OBJECTIVE:

Experienced Professional with over 10 years of Technical Writing and Analyst Experience

SUMMARY:

• Provide Knowledge Engineering (KE), Knowledge Management (KM), Technical Writing expertise, and Analyst experience on contracts with government agencies.
• Possess over six years of consistent SharePoint experience including: developing, designing, and redesigning, as well as updating webpages; creating online libraries; setting up and changing user permissions; list management, calendar functions, and workflow processes for document approvals.
• Worked in the areas of KE, KM, Information Management, Information Assurance (IA), Certification and Accreditation (C&A); created training materials, policies, processes, procedures, templates, work instructions, user manuals, and monthly reports.
• Contributed to the success of various teams including: a Confidential team, KMIT team, an IA security team, a source selection team, a transition team, consulting team, Quality Management System (QMS) team, and Program Management team. Supported military leadership and executive staff.
• Proficient in Microsoft Office 2013 applications, MS Project, Visio, Windows 2007 and 2010; SharePoint 2007, 2010 and 2013; SharePoint Designer 2010 and 2013; InfoPath Designer and InfoPath Filler 2013; and have used Brain Shark, TeamSite, Siebel, SQL, JD Edwards, Asset Management Operating System (AMOS), Remedy and Peregrine (help desk systems).

SKILLS:

• SharePoint Administration
• Knowledge Management
• Technical Writing
• Policy Writing
• Document and Content Management
• Information Assurance
• Certification & Accreditation (C&A)
• Configuration and Data Management
• Customer Service
• Facilitator
• Training Instructor
• Requirements Gathering
• Business, Program, and Functional Analysis
• Quality Assurance
• CMMI Auditor
• Business Process Analysis
• Help Desk

EXPERIENCE:

Confidential

Knowledge Engineer/Network Specialist (SharePoint Admin)

Responsibilities:

• Providing business process and knowledge management advice to the Joint Staff (JS).
• Implementing ITIL best practices to improve processes.
• Assisting users and troubleshooting issues related to Network migration as well as for SharePoint (SP) 2013 and Windows 10 migrations.
• Providing administration and management of SP sites at the Site Owner as well as Site Collection Administration levels; in accordance with governance and best practices.
• Providing users with permissions needed to access SP pages, sites, libraries, files, and folders.
• Created forms using InfoPath Designer and workflows in SP Designer 2010 and 2013.
• Create, update, design, redesign SP sites, and pages as well as list, libraries, groups, and views.
• Assist with planning and implementing enterprise - level pilots; data calls, migrations, and transitions.
• Meet with customers to gather requirements, plan and develop solutions; demo/train users on collaboration products, and web applications for customer acceptance.
• Create, review, and update SOP’s as needed for customers to use to improve processes.
• Integrate and/or replace out dated processes with new processes according to best practices.
• Participate in special projects and enterprise-wide initiatives to support senior leadership.
• Create, update, close Remedy tickets for customer requests, and correspond with customers to provide updates.
• Perform site surveys as needed/requested.
• Created multiple customer focused custom team and project sites or pages for JS customers displaying specified content for Directorate personnel to easily access.
• Gathered information on the distribution lists for the DD CIO ITS, analyzed data, and presented info to Sr. Leadership to determine next steps.
• Tested and troubleshot internal JS chat application: Skype for Business and Global Video Services (GVS).
• Provided migration support to JS users during a user migration to a new network, SP 2010 to SP 2013; and during Windows 2007 to 2010 migration.
• Created Remote Access Instructions
• Updated team pages and sites as well as Site Owner pages in SP.
• Updated/redesigned Broadcast Email Request Form and approval process workflow for internal SP portal.

Confidential

Knowledge Manager/Technical Writer

Responsibilities:

• Supported the Information Management Officer (IMO) for the Information Technology and Knowledge Management (KMIT) Branch, providing support to over 300 users within the G-4.
• Served as the On-Boarding Lead for the G-4 and in-processed new employees.
• Served as the Point of Contact (POC) for all SharePoint (SP) related questions and issues.
• Assisted users with resolving SP issues, provided deskside support when needed.
• Provided deskside training on SP to G-4 users.
• Developed and updated content on SP pages for G-4 directorates and branches.
• Performed administrator duties in SP: added new users and deleted users; set up and changed user permissions.
• Served as the On-boarding Lead for the G-4 and in-processed 50 new employees.
• Scheduled a meeting with Directors and Content Managers to discuss their SP needs.
• Prepared training presentations and conducted training for G-4 personnel.
• Created a Quick Reference Guide for the KMIT Help Desk Ticketing System.
• Reviewed, edited, and finalized Acceptable Use Policy (AUP) and the VPN Quick Reference Guide.
• Developed an Information Campaign that summarizes all the training that the KMIT Team provides.
• Updated the KM section of the Standard Operating Practices, Procedures, and Transition Support document.

