred vendor
status from Cisco.
Technical Writer
IBM Silicon Valley Laboratory
1999
Designed and built online help systems for DB2 Data Propagator and DB2 Performan
ce Monitor. Wrote Testing Suite for DB2 Management Tools. Used Arbortext Epic Ed
itor to write and used Visio to map work process flows for testing DB2. Indexed
User Guide for DB2 Installer.
Team Award
2003 Excellence Award from Microsoft Business Solutions. Technical writer on tea
m recognized for documentation of the Solomon Inventory Control System. Designed
and built new online help system for a state-of-the-art Inventory Replenishment
Module. Consulted on UI design and user task flow.
Tools
Office Productivity Tools: Word, PowerPoint, Excel, Access, Outlook, Lotus Notes
, Lotus 1-2-3
Online Help Authoring Tools: RoboHelp
Documentation Tools: FrameMaker, Quadralay WebWorks Publisher, Acrobat, Distille
r
XML Authoring Tools: XMetal with DITA, Arbortext Epic Editor, FrameMaker with DI
TA
Illustration Tools: Visio Professional, SnagIt, HyperSnap, Paint Shop Pro, Capti
vate
Content Management Systems: Vasont, Documentum, SharePoint, Subversion, Perforce
, Drupal
User Experience Research Tools: Morae, UserVue
Technical Certifications
DITA Certified, Society for Technical Communication.
Certified Usability Analyst (CUA), Human Factors International. Focus on usabili
ty of online information systems.
Certificate in Computer Information Systems, De Anza College. Focus on workflow
analysis in business and accounting information systems.
Education
MS in Technical Communication
College of Engineering
University of Washington
Focused on development of single-source, topic-based online information systems
based on original user experience research and principles of human-centered desi
gn.
Conducted user research at the Laboratory for Usability Testing and Evaluation.
Performed studies for various corporate and university clients including Microso
ft, ShopNow.com Tegic Communications (Nuance), and the UWired Center for Teachin
g and Learning Technology.
MBA
Schindler School of Business
University of Hawaii
Focused on marketing and marketing communications. Interned at Hawaiian Telephon
e where I analyzed mobile phone usage patterns in the Hawaiian Islands.
Professional Activities and Organizations
Agile Technical Writers (ATW) discussion group on LinkedIn. Founder and Manager.
Society for Technical Communication (STC). Senior Member of Silicon Valley Chapt
er and the Special Interest Group on Usability and User Experience.
Bay-CHI Chapter of the Association of Computing Machinery (ACM).
Association of Proposal Management Professionals (APMP). Northern California Cha
pter.