SUMMARY

• Savvy communicator and team player wif more than nine (9) years’ experience in business analyst and technical writing.
• Excellent communication, interpersonal, conceptualization: expert at managing multiple projects and highly organized and adaptable. Thrive on solving complex problems. Excellent analytical and presentation skills.
• Risk analysis to identify gaps in teh policies and procedures and recommend requirements to adherence in government compliance.
• Experience gathering information from various sources, including interviews, engineering and marketing documents, product simulators and demos, and *basic* programming code
• Experience includes program assessment and evaluation, proposals, strategic planning, public relations, collaboration and creating end user documentation.
• Experienced in all aspects of SLAs, SDLC, RFPs, OLAs, Standard Operating Procedures (SOP), Requirements Analysis and Management, Hardware and Software Configuration Management. Proven ability to work under pressure, meet tight deadlines, manage Quality Assurance and work in a team or independently.
• In - depth noledge of Rational Unified Process (RUP), risk engineering; data modeling and mapping, and design using UML, Rational Rose and Visio.
• Proactive team player wif proven ability building rapport and cooperative exchange and experience working wif remote teams
• Exposure to software development methodologies of Agile & Waterfall

TECHNICAL SKILLS

• Microsoft Office Suite - MS Project
• Visio
• Access
• Wood
• Excel
• PowerPoint
• Outlook
• Adobe
• Photoshop
• Publisher
• Software Development Life Cycle
• Project Management
• Oracle
• SQL
• SharePoint
• Wiki
• Snipping Tool
• Snag-IT
• Active Directory
• Training & Mentoring
• XML
• HTML
• Rational ClearCase
• PeopleSoft
• RoboHelp Office
• Siebel
• WebEx
• SteelJay Project Viewer
• Sarbanes-Oxley (SOx)
• SaaS
• Lotus Notes
• Google
• Customer Relations Management
• Process Analysis
• Risk Management
• Business Analysis
• Scrum Master for Agile
• Waterfall
• Remedy iHeat training

PROFESSIONAL EXPERIENCE

Confidential

Business Analyst /Senior Technical Writer

Responsibilities:

• Worked wif Disaster Recovery Manager in teh development of disaster recovery plans for key applications; work wif application owners and infrastructure teams on teh documentation, requirements of Stakeholders throughout teh SDLC.
• Create and develop Information Technology Contingency Plan
• Create and update policy, business process flow diagram and modeling, procedure, and work instruction documents which support teh transition and operations and maintenance (O&M) of a large IT infrastructure across different 14 regions of teh GSA using Visio
• Analyze new developments to determine need for revisions in previously published materials and development of new material.
• Vendor management, work wif vendors to determine SLA's, and contract provisions
• Risk analysis to identify gaps in teh procedures and recommend requirements to adherence in government compliance.
• Coordinating wif Stakeholders and vendors relating to bids, and preparing final documentation for contract awards
• Interviewing vendors, for best practices and required deliverables using teh cost approach methodology.
• Conduct Business Impact Analysis
• Recommend, implement, and administer a Business Continuity planning system
• Organize material and complete writing assignments according to set standards regarding order, clarity, conciseness, style, and terminology
• Review published materials and recommend revisions or changes in scope, format, content
• Proactive team player wif proven ability building rapport and cooperative exchange

Confidential - Washington, DC

Business Analyst /Senior Technical Writer

Responsibilities:

• Interface wif SMEs to prepare RUP documents for ongoing projects and utilized RUP to configure and develop process, standards and procedures.
• Create a system documentation dat consist 300+ control tables of teh DMM enterprise-level application for use by SMEs. Information focused on how each table controlled teh application functionality, teh contents of each table, and teh relationships wif other tables; diagrammed data model.
• Work wif Enterprise Architect (EA) to develop reports, business process flow diagram and modeling using Microsoft Visio.
• Experience gathering information from various sources, including interviews, engineering and marketing documents, product simulators and demos, and *basic* programming code
• Create business process models, used Visio to create use case diagrams.
• Performed GAP and Risk analysis of existing system and evaluated benefits of new system.
• Worked wif QA team to design test plan and test cases and requirements gathering for User Acceptance Testing (UAT)
• Prioritized outstanding defects and system problems, ensuring accuracy and deadlines are met.

Confidential, Washington, DC

Senior Technical Writer/Business Analyst

Responsibilities:

• Provide business analysis, functional support, and PMO support to teh Office of teh Chief Information Officer (OCIO) using Agile Scrum
• Document PMO system work flows, business processes, and system functionality using Visio.
• Manage and gather requirements during inception phase, documented and delivered functional specification documents, architecture analysis and design using UML and rational tools.
• Participate in Agile scrum teams and work wif cross-functional project teams dat include development, software quality assurance, customer learning and usability and support
• Create and compile a process for teh Engineering Board Review (ERB) Chair for IT services called Request Information Technology Services (RITS); manage SharePoint Engineers to create a repository dat will provide stakeholders wif project status, outlook and recommendation for project improvements.
• Create (SLA) Service Level Agreements governing DITMS customer service responsiveness and govern teh resolution of complaints submitted by customers.
• Developed proposals, project plans, testing plans, implementation plans, training plans, and customer-facing presentations.
• Created, complied and maintained a variety of technical documents: System Change Request (SCR), system requirements specifications, deliverables, concept of operations, operational specifications, Impact Analysis, SOPs, Data Flow processes, procedures manuals, SLA’s, service manuals, and related ‘technical’ publications concerned wif Data Center Operations, Project initiation & closeout, system installation, operation, and maintenance of electronic, electrical, mechanical, disaster recovery and other equipment to improve organization.
• Acquire and verified noledge of subjects by interviewing SMEs engaged in developing new products and services or in making improvements, observing performance of experiments and methods of production, referring to blueprints, sketches, engineering drawings and notes, trade and engineering journals, rewrites of articles, bulletins, manuals, or similar publications.
• Re-designed DITMS PMO website including optimization, forms, graphics and content.
• Maintained end user policy and procedures on DOL portal using html
• Manage project profitability; take personal responsibility to complete high quality projects on time and on budget.
• Manage risk analysis and mitigation plans, status reports and client presentations, prepared business process models, defined milestone deliverables and established critical success factors using Microsoft Project.
• Ensured teh generated via web pages complied wif US Section 508 guidelines.

