Donna Purnell
Alexandria
Summary
Experienced (since 1997) and Qualified Technical Writer with background in crafting clear and comprehensive documentation. Proven ability to translate complex technical information into user-friendly content. Demonstrated strong research and writing skills, consistently delivering high-quality materials that meet project requirements.
Overview
47
47
years of professional experience
Work History
Technical Writer
CBTS for CBB (Cornerstone Building Brands)
Springdale, OH
06.2024 - 03.2026
- Developed comprehensive technical documentation for software applications and systems. (190 documents)
- Coordinated with subject matter experts in cross-functional teams to ensure the accuracy of technical content in documentation projects.
- Managed version control and updated documents by effectively tracking projects and organizing timelines to ensure accuracy and relevance.
- Conducted thorough document reviews to identify inaccuracies, inconsistencies, or areas needing clarification.
- Followed company policies and editorial guidelines to craft thorough, well-written content.
- Integrated screenshots and diagrams into help articles, simplifying complex processes for enhanced user comprehension.
- Collaborated with software developers to gain deep understanding of product features for accurate documentation.
- Collaborated with cross-functional teams to gather information and clarify requirements.
- Developed SOPs and WIs for IT and Manufacturing departments, collaborating with teams to establish procedures, assign document numbers, secure approvals, and upload to SharePoint for end user access.
Technical Writer
CBTS for CxLoyalty
Springdale, OH
08.2021 - 12.2024
- Developed comprehensive technical documentation for software applications and systems. (Over 80 documents)
- Collaborated with cross-functional teams to gather information and clarify requirements.
- Collaborated with subject matter experts to verify accuracy of technical content, ensuring high-quality documentation across multiple projects.
- Enhanced user experience by simplifying complex technical concepts into easy-to-understand documentation.
- Enhanced user comprehension by writing clear and concise user manuals for complex software products.
- Added screenshots and diagrams to help articles, simplifying complex processes for improved user understanding.
- Maintained consistency across company documents by adhering to established style guidelines and templates.
- Created Visio diagrams and updated documentation for IT Foundation Apps, SharePoint Migration, Corp/Client Migrations, ADFS cutover, AD Migration, and Netskope migration, enhancing clarity for cxLoyalty Network and Architecture.
- Proved successful working within tight deadlines and a fast-paced environment.
Technical Writer
CBTS for RelaDyne
Springdale, OH
03.2021 - 05.2021
- Developed comprehensive SOPs for RelaDyne IT Department covering Active Directory, Backup, BYOD, Citrix, Disaster Recovery, Infrastructure, Incident Response, Onboarding & Offboarding, Access & Approval, Security Awareness, System Administration, Telco, Technology Procurement, and updated server & network diagrams. (50 documents)
- Implemented feedback mechanisms that improved documentation quality and user experience.
- Conducted usability tests to assess clarity and effectiveness of technical materials.
- Collaborated with cross-functional teams to collect information, ensuring accuracy and completeness of technical documentation.
Technical Writer
CBTS for P&G
Springdale, OH
02.2020 - 01.2021
- Created user manuals, installation guides, and online help resources that enhanced user understanding and accessibility for end-users. (Approx. 55 documents)
- Developed process documentation (Standard Operating Procedures and Service Design Packages) for P&G projects through CBTS, collaborating with Subject Matter Experts, Engineers, Technicians, and Project Managers to ensure comprehensive coverage of Configuration, Continuity, CNF, Wireless, External Network Access, Design, Security, VPN, Wireless, and UAC.
- Ensured content consistency and accuracy through rigorous editing and review processes, contributing to the overall quality and reliability of documentation.
Technical Writer
ConXus Inc.
Mason, OH
07.2019 - 11.2019
- Developed process documentation (SOPs, operation manuals, and flows) in collaboration with field experts to ensure clarity and compliance. (Approx 30 documents).
- Streamlined internal processes by creating detailed standard operating procedures, enhancing cross-departmental consistency.
- Developed comprehensive technical documentation for product specifications and user manuals.
- Collaborated with engineering teams to gather accurate technical information for documentation.
- Revised and edited existing materials to enhance clarity and consistency across publications.
Sr. Specialist – Network Support & Manager Engineering Implementation
AT&T
Cincinnati, OH
04.2008 - 03.2019
- Developed process documentation (M&Ps/Standard Operating Procedures, Flows & Handoff Sheets) for two organizational groups, enhancing team collaboration and process clarity. Conducted training on updated processes, leveraging project management skills.
- 12/2018 to 03/2019 – Worked on an expedited project where interval negotiations went down from 45 to 16 days per switch including a new process with documentation that saved AT&T approximately $2,000,000.
- Developed database to track order numbers, critical dates, and notes for data analysis, improving workflow tracking across centers and supporting data-driven decisions.
- Received project letters, verified information, determined diverse routing through the network including access and non-access provisioning, test, and turn up information. Managed projects efficiently.
- Analyzed daily reports and helped to determine problems with work requirements. Assisted Denver Provisioning Center with any issues to resolution. Performed daily analysis of multiple reports. If necessary, investigated outages and reported to management. Because of wonderful performance of SS7 network, our team never caused an outage.
- Assured smooth transition of ISDN work to CNAC team with valid Methods and Procedures and other documentation.
- Systems utilized: VISIO; PowerPoint; Word; Excel; Email & Geolink. Reason for leaving: Layoffs.
- Identified process improvement areas and implemented targeted strategies, contributing to achievement of operational goals.
Various Titles: Sr. Tech Associate; T6G; T5G; TG4; TG3
AT&T
Cincinnati, OH
09.1979 - 04.2008
- Supervised ISDN Non-Project group of 2 clerks; conducted weekly and monthly reporting and scheduled daily work to ensure smooth operations.
- Developed and updated methods and procedures, including M&Ps, flows, and handoff sheets; created webpages and new forms/worksheets for work center utilization.
- 05/1994 to 10/1995 – Experienced a temporary layoff from AT&T due to company restructuring.
- Participated in Safety Committee to promote workplace safety initiatives and enhance safety awareness.
Education
No Degree - Business
Northern Kentucky University
Highland Heights, KY01-1983
High School Diploma -
Our Lady of Providence Academy
Newport, KY06-1979
Skills
- User documentation
- Instruction writing
- Effective writing
- Content review
- Document formatting
- Database documentation
- M&P training delivery
- Process optimization
- Continuous improvement
- Team collaboration
Timeline
Technical Writer
CBTS for CBB (Cornerstone Building Brands)
06.2024 - 03.2026
Technical Writer
CBTS for CxLoyalty
08.2021 - 12.2024
Technical Writer
CBTS for RelaDyne
03.2021 - 05.2021
Technical Writer
CBTS for P&G
02.2020 - 01.2021
Technical Writer
ConXus Inc.
07.2019 - 11.2019
Sr. Specialist – Network Support & Manager Engineering Implementation
AT&T
04.2008 - 03.2019
Various Titles: Sr. Tech Associate; T6G; T5G; TG4; TG3
AT&T
09.1979 - 04.2008
No Degree - Business
Northern Kentucky University
High School Diploma -
Our Lady of Providence Academy