Malcolm Graham343-116 Glenncastle Drive

Carp, Ontario, Canada, K0A 1L0malcolm.graham@writedoc.com (613.839.3296)

Professional technical communicator with 20+ years of experience

Malcolm has over 20 years experience as a technical communicator that includes managing, writing, and editing proposals, plans, training courses, specifications, installation, operational, user, and reference documents for both print and online deployment. He has excellent skills in analyzing and presenting technical information verbally and in writing. Malcolm is also an experienced project and people manager with a successful history of setting and meeting deadlines and in helping staff identify, develop, and reach their highest potential. For government work, Malcolm has a current Secret clearance. See Malcolm’s Writing Portfolio @ http://writedoc.com/resume/portfolio.htm (if prompted for a password, use writedoc).

Over the years Malcolm has focused on creating documentation that was developed using a methodology based on training objectives and formative usability. He also initiated professional development programs that promoted learning organization personal learning disciplines. Malcolm also has over 5 years experience with the Nortel Digital Video Network (DVN) whose main task was to support interactive distance learning.

For the past 5 years, Malcolm’s main responsibility was creating and presenting training materials (documentation and training courses) associated with the introduction of a new XML DITA-based authoring system. In addition to his full time job, Malcolm also works as a volunteer with the Canadian Diabetes Association (CDA) as a member of their Professional Speakers Bureau with responsibility for presenting training materials about diabetes (usually 2 hours at local employers and associations); he also created and maintains a web site dealing with diabetes (http://diabetestype2.ca).

Experience Highlights

Analysis of knowledge transfer, document, and training requirements for hi-tech products

Preparing and presenting knowledge transfer business cases

Preparing knowledge transfer, documentation, and training plans

Conducting knowledge transfer document and training needs and gap analysis

Creating knowledge transfer documents and training courses

Preparing job profiles that included skills needed and career progression guidelines

Analysis of organizational structures and recommending structures that promote continuous learning

Promotion of knowledge transfer strategies that involved developing documents using a new formative usability approach

Promotion of new visual and audio learning strategies to improve knowledge transfer

Management of a multidisciplinary staff of 15 (technical writers, editors, illustrators, and trainers) involved in preparing knowledge transfer plans, documents, on-product help, and training materials

Created and managed a strategy for professional development across six knowledge management groups representing 70 people. Developed generic staff objectives, performance evaluation criteria, career development models, and career progression guidelines

Pioneered the development and implementation of new online knowledge transfer processes and delivery tools to facilitate the delivery of more complete, accurate, and timely product information

Summary of tools & environments used: Microsoft Word, Powerpoint, Excel, Access, Visio; Adobe FrameMaker, Acrobat (PDF), Photoshop, and Illustrator; SnagIt; Arbortext Epic Editor and Dynamic Link Manager (DLM/DCAM); Macromedia DreamWeaver; XML and HTML. Microsoft Windows XP, Vista; Macintosh; Unix; EMC Documentum; OpenText LiveLink; Centra eMeeting.

Know yourself first; help others know themselves / Graham—Page 1 of 8

Employment History Summary

Client Role Date Duration

Nortel – Knowledge Services Information Architect Jun 2004 – Jan 2009 56 months

Nortel – Knowledge Services Senior Technical Writer Nov 1999 – May 2004 42 months

Nortel – Knowledge Services Project Manager Jul 1999 – Oct 1999 4 months

Nortel – Knowledge Services Proposal Editor Mar 1993 – Jun 1999 4 months

Nortel – Knowledge Services Senior Technical Writer Feb 1993 – Feb 1999 60 months

BNR – Knowledge Services Documentation Manager April 1988 – Jan 1993 58 months

Project Highlights

Nortel Technical Documentation Application (NTDA) ProjectNortel, Knowledge Services, Information Architect (Jun 2004–Jan 2009)

Overall Project Cost: $8 million over 5 years (software, hardware, and staff)

The Nortel Technical Documentation Application (NTDA) project involved converting over 500,000 pages of FrameMaker-based documents into a new XML DITA-based authoring system. The project started with analyzing existing templates, styles, and documents and then recommending to management a new XML-based tool set and conversion strategy to deliver documents in PDF, HTML, and on-product help; the recommended XML tool set and conversion strategy were accepted and then implemented.

