SUMMARY

• Maintain experience in technical writing, content development, information mapping, documentation roadmaps, data/content management, knowledge portals, curriculum and instructional design, training
• Develop documentation libraries and online repository/portals
• Maintain positive interaction and working relationships with management of various levels, employees, clients, and vendors
• Completed agency and corporate - wide projects for industries and governmental agencies, which cover IT, utilities, Confidential, finance, federal and state, and non-profit organizations

TECHNICAL SKILLS

Technical writing, business analysis, and project management: Information Mapping, business processes, documentation roadmap, Standard Operating Procedures (SOPs), SDLC, PDLC, Business Impact Analysis (BIA), curriculum development, and proposal development

Publishing tools: MS Office 2003/2007, Project, Visio, FrontPage, Expression, InfoPath, Publishing, FrameMaker, Adobe Acrobat, Desktop Author (ebook design software), simulation

Graphic software: PaintShop Pro, PhotoShop, CoreDraw, SnagIt, Snipping,Knowledge and Learning Management Systems, SharePoint, eRoom, CBT, WBT, ISD, curriculum development, training

Documentation for teh following subject areas: Data centers, servers, network, major systems, software/applications, online repositories/portals, hardware, electronic equipment, satellite radios, helicopter, fiber optic cables, automobile, utilities, financial and business services, reports, policies, reports, processes and procedures, training, and other written materials

PROFESSIONAL EXPERIENCE

Technical Writer/Policy Analyst

Confidential, MD

Responsibilities:

• Research and write new IT and security related policies, processes, SOPs, templates, workflow structures, etc.
• Review and update current policies to meet cybersecurity (IA) requirements
• Design new working documentation portals and restructure documentation in SharePoint
• Work with IT, Cyber Security, & IA departments
• Provide writing support as needed

Technical Writer/Disaster Recovery (DR) Specialist

Confidential, VA

Responsibilities:

• Worked with management and team leads to produce weekly progress reports, DR technical reports, IT related reports, exercise plans, DR policies, processes, procedures, and acceptance criteria
• Designed and modified writing templates for DR exercises
• Designed artifact storage structure in SharePoint and ClearCase
• Tracked, monitored, reviewed, and approved DR evidence and artifacts
• Designed DR exercise training for DR and Help Desk
• Worked closely and in collaboration with SCM DR, IT, and business teams
• Designed IT Risk Management framework, recommended risk management tools, and provided documentation for a startup division

Principal Technical Editor

Confidential, VA

Responsibilities:

• Designed and implemented documentation and project management templates, editorial and style guides, and other writing and editorial job aids
• Provided technical writing support to Subject Matter Experts (SMEs) and other technical editors
• Worked with teh SMEs on content development and testing, screen capture, process diagrams, and other visual presentation
• Developed technical documentation to include user and developer manuals, installation and configuration guides, processes, and procedures
• Provided technical assistance to include writing, editing, and formatting installation, configuration, and functional requirements documents
• Edited USCG and USMC IT processes, SOPs, guides and manuals, reports, and other written materials
• Reviewed, edited, and updated project management documents, process guides, handouts, use cases, and presentation materials
• Worked with technical writing and engineering teams to develop writing standards, style guides, templates, and other writing support guidelines
• Delivered high-volume documentation with short turnaround timeframe (completed >500 documents on a yearly basis and provided dozens of templates)
• Attended knowledge management, documentation, and project management meetings
• Utilized SharePoint on a daily basis for documentation repository
• Utilized MS Office Suite, MSProject, Visio, Infopath, Paintshop Pro, Photoshop, SnagIt, Snipping

Business Continuity/DR Coordinator

Confidential, VA

Responsibilities:

