PROFESSIONAL SUMMARY:

• Senior Technical Writer with experience in full software development life cycle (SDLC) projects
• Over 21 years of technical writing experience
• Fast learner, eager to learn new technologies and methodologies
• Routine PeopleSoft HR user
• Seasoned in gathering and assimilating detailed technical and business documentation for architectural charts, user guides, administrator guides, SOPs, and presentations
• Proficient in IT network, LAN/WAN documentation
• Produced IT Security and related NIST policy updates for Federal clients
• Routinely interface with business executives, programmers, hardware engineers, and technical support staff to gather and assimilate knowledge
• Excellent communication skills in tutorial or classroom environments
• Hands on experience with SQL, UNIX, HTML, cascading style sheets and JavaScript
• Attended BMC's ITIL 3 training including Flight Simulator, and passed the ITIL 3 Foundation Examination in December '08
• Managed team’s content and deliverables with MS SharePoint 2007 and 2010 (similar to Confluence)
• Trained over 400 BMC Remedy 5.0 and 7.0 users for the DC Government
• Produced 508 compliant video tutorials using Adobe Camtasia, including narrative and music for the Confidential
• Proficient in Microsoft Office Suite, RoboHelp and SnagIT

PROFESSIONAL EXPERIENCE:

SENIOR TECHNICAL WRITER

Confidential

Responsibilities:

• Developing user and admin guides for gas, water and electric smart meter installations
• Software and documentation is developed and deployed for web and MS Windows Tablets
• Developing related online help with RoboHelp 2015

SENIOR TECHNICAL WRITER

Confidential

Responsibilities:

• Developed user and administrative guides for customized workflow applications
• Managed requirements and QA artefacts with JIRA
• Managed user and admin guides with Google Docs
• Routinely interfaced with software developers, business analysts and upper management

SENIOR TECHNICAL WRITER

Confidential

Responsibilities:

• Developed SOPs for Financial Analysts at the Confidential
• Routinely interfaced with financial analysts and upper management to assess business and workflow practices

SENIOR TECHNICAL WRITER

Confidential

Responsibilities:

• Compiled memos, Visio diagrams, policies, and presentations related to IT Security and NIST requirements;
• Developed related SOP for security administrators
• Edited IT resumes for I2S human resources system
• Analysed survey results of a software application for future development ideas
• Developed SOPs for business and technical leads

SENIOR TECHNICAL WRITER

Confidential, Washington, DC

Responsibilities:

• Systems analyst support, technical writer and Video Trainer with Airspace System Implementation Support Contract (NISC) with contractor ICF International, subcontractor to Lockheed Martin
• Supported full SDLC effort for the Confidential 's NISC applications
• Compiled multiple technical and business documents into user friendly brochures, presentations and guides
• Worked independently and in team environment
• Created documentation by analysing business requirements, functional specifications and use cases
• Utilized NIST requirements as outlines for presentations
• Developed user guides, administrator guides, online help, SOPs, system architecture guides, press releases, and white papers
• Utilized plain language.gov writing style to simplify documentation for a wider audience
• Elicited requirements from senior management and developed screen mock - ups with iRise and other GUI design tools
• Supported QA, Requirement and Development team's documentation in an Agile development environment
• Participated in Development team's SCRUM meetings; gathered information for test planning and user documentation
• Participated in QA and Requirement team's SCRUM and project meetings; gathered information for test planning and user documentation
• Routinely communicated with software developers, Federal executives, administrators and end users to analyse and organize documentation
• Utilized ITIL 3 practices to manage customer service and process improvement
• Developed and executed test cases with the QA team
• Edited SQL, JavaScript, HTML and XHTML code for test cases
• Produced video tutorials with Adobe Camtasia
• Participated in change management and process flow meetings with stake holders and business analysts
• Documented process flow and LAN/WAN systems with MS Visio
• Tracked and updated test results with IBM Rational Team Concert 4.0
• Maintained status, work hours, and benefits with PeopleSoft HR client.
• Tracked and updated requirement artefacts with IBM Rational Requirements Composer 4.0
• Developed content with Adobe RoboHelp; edited HTML code
• Deployed RoboHelp documentation to SharePoint
• Developed Camtasia, MS Word, Excel and PowerPoint deliverables
• Managed team’s content and deliverables with MS SharePoint (also known as KSN) 2007 and 2010
• Managed and edited hyperlinks and parent/child files with MS SharePoint
• Completed Confidential KSN (SharePoint) Facilitator training in September 2012

SENIOR TECHNICAL WRITER

Confidential, Washington, DC

Responsibilities:

• Supported the Confidential program
• Conducted training assessments for end user documentation and training
• Developed user guides and video tutorials for the agency’s Agricultural Census applications
• Compiled information from policies, presentations and memos for system administration SOP
• Routinely interfaced with software developers, executives, administrators and end users for documentation guidance
• Developed content with MS Word and PowerPoint
• Developed online video tutorials with TechSmith Camtasia Studio in the Confidential recording studio

