SUMMARY:

• Technical writer wif extensive experience in business systems analysis; excellent communication, analytical and organizational skills, working effectively wif all staff levels from executive to clerical; fast, flexible, independent worker.
• Specialist in analysis and documentation of business operations and procedures, information technology and system development methodologies. Expert: business process analysis and documentation
• Data analysis and reporting, relational database concepts, user documentation, technical documentation; MS Word (macros, styles, cross s, toolbars), Visio, Excel (functions, lookups), PowerPoint, Acrobat. Former NASD Series 7 and 63

PROFESSIONAL EXPERIENCE:

Technical Writer/process analyst

Confidential

Responsibilities:

• Renovating and reengineering policies and procedures covering branch and back - office operations as well as corporate governance (regulatory compliance, risk management, etc.).
• Edited documents to standardize terms and writing style, organize and restructure step-by-step instructions, and separate policy and procedure content.
• Developed and updated document content in collaboration wif subject matter experts. Standardized formatting through design and consistent application of paragraph styles.
• Developed process flow diagrams. Tools: Word wif auto table of contents, structured paragraph styles, captions, tables and figures (screen shots, Visio diagrams) wif extensive use of cross- hyperlink navigation. Publishing pdf documents to SharePoint.

Technical writer

Confidential

Responsibilities:

• Developed an organizational structure for department information and project documentation and implemented the design in a Confluence wiki.
• Trained staff and assisted wif authoring content in the wiki and importing legacy documentation into wiki pages.
• Created a course for content authoring and maintenance procedures (Word, Visio). Agile development environment.

Technical Writer/process analyst

Confidential

Responsibilities:

• Edited documents for standardization of terms, writing style and organization, removing policy statements from procedure documents and restructuring step-by-step instructions and workflow.
• Developed and updated document content in collaboration wif subject matter experts. Standardized formatting and paragraph styles for transformation into a noledgebase.
• Developed a series of worksheets to track documents through the revision - review - publication cycle. Tools: Word (paragraph styles, internal and external hyperlinks, auto table of contents, macros, customized ribbon), Excel (Vlookup and other functions), SharePoint.

Technical writer

Confidential

Responsibilities:

• Creating process maps and procedure guides for over 100 business processes in treasury operations: Disbursements, account administration, data and information security, foreign exchange, and reporting and monitoring.
• dis documentation forms the basis for a bank-wide risk assessment. Project involves process analysis, interviews wif SMEs and editing, reorganizing and reformatting existing documentation to update the SOPs and develop new ones.
• Design includes a brief process overview, process flow diagram, and step-by-step process description. Documents are maintained in Word wif auto table of contents
• Structured paragraph styles, captions, tables and figures (Visio diagrams) wif extensive use of cross- hyperlink navigation and full version control. Document design adopted by other bank business units for process documentation.

Technical writer

Confidential

Responsibilities:

• Documented Risk Management procedures for consumer, commercial and auto dealer credit operations.
• Documentation includes description of input data, theory and operation of statistical models, and procedures for forecasting various risk factors (Visio process flows and narrative).
• Goal: Enable the company to appropriately price finance and lease contracts, minimizing losses.
• Input data includes various economic indicators of general business conditions (CPI, GDP, employment, treasury securities, etc.) auto industry business climate indicators, and various public and company pricing surveys.
• Documentation explains forecasting methodologies and demonstrates the basis for forecasts to corporate finance and auditor audiences.

Technical writer

Confidential

Responsibilities:

• Working wif department create new and update existing desktop procedures, including process flow diagrams (Visio), process descriptions and step-by-step instructions for document processing and data entry, charts and tables, and materials (MS Word).
• Procedures cover cash management products such as Remote Image Deposit, ACH Processing, Sweep Accounts, Funds Transfers, etc. My documentation techniques (Word macros and toolbars), physical formats and instructional design concepts were also adopted for documentation projects in Commercial Customer Service and Retail Customer Service business units.
• Overall project is to provide existing business process input to the bank’s implementation of the Finacle core-banking solution.

Technical writer

Confidential

Responsibilities:

• Working closely wif business analysts to produce and maintain API documentation (XML) and functional design documents for product licensing and entitlement management services, customer correspondence middleware, and track-wide architecture.
• Documentation includes UML implementation and integration diagrams, process flows, organization charts (Visio), a standardized FDD template in MS Word, and various presentations in PowerPoint.
• Converted existing documentation into departmental document templates, standardizing the formatting of tables, headings, captions, etc., publishing to the developer's Wiki. Environment includes Siebel 8.1, Oracle Application
• Integration Architecture, Billing and Revenue Management, Product Information Management.

