Ken Pacquer



Ken Pacquer Kirkland, WA / (425) 739-0370 / kpacquer at

Highlights: Technical writer with project management skills

• Fourteen years writing technical reference, training, and marketing materials

• Knowledgeable with large-scale PC deployment strategies, project and presentation management, server maintenance, remote access, databases, and networking

• Skilled at leading and participating in deadline-driven projects

Career Track

Microsoft Corporation 10/2007 to present

Technical writer

• Wrote PC customization and deployment guides used by OEMs and IT professionals, used in worldwide training events for packaged with Windows licenses.

• Collected content from across thirty-five project teams, identifying changes in program files and coordinating with owners of system components

• Consulted with project managers and programmers about usability, testing procedures, and documentation conventions to increase usability of Windows installation tools

• Developed and evangelized a vision for reorganizing content structure and taxonomy for ease of use

• Researched and communicated best practices to help improve and define documentation standards

• Engaged with community and industry experts to find key issues to address

Microsoft Corporation through Sakson & Taylor 8/2006 to 8/2007

Technical writer and project manager

• Planned five writing projects, and led a team of six to deliver on-time results

• Reorganized and merged help files for better integration with software, removing 26 of 102 files

• Proposed and implemented hardware user interface design changes

• Wrote marketing materials for Microsoft Hardware and Microsoft-partner websites

Puget Sound Energy through Volt 4/2006 to 8/2006

Technical writer

• Wrote department emergency plans for 61 teams

Microsoft Corporation through Sakson & Taylor 4/2005 to 4/2006

Technical writer and support technician

• Wrote and published solutions on XML creation, validation, content management and publication

• Configured servers for testing and troubleshooting support scenarios

Cingular Wireless through AgileOne 6/2004 to 4/2005

Technical writer

• Led team of tech writers to deliver 40 department service agreements and troubleshooting guides

• Compiled and edited 120 business strategy documents for four IT departments in three weeks

Hewlett-Packard Company 5/1998 to 12/2003

IT Consultant / technical writer / project lead

• Saved 4,000+ employee workdays and 9,000+ helpdesk calls by targeting distribution of disaster-recovery documents to users receiving new PCs, new hard drives, and re-image disks

• Combined three uncooperative knowledge management teams, increasing document reach by 200% while reducing total team size by 50%

• Wrote marketing and how-to documents for mainstream audiences of 50,000 HP employees

• Provided IT consulting to 750 employees in ten sales offices.

• Trained 14 peers in web publishing, database management, and writing/editing styles

• Led on-site group technical support for data migration, PC cleanup, and troubleshooting

Hillhaven Corporation 5/1994 to 9/1996

Helpdesk support (L1/L2): Application and hardware support for healthcare business offices

Academic Credentials

University of Washington: MBA, Information Systems, Operations 10/1996 to 5/1998

• Contributed as a member of a team of M.B.A. candidates that won the DeLoitte & Touche Consulting Challenge

University of Puget Sound: BA, Business, Marketing & Accounting 9/1990 to 5/1994

Bellevue Community College

• Project Management, Intro, Scheduling and Planning, IT Projects 10/2006 to 12/2006

• Certificate: Technical Writing, Information Design 5/2004 to 9/2004

Business Skills

Project Management: Project planning, team leadership

Writing: Original content development, editing, research, taxonomy design

IT: Human/computer interaction, technology lifecycle

Operations: Training in Six Sigma, Theory of Constraints (TOC)

Customer support: Web-based forums, virtual conferences, phone support, group IT support clinics

Training/Development: Consulting, class planning/marketing/preparation

Marketing: Promotions

Computer Skills

Project management / office tools: Word, Excel, PowerPoint, Project, Visio

Presentation tools: Photoshop, Digital Image Pro, Acrobat, PageMaker, Publisher

Web tools: SharePoint Designer, FrontPage, Dreamweaver, XMetaL

Languages: PowerShell, HTML, XML, CSS, JavaScript, ASP, Visual Basic, command-line scripts

Content management: Visual SourceSafe, Source Depot, SharePoint

Databases: Access, SQL Server 2000, database design theory

Help tools: HTML Help, DocStudio, DxStudio

Server setup: Imaging, data backup/restore, permissions and security groups

Server maintenance: Source control software, remote access, database setup

Networking: LAN setup, firewall configuration, VPN, NetMeeting, TCP/IP

Operating Systems: Windows 8, Windows 7, Server 2012, Mac OS 10.4, UNIX, Linux

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