In addition to implementing new technologies, new knowledge transfer processes and procedures were needed to train and support over 300 Knowledge Services staff (IT support, project managers, and technical writers) to use the new XML-based authoring system. Malcolm was the project authoring prime with responsibility for developing the new knowledge transfer processes, procedures, and training. Knowledge Services staff are responsible for creating and maintaining documentation and training for all Nortel products.

Malcolm developed the new knowledge transfer processes and procedures during the implementation of the new XML-based technology. Some of the sub-projects that Malcolm was responsible for are identified below. For NTDA project work samples, see http://writedoc.com/resume/Nortel/ntda.htm (password writedoc).

Project 1: NTDA training needs identification and training course development (Aug 2004 – Jan 2005)Project Cost: $70,000

Know yourself first; help others know themselves / Graham—Page 2 of 8

The introduction of XML-based authoring technologies involves not just the clear separation of content and format but requires that all staff work in a highly-structured authoring and publishing environment. This project was initiated to identify what the experience levels were with existing staff and what skills they would need to use the new technologies to perform their jobs. Malcolm was the project prime and he:

Consulted with Nortel Knowledge Services management and senior staff to identify the current and future key skills required.

Developed and distributed, to over 300 staff (IT support, project managers, and technical writers), a questionnaire to identify current skill proficiencies in the identified key skills.

Created a Microsoft Access database and entered all the collected responses.

Analyzed the collected responses to identify strengths and weakness within the Knowledge Services organization and the skill set needed by external vendors.

Wrote and presented a report to management that outlined a knowledge transfer strategy and training courses needed to address the skill gaps within the Knowledge Services organization.

Implemented the knowledge transfer strategy throughout the Knowledge Services organization.

Developed two knowledge transfer eLearning training courses and presented them, via Windows NetMeeting and Centra eMeeting, to over 300 Knowledge Services and external vendor staff.

Project 2: NTDA Conditional Information Capture and Knowledge Transfer (Feb 2005 – Jul2005)Project Cost: $70,000

FrameMaker documents being converted to the NTDA XML system used the conditional text feature extensively. Malcolm was tasked with identifying how FrameMaker conditional text tags could be automatically captured during the XML conversion process. To do this, he:

Designed, implemented, and tested a method for automatically capturing conditional text tags using Epic Editor profile configuration files (PCFs).

Updated four XML Document Type Definition (DTD) files to support the new PCFs.

Created the processes, procedures, training materials, and provided ongoing support for using and creating new profiles by over 300 staff (IT support, project managers, and technical writers) and external conversion vendors.

Presented the Implementing FrameMaker Conditional Text Using Epic Editor Profiling paper at the 2006 PTCuser conference in Dallas, USA.

Project 3: NTDA process and procedure development (Aug 2005 – May 2008)Project Cost: $385,000

Know yourself first; help others know themselves / Graham—Page 3 of 8

This project was initiated to support the knowledge transfer to over 300 staff (IT, project managers, and technical writers) on how to change their existing processes and how to use the new processes associated with the introduction of a new XML-based authoring system.

This project involved identifying what needed to change, what new processes were needed, and what training was needed to support the new XML-based authoring system. Malcolm was the project prime and he:

Identified which existing processes needed to be changed or replaced and what new processes were required.

Identified and created the required underlying detailed operating procedures.

Documented the new knowledge transfer processes and procedures using Microsoft Powerpoint and Adobe Acrobat (and, eventually, in XML and HTML).

Updated and introduced new processes and procedures as required and provided the training needed to use them.

Informed the NTDA user community of over 300 staff (IT support, project managers, and technical writers) whenever a new process or procedure was created or changed.

Initiated and supported monthly training sessions that focused on anything new.

Improved access to the new processes and procedures, by developing a script that integrated access to online PDF and HTML versions of all processes and procedures directly from the XML authoring tool.

Maintained XML Document Type Definitions (DTDs), editing style sheets (FOSI), and system configuration files.

Project 4: NTDA Transforming from NonMTBI2 to MTBI2 (Jun 2008 – Jan2009)Project Cost: $82,000

Know yourself first; help others know themselves / Graham—Page 4 of 8

The final document structure to be used by all Nortel end-user documentation is called a Modular Task-based Information (MTBI) structure. Because of the numerous structures used within existing FrameMaker-based documents and the major structural differences between them and the final MTBI structure (and because of the associated major rework needed to restructure them) most documents were converted to a Non-MTBI structure. The final NTDA project phase involved transforming thousands of Non-MTBI XML documents into an MTBI structure. Malcolm was the project prime and he:

Prepared a business case that justified the cost of developing an XSL-based script for automating the conversion of existing Non-MTBI XML documents into MTBI XML documents.

