EMPLOYMENT HISTORY:

Project Manager/Technical Writer

Confidential, Arlington, VA

Responsibilities:

• Managed ServiceNow queue to prompt and remind team members to assign, resolve, and close service request and incident tickets
• Collected daily status reports from team members and Middleware incident and service request data from email notifications to write and deliver to Confidential upper management and Congress Weekly Status Reports, Roadmaps, Confidential Charts, and Sourcing Documents
• Created Workflow Visio Diagrams, edited PowerPoint presentations, created SOPs and Quick Reference Guides for Middleware Developers relating to Log Service Dashboard (automated tool from where Developers/Analysts can download system and application log files and configuration files)

Technical Writer

Confidential, Laurel, MD

Responsibilities:

• Managed, edited, and shared software documentation relating to finance industry
• Established style guide and templates
• Conducted quality reviews

Project Manager/Technical Writer

Confidential, Charlotte, NC

• Managed project lifecycle (creation through approval process)
• Used automated project management tool to manage and assign projects
• Communicated with Confidential to maintain solid business relationships
• Created, edited, shared, posted mortgage loan lifecycle and servicing desktop and program procedures (including appraisal, life insurance, origination, loan processing, underwriting, and closing procedures)
• Trained Technical Writers
• Implemented and facilitated virtual coffee breaks with teams
• Conducted quality reviews and edits
• Created and proposed health & wellness team program
• Created and proposed Line of Business Customer Relationship Process for Confidential

Technical Writer

Confidential, Falls Church, VA

Responsibilities:

• Edited Requirements Traceability Matrices, Software Requirements Specifications Plans, Monthly Progress Reports, Weekly Activity Reports, Software Test & Analysis Reports, Release Notes; recommended Quality Gate Process and designed the plan; designed workflow process diagram for development and PMO teams; and designed build process diagram for development team
• Worked with project leads across organizations to prepare for go - live phase Coordinated milestones and priorities of project teams within all phases of the SDLC Wrote, revised, and managed technical documents for Operational Readiness Reviews ( Confidential )
• Designed, implemented, and executed Confidential Checklist Managed and reported on the project schedule, including updates to project plan Monitored risks and project delays using monitoring assessments

Sr. Technical Writer

Confidential, Washington, DC

Responsibilities:

• Interview client’s underwriting, closing teams to design mortgage loan lifecycle process flows
• Wrote, edited, and organized mortgage loan lifecycle process flows (e.g., Confidential, Confidential, and FHA origination, prescreening, loan processing, underwriting, closing, & delivery)
• Proposed & sold to the client the Blueworkslive BPM application to use to manage process flows
• Created training material & trained on Blueworkslive application
• Created style guide
• Performed gap analysis on process flows

Sr. Technical Writer

Confidential, McLean, VA

Responsibilities:

• Edited Policy documents and associated Standards documents
• Wrote Standards documents, and revised templates
• Coordinated & led the Computer-based Training Tool ( Confidential ) project - Tools created for IT Production Control/ITIL departments (Incident/Problem and Change/Release/Configuration)
• Scripted the training material for Incident/Problem and Change/Release/Configuration (2) ITIL Confidential
• Edited the training material for Data Operations and Policy & Planning (2) ITIL Confidential
• Used Blueworks to design Incident, Service Delivery, Vendor Management, and Problem Management workflow diagrams
• Created style guide, designed Center of Excellence - Technical Documentation (COE-TD) SharePoint site; recommended associated processes

Technical Writer

Confidential, Bethesda, MD

Responsibilities:

• Wrote design and implementation plan documents including Java software requirements
• Wrote EPLC documentation (Requirements Specification, Design Documents)
• Interviewed Executives, Managers, and SMES to gather product/system/software requirements
• Wrote, revised, and managed technical documents for Planning, Design, and Development Quality Gates ( Confidential )
• Wrote, revised, and managed technical documents for Operational Readiness Reviews ( Confidential )
• Worked with SMEs to ensure content meets the Confidential requirements
• Used MS Project to create and manage Work Breakdown Structures
• Created document review process via MS Visio

Technical Editor

Confidential, Washington, DC

Responsibilities:

• Wrote design and implementation plan documents including Java software requirements
• Created Work Breakdown Structure for document management in support Confidential projects
• Worked with project leads across organizations to prepare for go-live phase Coordinated milestones and priorities of project teams within all phases of the SDLC Wrote, revised, and managed technical documents for Operational Readiness Reviews ( Confidential )
• Designed, implemented, and executed Confidential Checklist
• Managed and reported on the project schedule, including updates to project plan
• Monitored risks and project delays using monitoring assessments
• Created workflow process between Reviewers and Technical Editor (me)
• Created Technical Editing Checklist for Authors to write Confidential Business Process documentation
• Performed technical editing of Confidential Transformation Requirements documents
• Managed master copy of Confidential Transformation Requirements documents
• Performed technical editing of Confidential Transformation Architectural Design document
• Managed master copy of Confidential Transformation Architectural Design documents
• Attended Confidential Peer Review Training
• Performed technical edits of Confidential Blueprint document
• Wrote business case document

Sr. Technical Writer

Confidential, Washington, DC

Responsibilities:

• Wrote design and implementation plan documents including Java software requirements
• Developed system workflow process diagrams via MS Visio
• Developed and proposed Customer Response Management Process in support of Confidential client
• Created and maintained Business Case, Project Scope, Functional Requirements, Use Case, and Comparative Analysis Report documents
• Collected business rules and requirements from SMEs in support of Oracle database bottom tier, Java middle tier, and web top tier information system
• Organized, shared, and maintained documents using SharePoint repository
• Performed software testing using test scripts
• Created presentations for Confidential Executives
• Created and maintained development life cycle documentation for Confidential client
• Used JIRA problem tracking system to both create and manage problem, bug, and issue tickets
• Used MS Project to create and manage Work Breakdown Structures

Sr. Technical Writer

Confidential, Bethesda, MD

Responsibilities:

• Wrote Supplier’s Agreement and Contractor Agreement documents
• Created and established the SOP development and review process for the PMO of the IT
• Used Clarity to manager projects
• Infrastructure Support Services Organization at the Confidential (e.g. created process management plan, review and approval process MS Visio diagram, repository layout diagram, format and style guide, check-in and check-out process document, template definition document; and revised SOP template in support of SDLC framework) Managed SOP monthly performance reviews for network, telecom, customer service, security, and problem management teams
• Interviewed SMEs, compiled, wrote, and edited SOPs in support of Help Desk department.
• Developed system workflow processes via MS Visio
• Revised the performance monthly metrics report template
• Collected and validated (monthly) data in the performance monthly metrics report
• Coordinate the milestones and priorities of project teams within all phases of the SDLC
• Managed the performance monthly metrics report using MS Excel
• Managed ITIL framework/service delivery monthly metrics in areas of customer service, problem management
• Managed weekly status reports using MS Excel
• Assisted Security Management on developing templates for deployment and requirements specification plans
• Created web form usability design PowerPoint presentation, and designed categorization plan
• Coordinated team building activities list for quarterly team meetings
• Organized, shared, and maintained documents using SharePoint and eRoom repositories
• Used MS Project to create and manage Work Breakdown Structures

Technical Writer

Confidential, Reston, VA

Responsibilities:

• Wrote Supplier’s Agreement and Contractor Agreement documents
• Performed as Confidential Chairperson of the PMO at Confidential for Confidential project including ITIL processes (e.g., Configuration Management, Change Management, Incident Management, etc.)
• Managed the Quality Assurance surveillance and assessment reports
• Performed as Technical Writer of the PMO
• Interviewed Engineers to gather technical requirements
• Translated high-level technical information into shared knowledge for appropriate audience
• Designed and proposed Configuration Management Library mockup
• Suggested CM applications for Configuration Management Library of ITIL framework
• Revised and restructured Configuration Management Plan
• Created document review process via MS Visio
• Created style guide
• Edited requirements, requirements matrix, requirements traceability matrix, job aids, and backup and recovery plan SDLC documents & created templates for and managed SDLC documents
• Organized, shared, and maintained documents using SharePoint repository

Senior Technical

Confidential, McLean, VA

Responsibilities:

• Wrote Supplier’s Agreement and Contractor Agreement documents
• Performed as Quality Assurance Reviewer for Confidential Multifamily Restatement document projects
• Prepared and led Quality Gate Reviews
• Created, established, and implemented document process for Confidential clients using MS PowerPoint presentation
• Created work flow processes via MS Visio
• Created style guide
• Created document templates
• Wrote and edited test plan, requirement, scope, change management plan, interface, user guide, and data management plan documents
• Supported the Confidential PMO by editing Restatement documentation for catch-up projects
• Organized, shared, and maintained documents using SharePoint repository