SUMMARY:

Leveraging years of experience as a Business Analyst and Technical Writer, I’ve produced knowledge - based articles such as guides, user manuals, and standard operating procedures for various service needs including Tier-1, Tier-2, and Tier-3 help desks. I’ve planned and outlined company policies and procedures while implementing a document control and records management system and conducting on these systems. I am very determined, driven, energetic and possess the ability to bring new ideas and business ingenuity to the company’s culture.

SKILL:

• Agile Methodology
• QA Testing
• Technical Writing
• Jr. SharePoint Administrator
• ISO 9000
• Photoshop
• Graphic Design
• Document Systems Management
• Proposal Gathering and Responses
• Requirements Gathering
• RFP and RFI Responses
• Creating and Using Boilerplates

CAREER HISTORY:

Confidential

Business Analyst/Technical Writer

Responsibilities:

• Preparing and developing corporate policies and standard operating procedures
• Coordinating with Subject Matter Experts (SMEs) to craft technical documentation into functional SOPs, Work Instructions, Operations Administrative Procedures (OAPs), and Forms for the Forms Automation initiative
• Creating custom document templates with automated styles
• Formatting documents throughout WMATA for a more cohesive document management system
• Creating process and document workflows for the MetroDocs project
• Rolling out Agile methodologies to the project team, whose goals are to overhaul the current document management system, while improving documentation standards and protocols
• Developing Engineering Modification Instructions and materials
• Creating and deploying preventative maintenance procedures and corporate policy documents
• Enhancing the existing electronic document archiving system, making the tool more efficient to align with industry standards
• Researching old policies and procedures and the development of an online SaaS solution that will store searchable policies for accessibility to employees
• Analyzing project risks and assumptions, and gathering and presenting those risks and assumptions into a excel spreadsheet for analytical data
• Communicating business requirements to stakeholders, and interpret those requirements to the IT development team, who will work with vendors to successfully build a Software as a Solution (SaaS) for the organization
• Analyzing hardware and software requirements and translate those requirements to the project and development teams
• Suggesting areas of internal improvements of systems and processes
• Drafting Request for Proposal (RFP) requirements for SaaS hardware and software that will meet the needs of the organization and align with the goals of the project
• Guiding the product owner in the creation and development of User Stories
• Assist with enforcing project goals and deadlines, in the form of daily scrum calls, project sprint organizing and task assigning

Confidential

Technical Writer/Business Analyst

Responsibilities:

• Ensured proper grammar, formatting, and content of knowledgebase materials, status reports and other program deliverables
• Communicated technical specifications along with project status updates to the team and project stakeholders
• Ensured project documentation was complete, current, and properly stored using CMS tools
• Maintained project Kanban boards and task logs within JIRA, ensuring project tasks and sprints were on time using backlogs and Gantt charts, along with other Agile methods
• Reviewed back logs, escalating project issues and risks to project leadership for immediate action
• Reviewed RFPs and BPs along with Technical requirements as it pertains to the O&M of the program, ensuring that the project work outlined in the bid and proposal was on task
• Successfully delivered a 27-page monthly stakeholders status report to the client as required by the service level agreement
• Produced 508 compliant documentation under the guidance of a 508 SME
• Managed a 900-document collaboration project, knowledgebase articles, and meeting records, migrating them from an CMS tool to SaaS solution used by the client
• Managed software development and document lifecycles relating to Waterfall and Agile Methodologies
• Conducted SME meetings to determine writing system requirement specifications, end-user documentation, and any other required documentation as part of the program operations and contract deliverables
• Developed for the use of templates and Knowledge Management module

Confidential

Project Manager

Responsibilities:

• Maintained the SharePoint platform, managed site permissions, created and managed document libraries
• Developed departmental SharePoint sites, created collaboration pages using Web Parts
• Worked closely with IT as a SharePoint administrator and SharePoint top-level user, connect the technical specifications of SharePoint to the logical UI
• Managed and improved SharePoint workflow
• Used SharePoint to oversee project development, collaborated project tasks and due dates to ensure completion in a timely matter
• Facilitated the development of content for multiple business unit’s web-based solution for online resources
• Tested the functionality of the web-based online solution, managed complex international trade compliance
• Promoted the development of US Trade Compliance Tools documentation for end users across business units
• Supported the Confidential Technologies Corporation (UTC) International Compliance conferences by preparing graphical and animated slideshow presentations for more than 20 conference speakers, including the Keynote from the President of UTC
• Established a database that accurately managed and tracked over 1100 employee records along with their required and completed

Confidential

Technical Writer

Responsibilities:

• Established ERP IT Service Desk procedures, iProcurement and iExpense modules specific SOPs
• Organized SOPs based on project and software requirements
• Analyzed most common technical problems for the deployment of addition document development expanding SOP library for the IT Service Help Desk
• Conducted SME meetings for accurate technical term development
• Converted written documentation into multimedia "How-To" guides using tools such as Oracle User Productivity, ERP, and Hyperion Planning
• Accomplished document processes between IAD and DCA airports

Confidential

Document Control Manager/SharePoint Specialist

Responsibilities:

• Implemented a document control management and records retention solution for Operations and Maintenance (O&M) communications and deliverables
• Created policies and procedures that govern the documentation process for O&M
• Analyzed departmental needs and the development and implementation of operating procedures and methods
• Successfully formed issue tracking by setting up SharePoint collaborative planning solutions
• Reported to the Better Business Bureau on customer complaints and resolutions
• Operated data capture technology to import digitized documents into SharePoint (document management system)
• SharePoint administration with design site templates and structured site permissions
• Recorded document metadata into digital register and ensured that the information is accurate

Confidential

Senior Documentation Analyst

Responsibilities:

• Edited and the wrote policies and procedures
• Published memos and correspondences for international clients
• Reviewed engineering drawing schematics and analyzed data
• Proofread and updated engineering and operating documents
• Managed the change management process
• Wrote and published meeting minutes
• Delivered and coordinated the receipt of documents through FTP site
• Reconciliation of engineering documents, records, and reports
• SharePoint workflow analyst

Confidential

Document Control Specialist

Responsibilities:

• Wrote quality and standard operating procedures based on FDA and ISO:9000 guidelines standard
• Evaluated processes and developing improvement plans for implementation
• Responded to audit findings and implementing corrective action procedures while producing preventive action measures
• Collected, analyzed and organized information required for preparation of batch records, quality manuals, specifications, forms, protocols, reports, SOPs and materials
• Planned, development and implementation of procedures for the proper usage of labs and lab equipment
• Edited functional documents, SOPs, forms, specifications, and bills of materials
• Conducted internal audits, ensured that batch records and SOPs were up to date and consistent with annual review policies