SUMMARY

• Innovative and detail - oriented technical communicator and business analyst with more than 20 years of experience in roles of increasing responsibility and technical aptitude.
• Emphasize quality and usability in developing effective deliverables for government, healthcare, utilities, and e-commerce projects.
• Known for teamwork, dedication, versatility, and writing and editing expertise.
• Possess excellent communication and organizational skills.
• Thrive in a fast-paced, deadline-oriented environment.
• Balance multiple projects and priorities.
• Adapt easily to changing environments and project requirements.
• Develop strong rapport with subject matter experts and colleagues.
• Learn quickly and enjoy investigating issues and finding solutions.

TECHNICAL SKILLS

Authoring Tools: Microsoft Office (including PowerPoint), Adobe Captivate, RoboHelp Office, Adobe FrameMaker, WebWorks Publisher, HTML, Dreamweaver

Graphics Tools: Visio, Snagit, GIMP

Languages: SQL, HTML

Concepts: Online Help, Learning Management Systems (LMS), Web-Based Training (WBT), single-sourcing/content reuse, User Acceptance Testing (UAT), proposal writing, SDLC

PROFESSIONAL EXPERIENCE

Confidential

Business Analyst

Tools: Microsoft Office, Adobe Captivate, Toad, Snagit, OWCMS, WIET, CFIS

Responsibilities:

• Created Captivate videos to introduce system functionality and updates.
• Ran Toad queries to troubleshoot issues or produced reports as requested.
• Worked with customers and development and other staff to analyze and resolve system issues.
• Spearheaded increased communication efforts with customers by creating a deployment document template, collaborating on the content, and distributing the document to users.
• Served as administrator for OWD in activities related to the planned implementation of a Learning Management System (LMS).
• Maintained OhioMeansTraining, the repository for documentation related to the system. Moved all documentation created in RoboHelp to the application, which was built by state development staff, and created a user guide to document processes, styles, and workarounds. Performed knowledge transfer to State staff.
• Served as the manager’s “right hand” and assisted with training, documentation, requirements creation, UAT, and other tasks.

Confidential

Technical Writer

Tools: Adobe RoboHelp

Responsibilities:

• Assisted members of the training team in learning how to work in Adobe RoboHelp.
• Planned session agendas, performed demonstrations, and coached users through various RoboHelp tasks via webinar.
• Recommended strategies for work processes.

Confidential

Business Analyst

Tools: Microsoft Office

Responsibilities:

• Developed business requirements, including a mockup and wireframes, for the IT SharePoint site.
• Attended JAD sessions and worked with the client to document as-is and to-be processes.
• Performed system testing.

Confidential

Technical Writer

Tools: Microsoft Office, WMS, Snagit

Responsibilities:

• Developed five training presentations and more than 75 quick reference guides to accompany the implementation.
• Coordinated deliverables review with client SMEs.
• Adapted to multiple changes to the review process.
• Assisted in tracking questions that arose from training sessions and in maintaining minutes for daily debriefings.

Confidential

Technical Writer

Tools: Microsoft Office, PowerPlant

Responsibilities:

• Developed more than 35 quick reference guides to accompany the implementation of a utility application and to supplement vendor-provided training and documentation.
• Coordinated deliverables review with client SMEs.
• Coordinated user training and the printing and delivery of the training manuals.
• Created 13 quick reference guides to accompany the rollout of a new employee expense reporting solution.

Confidential

Technical Writer

Tools: RoboHelp X5 and 8, Snagit, Microsoft Office (including Visio), Dimensions

Responsibilities:

• Created or updated documentation for 4 (3 large) help systems.
• Collaborated on a complex single-sourcing initiative that involved generating five deliverable sets for five different user types from one RoboHelp project.
• Collaborated in developing, maintaining, and testing a Web-Based Training (WBT) application. The application used a training instance of the case management system and tracked user completion of lessons. Users were required to complete lessons before registering to attend instructor-led training.
• Collaborated with colleagues and client staff to develop and document a workflow and process description related to deliverable deployments and the request for and disbursement of National Emergency Grant (NEG) funds.
• Collaborated in upgrading RoboHelp X5 to RoboHelp 8, including creating and testing Cascading Style Sheets (CSS), setting up database connections through RoboSource Control 3.1, and tracking progress in conversion work.
• Collaborated in developing and administering a transition plan to train client staff to take over the RoboHelp project.
• Maintained and updated supporting information (including an Architecture Guide, a Production Guide, and a Style Guide) to document team processes for future reference and to facilitate transition to client.