Identified all existing Non-MTBI structures and mapped them to the new MTBI structures.

Identified what could be changed in the source Non-MTBI XML documents to ease the information transformation task.

Consulted with Nortel product information architects to define how the information transformation script should be designed to simplify the conversion task for all staff.

Prepared the knowledge transfer training materials needed by over 300 staff (IT support, project managers, and technical writers) and external vendors to perform the conversion task.

Prepared test cases for, organized, and facilitated user acceptance testing of the transformation XSL script and knowledge transfer procedure.

Conducted knowledge transfer training sessions with over 300 staff.

Succession VoIP Specification ProjectNortel, Knowledge Services, Senior Technical Writer (Nov 1999-May 2004)

Project Cost: $502,000

Voice Trunking over ATM (VToA) is a switching architecture that uses asynchronous transfer mode (ATM) broadband switching technology. The main purpose of VToA is to allow the transmission of voice calls over an ATM fabric (that is, a network of one or more ATM switches), reducing traffic congestion in existing TDM-based offices. It also allows the integration of service providers’ voice and data networks, because ATM technology can support many different services on the same unified network. VToA is a backbone technology that supports the Voice over IP (VoIP) technology.

Malcolm was the project prime for identifying new VoIP software features, provided in Word and Powerpoint, and how they were used within different marketing solutions; he then documented them within Succession VoIP Solution Specification documents using FrameMaker, Acrobat, Visio, Excel, Illustrator, and SnagIt. He also created and maintained a Microsoft Access database of all hardware used within the different VoIP solutions. The specifications and database were used for knowledge transfer purposes by the whole development community (over 500 software developers, project managers, technical writers, and training course developers) as the definitive guides for all VoIP solutions. See http://writedoc.com/resume/Nortel/success.htm

CIS Gateway CSCP Access ProjectNortel, Knowledge Services, Information Development Project Manager (Jul 1999-Oct 1999)

Project Cost: $187,000

The Concert Inbound Service (CIS) Gateway Customer Service Control Point (CSCP) Access service provides an interface between Concert Network SCPs and other customer-owned and operated CPE (customer premise equipment) SCPs. The CIS Gateway CSCP Access service enables customers to dynamically control the routing of their inbound calls on a call-by-call basis.

Malcolm prepared, managed, and implemented the project plan for all Concert product documentation and training. This involved managing the work of a multidisciplinary team of 7 people (technical writers, editors, illustrators, and training course developers). He also created and maintained the FrameMaker templates used for all deliverables. See http://writedoc.com/resume/Nortel/concert.htm

IMPSAT Proposal Project

Know yourself first; help others know themselves / Graham—Page 5 of 8

Nortel, Knowledge Services, Proposal Editor (Mar 1999–Jun 1999)Project Cost: $47,000

Nortel was requested to submit a proposal for the design and implementation for the IMPSAT 2000 network in Argentina and Brazil. Nortel recommended an IP-based network for the IMPSAT 2000 network using ATM as the underlying layer 2 protocol. Nortel was awarded a $49 million contract.

Malcolm created all proposal FrameMaker templates, coordinated and tracked all proposal inputs (Word, Powerpoint, and Excel), edited all proposal content, and formatted the final proposal for print delivery. See http://writedoc.com/resume/Nortel/impsat.htm

Webmaster ProjectsNortel, Knowledge Services, Webmaster

Created and maintained department web sites using HTML and Dreamweaver. These web sites were organized by project and identified the resources assigned to them and tracked project progress.

Webmaster for the New Employee Online (NEPOL) training course using HTML, Dreamweaver, and Flash. The NEPOL training course was a required course for all new Nortel employees.

Digital Video Learning Network (DVN) ProjectNortel, Contract Senior Technical Writer (Feb 1993 – Feb 1999)

Project Cost: $520,000The Nortel Digital Video Network (DVN) allows up to 1800 physically remote locations to interact with each other. The locations can be organized in up to 30 cells with up to 60 bidirectional or 120 unidirectional sites in each. Interactions within cells are controlled by DVN cell controllers and interactions within room sites are controlled by DVN room controllers. DVN supports four event types: distance learning, generic conferencing, video operations center (VOC), and room reservation. Events can be scheduled from any location using DVN remote scheduling software. Malcolm was the project prime and he planned, created, and managed all DVN documentation, which included (see http://writedoc.com/resume/Nortel/dvn40.htm):

System Controller User Guide. This document contains instructions for Digital Video Network (DVN) configuration and monitoring.