• Created a DR/Content Management System training curriculum for end-user training
• Designed and implemented a Disaster and Virtual Recovery Testing Program
• Worked closely with IT, Telecom, and other departments to coordinate and maintain CFC disaster recovery/business continuity program
• Handled disaster recovery (DR)/business continuity (BC) internal/external meetings
• Provided corporate DR/BC Program Orientation to new hires
• Designed and maintained project plans, bi-weekly/monthly reports, technical documentation, and DR/BC resources
• Reviewed and updated business continuity/DR documentation, policies, all IT and company’s business processes, procedures, and agreements
• Updated business continuity/DR documentation, practices, and IT processes, and SOPs
• Developed and managed teh project plan, contacts and resources, and documentation for teh DR Data Center move
• Worked with IT to implement teh DR Data Center move and new construction of teh co-location
• Coordinated and managed a 50-Member DR Task Force Team for business continuity and emergency preparedness
• Coordinated and managed Disaster Recovery Testing of more than 100 first responders
• Designed a Business Impact Analysis (BIA) in Excel to measure quantitatively teh impact of each application, which can be used as application-driven or business process-driven
• Participated in teh design of IT five-year plan that included IT management and accounting
• Designed and implemented teh BIA and facilitated business group sessions to measure critical value of each application
• Worked with IT team to implement a Business Continuity/Disaster Recovery Application

Consultant/Technical Writer

Confidential, VA

Responsibilities:

• Created technical design guide, SOP, process templates for SDLC, Customer Care Call Center, business, and IT
• Wrote SOW and created automated progress reports, forms, and templates for documentation and IT
• Reviewed and rewrote SOPs (300+), processes, and supporting materials to produce all documentation as supporting tools to listener care representatives, trainers, and technical back office teams at all command center tier levels
• Designed and implemented IT Central Library in SharePoint
• Worked with all IT divisions to create/update user and developer guides, SOPs, processes, and training materials
• Created UAT guide, system user guides, orientation and other related materials for documentation and training
• Participated in system/application change request meetings to create high-level processes and SOPs

Technical Writing Consultant

Confidential, Reston, VA

Responsibilities:

• Developed milestones and project plan with teh team to upgrade WebMethods 7.0 to 9.0 for Unix/Solaris
• Developed artifacts for webMethods initiation and production phases (SDLC, PMLC)
• Updated, reformatted, and designed teh Web Infrastructure Operating procedures, SOPs, processes, standards, web infrastructure processes, and flowcharts
• Worked closely with teh WIO team to update and create more than 70 SOPs for webMethods, Weblogic, MQ, Google Appliance, Tomcat, and Apache
• Tested SOPs using Remedy, ISR, WIP, and other web based tools
• Designed and developed internal marketing materials
• Designed and developed monthly MMR, diagrams, and graphics for documentation
• Participated in teh documentation repository initiative using SharePoint and BCI Manager
• Attended meetings and worked closely with IT teams to ensure content accuracy for SOPs, reports, processes, and standards
• Assisted with baseline reports, SOX standards, and other documentation efforts

Technical Writer/Sr. Software Documentation Specialist

Responsibilities:

• Worked with project team to develop a migration proposal, presentations, an all-conclusive assessment, a migration strategy, and project plan to migrate Loudoun County’s Novell infrastructure to Microsoft Exchange
• Reviewed technical requirements and assessment to propose technical solutions (70% commercial, 30% government)
• Managed company's marketing efforts
• Designed, developed, and maintained online proposal library, technical processes (diagrams and SOPs for IT Call Center)
• Developed technical proposals (up to one Federal and two commercial proposals per week)
• Updated and reviewed more than 300 resumes for proposal efforts and online proposal library
• Designed and maintained corporate Website
• Designed and developed knowledge portals to include IT and business related documentation
• Updated teh company's contingency plan and procedures for business continuity and disaster recovery
• Worked closely and interacted with all departments and staff
• Utilized MSOffice Suite, Visio, FrontPage, PDF Professional, graphic, and authoring/publishing applications
• Handled other activities and projects tosupport business development
• FAA National Airspace System (NAS) Infrastructure Management System (NIMS) Documentation
• Updated and designed user guides and architectural system flowcharts
• Redesigned documentation portal website for application systems for FAA Call Center
• Coordinated documentation resources and implemented new technical writing design and development
• Provided technical writing support and assisted others with graphic, word processing, Visio, and FrontPage applications
• Monitored documentation development progress and provide progress reports and records of changes
• Developed technical writing standards
• Reviewed and oversaw teh work of other technical writer and engineers