Confidential, Rockville

Technical Writer/Business Analyst

Responsibilities:

• Documented Information Technology Infrastructure Library (ITIL) best practices, including detailed procedural descriptions, process flow diagrams, and responsibility matrices for Incident Management, Change Management, and Service Level Management; developed training material, intranet sites, cheat sheets, posters, reference guides, and user manuals to in corporate each process for data center.
• Worked wif Disaster Recovery Manager in teh development of disaster recovery plans for key applications; work wif application owners and infrastructure teams on teh documentation, requirements of Stakeholders throughout teh SDLC.
• Document data center system work flows, business processes, and system functionality using Visio.
• Manage and gather requirements during inception phase, documented and delivered functional specification documents, architecture analysis and design using UML and rational tools.
• Review software architecture documents, perform data modeling and analysis, use case diagrams, state transition diagrams and reported technical flaws to management.
• Developed proposals, project plans, testing plans, implementation plans, training plans and programs, and customer-facing presentations.
• Manage risk analysis and mitigation plans, status reports and client presentations, prepared business process models, defined milestone deliverables and established critical success factors using Microsoft Project
• Manage using government plain language writing style to create, edit and maintained a variety of technical and non-technical documents, including proposals, project documentation, user manuals, government regulations, technical reports and brochures to improve organization.
• Coordinate and recommend throughout draft and final publication to produce finished documents and deliverables wif program/project manager and engineers.
• Create dashboards by monitoring task performance and preparing monthly progress reports for clients
• Manage projects involving teh production and publication of documents: including developing cost estimates, work schedules and project management plans.
• Documentation for SDKs, APIs, class libraries, object models, user guides, tutorials, white papers and Windows halp systems.

Confidential, Arlington, VA

Technical Writer/Communication Specialist

Responsibilities:

• Created, edited and maintained a variety of technical and non-technical data documents, (i.e. proposals, manuals, policy and procedures, specifications, special reports, publications and other customer document deliverables.) using government plain language writing style.
• Developed proposals and presentations such as graphic art and visual materials
• Received and sent project issues, communicated wif other writers, and shared documents using SharePoint Services.
• Disseminates reports from data (both raw and processed) collected from engineering personnel for customer deliverable reports.
• Recommend overall organization and layout, editorial standards and publication methods.
• Created and editing monthly business development reports.

Confidential, Washington, DC

Technical Writer/Communication Specialist

Responsibilities:

• Coordinated wif network and telecommunications Subject Matter Experts (SME) in teh Manage Desktop Services Branch (MDS) to write and edit Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), instructions, checklists, security documentation, and disaster recovery, troubleshooting and proposals.
• Drafted and edited SLAs governing Field Sites responsiveness and complaints submitted by customers.
• Performed a needs assessment to identify deficits, originated and managed teh documentation process, revamped and standardized documentation templates, increased efficiency and assured teh accuracy, currency, and quality of network documentation.
• Interviewed all personnel in enterprise engineering group to create deliverable reports and procedures on Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), instructions, checklists, security documentation, and disaster recovery, troubleshooting and proposals

Confidential, Washington, DC

Technical Writer

Responsibilities:

• Researching and writing documents required for Sarbanes-Oxley (SOx) compliance for teh Confidential Restatement effort, including reports, technical requirements, functional specifications, application contingency plans, production readiness reports, issues and risk lists, etc.
• Maintain requirements traceability reports using Rational Requisite Pro.
• Developing and maintaining SharePoint-based document libraries for engineering staff.
• Interviewing and evaluating prospective technical writers for my department

Confidential, Herndon, VA

Desktop Underwriter Consultant

Responsibilities:

• Created, wrote, formatted and maintained media and promotional materials and technical documentation for external and internal audiences and employing a variety of communication styles and techniques for online and conference meetings.
• Developed proposals, project plans, testing plans, implementation plans, training plans, and customer-facing presentations.
• Conduct market research dat captured data on target market demographics, competitor initiatives, and industry trends. Client used research to revamp direct mail campaign strategy.
• Act as liaison between teh external and internal offices wif brokers, private institutions and organizations wifin and outside teh Washington, DC area, while managing a database by providing primary and secondary market executive expertise.
• Solicited and prospecting a complete training in (BOC) Broker Orientation Center and provided brokers wif market commentary, building excellent customer service and solid relationships.
• Researched and wrote feasibility studies for teh department and (DO) Desktop Origination) inquiries related to DO applications and policies.
• Research, conduct and wrote comparative analysis through surveys, enabling department sales goal, opening lines of communications and promoting and improving customer relations and performance by understanding brokers’ motivation.