Cynthia Vaughan
Technical Writer/Document Specialist
Traverse City,MI
Summary
Skilled technical writer with background in developing comprehensive documentation that simplifies complex information. Specialize in creating user manuals, help files, and online documentation that enhance user understanding and efficiency. Strengths include strong research abilities, adaptability to diverse technical fields, and capability to work collaboratively with development teams to produce accurate, user-friendly content. Contributed significantly to projects by improving document quality and accessibility, leading to increased user satisfaction and reduced support inquiries.
Overview
22
22
years of professional experience
Work History
Technical Writer III
Sagent
King of Prussia
11.2022 - 07.2025
- Successfully wrote, reviewed, and published release notes and client documentation for mortgage lending software in a SaaS environment, using MadCap Flare.
- Updated SOP documents in SharePoint, which created and enforced style guides and templates to align documentation across the company.
- Partnered with cross-functional teams to validate content and meet project deadlines.
- Authored user manual for new Loss Mitigation software sourced from Azure DevOps.
- Mentored a new writer and improved documentation processes through peer reviews and shared best practices.
Technical Writer
Fiserv
Troy
05.2017 - 10.2022
- Developed and maintained end-user content for financial software, ensuring clarity for technical and non-technical audiences using MadCap Flare.
- Coordinated with international teams to verify accuracy and completeness of technical documentation.
- Managed multiple deliverables across fast-paced projects to meet strict deadlines.
Implementation Consultant III
Fiserv
Troy
01.2012 - 05.2017
- Executed over 100 online banking and lending implementation platforms for credit union clients, ensuring timely delivery and client satisfaction.
- Delivered comprehensive client training while managing configurations and supporting go-live processes.
- Authored detailed internal documentation covering system setups, integrations, and migrations.
Software Support Analyst
Fiserv
Troy
09.2007 - 01.2012
- Supported home banking and card processing software applications, ensuring seamless user experience.
- Resolved end-user software issues, documenting technical resolutions for future reference.
- Managed service level agreement (SLA) targets while coordinating with engineering on escalated support cases.
Branch Manager
E & A Credit Union
Port Huron
09.2005 - 09.2007
- Directed daily operations of the branch, including member service, human resources, sales and marketing activities.
- Established strong relationships with members for improved service.
- Managed and inspired team members to perform to full potential, driving branch profitability.
Loan Officer and Call Center Representative
Credit Union One
Ferndale
07.2003 - 09.2005
- Reviewed loan applications daily, applying thorough knowledge of lending policies and risk-based pricing.
- Processed loan documents and verified financial information to ensure accuracy.
- Delivered real-time phone support to members regarding accounts, products, and services.
Education
Bachelor of Arts - Commercial Recreation & Facility Management, Hospitality Services Administration
Central Michigan University
Mt. Pleasant, MISkills
- Technical writing and content design
- Documentation management
- MadCap Flare and SharePoint
- HTML and SnagIt proficiency
- Adobe Acrobat
- Documentation standards and style guides
- Financial software systems implementation
- End-user communication and training
- Process improvement strategies
- Cross-functional collaboration
- Microsoft 365 applications
- Microsoft Teams utilization
- Azure DevOps familiarity
- Google Workspace skills
- Written and oral communication
- Critical thinking abilities
- Team collaboration techniques
- Time management skills
- Project planning and implementation strategies
- Adaptability
References
References available upon request.