KAREN BOWEN

In a SAFe Agile environment, I authored and edited new technical documents for Seagate’s Lyve storage technology portfolio for data and device management

• As the Staff Writer, I started the position as the sole technical writer for a new Seagate initiative
• As the team grew, I coordinated program planning and documentation deliverables for global teams and represented the teams in key stakeholder meetings
• Engaged subject matter experts, product management, and other key stakeholders, locally and globally, to drive the strategy and planning for product documentation
• Tools: MadCap Flare and Central; TechSmith SnagIt; G Suite; Microsoft Office 365; Brainshark; JIRA Coursework: SAFe for Teams; SAFe Scrum Master 4.5

As a member of the Configuration and Data Management Process Improvement Center, I developed and documented business processes and training materials to support the Dream Chaser program – a reusable space plane designed to deliver cargo to and from the International Space Station

• Worked with internal teams to obtain an in-depth understanding of supplier contracts deliverables and cross-functional reviews
• Managed business process improvement initiatives to streamline workflows and minimize tools disruptions in order to permit engineers to focus more time on reviews instead of the tools required to maintain configuration control
• Developed user guides and training materials for Windchill Product Lifecycle Management (PLM) and JIRA issue tracking software
• Developed and delivered tool improvement recommendations for JIRA and Windchill

As the sole technical writer in KIOSK’s Software Development group, I authored and edited technical documents collaboratively with various departments including Managed Services, Sales, and Marketing

• Created, maintained, and standardized customer-facing materials including user, administrator, troubleshooting, and installation guides for KIOSK custom software solutions
• Identified, documented, and diagramed the current Amazon Web Services (AWS) microservice architecture for customer sales presentations and internal development training
• Created user and administrator documentation for KIOSK health monitoring software
• Tools: Microsoft Office including Visio and SharePoint; Azure DevOps; AWS Hosting; SnagIt Certifications: Certified Scrum Product Owner (CSPO)

• In an Agile/Scrum environment, I authored and edited technical documents and web content for the rollout and rebranding of niolab's innovative IoT software platform
• As the sole technical writer, within the first month of hire, created an online Help system using GitHub and GitBook for the beta product
• Created and maintained customer-facing materials including online help, installation and upgrade procedures, workshops, and API documentation

• As a member of the Information Security team, developed guides, training, policies, and procedures to support critical security initiatives
• Developed Information Security Policy and Standards based on ISO 27000:2013
• Implemented a communication and training plan to deploy a Mobile Device Management (MDM) and Identity and Access Management (IAM) integration for the bring-your-own device program for Android and iOS platforms

• Developed new documentation for Towers Watson's human resource talent and reward management software as a service (SaaS) products
• While the software had been in development for over 5 years, no documentation existed for the project
• Created style guide to lead the effort to standardize practices and procedures to develop consistency between authors

• As the sole technical writer, authored and edited technical documents for LogRhythm’s security information and event management (SIEM) enterprise software solution for network security and compliance
• LogRhythm awarded 5 out of 5 stars for documentation in SC Magazine (2012, 2013, 2014)
• Developed and updated internal documentation such as product requirements and specifications, testing specifications, test plans, and change requests

• Developed and edited use cases; and executed tests during nights and weekends in order for the QA department to meet deadlines
• Developed instructor-led training, instructor guides, online help, and supporting materials for Enovia Compliance software
• Reviewed and rewrote all error messages and tooltips to improve the customer experience

• Created documentation and co-managed international call center HP Upline (a cloud-based data protection, remote access, and collaboration software)
• Produced and edited customer-facing materials such as user guides, FAQs (pre-purchase, installation, and troubleshooting), product data sheets, and website copy
• Developed and updated internal documentation such as help desk procedures, product specifications, usability testing specifications, incident reports, and support decision trees in an Agile environment

Transitioned customer service centers, on-site support, and hardware asset management functions to IBM single point of contact centers for several Fortune 500 companies