1. MANDIE GOSSAGE
355 W Superior St, Unit A
Chicago, IL 60654
(815) 370-0937
mandanise@gmail.com
SUMMARY
Highly motivated and energetic professional with a strong aptitude for learning complex technical
platforms and transferring that knowledge to others.
EDUCATION:
DePaul University, Chicago, IL
Master of Arts in English, December 2009
GPA: 4.0/4.0
Olivet Nazarene University, Bourbonnais, IL
Bachelor of Arts in English, May 2007
Minors: Music and Theater
GPA: 3.9/4.0
HONORS/AWARDS:
Full Tuition Academic Scholarship (Olivet)
Partial Tuition Academic Scholarship (DePaul)
Dean’s List every semester (Olivet)
Exceeds Expectations reviews at Applied Systems
Promoted to Senior Technical Support Specialist at InnerWorkings
RELATED EXPERIENCE & ACTIVITIES:
InnerWorkings, Inc. 2014-Present
Senior Technical Support Specialist (2016 – present)
• Educating the Technical Support and Training teams on new software features and procedures
• Assisting users of our ERP system in person, over the phone, and via online chat
• Testing and troubleshooting the system and gathering user feedback to escalate bugs and new
feature requests to the development team
• Documenting support procedures as well as maintaining software instruction manuals for
multiple audiences in multiple languages
Technical Writer/Technical Learning Specialist (2014 – 2015)
• Organizing, schedule, and administering software training sessions for employees in multiple
departments and regions
• Traveling when required to manage implementation of our ERP system in other offices
worldwide
• Creation and maintenance of internal process documentation. Creation and distribution of release
notes and on-demand client-facing documents

2. Applied Systems, Inc. 2011-2014
Technical Writer
• Working with Product Management, Quality Assurance, and Support to create instructional
documentation and interactive tutorials for new and existing products
• Managing the release notes process for multiple products
• Creating process documentation and training curriculum and mentoring new hires
• Working with acquired companies to solidify documentation standards/processes
Sourcebooks, Inc. 2010
Proofreading Intern
• Editing and proofreading books for grammar and design, fact-checking
Freelance Editing 2007-Present
• Editing documents and manuscripts to be submitted for publication (grammar, fact-checking)
SKILLS
Microsoft Office (Word, Excel, Outlook, FrontPage, PowerPoint)
Software Training and Support
MadCap Flare
Adobe InDesign, RoboHelp, Dreamweaver
Copyediting
Familiarity with Agile processes
REFERENCES
Erica Pickens
Supervisor of Product Services, Applied Systems
708-903-9177
Dave Younker
Agency Consultant, Applied Systems
708-295-4015
Evan Jones Thorne
Assistant Editor for Cutting Tool Engineering & Micromanufacturing, John Wm. Roberts &
Associates
847-714-0177
Britta Ossim
Product Manager, InnerWorkings
231-920-9511