MARK RICCI
Salem Virginia
518•526•9421

markricci.tech@proton.me

making the X better for users through written and spoken content

summary

I am a writer, trainer, and voice talent with experience across multiple industries from gaming to defense to financial services. My particular skills and interests are in presenting and communicating a variety of information and concepts to diverse audiences at all levels of organizations through narration, documentation, and training. I have a history of management success in expanding team skills in group and one-on-one settings while also mentoring and developing company-wide staff. I have been an influential leader in championing new approaches, and I assist in the transitions by engaging management and individual members.

skills and applications

Technical Writing Training and Development Voiceovers Manager Mentoring and Coaching Online Help/On-screen Text Presentations Course/Curriculum Creation User Manuals Quick Reference Guides Public Speaking Customer Relations Certified ScrumMaster Microsoft Office Adobe Creative Cloud Visio Articulate 360

professional experience

ORACLE  Austin TX
Sales Enablement Technical Writer    2019–2023
    Key Elements: Documentation and Standards, Instructional Design, Narration, Sales Enablement
Technical writing and instructional design of manager and sales enablement training presentations, materials, and tools to ensure they are instructionally sound and adhere to standards and corporate branding. Consistently added innovative elements to presentations and materials to enhance learning and the user experience.

  • Worked closely with content creators on instructor-led and electronic training utilizing skills and experience as a trainer and advanced use of presentation, graphics, video, and audio applications.
  • Narrated training and information videos, and edited, rewrote, and reviewed scripts and training videos.
  • Conducted regular training presentations to team members on a variety of topics ranging from application usage and techniques to presentation elements and methods.

CSRA/GENERAL DYNAMICS IT  Menands NY
Technical Writing Manager    2011–2018
    Key Elements: Managing, Training and Assessments, Documentation and Standards, Healthcare, HIPAA
Managed a team of technical writers for the NYS Medicaid Fiscal Agent software development group including editing and direction of assignments, documentation standards, and administrative tasks. Developed and presented training materials for internal and external audiences.

  • Upgraded the skillset of the technical writing team by conducting ongoing training sessions covering technical writing, associated tools, and other topics based on both business requirements and individual assessments.
  • Successfully led the team in producing semi-annual documentation deliveries and general documentation for projects and internal efforts.
  • Wrote online help and on-screen text for web-based projects developed under Agile and provided Agile training and transition assistance.

GLOBAL CREDIT SERVICES  New York NY
Technical Writer/Trainer    2008–2011
    Key Elements:  Training On-Site and Remote, Online Help, Documentation, User Contact, Financial Services
Trained users and conducted sales demonstrations using web conferencing, on-site client visits, and presentations at trade shows. Wrote product and company materials and communications.

  • Produced documentation including online help using Madcap Flare, quick reference guides, marketing materials, and proposals.
  • Maintained social media presence and contact with the user base for product announcements and upgrades, and was the bridge between users and developers to communicate concerns and issues.
  • Narrated training videos and edited/revised scripts.
  • Managed and added content to the company website through a CMS.
  • Tested system operation, upgrades and integrations, provided usability changes and improvements for functions and reports, and wrote requirements for new features.

SUBCONTRACTOR  Waterford NY
Technical Writer    2007–2008
Worked on small independent contracts providing technical writing and content development.

DOCUMENTATION STRATEGIES  Rensselaer NY
Technical Writer/Trainer    2006–2007
    Key Elements: Training, Online Help, Documentation, Video Tutorials, Government Contracting
Trained users and created online help systems for a new web application for a New York state agency.

  • Conducted interactive and hands-on training sessions, and demonstrations.
  • Created multiple online help systems using Madcap Flare and produced video tutorials including voicework using Mediasite from Sonic Foundry.
  • Wrote electronic and paper documentation.

GENERAL DYNAMICS  Pittsfield MA
Senior Specialist - Technical Writing, Defense    2004–2006
    Key Element: Documentation
Wrote and edited paper and online training documentation, and maintenance procedures.

COMMERCEHUB  Albany NY
Technical Writer    2003–2004
    Key Elements: Online Help, Documentation, Video Tutorials, eCommerce
Created multiple online help projects using RoboHelp and video tutorials using Captivate for a web-based retail supply chain management system.

  • Customized the help projects to the configuration for each retailer’s installation and included descriptions, examples, animated gifs, and PDFs.
  • Wrote and edited user documentation, product update bulletins, state diagrams, and technical specifications.

additional experience

NITORUM CORPORATION  Norwalk CT
Training Specialist/Sales Support
    Key Elements: Training, Documentation, User Contact, Professional Services
Produced and delivered PowerPoint and hands-on training sessions at customer locations for all levels of users including administrative assistants, employment vendors and department vice presidents.

  • Implemented training sessions that were tailored for individual user roles.
  • Produced documentation that included white papers and other submissions.

education

Bachelor of Arts (BA), Geography/Minor in Computer Science
University at Albany, State University of New York

certifications

CERTIFIED SCRUMMASTER, Scrum Alliance
Certificate ID 000704038, Issued October 2017