EMILY DYE
Summary
Detail-focused Technical Writer with proven productivity and efficiency. Specializes in complex technical documentation, document library development, and process improvement. Excels in clear communication, critical thinking, and problem-solving to enhance understanding for diverse audiences. Strong organizational, analytical, and problem-solving skills ensure high-quality technical content and user satisfaction.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Technical Writer
CallTrackingMetrics
Millersville, MD
01.2018 - Current
- Creation and implementation of user documentation in Zendesk
- Review current document for technical accuracy
- Collaborates with team members to develop internal processes and keep them up to date in Zendesk
- Work with product team to stay up to date on new features
- Work with support team to stay up to date on processes.
Customer Support Engineer
CallTrackingMetrics
Millersville, MD
01.2018 - 01.2023
- Answers inbound customer phone calls, chats and emails regarding customer’s questions on product use, how to set up CTM’s software and triaging Tier 1 issues
- Meet expected volume thresholds for calls, chats and tickets
- Manage tickets in Zendesk to ensure customers remain informed until a resolution is put in place
- Own the resolution of issue
- Collaborates with other Help Desk team members, as well as members of other CallTrackingMetrics teams when necessary to deliver the best solution possible.
Substitute Teacher
Anne Arundel County Public Schools
Annapolis, MD
01.2017 - 01.2018
- Provides instruction to students in grades K-5, Media and Enhancing Elementary Excellence classes by following instructional plans, and materials and presenting them using instructional techniques which meet the needs of all students
- Provides an atmosphere and environment conducive to the intellectual, physical, social and emotional development of students
- Supervises students in a variety of school-related settings and activities
- Monitors and evaluates student performance.
Project Analyst
First American Title Insurance Company (Formerly TSS Software Corporation)
Annapolis, MD
01.2015 - 01.2017
- Provided a high level of customer service throughout the software implementation process including contract administration, requirements gathering, and scheduling
- Coordinated efforts of Installation and Training departments for seamless resource planning throughout the implementation process
- Updated and maintained departmental process documentation via Share Point Project manager and client services point of contact throughout the software release cycle, responsible for managing the calendar of the national software upgrade team.
Software Services Administrator
First American Title Insurance Company (Formerly TSS Software Corporation)
Annapolis, MD
01.2013 - 01.2015
- Opened and managed orders for Software Services requests
- Fielded general Software Services emails and phone calls
- Main resource for the fulfillment side of Software Services
- Provided back-up technical support for online classes and webinars
- Kept accurate and highly detailed notes on all customer correspondence
- Provided backup support to Printed Products department.
Sales Administration Specialist
BT (Formerly BT Infonet)
Annapolis, MD
01.2012 - 01.2013
- Extensive knowledge in Wizard
- Assisted in Infonet network migration by reviewed and entered migration orders daily that were submitted by sales
- Reviewed emails from order managers daily to ensure that they had the correct information to manage their orders
- Submitted revisions when sales team submitted changes to order information
- Documented progress daily to inform the sales team of migration project status.
Business Improvements Practitioner
BT (Formerly BT Infonet)
Annapolis, MD
01.2010 - 01.2012
- Developed requirements for internal applications
- Led initiative to reduce order failures during the Handover to Maintenance task phase
- Led initiative to discover and resolve why information was not flowing between systems
- Led BT One Voice project, liaising between the design and project management teams
- Led Application Assured Infrastructure (AAI) project
- Significantly improved productivity by implementing a process change for the order entry team to add specific information for the configuration team when entering orders
- Chaired daily conference calls with teams to review projects and make improvements.
Supply Order Processor
BT (Formerly BT Infonet)
Reston, VA
01.2009 - 01.2010
- Coordinated and managed 50 orders daily to ensure on-time, accurate installations
- Tested orders for accuracy
- Assisted “Business as Usual” team with orders they managed
- Initiated process improvements
- Created and updated documentation.
Senior Implementation Specialist
BT (Formerly BT Infonet)
Reston, VA
01.2006 - 01.2009
- Reviewed up to 100 orders daily for completeness and accuracy
- Coordinated and managed all orders to ensure on-time and accurate installations
- Completed pre-configurations for Cisco routers
- Interfaced with and resolved issues between the as the Sales, Technical Support, Billing and Engineering departments
- Assigned network components such as node ports, address assignments and PVCs
- Subject matter expert for IVS Encore, DIA, DSL, ATM and Ethernet Leased Line
- Supervised orders managed by order management team in Pune, India
- Trained order management team in Pune, India
- Lead Implementation Specialist on various projects for sensitive customers and two regions of a major account
- Improved productivity by implementing daily training calls.
Education
Bachelor of Science in Computer Information Technology -
University of Maryland University College
Skills
- User documentation production
- External team collaboration
- Document library development
- Content Development
- Subject matter expertise
- Process Documentation
- Documentation Management
- Editing and proofreading
- Technical Support
- Strategic planning
- Process improvement
- Requirements analysis
- Troubleshooting and diagnostics
- Remote Technical Support
Certification
Certification in Publication and Design on the Internet, Graphic Design
Certificationprovider
Anne Arundel Community College
Timeline
Technical Writer
CallTrackingMetrics
01.2018 - Current
Customer Support Engineer
CallTrackingMetrics
01.2018 - 01.2023
Substitute Teacher
Anne Arundel County Public Schools
01.2017 - 01.2018
Project Analyst
First American Title Insurance Company (Formerly TSS Software Corporation)
01.2015 - 01.2017
Software Services Administrator
First American Title Insurance Company (Formerly TSS Software Corporation)
01.2013 - 01.2015
Sales Administration Specialist
BT (Formerly BT Infonet)
01.2012 - 01.2013
Business Improvements Practitioner
BT (Formerly BT Infonet)
01.2010 - 01.2012
Supply Order Processor
BT (Formerly BT Infonet)
01.2009 - 01.2010
Senior Implementation Specialist
BT (Formerly BT Infonet)
01.2006 - 01.2009
Bachelor of Science in Computer Information Technology -
University of Maryland University College
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