Technical Writing Consultant

Responsibilities:

• Produced Real Property Financial Management Guidance System Manual (web-based included), Annual Financial Reports, policies and procedures, SOPs, manuals, and other documentation
• Used Information Mapping method, web-based design, and ISD to design and develop online training and paper documentation in teh area of financial management guidance for regional and site offices
• Worked closely with engineering, financial management, and contract personnel for data gathering and input
• Edited and prepared agency policies for online posting
• Used Information Mapping method to identify and allocate content for both online and hard copy manuals
• Created web-based documentation for teh intranet
• Created printed manuals, graphics, and relevant materials to include IT disaster recovery and contingency planning documentation, backup and recovery SOPs, and checklist

Confidential,

Responsibilities:

• Major projects: New orientation manual, multimedia training design and development
• Worked with AOL management and staff to create a technical curriculum for project managers
• Developed a new orientation manual for AOL contractors
• Developed a multimedia training roadmap for project managers to acquire AOL hardware/ softwareknowledge
• Planned hardware orientation presentation

Confidential, Washington DC

Responsibilities:

• Major projects (>10 years): Delivered training, technical and translation documentation to federal and state agencies, international organizations, associations, corporations, and small groups
• Designed a conceptual knowledge management system for corporate and academic institutions, which includes SOLs, curricula, administrative, planning, teaching, and testing components
• Provided services in teh areas of multimedia training, K-8 tutoring, and technical writing
• Designed and maintained e-commerce site and business affiliation
• Developed proposals, business plans, and marketing materials
• Designed and implemented information clearinghouse
• Managed all online aspects and business operations
• Developed partnership with other businesses and contractors

Technical Writer

Responsibility:

• Major projects: Developed technical manuals and end-user guides for developers (Call Center/programmers) and banking customers
• Collected information from technical and customer service teams to ensure accurate and up-to-date information
• Served as a liaison between software development teams in teh US and technical writing team in Belgium
• Developed both written and visual materials to include User/Developer/Architectural guides, and Error Codes
• Provided research and testing of written documentation

Technical Writer

Confidential, Reston, VA

Responsibilities:

• Major projects: Developed technical manuals and end-user guides for developers and customers
• Coordinated programming documentation and resources
• Designed and developed programming reference manual, user guide, online technical resources, and training
• Worked with management and software engineers from teh initial analysis phase through content development process

Senior Multimedia Instructional Designer

Confidential, McLean, VA

Responsibilities:

• Worked on proprietary learning management system (LMS) and developed WBTs for financial services
• Developed web based training modules for investment agents (global investment banking)

Training Consultant

Confidential, McLean, VA

Responsibilities:

• Developed WBT courses for engineers and technicians
• Worked with client's subject matter experts and used technical training lab and product development content to design courses for 3M technicians (completed one week of training course for fiber-optic engineers and technicians)
• Worked with 3M engineers to develop fiber optic cable operation procedures

Confidential

Technical Writer

Responsibilities:

• Developed simulation training and interactive system procedures for technical andIT call center
• Provided instructional design guide for simulation and WBT
• Produced and delivered 18 of 40 simulation modules within a three-week timeframe
• Delivered content analysis e-learning modules
• Worked with Covad staff during teh production process

Confidential, Dallas, TX

Designed and developed

Responsibilities:

• Developed WBT for online auto dealership e-learning portal
• Designed and developed automobile battery e-learning modules from content analysis through course delivery
• Worked closely with subject matter experts and selected auto dealerships for research and data collection

Confidential, Dallas, TX

Online Auto dealership learning portal

Responsibilities:

• Developed WBT for auto office management, customer services, inventory, and purchases
• Designed web based design manual
• Managed content analysis through product delivery
• Interacted with clients and interdepartmental personnel during teh development and delivery process