Frances McKenzie

Minneapolis, Minnesota, USA
Cell: 612-554-3089


Consultant-Technical Writer
Albion Technical Delivery Staff, Saint Paul, MN
January 2005 - Present

Developed documentation for HealthMatch, a web-based eligibility determination system for Minnesota's health care programs. Specialized in support for help desk functions and training. Updated project progress and management reports utilizing data queries from Rational ClearQuest. Participated in quality assurance software testing and defect tracking. Contract project for the Minnesota Department of Human Services. Tools: RoboHelp, Rational ClearQuest, HTML, eRoom/Documentum, Visio, MS Office.

Documentation Designer
American Express Financial Advisors, Client Services and Clearing Organization
Minneapolis MN
October 2004 - January 2005

Documented internal policies and procedures for CSCO employees and financial advisors. Worked with system designers, programmers, and operations personnel to document tasks to be performed on the TA2000 mutual fund shareholder recordkeeping system. Documents were prepared in online format for the Process Group Reference Guide hosted on Lotus Notes. Contract project.

Technical Consultant
Verizon Information Technologies, Temple Terrace FL
April 2004 - June 2004

Developed governance documentation for deployment of IBM WebSphere portal environment including standards and instructional documentation. Created technical reference guide detailing the underlying components of portal development such as script, code, and integration specifications. Contract project.

Multimedia Encyclopedia Editor, Grolier Online
Scholastic, Danbury CT
February 2003 - November 2003

Performed investigations to update Internet links in multimedia encyclopedia databases. Corrected and edited link descriptions. Created search tip documents to assist in optimum efficiency in the research of new and replacement web sites. Contract project.

Associate, System Content
Golden Retirement Resources, New York City
June 2002 - January 2003

Generated online help and support content for RetireMentor, a web-based software program designed to help people plan for retirement income. Performed quality assurance testing, problem resolution, version tracking and project management. Created cross-reference database to manage multiple use of online content and keywords for search engine.

Content Information Architect
Logical Design Solutions, New York City
August 1999 - October 2001

Created site structure documents to analyze content flow and navigation. Detailed text content and functions for individual web pages with appropriate voice for the target audience to create a consistent and satisfying online experience for users. Participated in usability analysis of web interfaces. Site editor for internal and external corporate web sites. Corporate clients included JPMorgan Chase, Schering Plough, and MONY.

Technical Writer
PSINet, Troy NY
November 1996 - June 1999

Responsible for public face of Customer Support Group via the support web site and hard copy documents, including Quick Start Guides. Also responsible for internal support web site. Designed knowledge base template structured for meaningful search engine results to document tips and techniques. Created graphics and banners utilizing PhotoShop and web-safe color technology.

Rochester, New York 1991-1996

Xerox Corporation

Performed key project management role in requirements planning and development of technical documents, communications, distance learning broadcasts and web pages to support corporate-wide transition to Novell client/server system. These communications were disseminated globally to more than 70,000 Xerox workers. Created multimedia computer-based training programs. Responsible for system documentation, course development, scriptwriting, video production, voice-overs, and computer programming. Produced training videotapes, on-line context-sensitive help and hypertext documentation.

Rochester Projects

Developed computer-based training courses for American Express Travel Services and IBM. Created training guides for maintenance of corporate-wide telecommunications network at Paychex.

ITHACA, NEW YORK 1982-1990

Provided business analysis for personal computer product lines. Supervised creation of promotional materials for new computer products, guiding efforts of graphic artists, photographers and technical writers.

CABLE 13 - American Community Cablevision
Produced documentaries, public service programs, and arts & entertainment features. Productions cablecast throughout New York State and screened at conferences and film festivals. Five Ithaca Awards for Cablecasting Excellence. Host/moderator for live and taped community service programs.

1977 MBA University of North Carolina, Chapel Hill
1967 BA Cornell University, Ithaca, New York

French, Italian, Spanish, German, Russian, Latin, Mandarin Chinese, Japanese, Hebrew.


Microsoft Office (Word, Excel, PowerPoint, Access)
MS Project
eRoom/Documentum (web based document collaboration)
Microsoft Visual SourceSafe, Visual Basic
Rational ClearQuest for Windows NT/2000/XP (queries, QA tracking)
dBASE IV database/forms/reports development
HTML, CSS (cascading style sheets), meta tags, XML
IBM WebSphere, HomeSite, Dreamweaver
Visio, Photoshop, Paintshop Pro, Paintbrush
Lotus Screen Cam, SnagIt
RoboHELP, QuickCard, Adobe Acrobat (PDF file creation)
Aldus PageMaker, FrameMaker, WordPerfect, WordStar
Lotus 1-2-3, Quattro, SuperCalc
Lotus Notes
Harvard Graphics, Norton Utilities
RetireMentor (annuity/investment program), FCAST statistical forecasting
Microsoft Windows NT, IBM-PC
Apple Macintosh, MacDraw, MacPaint, MacWrite

Internet and on-line services (data search, news groups, e-mail)
10BASE-T Ethernet/IEEE 802.3 LAN, WAN configuration
TCP/IP, OSI architecture
Xerox GlobalView and Xsoft GVWin, Sun 6520, VP applications
IBM PC and Local Area Networks (MS-DOS) - network admin.

Sun OpenWindows/Unix - Oracle/SQL Forms
IRI DataServer Analyzer - database report generator
HP 9000 817S/HP-UX (Unix) - payroll processing applications
IBM System 38 CLASS/400 - blood bank data processing applications

American Software, Inc. statistical forecasting program
IBM OfficeVision/VM (PROFS) - e-mail and office management
ADR Dataquery - relational database reports
PC Datacom - upload/download data to PC/mainframe
DST Systems TA2000 - mutual fund shareholder recordkeeping

Intel DVI ActionMedia, Authology: Multimedia, D/Vision Pro
Lumena graphics, Compact Disc-Interactive, Kodak Photo-CD

Executive producer and writer, on-camera talent, voice-overs
3/4" U-matic editing, character generator
Camera: studio, U-matic Porta-Pak, S-VHS, Hi-8, 35mm

© 2006 Frances Ann McKenzie
Last update 4 March 2006