Don L. Ackerman, Jr.
(952) 432 - 2477
The.Ackermans@juno.com

As a competent IT professional with over 10 years of technical writing, I have a keen understanding of software development life cycles, leading projects, and working on collaborative teams. With proven ability to work either independently or within team environments, I am accustomed to owning responsibility for projects and have a commitment to outstanding customer service.

Work Experience:

Business Analyst (June 2006 - Present)
Pearson Assessments & Testing, Bloomington, MN 55437

• Create and maintain requirement documents
• Interview stakeholders to elicit and prepare requirements
• Research user needs and capabilities
• Create and maintain traceability matrices

Technical Writer (June 2005 - June 2006)
Pearson Assessments & Testing, Bloomington, MN 55437l

• Created internal system change notes
• Created and reviewed process documents with development management
• Created process documentation
• Created and updated user guides with training leads for use in call center training
• Create and maintain documentation is information repository using Perforce

Technical Writer (August 2004 - May 2005)
3M, Maple Grove, MN contracted through Analysts International

• Create XML-based help files and edit javascript help files
• Create and update web-delivered application training (built with OnDemand)
• Review issues for impact to training and help materials
• Check in files using Rational ClearCase Explorer
• Work with offshore team to complete projects
• Write instructions and improve usability of helpdesk data collection spreadsheets

Business Analyst (November 2004 - March 2005)
Minnesota Department of Transportation, St. Paul, MN contracted through SDK International

• Reviewed and verified use cases with Business Analysts and business users
• Created single-source documentation use as test procedures then as user documentation
• Outlined methodology for improving test procedures and organizing test procedures to be leveraged in creation of user documentation

Technical Writer (June 2004 - August 2004)
Minnesota Department of Transportation, St. Paul, MN contracted through SDK International

• Created administration guides, user guides, training guides, and installation guides for reporting application
• Created test cases for reporting application
• Compiled development procedures and orientation documents for development team

Technical Writer (November 2003 - December 2004)
UnitedHealth Group, Minnetonka, MN contracted through Analysts International

• Created and update specifications and requirements for system reports
• Created single-source online help and manual explaining a healthcare planning and management software tool and setting up the software
• Managed online web-based information sharing area

Knowledge Engineer (January 2002 - November 2003)
Gelco Trade Management Group, Eden Prairie, MN 55344

• Managed implementation of new imaging solution using development partner.
• Demonstrated product via internet using WebEx. Served as liaison for all client issues, created and managed all project documentation, coordinated project meetings, and tracked all issues, and created weekly status reports
• Played key role in the web-based production and maintenance of accurate documentation, end-user training tools, and help files
• Created and maintained end-user documentation to support Trade Management products using web-based and non-web-based design tools
• Maintained Gelco Trade Management's marketing websites: www.GelcoTrade.com and www.GelcoTrade.ca
• Completed requests for proposals and requests for information for prospective clients
• Created company index (web page linking to company documents and tools)
• Organized information on network and consolidated materials
• Created templates for use by the professional services organization
• Created surveys to collect client feedback on Gelco's processes
• Volunteered free time to create & publish Gelco company employee newsletter

Contract Technical Writer (November 2001 - January, 2002)
Acumen Software Services, Inc., Eden Prairie, MN 55347

• Wrote user manuals for the Interactive Sales Manager, an online sales management software package
• Created guides for the sales person and sales manager

Technical Writing Manager (February, 1999 - November, 2001)
Achieve Healthcare Information Systems, Eden Prairie, MN 55344

• Interviewed industry companies during planning of 'next generation' solution. Traveled to long-term care facilities with product manager to evaluation needs compared and compare to current software
• Captured business flows of new solutions during 'next generation' planning meetings
• Created and managed processes for developing quality software
• Managed client user documentation for a company with three enterprise product lines (PathLinks, GENECARE, and DataCare)
• Strategically integrated technical writing into the processes throughout the company to enable us to contribute to increased usability of the product and to provide more complete user documentation more efficiently
• Developed and implemented a group vision for managing client communications and working with other groups
• Cooperated with Client Education and Client Support teams to gain understanding of our clients' needs. Eliminated the need for Client Education and Client Support to create additional training and user documents
• Created and maintained Intranet sites for Project Management, Software Development, and Technical Writing
• Prepared & managed Technical Writing's budget and allocated resources to projects
• Designed, developed, and maintained an electronic archival system for all documents

Senior Technical Writer (March, 1998 - February, 1999)
Technical Writer (November, 1997 - March, 1998)
Achieve Healthcare Information Systems, Eden Prairie, MN 55344

Designed, developed, wrote, formatted, and edited or proofread Achieve product user documentation - online help, installation documentation, release notes, update pages, and user manuals; reviewed and assisted in evaluation of documentation; supported documentation standards for Achieve including scope, order, tone, style and terminology; solely responsible for documentation for a clinical and financial enterprise software solution; assisted with the mentoring, supervising, and training of technical writers.

Technical Writer (April, 1997 - November, 1997)
RHI Consulting, Bloomington, MN 55431

Wrote, edited, and updated online help files, user manuals, installation and release documents, training materials, and web pages according to established standards.

Technical Writer (April, 1995 - April, 1997)
BlueLine Software/Apertus Technologies/Candle Corporation, Eden Prairie, MN 55344

Converted, wrote, and maintained product manuals; assisted in the creation of a style guide; created marketing collaterals; created design that printed on the product CD; wrote on-line help; wrote monthly internal company newsletter.

Product Development Specialist (October, 1994 - March, 1995)
Spader Software, Sioux Falls, SD 57101

Designed, tested, and supported accounting and business management software; reported and tracked errors; supported Beta customers; wrote user documentation.

Technical Writer (July, 1993 - June, 1994)
InterActive Inc., Humboldt, SD 57035

Wrote and produced product manuals, online help, and marketing collaterals; created tutorials; tracked inventory; ordered, installed, tested and evaluated software & hardware; distributed press releases; provided sales & marketing support; demonstrated product and assisted at COMDEX trade show.

Computer Experience:

Education:

Minneapolis Community & Technical College, 2004
Introduction to Visual Basic .Net

Dakota State University, May, 1993
Bachelor of Science in English for Information Systems
Options: Computer Publishing and Documentation