Malcolm Graham

Malcolm Graham
343-116 Glenncastle Drive
Carp, Ontario, Canada, K0A 1L0
(613.839.3296)
Professional technical communicator with 25+ years of experience
Malcolm has over 25 years experience as a technical communicator that includes planning, 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 training objectives. He has 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 using multimedia.
For the past 5 years, Malcolm’s main responsibility was in creating and presenting training materials associated with the introduction of a new XML DITA-based authoring system. In addition to his full time job, Malcolm also work 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 1-2 hours at local employers and associations); he also created and maintains a web site dealing with diabetes (http://www.diabetestype2.ca).
Experience Highlights
·  Analysis of knowledge transfer, document, and training requirements for hi-tech products
·  Preparing knowledge transfer, documentation, and training plans
·  Preparing and presenting knowledge transfer business cases
·  Creating knowledge transfer documents and training courses
·  Conducting knowledge transfer document and training needs and gap analysis
·  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 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.
Employment History
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 1999 – 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
Projects
Nortel Technical Documentation Application (NTDA) Project
Nortel, 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
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. This project involved:
·  Consulting with Nortel Knowledge Services management and senior staff to identify the current and future key skills required.
·  Developing and distributing, to over 300 staff (IT support, project managers, and technical writers), a questionnaire to identify current skill proficiencies in the identified key skills.
·  Creating a Microsoft Access database and entering all the collected responses.
·  Analyzing the collected responses to identify strengths and weakness within the Knowledge Services organization and the skill set needed by external vendors.
·  Creating and presenting a report to management that outlined a knowledge transfer strategy and training courses needed to address the skill gaps within the Knowledge Services organization.
·  Implementing the knowledge transfer strategy throughout the Knowledge Services organization.
·  Developing two knowledge transfer eLearning training courses and presenting 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. This project involved:
·  Designing, implementing, and testing a method for automatically capturing conditional text tags using Epic Editor profile configuration files (PCFs).
·  Updating four XML Document Type Definition (DTD) files to support the new PCFs.
·  Creating the processes, procedures, training materials, and providing ongoing support for using and creating new profiles by over 300 staff and external conversion vendors.
·  Presenting 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
This project was initiated to support the knowledge transfer to over 300 staff (IT, managers, and authors) 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.
Identifying what needed to change, what new processes were needed, and what training was needed to support the new XML-based authoring system involved:
·  Identifying which existing processes needed to be changed or replaced and what new processes were required.
·  Identifying and creating the required underlying detailed operating procedures.
·  Documenting the new knowledge transfer processes and procedures using Microsoft Powerpoint and Adobe Acrobat (and, eventually, in XML and HTML).
·  Updating and introducing new processes and procedures as required and providing the training needed to use them.
·  Informing the NTDA user community of over 300 staff whenever a new process or procedure was created or changed.
·  Initiating and supporting monthly training sessions that focused on anything new.
·  Improving 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.
·  Maintaining 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
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. This project involved:
·  Preparing 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.
·  Identifying all existing Non-MTBI structures and mapping them to the new MTBI structures.
·  Identifying what could be changed in the source Non-MTBI XML documents to ease the information transformation task.
·  Consulting with Nortel product information architects to define how the information transformation script should be designed to simplify the conversion task for all staff.
·  Preparing the knowledge transfer training materials needed by over 300 staff and external vendors to perform the conversion task.
·  Preparing test cases for, organizing, and conducting user acceptance testing of the transformation XSL script and knowledge transfer procedure.
·  Conducting knowledge transfer training sessions with over 300 staff.
Succession VoIP Specification Project
Nortel, Knowledge Services, Senior Information Developer (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 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 as the definitive guides for all VoIP solutions. See http://writedoc.com/resume/Nortel/success.htm
CIS Gateway CSCP Access Project
Nortel, Knowledge Services, Information Development Team Leader (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 multidiscipline team of 7 people. He also created and maintained the FrameMaker templates used for all deliverables. See http://writedoc.com/resume/Nortel/concert.htm
IMPSAT Proposal Project
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 Projects
Nortel, 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 employees.
Canadian Forces Supply System Upgrade (CFFSU) Project
Digital, Contract Proposal Editor (Feb 1993 – Oct 1993)
Project Cost: $80,000
The purpose of the Canadian Forces Supply System Upgrade (CFFSU) project was to upgrade the existing inventory management and supply system which had been in use by the Canadian Forces for 20 years. The CFSSU project will provide a global computer-based system to manage distribution, accounting, provisioning, and replacement for all supplies to Canadian Forces’ bases and units in Canada and abroad. The upgraded system uses leading-edge client/server-based computing technology and is capable of handling up to 170,000 transactions daily and over 6.2 million issues of materiel annually. Over 9,000 military and civilian personnel are involved in using the system that tracks some 1.4 million stock numbers for DND’s $11 billion inventory.
Malcolm was an Editor on the Digital Team Andersen CFFSU Proposal team and he assisted authors, edited, and checked for specification (MIL-STD-2167A) compliance.
Digital Video Learning Network (DVN) Project
Nortel, Contract Senior Technical Writer (Nov 1993 – Mar 1999)
Project Cost: $520,000
The 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 planned, created, and managed all DVN documentation, which included: