SUMMARY

• Results - oriented professional with 35+ years’ experience leveraging people, processes, resources, and technology to provide effective solutions.
• Accomplished analyst and manager in Project Management, Technology Management, and Software/Systems Development Life Cycle (SDLC).
• Excellent team developer and facilitator with outstanding communication, leadership, and relationship management skills.
• Expert technical editor and writing skills including Section 508 compliance, with focus on engaging project stakeholders to create win-win situations.
• Writing for more than 30 years, everything from magazine articles and books to operations and technical application roll-out manuals.
• Adept at being able to view a process, document it, advise on process improvement, make the presentation to the Board or senior management, handle the implementation as Program or Project Manager, write the manual, and teach the classes.
• Correspond well with the clients both orally and in writing.
• Masters (Management and Project Management).
• Certified as a Project Management Professional (PMP) and in ITIL v3 Foundation, DevOps Foundation, and Scrum Fundamentals so especially good at working with architects, developers, engineers, and all levels of stakeholders in an IT environment.
• Ensure my staff and users have all the information to get the job done right the first time and every time.
• Used to managing from end to end, along with developing subordinates. U.S. Citizen with current SSI Public Trust Clearance.
• Background checks cleared through TSA, FEMA, USDA, and EPA.
• Willing to travel or relocate anywhere in the world (long-term engagements preferred).

TECHNICAL SKILLS

MS Office 365 including Access, Word, Excel, PowerPoint, Visio, and MS Project; Snag It 6; Snip & Sketch; SharePoint 2010; ServiceNow (Jakarta and Kingston); JIRA, Confluence, Hyperion, Open Office, Rally, Clarity.

PROFESSIONAL EXPERIENCE

Confidential, Milpitas, CA

Sr. Business Analyst

Responsibilities:

• IT assignment with the Aspect Dialer Integration project (22-year-old application being rewritten for both Call Center and Web formats) and the C4 Phase II State Farm project; analyze and document business processes; develop complete and accurate business models including process and data.
• Liaise with business line managers, users, stakeholders, and leadership to understand priorities, business requirements; work with project team members, and other IT departments to understand and document project objectives and scope.
• Work with business owners from affected areas to understand current processes; document and prioritize requirements; complete standard documentation (user stories, use cases, functional specs, and more).
• Work with development team and delivery work streams to develop optimal solutions; work with Scrum Master to ensure project deadlines are met and delivered within budget. Maintain user stories in Rally, projects in Clarity. In addition to BA duties, Scrum Master for three teams (C4, Aspect, and Legacy); included ceremonies for meeting facilitation, story follow-up, backlog and iteration planning, refinement sessions, releases, developer holiday and vacation tracking; weekly reporting to management, and participation in various management, Product and Project meetings as required.

Business Analyst - Senior Principal

Reston, VA

Responsibilities:

• Projects included Integrated IT Governance Framework for USDA and a transition from Remedy to ServiceNow at EPA EUS (systems and service development life cycles/ SDLC); enforcement of ITIL v3 standards in waterfall to agile transition environments.
• Member Change Advisory Board (CAB) for governance project at USDA.
• Provided project planning, implementation, workflow control, and lessons learned for Knowledge module deliverables.
• Developed common glossaries and templates for many deliverables and reports across the project cycle (PMO, architectural, business, and security documentation).
• Established artifacts library with more than 150 templates for investment deliverables.
• Gathered SDLC data, knowledge support and analysis working with architects, engineers, security and other swim lanes to produce a governance overlay.
• Liaison between users and technical personnel.
• Gathered requirements and developed templates for project lifecycle, governance, and Section 508 compliance.
• Facilitated interviews and requirements sessions with stakeholders and managers across a 300+ person virtual matrix as well as brick and mortar locations to identify and validate requirements. Identified and validated current processes; performed gap analysis to find areas for standardization and process improvements; identified business needs or process problems, with suggested solutions and justifications for expenditure as needed; evaluation with Visio documentation and suggested enhancements.
• Centralized knowledge from transition of Remedy ticketing system to the ITSM tool ServiceNow platform; evaluated existing knowledge, created new knowledge.
• Created databases for access by call center operators, Tier level technical support, trainers, and end users. Provided processing, maintenance, management of knowledge production, and on multiple levels. Composed written information and edited materials.
• Created and edited work of technical writers for knowledge articles and program deliverables in the knowledge arena.
• Ensured all material clearly presented information at an appropriate audience level to promote a thorough understanding.
• Conducted classes including UAT criteria and oversight.
• Managed and communicated requirements throughout the SDLC including prioritization, change management, and conflict resolution.
• Examined documents produced by organizational components, to include correspondence letters, regulations, policies, memos and reports.
• Collaborated closely with ITIL phase managers, especially Change, Incident, and Release.
• Assisted staff in preparing clear, accurate, and concisely written documents representing major management issues .
• Embedded with Information Security team for over a year. Received SAIC Sector Recognition in 2016.

Technical Writer

Morrisville, NC

Responsibilities:

• Projects included Red River Valley Basin Flood Planning documentation for FEMA Region VIII, and an Agricultural Incident Annex for FEMA Region VII.
• Worked with various subject matter experts, disaster analysts and planners, and local/state/Federal officials to provide comprehensive professional documentation with a common voice to capture common planning scenarios based on GIS computer modeling data in the Red River Valley.
• Worked with various subject matter experts, mid and senior level planners, Whole Community Partners, and Federal Lead Agency officials to provide comprehensive professional documentation with a common voice for four states and nine sovereign Indian tribes, including development of templates for national use (support to supplement and complement Federal efforts to respond to a Food, Agriculture, or Veterinary incident with rapid mobilization for response).

Consultant/Contractor

Kansas City, MO

Responsibilities:

• ECCO Select - Tech Writer/Documentation Manager (4/ /13) Wrote Health Management Systems’ developer, orientation, supervisor, and manuals for their State of Missouri Medicaid A/R Project. Embarq Member of Technology Planning Team and Senior Writer ( ); Project manager for the creation and standup of a centralized Technology Standards Library and project lead for the process piece of the On-Demand cloud initiative. Also produced curriculum and manuals, several process manuals and Architectures. Contact 1301 Oak Street, Suite 400, Kansas City, MO 64106, Adriana Martinez, Account Manager 8203 or 3800
• Confidential - Tech Writer for Park Pirate Radio 90.5 FM, KGSP ( ; updates ); /orientation manual for broadcast students at Confidential . Contact 8700 NW River Park Drive, Parkville, MO 64152, Jeremy Everts, supervisor 2774
• Confidential, Confidential . Tech Writer, Private Shares Offering. ( ). Contact 15 Main Street, Parkville, MO 64152, Kevin Heaton, Owner 4004:
• Affordable Chiropractic Clinic Special Projects; employee handbook and operations guide, forms, PowerPoint presentations, web updates for. ( ; infrastructure/spreadsheet work ). Contact 420 Armour Rd, Kansas City, MO 64116, Dr. Dan McMurtray 5036
• KC Spectrum Administrator for A Guide for the Autism Community; publication sent to the autism community with relevant news and information. Office functions, research, and admin support. ( ). Contact Suite 410, Livestock Exchange Building, 1600 Genessee Street, Kansas City, MO 64102; owner Kathy Vescovi Owner 9248
• KeepITHome Director of Administration (remote). Start-up infrastructure work and administrative support. ( ). Contact 11300 Glen Arbor Terrace, Kansas City, MO 64114: Ed Lyman, Owner 3859
• Organic Lifestyle Magazine Copy Editor/Edit Staff for online confidential (remote assignment. ( ). Contact 4281 Wayburn Street, Detroit, MI 48224; Michael Edwards, Owner 0167
• Alliant Techsystems (ATK Lake City) Web editor; writer for Cincom Control:2005 software update conversion at the Lake City Army Ammunition Plant ( materials and communications). ( ). Contact 25201 MO-78, Independence, MO 64056: Project Manager Bob McDowell 7164
• H&R Block Technical editor and writer for IT Department; editor, ad hoc reports, template creation/revision, QA, and New Associates Orientation book ( ). Contact 1601 Main St, Kansas City, MO 64105; Helen Johnson
• Jackson-Hewitt Learning Group Legal Department Technical Writer for Jackson Hewitt’s Learning Group/Legal Department for their Tax Return Compliance Manual for Franchisees and Compliance Manual. ( ). Contact 3 Sylvan Way, Parsippany, NJ 07054; Adam Ratner, Esquire/Legal Department 0705
• Brass Winds Consultant and Trainer. Arizona’s largest retail fan and lighting showroom. Projects involving business analysis, infrastructure and operations build-out, employee handbook, management team dynamics, operations manual, service department management and standardized templates. ( ). Contact: 3143 E Greenway Rd Ste 601, Phoenix, AZ 85032; Owner Russ Gardner 6800
• Maple Woods Community College Writer. Created handouts with detailed screen shots and step-by-step instructions for Internet and Email community for computer Adult Classes (7/07). Contact 2601 NE Barry Road, Kansas City, MO 64156; 816/,
• FirstLine Transportation Security Operations Consultant for airport screener operations management at EYW/MTH, Florida (business planning, Ascent programming, formal presentations, staff . (3/07). Contact 7135 Charlotte Pike - Suite 100, Nashville, TN 37209: Julianne Gozar, VP 1839
• Tshibanda & Associates Technical Project Writer for the City of Kansas City Finance Department. Wrote and or compiled complex purchasing policies and procedures for the consolidation of that function through PeopleSoft (and later on, updates), converted a Tax Regulations manual, wrote a Reporting Guidebook and notes for PeopleSoft Purchasing Reports, Tax Audit Procedures Manual and Audit Manual, Peak Season Guide and, and Internal Audit Compliance Procedures manual. ( ). Contact 717 Oak St, Kansas City, MO 64108: Sr. Partner Bob Hodge 6489

Program Manager

Kansas City, MO

Responsibilities:

• Scheduling Manager - Managed production and distribution of work schedules and changes for screener staff of 600+, operating with two direct reports.
• Accountable for administration associated with the effective management of operations interface including document control, handled special projects, and served as computer administrator when required. ( )
• Assistant Director of Operations/Duty Manager - Administration associated with the effective management of operations, effective communications up and down the chain of command as required, day-to-day station activities, direct employee interface, document control, screener staffing oversight, and service delivery.
• Counseling, mentoring, and individual of employees and full process control of disciplinary action at the terminals.
• Special projects including an appointment as liaison to the KC Department of Aviation, working with their transportation engineers to ensure accurate measures were taken for emergency planning and operations.
• Computer administration when required. Maintenance of their General Operations Guide (GOG) and Sensitive Security Information (SSI) masters at the OPS Center. ( )