Pamela Totas
Boston,MA
Summary
Proven leader skilled in process improvement and mentoring, excelling in content management and user documentation production. Enhances workflows and stakeholder satisfaction. Spearheads global team initiatives, improving product deliverables. Proficient in Agile methodology and impactful written communication.
Overview
30
30
years of professional experience
Work History
Vice President, Product Documentation
BNY Mellon
Wellesley, MA
08.2016 - 09.2024
- Led a global team of technical writers in delivering product documentation for the Eagle product suite. Maintained the Data and Analytics product documentation wiki, which contains over 12,000 pages of end-user documentation and release notes.
- Built relationships with key stakeholders in product management, developers, quality assurance, and technical support to drive customer satisfaction and alignment with product strategy and business objectives.
- Evangelized departmental vision and goals to key stakeholders across the organization to increase visibility and gain buy-in.
- Worked with technical support to identify and implement Knowledge Base articles into product documentation wiki.
- Improved documentation processes by collaborating with product owners and development to implement workflow solutions to improve the documentation workflow process.
- Hired, trained, and mentored writers. Developed an onboarding process and created artifacts for use by global teams.
Documentation and Training Consultant
Office of the Comptroller
Boston, MA
03.2014 - 07.2016
- Tasked with designing and implementing an extensive training and documentation solution to facilitate the onboarding of users onto a new Oracle HR and finance platform.
- Collaborated with other departments to ensure smooth implementation of training programs.
- Ensured compliance with applicable laws related to workforce development initiatives.
Documentation Manager
Thomson Reuters Corporation
Boston, MA
06.2004 - 12.2012
- Produced all end user materials (user guides, installation guides, release notes, and functional overviews) for PORTIA and PORTIA Perform, from inception to production.
- Authored articles for PORTIA's customer portal knowledge base and worked in collaboration with customer support to develop and uphold a detailed collection of self-service articles for end users.
- Established a suite of processes for managing documentation projects, encompassing the production of user documentation, release notes, a review mechanism, and overall production workflow.
- Supplied the training department with source materials for training manuals, and supported the sales and marketing teams in creating marketing materials.
Senior Technical Writer/Contractor
Wellington Management
Boston, MA
05.2003 - 04.2004
- Conducted research, authored, and developed materials for end-users of a portfolio management system.
- Interviewed subject matter experts to verify the accuracy of information and organized cross-functional review sessions to confirm that objectives were achieved.
- Edited documents for grammar, clarity, content, and formatting.
Technical Writer
Fidelity Investments
Boston, MA
05.1996 - 03.2003
- Planned, researched, and produced end-user documentation for Fidelity's Institutional Brokerage group and Investment Advisor group.
- Worked in partnership with the training department to develop and update training materials, supplying trainers with the foundational content for manuals.
- Wrote and maintained online help for Institutional Brokerage Group.
- Created a quick reference card for MINT, a voice recognition system.
Technical Writer
Effix Systems
Paris, France
02.1995 - 04.1996
- Translated user guides from French to American English
- Designed, wrote, and published getting started guides to supplement the user guides
- Contributed to creating a style guide and documentation best practices
Education
Technical Writing Graduate Certificate -
American University
Paris, FranceBachelor of Arts - Communication
University of Massachusetts, Amherst
Amherst, MASkills
- Content Management
- Style Guide Development
- User Documentation Production
- Requirements Gathering
- Agile Methodology
- Editing and Proofreading
- Jira and Confluence
- Training & Development
- Template Design
- Software Documentation
Timeline
Vice President, Product Documentation
BNY Mellon
08.2016 - 09.2024
Documentation and Training Consultant
Office of the Comptroller
03.2014 - 07.2016
Documentation Manager
Thomson Reuters Corporation
06.2004 - 12.2012
Senior Technical Writer/Contractor
Wellington Management
05.2003 - 04.2004
Technical Writer
Fidelity Investments
05.1996 - 03.2003
Technical Writer
Effix Systems
02.1995 - 04.1996
Technical Writing Graduate Certificate -
American University
Bachelor of Arts - Communication
University of Massachusetts, Amherst
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