Confidential, Arlington, VA

Senior Technical Writer/Business Analyst

Responsibilities:

• Supported the Office of Forensic Sciences (SF) at the Drug Enforcement Agency ( Confidential ) Headquarters.
• Revised/edited/updated policy and procedures in nine chapters of the Laboratory Operations Manual (LOM).
• Created an online document library (SharePoint) and maintained documents.
• Attended Peabody policy writing class.
• Created and maintained project schedule in MS Project and procedures for us in labs.

Confidential, Washington, DC

Senior Technical Writer/Senior Quality Assurance (QA) Specialist

Responsibilities:

• Reviewed/edited Standard Operating Procedures (SOPs) and process documents.

Confidential, Quantico, VA

Technical Writer/Editor

Responsibilities:

• Reviewed/edited documents, uploaded documents to SharePoint Document Library.
• Maintained library. Managed document check-in/check-out process and request forms.
• Checked documents out of the library, as customers requested them for review, then checked the documents in once customer review was completed.

Confidential, Vienna, VA

Program Analyst

Responsibilities:

• Provided support on a Defense Logistics Agency (DLA ) IT maintenance contract, under the Program Management Office (PMO) working with data migration centers.
• Served as back-up for Team Lead and updated the Weekly Migrations Project Schedule.
• Created a document library on SharePoint for team documents.

Confidential, Crystal City, VA

Business Analyst

Responsibilities:

• Provided support on the SIGAR, redesigning their Intranet Portal on SharePoint.
• Interviewed users to gather requirements information for the content on the SIGAR Intranet portal.
• Created process and procedure guides; as well as process lifecycle workflows in SharePoint.

Confidential, Falls Church, VA

Technical Writer/IA Specialist

Responsibilities:

• Served on the Consulting Team and on the Quality Management System (QMS) team.
• Provided support for the Military Health Systems contracts; reviewed, edited, and formatted Confidential Information Assurance Certification and Accreditation Process ( Confidential ) packages.
• Created, reviewed, edited corporate policies, and procedures required to obtain an International Organization for Standardization (ISO) 9000 Certification.

Confidential, Washington, DC

Process Documentation Specialist

Responsibilities:

• Supported the DoS and the Bureau of Information Resource Management (IRM) on Vanguard 2.2.1.
• Developed and maintained documentation for the Service Delivery Office (SDO).
• Attended ITIL v3 Foundation class and received certification.
• Created a Style Guide, SharePoint Guide, Charters, templates, processes, procedures, work instructions, presentations, online document library, and Quad Charts.
• Attended Remedy ITSM 7.6 Incident Management training class.

Confidential, Alexandria, VA

Technical Writer

Responsibilities:

• Supported the Information Technology Infrastructure Support Services (ISS) team in the Office of IT (OIT).
• Compiled /reviewed /edited: SOP's, Statement of Work (SOW), requirements document, and all parts of the Request for Proposal (RFP).
• Interviewed ISS Team Leads to document the audit and review processes needed to approve Service Level Agreement's (SLAs).
• Created SLA processes and procedures documents.
• Researched the OIT Security policies and Administrative Regulations to put in the RFP.
• Reviewed several proposals submitted in response to the RFP.

Confidential, Falls Church, VA

Functional Analyst

Responsibilities:

• Assisted Confidential Voice Services Branch Chief in managing branch activities and action items.
• Lead for DSN On-Netting project between Confidential and the Air Force.
• Initiated IA certification decision and accreditation determination.

Confidential, Falls Church, VA

Process Engineer/Technical Writer

Responsibilities:

• Performed C&A milestone tracking, maintenance, and provided monthly updates to IA team Security Manger for 80+ MHS information systems.
• Researched, developed, and edited technical documentation.
• Reviewed Confidential artifacts, ensured that documents met certification standards, and criteria for accreditation.
• Provided updated C&A status information to service partners and customers.
• Prepared C&A packages for the Contract Representative (COTR) and Contracting Officer (CO) review.
• Performed monthly audits as CMMI auditor to ensure adherence and compliance with CMMI standards.
• Served on the Process Improvement Group (PIG)