SYSTEMS ANALYST AND IT SUPPORT

Confidential, Washington, DC

Responsibilities:

• Managed client law firm’s indexing of software titles
• Interfaced with legal and support staff regarding licensing and usage of software titles
• Managed and updated documentation for all indexing activities

SENIOR TECHNICAL WRITER

Confidential, Washington, DC

Responsibilities:

• Interfaced with software developers and administrators for end user and system documentation of the Confidential statistical systems
• Designed and developed end user training and tutorial guides

SENIOR TECHNICAL WRITER

Confidential, Suitland, MD

Responsibilities:

• Conducted training assessments for documentation and video training
• Developed user guides and training manuals featuring ITIL 3 practices integrated with BMC Remedy 7.0 products

SENIOR TECHNICAL WRITER

Confidential, Washington, DC

Responsibilities:

• Supported full SDLC effort for three custom Remedy applications
• Supported systems analysis group with documentation
• Attended ITIL 3 training including Flight Simulator, and passed the ITIL 3 Foundation Examination in December 2008
• Conducted training assessments for BMC products
• Tailored training to specific groups within the DC Government, including business administrators, technical support staff, firemen and police officers
• Utilized ITIL 3 practices to deliver, measure, and improve IT services with BMC Remedy 5.5 and 7.0 products
• Managed a small team to support student enrolment and classroom hardware/software setup
• Conducted classroom training featuring ITIL 3 best practices that are integrated into BMC Help Desk, Asset Management and Change Management applications
• Performed BMC Remedy installations and supported customers on a daily basis
• Developed user and administrator guides for BMC Help Desk, Asset Management and Change Management applications using Microsoft Word 2007
• Designed monthly newsletter using Microsoft Publisher 2007
• Tracked BMC license usage with Microsoft Excel 2007
• Developed standard operating procedures for BMC Remedy and Windows system administrators
• Produced video tutorials for BMC Remedy applications with Adobe's Camtasia Studio
• Reduced number of incoming help requests substantially by developing and teaching BMC Remedy course material and deploying video tutorials
• Number of incoming requests dropped to less than five per month vs. 30 per month

SENIOR TECHNICAL WRITER

Confidential, Washington, DC

Responsibilities:

• Interfaced with team of 18 security engineers to produce logging and monitoring documentation for 24 SOX compliant corporate applications
• Developed and revised software procedures used for internal and external auditing purposes
• Interfaced with senior management for quality control
• Applications included BMC Remedy, Sybase, Oracle, UNIX, MS Word, PowerPoint and Excel

SENIOR TECHNICAL WRITER

Confidential, Washington, DC

Responsibilities:

• Supported requirement analysts with documentation
• Prepared functional requirements and scope documentation for client software development efforts
• Developed and maintained hardware and software installation, administration and user documents
• Maintained content and graphic inventory (parent/child relationships) for the DOL.gov website and in house publications using MS Word, Dreamweaver 8 and RoboHelp

SENIOR TECHNICAL WRITER

Confidential, Reston, VA and Rockville, MD

Responsibilities:

• Developed over 7000 page Windows and HTML online help system outlining code functions of a MUMPS application for reverse engineering effort of a US Confidential health care application
• Worked closely with MUMPS developers to segregate code functions
• Used RoboHelp GUI and code editor to link over 7000 files throughout the online help system
• Deployed help system to VBA servers as a reference guide for software development teams

SENIOR TECHNICAL WRITER

Confidential, Washington, DC

Responsibilities:

• Developed documentation for company’s commercial applications with Adobe RoboHelp and MS Office applications
• Compiled technical documents and correspondence into user friendly guides
• Developed administrator guides in PDF and online help formats
• Developed online presentations of application features

SENIOR TECHNICAL WRITER

Confidential, Bethesda, MD

Responsibilities:

• Edited user and administrator documents for Confidential systems with Dreamweaver 4 and MS Office
• Interfaced with software engineers and senior management for all content

LOAN OFFICER

Confidential, Fairfax, VA

Responsibilities:

• Developed relationships with real estate agents in the Washington, DC Metropolitan area, explaining lending guidelines, procedures and availability of loan programs
• Explained lending guidelines and programs to potential mortgage customers
• Reviewed and processed loan applications taken online and in person

LOAN OFFICER

Confidential, Woodbridge, VA

Responsibilities:

• Developed relationships with real estate agents in the Washington, DC Metropolitan area, explained lending guidelines, procedures and availability of loan programs
• Routinely explained lending guidelines and programs to potential mortgage customers
• Reviewed and processed loan applications taken online and in person

SENIOR TECHNICAL WRITER

Confidential, Washington, DC

Responsibilities:

