1. Jess Single
(651) 324-2491 | single.jessica@gmail.com | portfolio available at www.jrsingle.wordpress.com
QUALIFICATIONS
• 7+ years technical writing, instructional and
curriculum design, training facilitation, document
management
• Software Knowledge: Microsoft Office Suite - Word,
Excel, Visio, PowerPoint, One Note, Publisher,
SharePoint, SnagIt, WebEx, Adobe Creative Suite:
Photoshop, InDesign, Acrobat
• Web Publishing Tools: SharePoint, WordPress,
HTML, CSS, XML
• Information Technology Tools: ServiceNow, HP
Service Management, Service Desk, Remedy,
Zendesk, Atlassian – Confluence, Jira, Wiki
• Certification: Information Technology Infrastructure
Library (ITIL)
• Bachelor of Arts (BA): Technical Communication;
Minor: Training and Adult Development –
Metropolitan State University
EXPERIENCE
GovDelivery Saint Paul, MN 09/2014 - Present
Technical Writer
• Creation of engaging content for use by both internal and public users; run books and playbooks
• Delivering documentation that is accurate, comprehensive, clear, searchable and that customers trust
• Actively participating in cross-functional Agile feature teams, representing the documentation function
• Comfortable in a fast-paced environment; able to manage multiple projects on tight deadlines
• Ability to interact with many different types of individuals including executives, engineers, marketers, and
other business professionals
Randstad Minneapolis, MN 03/2014 – 07/2014
Technical Writer (Contract with ING/Voya)
• Planed, analyzed and created content using technical writing theories, methods and tools
• Needs assessment and audience analysis for company/department goals
• Interviewed subject matter experts creating process documentation for business lines
• Maintained documentation as SharePoint administrator
UnitedHealth Group (Optum) Saint Louis Park, MN 05/2011 – 03/2014
Senior Technical Support Analyst: Incident Management
• Writing/editing IT knowledge processes
• Issue resolution for infrastructure, production scheduling, and data processes of applications
• Responsible for the configuration, implementation, and maintenance of various technologies managed by
the Information Technology department
• Tier 2 support - assessment and identification of appropriate solutions to be integrated into the ongoing
support, operations and implementations
University of Minnesota Minneapolis, MN 08/2010 – 05/2011
Boynton Health Service: Information Technology Professional
• Developed training manuals for the various computer systems and provided just-in-time training
• Provided desktop support clinic wide including lab, pharmacy, billing, and scheduling systems; resolve
customer workstation problems in an expedient manner
College of Education & Human Development: Technical Coordinator 07/2007 – 08/2008
• Provided informal hands-on training and written documentation for computer users
• Updated technical knowledge base for helpdesk team support documentation
UMPhysicians Minneapolis, MN 12/2002 - 04/2007
Information Services, Trainer, Technical Writer
• Classroom facilitator for new hire training and IT courses for up to 30 people
• Created training documentation for all courses and other IT applications such as outlook email, meeting
maker calendars and new hire guides
• Technical writer/editor for helpdesk team support documentation, updated knowledge base