Summary:

• Over 19 years of experience in full software development life cycle SDLC efforts in the Washington, DC area
• Seasoned in gathering and assimilating detailed technical and business documentation for architectural charts, user guides, administrator guides, SOPs, and presentations
• Routinely interface with programmers, hardware engineers, and technical and business managers to develop architectural charts, user guides, administrative guides, SOPs, and presentations
• Hands on experience with SQL, UNIX, HTML, cascading style sheets and JavaScript
• Attended BMC ITIL 3 training including Flight Simulator, and passed the ITIL 3 Foundation Examination in December '08
• Managed content and deliverables with MS SharePoint also known as KSN 2007 and 2010
• Excellent communication skills in tutorial or classroom environments
• Trained over 400 BMC Remedy 5.0 and 7.0 users for the DC Government
• Produced 508 compliant video tutorials using Adobe Camtasia, including narrative and music
• Proficient in Microsoft Office Suite, RoboHelp and SnagIT

Professional Experience:

Confidential

Various short term senior analyst and documentation positions with

• USDA Compiled memos, policies, presentations, directives and charts to develop SOP for security administrators
• CIA Edited IT resumes for I2S human resources system
• ADA Analyzed survey results of a software application for future development ideas

Confidential

System Analyst, Documentation Support, Video Trainer, QA Test Engineer

• System analyst, writer and Video Trainer with FAA's National Airspace System Implementation Support Contract NISC with contractor ICF International
• Compiled multiple technical and business documents into user friendly brochures, presentations and guides
• Developed user guides, administrator guides, online help, SOPs, system architecture guides, press releases, and white papers
• Utilized PlainLanguage.gov writing style to simplify documentation for a wider audience
• Developed screen mockups with iRise and other GUI design tools
• Supported QA, Requirement and Development team's documentation in an Agile development environment
• Participated in Development team's SCRUM meetings gathered information for test planning and user documentation
• Participated in QA and Requirement team's SCRUM and project meetings gathered information for test planning and user documentation
• Routinely interfaced with software developers, Federal executives, administrators and end users for documentation guidance
• Utilized ITIL 3 practices to manage customer service and process improvement
• Developed and executed test cases with the QA team
• Edited SQL and HTML code for test cases
• Produced video tutorials with Adobe Camtasia
• Participated in change management and process flow meetings with stake holders and business analysts
• Documented process flow and hardware systems with MS Visio
• Tracked and updated test results with IBM Rational Team Concert 4.0
• Maintained status, work hours, and HR benefits with a PeopleSoft client.
• Tracked and updated requirement artifacts with IBM Rational Requirements Composer 4.0
• Developed content with Adobe RoboHelp and Camtasia, MS Word, Excel and PowerPoint
• Managed content and deliverables with MS SharePoint also known as KSN 2007 and 2010
• Completed FAA KSN SharePoint Facilitator training in September 2012

Confidential

System Analyst, Documentation Support, Video Trainer

• Direct USDA contractor
• Supported the USDA/NASS program
• Conducted training assessments for end user documentation and training
• Developed user guides and video tutorials for the agency's Agricultural Census applications
• Compiled information from policies, presentations and memos for system administration SOP
• Routinely interfaced with software developers, executives, administrators and end users for documentation guidance
• Developed content with MS Word and PowerPoint
• Developed online video tutorials with TechSmith Camtasia Studio in the USDA recording studio

Confidential

System Analyst and IT Support

• Managed client law firm's indexing of software titles
• Interfaced with legal and support staff regarding licensing and usage of software titles
• Managed and updated documentation for all indexing activities

Confidential

System Analyst, Documentation Support

• Confidential. on assignment with the US Department of Agriculture's National Agricultural Statistics Service NASS in Washington, DC
• Interfaced with software developers and administrators for end user and system documentation of the NASS statistical systems
• Designed and developed end user training and tutorial guides

Confidential

System Analyst and Software Instructor

• Conducted training assessments for documentation and video training
• Developed user guides and training manuals featuring ITIL 3 practices integrated with BMC Remedy 7.0 products

Confidential

System Analyst, Writer and Instructor for the Remedy Services Group

• Confidential in the Office of the Chief Technology Officer
• Attended ITIL 3 training including Flight Simulator, and passed the ITIL 3 Foundation Examination in December 2008
• Conducted training assessments for BMC products
• Tailored training to specific groups within the DC Government, including business administrators, technical support staff, firemen and police officers
• Utilized ITIL 3 practices to deliver, measure, and improve IT services with BMC Remedy 5.5 and 7.0 products
• Conducted classroom training featuring ITIL 3 best practices that are integrated into BMC Help Desk, Asset Management and Change Management applications
• Performed BMC Remedy installations and supported customers on a daily basis
• Developed user and administrator guides for BMC Help Desk, Asset Management and Change Management applications using Microsoft Word 2007
• Designed monthly newsletter using Microsoft Publisher 2007
• Tracked BMC license usage with Microsoft Excel 2007
• Developed standard operating procedures for BMC Remedy and Windows system administrators
• Produced video tutorials for BMC Remedy applications with Adobe's Camtasia Studio
• Reduced number of incoming help requests substantially by developing and teaching BMC Remedy course material and deploying video tutorials
• Number of incoming requests dropped to less than five per month vs. 30 per month

Confidential

System Analyst, Documentation Support

• Interfaced with team of 18 security engineers to produce logging and monitoring documentation for 24 SOX compliant corporate applications
• Developed and revised software procedures used for internal and external auditing purposes
• Interfaced with senior management for quality control
• Applications included BMC Remedy, Sybase, Oracle, UNIX, MS Word, PowerPoint and Excel

Confidential

System Analyst, Documentation Support

• Contractor with Cascade Technologies, Inc. on location with the US Department of Labor Web Communications Services Division, Washington, DC
• Supported requirement analysts
• Prepared functional requirements and scope documentation for client software development efforts
• Developed and maintained hardware and software installation, administration and user documents
• Maintained content and graphic inventory parent/child relationships for the DOL.gov website and in house publications using MS Word, Dreamweaver 8 and RoboHelp

Confidential

System Analyst, Security Analyst

• Developed approximately 7000 page online help system outlining code functions of a MUMPS application for reverse engineering effort of a US Veterans Benefits Administration health care application
• Worked closely with MUMPS developers to segregate code functions
• Used RoboHelp to link files throughout the system

Security Analyst Support

• Reviewed and edited field reports from 203 US Veterans Health Administration facilities for NIST 800 - 53 Security Control compliance and consistency
• Interfaced with security analysts to clarify and gather pertinent details for 308 reports over a 6 month period
• Completed DOD Information Assurance Awareness training
• Supported Certification and Accreditation effort of US Department of Commerce facility.
• Reviewed/ edited reports on security plans and facility risk assessments