• Supported systems analysis group with documentation
• Developed administrative, installation and user guides for the Virtual VA document scanning system
• Participated in full SDLC of project, from design to deployment utilizing CMM Level 2 metric
• Developed system and user use cases with Visio UML template
• Developed user scenarios and test cases in MS Excel
• Developed all guides with Adobe RoboHelp for online deployment and conversion to MS Word and/or PDF formats
• Developed interactive training material for end users and system administrators with Macromedia Authorware 6
• Extracted data via SQL code for administrator guides
• Routinely collaborated with VBA upper management and KPMG IT professionals for technical guidance regarding administrator guides and user training material
• Routinely lead and participated in conference room presentations and information gathering sessions with the VBA subject matter experts and IT staff
• Routinely lead and participated in team meetings to discuss design and compliance of deliverables
• Edited KPMG proposals
• Participated in routine tours of our lab by representatives of other Federal agencies, Senators, Congress Members and their representatives
• Software experience: MS Word/Excel/Visio, Visual Basic for Applications, Macromedia Authorware 6, Adobe Acrobat/ Photoshop/Distiller, Oracle 8i, HTML, Java 1.4, JavaScript, Visual Basic, Panagon FileNET, CA ARCserve, Kodak 3520/2500/1500 D Scanners, Sun Solaris 2.6, HP 660 Optical Jukebox, Dell server racks

TEST TEAM MANAGER and SENIOR TECHNICAL WRITER

Confidential, Fairfax, VA

Responsibilities:

• Interfaced with US Department of Education executives and IT staff regarding guidelines and procedures for software testing
• Interviewed and hired technical writers and software test engineers for participation in the project
• Managed and delegated assignments to staff of 6
• Assisted in the development of Department of Energy proposal
• Researched and developed software test guidelines

SENIOR TECHNICAL WRITER

Confidential, Reston, VA

Responsibilities:

• Contractor with Confidential Systems
• Developed functional spec documentation for network provisioning system being developed in Java for international deployment via web utilizing CMM Level 2 metric
• Developed content with input by software developers, sales engineers and workflow engineers
• Developed system and user use cases with Visio UML template
• Edited and compiled Java code for user interface
• Software experience: Rational Clear Case 4.0, MS Word 2000, MS Visio 2000, Oracle 8i, Netscape Composer, Jbuilder 3.5, TogetherJ 3.2, Windows NT 4.0, Adobe FrameMaker.

SENIOR TECHNICAL WRITER

Confidential, Reston, VA

Responsibilities:

• Contractor with Confidential
• Developed and produced administrative guides for network performance and security software
• Produced various Internet Service Center business procedures, security procedures, user requirements and technical drawings
• Software experience: MS Visio 2000, MS Word, MS PowerPoint, MS Telnet, Netscape Composer, Oracle 7.3, Sun Solaris, and Windows NT 4.0.

SENIOR TECHNICAL WRITER and SOFTWARE TEST ENGINEER

Confidential, Reston, VA

Responsibilities:

• Contractor with Confidential
• Assisted in the development of user documentation, training material, and testing documentation of proprietary software.
• Developed and executed test cases
• Maintained progress reports and updates of team software development efforts
• Used SQL Plus to develop SQL test scripts
• Software experience: Visio, Netscape Cascading Style Guide, Adobe FrameMaker, MS Word, RoboHELP 98, MS Excel, Netscape Composer, Winsock FTP, Exceed, SQL Plus w/Oracle 7.3, PVCS Tracker.

SOFTWARE TEST ENGINEER

Confidential, Reston, VA

Responsibilities:

• Started 12/96 as consultant with Confidential
• Created test scenarios and test cases
• Executed test cases
• Test environments included UNIX, Web, MS Windows and Java applications with Oracle 7.3 back end written for the Confidential Internet Services Group.
• Managed Y2K test team for a major provisioning application encompassing Cisco router installation and configuration
• Participated in Test Planning and Test Readiness Review meetings
• Developed and executed low level SQL and UNIX scripts for test purposes
• Received classroom instruction in Java 1.1.3, UNIX, Oracle 7.3, User Requirements Gathering and Management, Mercury Interactive test tools, and the CMM development process
• Developed user documentation of MS Windows applications using MS Word 97
• Software experience: MS Word including VB for Applications, MS PowerPoint, PVCS Tracker, Mercury Interactive WinRunner and LoadRunner, Oracle 7.3, Windows NT, UNIX, Java 1.1.3, Borland Jbuilder, RoboHELP, Visio, Netscape Composer, Internet Explorer, Front Page Express, HTML, CGI Scripting.

SENIOR TECHNICAL WRITER

Confidential, Reston, VA

Responsibilities:

• Contractor with Confidential
• Developed online Help using RoboHELP 3.0 and Winhelp Office for Windows and UNIX applications
• Duties included HTML authoring with cascading style sheets and code
• Project planning
• Analysis and design for multiple online help projects