Published, Certified and Experienced

Senior Enterprise Technical Writer | Technical Business Analyst | Infrastructure Documentation Specialist

Certified and published Senior Technical Writer and Systems Engineer with 20+ years of experience supporting enterprise IT infrastructure, ServiceNow initiatives, Agile development teams, compliance programs, AI-enabled knowledge management solutions, and technical operations. Proven ability to translate complex technical concepts into clear operational documentation for audiences ranging from end users to Tier 3 engineering teams.

Extensive background in enterprise environments including Boeing, USGS, Hyundai, Dell, and Redwood Software. Experienced in ServiceNow Agile Story creation, ITSM workflows, disaster recovery documentation, compliance governance, knowledge management, and infrastructure support for Windows, Linux, UNIX, Active Directory, VMware, and cloud-based systems.

Extensive hands-on experience leveraging generative AI platforms including Claude, Claude Code, ChatGPT, GitHub Copilot, and Microsoft Copilot to support technical writing, business analysis, knowledge management, content generation, process improvement, and AI-assisted documentation workflows.

Published author of multiple IT certification and security books through McGraw-Hill and Syngress Media.

• "Surviving the High Tech Interview" article for Microsoft Certified Professional Magazine.
• "Sun Certified System Administrator for Solaris 8 Study Guide" book published by McGraw-Hill
• "Hack-Proofing Solaris" book published by McGraw-Hill
• "RHCE Red Hat Certified Engineer Study Guide" book published by McGraw-Hill
• "Optimizing Networks with SnifferPro" book published by McGraw-Hill
• "How to be Anti-Social: Preventing Social Engineering Hack Attacks" Whitepaper published by Syngress Media
• "New Security Features in Solaris 9" Whitepaper published by Syngress Media
• "Sun Certified System Administrator for Solaris 9 Study Guide" book published by McGraw-Hill

• SCSA - Sun Microsystems Sun Certified System Administrator Passed Solaris System Administrator Exams Parts I and II.
• MCSE - Microsoft Certified System Engineer and Microsoft Certified Internet Information Specialist - Passed Microsoft Certification Exams on Windows Desktop, Windows Server/Active Directory, Networking Essentials, Internet Information Server, Index Server and TCP/IP. Experienced Exchange administrator.
• ServiceNow Associate Business Process Analyst – Completed required training for Story creation and Agile process for development projects. 

• Over 20 years of experience as a technical writer for wide range of customers from end users to third-tier support engineers using text-editing applications such as Sharepoint, Microsoft Office Suite, Google Suite, Madcap Flare, Confluence and Wiki. Experienced in Agile/SCRUM methodology. Experienced with variety of ERP software such as MS Dynamic, Rossum, SAP and Oracle NETsuite. Experienced in wide variety of markdown editors and HTML coding.
• Hands-on System Architect and IT Engineer on a wide variety of operating systems and hardware including UNIX, Linux and Windows Active Directory environments. 
• Producer and host of Technically News, a syndicated radio news program for information technology professionals.
• Served in the United States Marine Corps as a Scout/Sniper. Received 3 meritorious promotions, Good Conduct Medal and Special Commendation from Republic of South Korea. 

 June 2024 - current: Redwood Software - Technical Writer

• Developed enterprise technical support documentation and operational knowledge articles.
• Redesigned support documentation portal and implemented link-checking and document review workflows to improve content accuracy and usability.
• Created workflow prioritization application to improve documentation and support efficiency.
• Developed and tested AI-assisted documentation workflows, generative AI content processes, and knowledge management solutions.
• Leveraged Claude, Claude Code, ChatGPT, GitHub Copilot, and Microsoft Copilot to accelerate research, documentation development, content validation, and business analysis activities.

Oct 2022 – June 2024: Delta Consulting/Hyundai – Sr Technical Writer

• Created and maintained technical support documentation for Tier 3 engineering and support teams.
• Updated disaster recovery procedures and redesigned enterprise support documentation library.
• Ensured documentation compliance with SOX and ISO governance requirements.
• Streamlined documentation workflows and improved accessibility of operational procedures.

June 2020 – Oct 2022: Dell/Boeing – Sr Technical Writer/Compliance Manager

• Produced technical and compliance documentation supporting lab and production Windows/Linux environments.
• Supported Agile development and infrastructure operations for enterprise and federal compliance initiatives.
• Ensured systems and documentation complied with Boeing and federal data security standards.
• Coordinated compliance tracking and operational documentation across engineering teams.

Sept 2017 to May 2020: US Geological Survey Dept.  – Technical Writer/System Engineer

• Developed technical documentation supporting the Southern California Earthquake Early Warning System.
• Supported Windows Active Directory, Linux servers, LDAP monitoring services, VMware infrastructure, and enterprise backup environments.
• Created operational procedures and training documentation for Tier 1 through Tier 3 support teams.
• Designed and implemented disaster recovery and backup/restoration capabilities for mission-critical systems.
• Built and maintained test server environments for training, validation, and operational testing.
• Conducted customized technical training sessions for engineers, managers, and support personnel.

Oct 2011 to Sept 2017: TekSystems – Sr Windows/Linux Team Lead

• Managed documentation and operational support for enterprise production and test systems.
• Led infrastructure upgrade projects involving Linux, UNIX, Windows, AWS, and Active Directory environments.
• Developed technical support manuals and process documentation for helpdesk and engineering teams.
• Trained UNIX/Linux support personnel and standardized operational support procedures.
• Created support documentation covering backup operations, system administration, and enterprise infrastructure workflows.

Oct 2007 to Oct 2011: PlanIT Technology Group - Sr Support Engineer

• Delivered technical support and infrastructure documentation for UNIX/Linux and Windows enterprise environments.
• Managed systems administration and project implementation efforts across multiple customer environments.
• Designed and implemented Solaris Live Upgrade solutions to reduce downtime during server patching and maintenance.
• Developed operational procedures and support documentation for helpdesk, engineering, and systems administration teams.
• Provided project coordination and technical consulting for enterprise infrastructure initiatives.

                                              (Previous Work History Available On Request)

• randy@rcook.com