MARK RICCI
Waterford New York
518•526•9421

mark.ricci@allenoimpara.com

summary

With a background in training, writing, and management, I am adept at presenting and communicating a variety of information and concepts to diverse audiences at all levels of organizations. I have a history of management success in expanding team skills in group and one-on-one settings while also mentoring and developing company-wide staff. I have been an influential leader in championing new approaches, and I assist in the transitions by engaging management and individual members. The companies I have worked for are from industries such as government contracting, financial services, electronic commerce, entertainment, and hardware and software production.

skills and applications

Technical Writing Training and Development Online Help/On-screen Text Presentations Course/Curriculum Creation User Manuals Quick Reference Guides Voiceovers Public Speaking Customer Relations Team Leadership Mentoring and Coaching Certified ScrumMaster GoToMeeting/WebEx TeamViewer Microsoft Office Acrobat Pro Visio Illustrator Articulate 360 Camtasia

professional experience

CSRA  Menands NY
Technical Writing Manager    2011–2018
    Key Elements: Managing, Training And Assessments, Documentation And Standards
Managed a team of technical writers including editing and direction of assignments, work allocations, and administrative tasks. Developed and presented training materials to multiple teams.

  • Upgraded the skillset of the technical writing team by conducting ongoing training sessions covering technical writing, associated tools, and other topics based on both business requirements and individual assessments.
  • Successfully led the team in producing semi-annual documentation deliveries and general documentation for projects and internal efforts.
  • Wrote online help and on-screen text for web-based projects developed under Agile and provided Agile training and transition assistance.

GLOBAL CREDIT SERVICES  New York NY
Technical Writer/Trainer    2008–2011
    Key Elements:  Training On-Site and Remote, Online Help, Documentation, User Contact
Partially remote position working off-site one to two days per week. Performed multiple roles of writing and training along with design, testing, and general support. Trained users and conducted sales demonstrations using web conferencing, on-site client visits and trade shows.

  • Produced documentation including online help, quick reference guides, marketing materials, and proposals.
  • Maintained social media presence and contact with the user base for product announcements and upgrades, and was the bridge between users and developers to communicate concerns and issues.
  • Narrated training videos and edited/revised scripts.
  • Managed and added content to the company website through a CMS.
  • Tested system operation, upgrades and integrations, provided usability changes and improvements for functions and reports, and wrote requirements for new features.

SUBCONTRACTOR  Waterford NY
Technical Writer    2007–2008
Worked on small independent contracts providing technical writing and content development.

DOCUMENTATION STRATEGIES  Rensselaer NY
Technical Writer/Trainer    2006–2007
    Key Elements: Training, Online Help, Documentation, Video Tutorials
Trained users and created online help systems for a new web application for a New York state agency.

  • Conducted interactive and hands-on training sessions, and demonstrations.
  • Created multiple online help systems using Flare and produced video tutorials including voicework using Mediasite from Sonic Foundry.
  • Wrote electronic and paper documentation.

GENERAL DYNAMICS  Pittsfield MA
Senior Specialist - Technical Writing    2004–2006
    Key Element: Documentation
Wrote and edited paper and online training documentation, and maintenance procedures.

COMMERCEHUB  Albany NY
Technical Writer    2003–2004
    Key Elements: Online Help, Documentation, Video Tutorials
Created multiple online help projects using RoboHelp and video tutorials using Captivate for a web-based retail supply chain management system.

  • Customized the help projects to the configuration for each retailer’s installation and included descriptions, examples, animated gifs, and PDFs.
  • Wrote and edited user documentation, product update bulletins, state diagrams, and technical specifications.

additional experience

NITORUM CORPORATION  Norwalk CT
Training Specialist/Sales Support
    Key Elements: Training, Documentation, User Contact
Produced and delivered PowerPoint and hands-on training sessions at customer locations for all levels of users including administrative assistants, employment vendors and department vice presidents.

  • Implemented training sessions that were tailored for individual user roles.
  • Produced documentation that included white papers and other submissions.

education

Bachelor of Arts (BA), Geography/Minor in Computer Science
University at Albany, State University of New York