Debbie Redmond

Background

About Debbie Redmond

Awarding winning, experienced IT professional with 15+ years’ experience supporting customers and improving the user experience as a technical writer, user acceptance tester, service readiness manager, technical support engineer and customer experience manager in the backup, data protection, data storage, and biometric industries. Demonstrated ability to develop and maintain customer relationships and high satisfaction. Proven ability to simply, accurately, and concisely document technical details, anticipate user requirements, and describe troubleshooting details. Expertise in structured authoring and content reuse. Extensive experience in testing software and hardware product features, and effecting changes that improved the user experience. Selected achievements: Implemented a single sourced content solution that reduced the maintenance and translation requirements of 15 publications by 20-60%, and resulted in significant cost savings.*Awarded Assumed ownership of a 1200+ page document for a major product release on a tight timeline. Delivered a more accurate guide on time and with a 300-page size reduction.*Awarded Implemented a collaborative review process and deployed an Adobe Shared Review server, which streamlined the review process and significantly decreased each documentation review period by 3 days. Created, marketed, and maintained a Key Notes and Enhancements section on the support website to help customers and support quick find critical new product information. The section had 2500+ views in the first quarter, making it the 2nd most popular destination on the website, and resulted in a significant decrease in call volume, time to resolution (TTR), increased customer satisfaction (CSAT), and website search improvements.