Eric Schaefer

Illuminating user experience

Building team, process, product

Content Developer

· Clear text and visual design

· Topic-based, single-source writing with DITA

· Customer focus

· Team building

Professional Experience

IBM Corporation, San Jose, CA

Advisory Software Engineer: Content Design and Development

2020 to Present: IBM Z operating systems

· Updated tech docs and online user assitance for z/OS Mgmt. Facility: a task-oriented, web browser-based UI for managing IBM Z administrative tasks

· Collaborated with zTrials developers to enhance UI text and integrated user assistance

· Increased the content development team’s scope of involvement in the management of z/VM help files

· Enhanced information retrievability to address the pain of users who are new to IBM Z products

2019 to 2020: Digital Business Automation, IBM Datacap

· Led a small, globally dispersed group of writers

· Improved file and defect mgmt processes and team coordination

· Reorganized and rewrote product documentation to improve clarity

· Decreased customer escalations by providing rapid, accurate document updates

2006 to 2016: IBM Tivoli Storage Manager (Now IBM Spectrum Protect)

· Designed processes for error messages across the TSM product family, coordinated among publications and product UI

· Managed a semi-automated process for generating command line user assitance

· Coordinated migration from SGML to DITA among writers and engineers

· Managed translation activities for publications

· Owned pubs for several products

· Led small groups of writers

Education

Certificate with Honors, UX and Web Design, UCSC Silicon Valley Extension, Santa Clara, CA

Bachelor of Science (BS), Computer Science, California State University Dominguez Hills, Carson, CA

Bachelor of Arts (BA), Economics, University of California, Santa Cruz, CA

Master of Arts (MA), Linguistics/Teaching ESL, San Jose State University, San Jose, CA

Tools

Authoring: DITA, Oxygen editor, HTML

Content management systems: Rational Team Concert, IDCMS, Github, Drupal, Wix

Scripting: Object REXX script, Windows command files, JavaScript

Productivity: Slack, Trello, Mural, Microsoft Office Suite

Design (basic skills): Bootstrap, CSS, JavaScript, mobile design, responsive web design

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