Lead Trainer, Business Analyst, Technical Writer Resume

PROFESSIONAL SUMMARY:

A writer and trainer with over eight years of experience producing documentation and process improvement initiatives for IT organizations.
Skilled at producing a wide range of program artifacts

Policies
Processes
Procedures
Work Instructions
Training Materials
Quality Assurance Checklists
Deep experience as a process improvement analyst in the following elicitation, documentation, and instructing tools and techniques:

Training / Coaching
Assessment Reporting
Program Asset Creation
Process Asset Library (PAL) maintenance
Version Control
Configuration Management
Peer Reviews
Gap Analysis
Capabilities include excellent verbal and written communication skills, wide experience with process improvement frameworks and methodologies, coaching and mentoring abilities, independent and self - directed initiative with a collaborative and cooperative approach to teamwork.

TECHNICAL SKILLS:

ITIL

SCAMPI / ISO 15504

ISO 9001

SOX / CoBIT

Word / MS-Office Suite

Visio

RoboHelp

PowerPoint

Quark

QuickBooks

MAC

SharePoint

PVCS Tracker

Front Range ITSM

EXPERIENCE:

Confidential

Lead Trainer, Business Analyst, Technical Writer

Responsibilities:

Responsible for developing and maintaining all project-related training material, conduct multiple, enterprise-wide training courses to address the new ITSM program and associated practices.
Create supporting documentation such as work instructions and quick reference guides and continue to mentor individuals within the organization.
Contribute to the ITIL program with policy, process, and workflow documentation.
Partner with ITSM system architect to provide system testing and recommendations based on gathered business requirements.

Confidential

Documentation Specialist

Responsibilities:

Created marketing material such as program catalogs and newsletter, white papers, trade analysis, capture project activity processes, develop proposal documents, modify/edit cost models, and document project milestones.

Confidential

ITIL Process Engineer, Technical Writer

Responsibilities:

Develop ITIL documentation for both internal and customer use.
Write, rewrite, and/or edit ITIL related documents: training material, work instructions, standards, and procedures.
Prepared supporting illustrative materials and participated in document quality reviews.
Performed gap analysis of ITIL and SLA requirements with current procedures and documentation.
Created quality audit procedures and tools.
Produced documentation for multiple ITIL process areas.

Confidential

Technical Writer

Responsibilities:

Analyzed current process methodologies to provide a gap analysis between current processes and the Confidential - DEV process model.
Created detailed recommended roadmap report detailing compliance accomplishment and provided suggestions for successful program completion.
Documentation artifacts from this engagement: