SUMMARY OF QUALIFICATIONS

Technical Writer with more than ten years of technical writing, data analysis, and training.

• Created more than 500 manuals and documents with varying degrees of technical complexity.
• Successfully completed in-depth testing for more than 100 enhancements and applications of varying technical complexities.
• Reduced the number of incoming support requests from 500 to 100 within a year.
• Identified and resolved data and systems discrepancies saving the company an indeterminate but significant amount of money.
• Conducted numerous training sessions and presentations on new software products.

Demonstrated success through increased responsibility in technical writing and data analysis exercising the following skills:

• Technical Writing
• Process Flows
• Information Mapping
• Microsoft Office
• RoboHelp
• Customer Service
• Training
• Lotus Notes
• Microsoft Front Page
• Camtasia
• Data Analysis
• HTML
• VISIO
• Microsoft Project Plan
• SharePoint
• Systems Analysis
• UNIX
• iGrafx
• Vantive Support Software
• TestTrack Pro

PROFESSIONAL EXPERIENCE

Confidential, Hooksett, NH 2012 - 2012
Eligibility Analyst

Resolved and maintained eligibility and enrollment error reports on existing and new client accounts to meet department's stated metrics and turn-around time.

• Created procedure documents specific to clients' requirements.
• Performed administrative duties including correspondence creation, and spreadsheet setups.
• Trained new and temporary staff members on customer service and error report corrections.
• Diagnosed and resolved customer support issues.
• Triaged incoming support requests for priority and assignment.
• Reviewed and determined eligibility on assigned workload.
• Responded promptly to customer inquiries relating to members' eligibility status.
• Requested and processed missing or additional eligibility information from internal and external customers.
• Functioned as a back-up for other Eligibility Analysts as needed, completing tasks timely and accurately.
• Developed a spreadsheet for all outstanding systems support issues.
• Reviewed Eligibility setups and requirements to ensure conformance to Plan Documents.
• Met quality and productivity standards established by the department.
• Served as mentor to novice analysts.
• Produced internal memos and proofread departmental reports, letters, and other paperwork.
• Performed routine clerical duties such as photocopying, faxing, mailing, and filing.

Confidential, Concord New Hampshire 2010 – 2011
Administrative (Temporary Assignment through Kelly Services)

Provided technical writing, administrative, and reporting support to the Product Compliance Vice President, Director, and multi-location staff members.

• Created On-Line user procedures and templates using Microsoft Word and Paint Shop Pro for formatting screen and image captures.

Confidential, Nashua New Hampshire
Technical Writer 2008 – 2009

Responsible for the development and maintenance of specified aircraft Mission Planning On-Line Help systems, Computer Based Training (CBT) courses, Installation Guides, and Release Notes.

• Built and managed On-Line Help systems.
• Developed interactive CBT courses in the form of video training and tutorials.
• Established Mission Planning Installation Guides and Release Notes.
• Provided the information necessary to install the new or updated software package.
• Identified with clarity new features and functionalities relating to the new or updated software.

Confidential, Merrimack, New Hampshire
Contract Technical Writer/Business Analyst 2005 – 2007

Drafted procedures of varying technical complexities and provided technical and assistance with employee security access.

• Performed a spreadsheet consolidation of associates' system access and job-related tools listed in survey (SAD &AATR).
• Participated in the process of converting job titles into job roles (AATR).
• Developed a project plan in preparation for the conversion.
• Created a new form for manager job role assessment.
• Implemented a spreadsheet template for evaluating associates' system access.
• Established file feeds for submission to Access Central.
• Drafted, updated, and formatted multiple FSM procedure documentation.
• Conducted procedures gap analysis and developed Process Flows.
• Completed numerous ad hoc project assignments within their prescribed deadlines.
• Provided Technical Writing expertise and Content Management for all Fidelity Service Categories, namely Defined Contributions, Defined Benefits, HR Payroll, and Health & Welfare.
• Developed 'How to' User Guides for the Operations Process Map Developers, Approvers, and Repository Viewers.
• Performed Quality Reviews.
• Served as a mentor to novice writers.

Confidential, Hooksett, New Hampshire 1992 – 2005
Technical Writer/Business Analyst (1998– 2005)

• Created training and user manuals.
• Conducted training sessions for business users on new program applications.
• Implemented a security procedure manual for the Operations area.
• Established a user guide for CIGNA auditors.
• Developed tests output for new software programs.
• Assisted with programming specifications.
• Diagnosed and resolved data discrepancies.
• Performed customer service Help Desk functions.
• Prepared and delivered status reports on outstanding support issues.
• Documented new processes and procedures.
• Monitored system availability and drafted an analysis spreadsheet on user impact occurrences.
• Developed a Change and Problem Management process flow document for managers.
• Responsible for all user accounts and security setups.

Documentation Coordinator/Software Control Coordinator (1992 – 1998)
Established and maintained all systems documentation utilized by the organization and performed software installations.

• Established policies and procedures for this new position.
• Developed documentation for more than 300 programs of technical complexity.
• Created a database for monitoring documentation requests and updates.
• Implemented and maintained standards and consistency for all documentation.
• Developed process and project flowcharts.
• Performed program testing.
• Performed source code moves from the development system to the production system at the UNIX and Universe levels.
• Tracked and documented installation issues for management review and resolution.
• Documented policies and procedures for this new position.
• Developed a spreadsheet format for monitoring all installation requests.
• Created a database for tracking all software installations.

Associate degree in Computer Science having graduated with high honors.
Certified as a Managed Care Professional.
Successful completion of foundation courses towards a CPCU certification.