Technical writer and business analyst

Confidential

Responsibilities:

• Developed standard operating procedures for the full product lifecycle: Project submission, analysis and tracking procedures and forms
• Quality Assurance procedures for offshore production of CAD drawings; customer service policies and procedures; manuals, cards and presentations covering drafting standards and practices
• Architectural history. Developed SOPs integrating manual/desktop procedures and workflow (swim lane diagrams) wif the CRM system. Produced proposals and ISO 9000 compliant customer business interface procedures.

Environment: AutoCAD, Revit, Salesforce.com, MS Word, Excel, PowerPoint, Visio, Adobe Acrobat and LiveCycle Policy Server.

Technical writer and business analyst

Confidential

Responsibilities:

• Developed technical and user documentation for mutual fund and insurance record keeping, as well as participant enrollment and reporting web site. Application technology: Web and VB front end to Oracle database, wif Oracle Discoverer reporting. Documentation technology: Word, Visio, Excel, Access.
• Analysis and documentation of system administration workflow and procedures for SOX compliance, including backup and recovery, user ID management, access logging and review, security event logging and review, data dictionary, etc.
• Analysis and documentation of HR and corporate policies and procedures such as confidentiality agreements, access to premises, purchasing and budgeting.

Technical writer business analyst

Confidential

Responsibilities:

• Analyzed business requirements and developed procedures for the global remote computing program, implementing VPN access to enterprise data from workstations off bank premises.
• Created quick start guides and user manuals for installation, configuration and troubleshooting of three workstation platforms. Created Intranet content and newsletter articles publicizing the program for a non-technical audience, including business issues and product features
• Explaining technology in terms of its benefits to the business.

Technical writer and business analyst

Confidential

Responsibilities:

• Analyzed and documented workflow and data requirements for building assessment, site survey and buildout, service order processing, service provisioning and interface wif network operations center (Spectrum).
• Documented the Operations Support System (Remedy Action Request System front end to Oracle database). Project included detailed process
• Flows for lighting a building and managing service orders, data entry procedures for the building/service order database, and API documentation for interface wif Spectrum.

Technical writer and business analyst

Confidential

Responsibilities:

• Developed and documented system implementation and support, network engineering and project management processes for the global Internet services department, the ISP for all bank Internet and Intranet services.
• Project included trouble ticket management, change control, system monitoring and reporting, DNS maintenance, project methodology, timelines, status reporting, requirements and deliverable templates, network architecture diagrams
• Service Level Agreements (SLA). Participated in proposal team, guiding content to be truly responsive to the RFP and explaining technology in terms of its benefits to the business.

Technical writer and business analyst

Confidential

Responsibilities:

• Analyzed and documented business processes and procedures for sales, network engineering, customer care, service provisioning and network operations.
• Project included: slide show overview of business processes (PowerPoint); development of high-level and detailed process flows, data flow diagrams and paper forms
• Development of a high-level logical data model (Visio ERD, entity and relationship descriptions, query examples) and user guide for Building Information Management System
• materials for halp desk and standard operating procedures (SOPs) for Internet-based service provisioning process.

Technical writer and business analyst

Confidential

Responsibilities:

• Designed and documented a system development methodology (SDLC) for the worldwide desktop development organization: workflow analysis; database and GUI design and coding standards, detailed guidelines for planning projects
• Gathering requirements, classifying opportunities and selecting development tools. Project included tutorials on entity-relationship analysis (flat file spreadsheet
• Relational database) and creating test plans, a detailed case study demonstrating analysis techniques and project deliverables, and review of business issues driving the methodology project.

Technical writer and business analyst

Confidential

Responsibilities:

• Review of business issues driving the methodology project, workflow analysis; standards development (database design, SQL coding, server configuration, application installation)
• Standardized interfaces and project planning wif user department business analysts and system development vendors. (Oracle, SQL Server).
• Created data flow diagrams, process flow charts, server configuration diagrams, project plan template (MS Project) database request forms and system turn over template.
• Documented functional specs for a legal fee auditing system: data flow diagrams, record layouts, field definitions, process descriptions.