Room Controller User Guide. This document contains instructions for teachers and student room facilitators who set up, use, and participate in DVN interactive classroom sessions.

Remote Scheduling User Guide: This document contains instructions on how to install and use the remote scheduling software used to schedule sessions on a DVN.

Switching Site Equipment Installation Guide. This document provides installation instructions for DVN switching site equipment. It includes details on the physical characteristics and installation of the equipment, as well as how to connect and set up the equipment.

Room or VOC Site Equipment Installation. This document provides equipment installation instructions for DVN equipment located in DVN room and video operations center (VOC) sites. It includes details on equipment footprints and physical characteristics as well as the required connection information for the audio, video, DS3, data, and alarm facilities.

System Commissioning and Testing. This document provides instructions for commissioning and testing a DVN system. It assumes all room, video operations center (VOC), and switching site equipment and software has been installed and configured.

Interpreting Alarms and Logs. This document describes the DVN alarm and test facilities, trouble clearing procedures, and log format.

Planning Guidelines. This document contains application and engineering considerations for the planning, ordering, and installation of a DVN.

Computer Aided Design (CAD) Project

Know yourself first; help others know themselves / Graham—Page 6 of 8

BNR, Documentation Manager (Apr 1988 -Jan 1993)Project Cost: $1 million/year

Nortel developed their own CAD system called the Circuit Board Design System (CBDS). CBDS is a set of tools created to accelerate the design and manufacture of printed circuit boards. Malcolm was the manager responsible for all CBDS documentation and training.

Managed a budget of over $1 million. Hired, mentored, evaluated, and supervised the work of multidisciplinary team of 15 that included technical writers, editors, illustrators, and trainers.

Created and managed a strategy for professional development across six management groups representing 70 people. Developed generic staff objectives, performance evaluation criteria, career development models, and career progression guidelines.

Pioneered the development and implementation of online information development processes and delivery tools to facilitate the delivery of more complete, accurate, and timely product information.

Increased writer productivity by 21%, reduced development costs by 17%, and decreased printing costs by 85%.

Initiated the development of a formative usability documentation process.

Sponsored and participated in the development of the Words into Pictures course for stimulating technical writers to think more visually.

Know yourself first; help others know themselves / Graham—Page 7 of 8

Education and Professional Development Professional British chartered engineer (CEng). Qualifications: Higher National Diploma in Electrical

and Electronic Engineering (Mathematics, Electric Circuit & Field Theory, Electronics, Computer Engineering, Control Engineering) and C.E.I. part II (Mathematics, Electromagnetic Fields & Circuits, Engineer in Society, Electronic Engineering, Computer Engineering, Analysis of Manufacturing Systems)

Currently studying, part-time, for a masters degree (M.A.) in Language and Professional Writing from the University of Waterloo (all MA-level courses completed, two undergraduate courses in Linguistics and one in French needed to complete)

Prepared and presented the following technical papers:

—Words into Pictures, STC93, Dallas

—Webbed Documents , ACM SIGDOC95, Savannah

—Performance-based Documentation , IEEE IPCC97, and The Mythical Dream Interface, ACM SIGDOC97, Salt Lake

—Words about Consciousness , ISTC2000, Manchester, England

—Implementing FrameMaker Conditional Text Using Epic Editor Profiling , PTCuser2006, Dallas

Fully qualified British journeyman electrician (Electrician’s Certificate and a Full Technological Certificate in Electrical Installation Work)

IEEE Professional Communication Society Technically Write II Certificate

Robert Fritz’s Technologies for Creating course

Dale Carnegie’s Effective Speaking and Human Relations course

NTL’s Management Work Conference in Interpersonal Competence

University of Waterloo’s Canadian Summer School on Quantum Information

Founding editor for various newsletters (Toastmasters, OIW, NSPI, CAD)

Competent Toastmaster and founding member of BNR/Nortel Toastmasters

Volunteer with the Canadian Diabetes Association (CDA) Professional Speaker’s Bureau and creator of a web site on diabetes, see http://diabetestype2.ca/

Know yourself first; help others know themselves / Graham—Page 8 of 8