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Polly Kean

Lead Paper-Based & Digital Technical Writer | Document Control Manager | Analyst

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Intro
United States
Studied Reading and Writing Department: Literacy and Language Acquisition, Adult Literacy, Education at University of Massachusetts, School of Education, Amherst, MA
Studied English / Education (magna cum laude) at Springfield College, Springfield, MA
Joined July 31, 2022

Skills

About
Experienced technical writer, editor, paper-based and online digital content creator and document library curator with extensive product content analysis and creation, process, procedure, and context-sensitive help system writing, workflow elicitation and analysis, and end-to-end document life-cycle management of information infrastructure in SharePoint and file servers for multiple organizations. Familiar with multiple software- and business-focused document types for training, communications, data analysis, and user distribution. Knowledge Management/document management life-cycle research and data analysis from project development to completion.
Experience
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Insurity
May 2012 – Mar 2020
Hartford, CT; also Virtual Office from 2013 - 2020 in Massachusetts
Technical Writer
Researched and learned premier products and proprietary forms tools and created and maintained all internal and external user documentation and help system for products, application development, and underwriting. • Analyzed and wrote new internal and external content for over a year’s worth of tool systems’ updates / published them in a context-sensitive help system within one month; this increased customer engagement by 20% and reduced support requests by 75%. • Upgraded premier products’ release notes process for policy, billing, claims, and data tracking and delivered consistent release notes on time, reducing coding change issues and informing customers of all significant changes in their product code. • Identified the need to create, design, and implement an internal document management system and an external document delivery system for 260 customer facing docs; this improved customer access, streamlined the life-cycle, reducing email flows, and tracking hundreds of customer downloads. • Spearheaded complete technical documentation, rebranding product changes enterprise-wide in collaboration with Marketing. This resulted in a smoother transition and reduced customer confusion.
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Criminal Justice Information System (CJIS) (Tri-Com Contractor)
Feb 2012 – May 2012
Hartford, CT
Contract Technical Writer
Provided writing services for State of Connecticut IT crime database projects: Connecticut Information Sharing System (CISS), Connecticut Impaired Driving Record Information Systems (CIDRIS) and Offender Based Tracking System (OBTS). authored and published crime content for internal distribution and public website content; Increased project’s accountability / visibility.
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The Hartford (GSS Infotech, Inc (GSS) Contractor) - Wealth Management's Trading and Clearing
Apr 2011 – Dec 2011
Hartford, CT
Contract Technical Writer
Same as prior engagement at The Hartford
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MassMutual - (System Dynamix Contractor) - Enterprise Service Oriented Architecture Group (ESOA)
Dec 2010 – Apr 2011
Enfield, CT
Contract Technical Writer
• Reviewed and upgraded existing, inconsistent documentation to corporate and technical writing standards, resulting in new consistency throughout the libraries. • Designed and authored new information communications of technical and business electronic, print, and online collateral for company-wide distribution.
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The Hartford (System Dynamix Contractor) Wealth Management's Trading and Clearing
Jul 2010 – Dec 2010
Hartford, CT
Contract Technical Writer
Gathered and documented business processes and procedures for Wealth Management's Trading and Clearing in compliance with SEC and Legal financial documentation regulations. • Delivered multiple, simultaneous documentation workstreams that contained extensive documentation versioning, tracking, and status reporting. • Developed end-to-end knowledge and document management strategies and workflow. Managed complex documentation inventories that improved accessibility.
Education
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University of Massachusetts, School of Education, Amherst, MA
ABD: Doctorate Degree (All But Dissertation), Reading and Writing Department: Literacy and Language Acquisition, Adult Literacy, Education
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Springfield College, Springfield, MA
Bachelor of Arts (B.A.) , English / Education (magna cum laude)
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