NICE

Manager, Product Marketing

I create user documentation for the NICE IEX Workforce Management (WFM) software. Many companies use WFM to optimize the scheduling of agents in their call centers or contact centers.

It's challenging and interesting to create documentation where our users can quickly learn how to use WFM to manage the scheduling of their call center and contact center agents. This allows their companies to provide better customer service and improve their outbound marketing campaigns. 

I consider myself fortunate to work with a smart team of hard-working technical writers, developers, quality assurance specialist, and product managers.

Mitch Todd: Senior Technical Writer, NICE Systems, IEX, Workforce Management, WFM, Liferay, DITA, FrameMaker

Senior Technical Writer

Plan, develop, and maintain end-user software documentation for the Managed File Transfer group using agile development. Documentation includes user guides, system manuals, information centers, online help, white papers, and feature papers.

Dollar Thrifty Automotive Group

Managed several IT projects for the Thrifty Technology Team. Worked closely with
coworkers, vendors and end-users to schedule and coordinate all project tasks to ensure that
all project expectations were met on time and within budget.

Project Manager

The Hanover Insurance Group

Managed the technology resources for the Hanover Insurance Tulsa Branch Office as well as
satellite offices in Oklahoma City and Little Rock, Arkansas. Worked closely with the Hanover
Home Office and Tulsa Branch Office management to ensure that all technology needs were
met while minimizing the impact of system changes to current operations.

Systems Analyst

Mitch Todd: senior technical writer for enterprise software, podcaster, national podcast conference founder, and organizer.

As a technical writer, I help enterprise software users become more effective in their jobs. I am always looking for ways to get software users up and running in the shortest amount of time so that they can focus their efforts on better results.

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