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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