SUMMARY:

• A technical communications professional who offers over fifteen years of experience documenting, testing, implementing, and supporting information technology products.
• Demonstrates effective written and verbal skills in diverse environments and industries.
• Possesses ten years’ experience delivering high - quality software project implementation and production support.
• Extremely adaptable team member with solid problem solving, collaborative, and corporate communications skills.
• Member of the Society for Technical Communication (STC).

SKILLS PROFILE:

General: Corporate Tax, CSV, Data Analysis, Disaster Recovery/Business Continuity, Implementation, Migration, Release Management, Requirements, SDLC, Support, Testing,, UAT

Documentation: Business Requirements, Data Dictionaries, Disaster Recovery, Help, Installation Guides, Job Aids, Marketing Collateral, Network Diagrams, Process Flows, Product Guides, Policies, Proposals, Release Notes, SOP’ Confidential, SOW’ Confidential,, Troubleshooting, Web Content, UAT Scripts, User Guides, Work Instructions

Industries: Banking, Brokerage, Financial Services, Healthcare, Insurance, Mortgage, Pharmaceutical, Retail, Telecommunications

Software: Adobe Acrobat Professional and CS3; Ancile UPerform, Audacity, Camtasia, MS Word (expert), Excel, Visio, SnagIt, Verint KM Pro

Tools: BluePrint, Docbook, HP-ALM, HP-QC, JIRA, ServiceNow, SnagIt, Syntext Serna

Databases & O/ Confidential: IMS, DB2, Oracle; Android, iOS , LINUX, MVS, AS/400, UNIX, Windows

Languages: JCL, SQL, HTML, XML

Technologies/Products: Salesforce.com, Cloud, SAP, Software as a Service (SaaS), Software Defined Data Center (SDDC), SD-WAN, Open Source/Open Office

EXPERIENCE:

Confidential

Knowledge Management Consultant

Responsibilities:

• For the implementation of the Confidential Knowledge Management system, wrote and edited help documentation to be used by Private Client Insurance Product Group support center personnel.
• Created help articles in Confidential, applying tags and identified and linked related articles.
• Gathered, tracked and responded to search and content feedback from users.

Confidential

Technical Writer Consultant

Responsibilities:

• For network segmentation project implementing Fortinet authentication and firewall products and Cisco Nexus 7K
• Wrote Test Plan, Runbook/Configuration/Troubleshooting guide, and Knowledge Transfer presentation.

Confidential

Technical Writer

Responsibilities:

• Created SDLC documents (Compliance Plan, UAT Report, Compliance Summary Report, Business Impact Assessment, Configuration Control, and Traceability Matrix) for global implementation of the Cvent event management system, a SaaS application.
• Obtained and added regional template and configuration information to Confluence.
• Created Work Instructions for maintenance of Cvent configuration and template information for use by regional business analysts.
• Created SDLC documents (Test Protocols, System Test and UAT Test Reports) for ININ (Genesys) and Salesforce.com implementations in EMEA and LATAM.
• Re-wrote test cases for the LATAM team, covering English, Portuguese, and Spanish call center scenariosassuring compliance with CSV (Computer System Validation) guidelines.
• Managed test case authoring, uploading, status changes and defect tracking in HP-ALM. Assisted new HP-ALM users and coordinated with SQA on all testing reviews and feedback.
• Worked with Program Management and Scrum Master team as communications specialist for a Big Data initiative connecting various systems to the Enterprise Data Grid (EDG).
• Edited existing demo-day videos to improve audio using Camtasia, Audacity, Box, and YouTube, all in Windows 10. Worked with developers to create a video to demonstrate data ingestion and the tools for viewing data status. Wrote script, edited video adding call-outs and titles, and performed voice-over.

Confidential

Technical Writer

Responsibilities:

• Member of Customer Product Information documenting the Confidential Cloud Manager product using ST4 and Arbor Text for single-source delivery.
• Created Internationalization and Localization (i18n, l10n) instructions for product GUI interface for Cloud Manager customers.
• Wrote online help for customers and installation and configuration guides for Confidential implementation teams.

Confidential

Technical Writer Consultant

Responsibilities:

• Gathered Use Case documentation for nine development tracks to implement a global SAP template in the US and Canada for contrast media and radioactive pharmaceutical products.
• SAP processes for customer sales and marketing, finance, QC, distribution, and waste management.
• Created Use Case Model Diagrams and Storyboards
• Wrote new and updating existing SOP’ Confidential for product QC and Distribution.
• Assisted BA’ Confidential in the use of ALM (HP Application Lifecycle Management - formerly Confidential ) for the management of UAT test cases.
• Wrote guidelines for formal and informal GxP UAT.
• Using UPerform (Ancile) software, created automated simulations and documentation for Logistics and Finance and trained subject matter experts on the use of UPerform for recording, editing, and maintenance of modules.

