PROFESSIONAL SUMMARY:

• An innovative, results - oriented Project Management, Business Analysis, SharePoint Administration, and senior-level Technical Writing PROFESSIONAL with over 20 years experience and as a customer focused leader in:

• Developing formalized policies and procedures specific to the company’s needs
• Planning, managing, and implementing project development and overall success
• Creating, developing and managing SharePoint websites specific to company needs during multiple projects
• Conducting appropriate Change Management process for policies and procedures created and developing best practices for document update procedures
• Working closely with Information Technology (IT) Security and IT Development to assist in product development and testing initiatives
• Developing standard operating procedure (SOP) documentation, continuity of business (COB) disaster recovery and clean desk material for compliance to International Organization for Standardization (ISO) standards and Sarbanes-Oxley Act (SOX) guidelines
• Interfacing with Compliance and Audit Department to ensure best practice for effective Fraud and Risk Management in credit card industry to increase overall awareness
• Ensuring that payment card transactions and processing were Payment Card Industry (PCI) compliant based on required Data Security Standards (DSS)
• Maintaining Document Control of content developed for web-based software applications
• Mapping of software users for access, developing user automation lists and generating Crystal Reports for reporting needs
• Assisting in the development and restructure of customer based applications to enhance the customer experience thru the innovativeness of Customer Relationship Management (CRM) solutions and Enterprise Change Management Systems
• Publishing web-based software solutions in Enterprise Document Management System (EDMS), Ribbit, CRE Admin, Stellent Content Management, RoboHelp and FrameMaker
• Creating user guides, manuals and presentations for instructional purposes using MS Office Suite, Adobe Professional, Adobe Captivate, SnagIt and Visio
• Analyzing requirements, performing data consolidation and gap analysis, as well as financial data and compiling information for forecasting and project reporting needs
• Maintaining sole ownership of single sign-on software application during (SDLC) software development life cycle
• Interfacing with key business professionals and project stakeholders to ensure requirements and project objectives are met
• Developing project objectives, scope, business plan, business requirements, budget, and software test plans during (PMLC) project management life cycle using AGILE and Analysis, Design, Development, Implementation, Evaluation (ADDIE) Methodologies
• Developing project status reports, presentations, process mapping, process documentation, job aids and desktop procedures for Human Resources, Information Systems, Information Technology, and Default Operations lines of business in accordance with state and federal guidelines, audit standards and best practices
• Meeting and exceeding company goals and Client objectives on a deadline basis
• Communicating with credibility and confidence to internal and external clients
• Creating software content and materials for subsequent posting on company’s internal website
• Managing version control of all standardized documentation created and managing the storage of all electronic and paper-based information
• , coaching and educating company employees on effective writing techniques

TECHNICAL SKILLS:

Computer Skills: Microsoft Suites 2008 MS Word, Excel, Access, MS Project, Power Point, Visio, Clarity, Navigator, Adobe Acrobat, Information Technology Service Manager (ITSM) Remedy, ServiceNow, Enterprise Document Management System (EDMS), Jira, Confluence, Policy Works, Ribbit, CRE Admin, Adobe Professional 8.0, Team Foundation Server (TFS), Adobe Captivate, Frame Maker, Winsnap, Snagit, Photo Shop, SharePoint 2007, SharePoint 2010, SharePoint 2013, Office 365, Tableau, Adobe Workspace, Agile Methodology, Project Management and Software Development Life Cycle Methodologies (ADDIE, Waterfall and Agile), Microsoft Live Meeting, Sametime, Lotus Notes, Peoplesoft, RoboHelp, Cosmos, Case Complete, AS400, Tradmin, Stellent Content Management, RxNavigator, Peoplesoft, Clarifier, Crystal Reports, Microsoft Visual Studio 2010, Cognos, SAS and SAP.

EXPERIENCE:

Independent Consultant

Confidential

Responsibilities:

• SOPs, and process flow diagrams for Connectivity
• Senior Technical Writer Technology and Infrastructure Service for Audit Remediation project initiative and ServiceNow implementation.
• Responsible for editing detailed procedures for a government
• Uploaded all documents into Team
• Technical Editor Foundation Server (TFS) for tracking and accountability purposes in an extremely fast-paced remote environment.
• Hilton and Regions Bank Responsible for creating an Adobe Analytics data dictionary; also created platform-specific job aids, and quick
• Senior Technical Writer guides for Adobe and Tableau dashboards for the Digital
• (Short Term Contracts) Analytics team at Hilton. Also created process documents and supporting process flow diagrams for Regions Bank lines of business from loan origination to closing.
• Sally Beauty Supply Responsible for creating detailed procedures, Disaster Recovery (DR) Run Books, system/application-specific
• Senior Technical Writer architectural diagrams and content for the IT Infrastructure and Operations Resiliency and DR project; created, managed and maintained the DR Dashboard and Server Information Master spreadsheets on a weekly basis.
• Completed physical data modeling (PDM) and application prototypes as visual aids.
• Worked closely with the Program Manager, IT Engineers, System Architects, Developers, and Analysts to ensure that all documentation was captured accurately based on feedback obtained from them as invaluable resources and Subject Matter Experts (SME).

Confidential

Senior Technical Writer

Responsibilities:

• Worked closely with each designated SME on an individual basis to capture the necessary details in order to formalize the documentation and submit it for initial review and approval.
• Ensured that all processes captured within the documentation was in accordance with COBIT 5 best practice guidelines and Governance requirements.

Confidential

Responsibilities:

• Responsible for creating quick guides, process flow diagrams, process guides and user guides for Business
• Assisted with, images, content and visual demonstrations for the Incident, Problem, Change Management, Discovery and Service Request modules in ServiceNow and Information Technology Service Manager (ITSM).
• Completed process mapping, database testing, data modeling and system prototypes as visual aids in an Agile business environment.

Confidential

Senior Technical Writer

Responsibilities:

• Engineer Management in a demanding, results-driven environment.
• Trinity Industries Responsible for creating procedures, high-level process documents, process flowcharts and visual
• Learning Content Business Process materials for the Business Performance Support Department;
• Developer managed and maintained high-profile projects for executive level management; also responsible for working closely with SME to gather the business requirements and complete all required, supporting documentation on a deadline-imposed basis; and managed all documentation in SharePoint, and all requests in the company’s iSupport ticketing system.
• Fidelity Responsible for creating desktop procedures and process flowcharts for the Corporate Cards Division of Accounts
• Senior Technical Writer Payable Operations; uploaded and published the documents in Enterprise Document Management System (EDMS) and the Ribbit document repository for audit and retention purposes; also responsible for working closely with SME to gather the business requirements and complete the entire document life cycle process on a very stringent deadline.
• Confidential Responsible for creating functional business requirements for a new SharePoint 2013 software solution, Confidential