Amazon®
Robotics Digital Systems
and Technologies(RDST)
North Reading, Massachusetts

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Underwriters Laboratories(UL®)
Nashville, Tennessee

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Full-time Contract — Remote (Work-from-Home)
Remote Senior Technical Writer/ Editor, HTML/UX/Xwiki/Web Designer

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Amazon® Robotics-RDST IT Service Management — IT Service Desk Support Team

This handbook will provide a user experience (UX) reference tool for the AR-RDST Service Management IT Support Team.
It will assist existing Service Desk IT Support Engineers in performing their daily work and the Onboarding/Training
of new hire IT Support Engineers. This virtual UX handbook is based on Xwiki and HTML code and covers:

Project Task Descriptions

• SIM-Ticket Escalation/Resolution Contact Lists
• Newly Created Document Repository for Procedure and Reference Documents
• Frequently Asked Questions (FAQs)
• Knowledge Base Document Repository
• Site Maps for the Amazon Robotics Facilities
• New Hire Introduction, Onboarding, and Training
• Service Desk IT Support Engineer Platform and Work Environment
• Service Desk IT Support Engineer Scheduler
• SIM-Ticket Procedures and Links to Training Videos
• Training Links to Video Procedures and Tutorials
• Walkup Support Center Reference Material
• Manufacturing Production Procedures

Software and Code: HTML, MS Office Pro 2019 (Excel® and Word®), Notepad++, ServiceNow, SNIP, XWiki

Full-time Contract — Remote (Work-from-Home)
Senior Technical Writer/ Editor, Curriculum Editor, and Instructional Designer

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Underwriters Laboratories (UL®)Virtual Web Training Data Services/Management Team

OSHA-based Hardcopy Training Courses Conversion to Virtaul Online User Experience(UX) Web-based Training Courses

Project Task Descriptions

• Teamed with curriculum developers to convert their OSHA-based hardcopy training courses to an Web-based training environment.
• Developed enhanced course post-test pop-up remedial feedback ‘dialog’ instructional content presented to students.
• With a short turnaround time, completed remedial feedback ‘dialog’ instructional deliverables to complete a set of 110+ course post-tests.