Confidential

Technical Writer

Responsibilities:

• Wrote SDLC documentation for Software Defined Data Center (SDDC) and Integrated Monitoring Program projects that included enterprise frameworks like Windows and SAP
• Supported multiple Project, Program, Compliance and CSV (Computer System Validation) Managers to assure timely and compliant documentation deliverables
• Analyzed document content and solicited input from subject matter experts
• Created Project Charters, Project Management Plans, Compliance Plans, Installation Qualification/Operational Qualification (IQ/OQ) documentation, and System Test Scripts and Protocols in Electronic Documentation Management System (EDMS)
• Coordinated user and access to EDMS for various roles: Approvers, Testers, Owners, etc.

Confidential

Technical Writer Consultant

Responsibilities:

• Wrote an IT Incident Response procedure and created an incident response report format
• Created an Infrastructure Project Requirements template as an automated form
• Wrote and tested T-Recs desktop installation instructions for Help Desk technicians
• Rewrote, updated, and consolidated IT system Disaster Recovery documentation
• Created College Bookstore Disaster Recovery guide
• Wrote troubleshooting guide and created process flows for various college bookstore AS/400 applications, to be used by development and tier 2 support analysts
• Created Tidal PeopleSoft scheduler guide
• Used MediaWiki to create structure and content for the MIS Operations intranet wiki

Confidential

User Experience Analyst Consultant

Responsibilities:

• Performed gap analysis between Confidential Support Center Confidential documentation and new it. Confidential .com Confidential site content and made recommendations for rewrites, excerpting, and placement of content on the new site.
• Presented findings to Support Center documentation owners and collaborated with them for the transition of content to the new site.
• Analyzed new it. Confidential .com site in IE 8, Chrome, and Firefox browsers on Windows, iOS, and Android platforms to create test cases for automated testing

Confidential

Business Analyst Consultant

Responsibilities:

• Core team member of Confidential Consumer Care IT group implementing Salesforce.com and Business Intelligence and Analytics program
• Wrote iPad and iPhone configuration guides, ‘globalized’ for translation into Spanish, Russian, Portuguese, Chinese, and future Salesforce.com implementations in other countries
• Created Salesforce.com iPad Quick Cards for US Suncare sales representatives
• Wrote Business Intelligence and Analytics application design document
• Wrote user guide and created presentation for new Cognos-based Business Intelligence and Analytics reports for Confidential China sales executives and created generic template for additional countries
• Edited Salesforce.com application use cases in BluePrint. Assisted with User Acceptance Testing (UAT)
• Customized SharePoint/Team Site list of program issues and maintained Team Site format and document library structure

Confidential

Business Analyst Consultant

Responsibilities:

• Member of Confidential Nutritionals and Consumer Health R & D Business Technology group
• Wrote application support and user access SOPs and configuration documents for enterprise project portfolio management system by Gensight
• Wrote SDLC documentation, including a Business Requirements Document (BRD)
• Assisted Project Manager in core team meetings, created agendas, took minutes, and captured action items and modification requests/defects
• Managed tasks in MS Project timeline, tracking changes and progress of all workstreams
• Performed user acceptance testing in various application user roles, including system administrator
• Verified migration of projects into new application
• Assisted in customization of SharePoint 2010 site and migration of approximately 300 sites
• Assisted in sessions and go-live implementation

Confidential

Documentation Specialist Consultant

Responsibilities:

• Member of Product Master Environment Data organization
• Represented organization as member of SharePoint User Group. Migrated Confidential sites to Confidential sites. Designed client-facing SharePoint site with SharePoint Designer 2007. Administered three internal and client-facing SharePoint sites. Managed site user access and space allocation. Assured compliance with enterprise SharePoint governance and organizational requirements.
• Created presentations for Director to describe current and future state of technology processes
• Brought organization into compliance with proper document repository usage (Discovery, Shared Drives, and SharePoint) by disseminating information on retention and versioning by presenting overviews
• Created and maintained financial data dictionaries for mortgage, bond, equity, derivative, fixed income, and foreign exchange business objects for four data applications based on XML namespaces and GUI interfaces
• Created new and updated existing process flows with Visio and PowerPoint for SDLC, JIRA, and client integrations
• Wrote product and service documents for mortgages, mortgage pools, data mart and corporate actions

Confidential

Business Analyst/Technical Writer Consultant

Responsibilities:

• Wrote three user guides in MS Word using Adobe, SnagIt, and SharePoint for Confidential -developed corporate tax Web applications: newly developed tax payment system, existing tax compliance analysis tool, and tax application user ID management system.
• Deciphered workflows based on existing documentation and by comprehensive online exploration of the applications. Interviewed analysts, developers, and project managers to determine business rules behind workflow functions.
• Researched interfaces and terminology using corporate Intranet and external Web searches. Created application workflow diagrams in Visio.
• Created Web application job aids for tax department users to assist with tax reporting functions, issue reporting and tracking system.
• Walked through applications online to determine workflow steps. Wrote requirements for proposed tax valuation allowance calculation program to automate work done in Excel spreadsheet