SUMMARY:

• Accomplished and respected resource with over 15 years experience in a broad range of IT service support including knowledge, task, documentation, process and service management in Agile and CMMi application development environments along with senior - level technical writing/editing. Most recent service as a SharePoint Site Configuration Analyst/Sr. Technical Writer. Excellent performance reviews and many performance-based commendations.
• Product Portfolio Management
• IT Service/Process Management and Improvement ( Confidential 20000, ITILv3, ServiceNow, Remedy ITSM)
• Application Development Methodologies (Agile, CMMi, SDLC)
• Requirements Management (iSMARTS, Requisite Pro, TFS)
• Project Management (MS Project, BaseCamp)
• Task Management (JIRA Service Desk - ITSM/ITIL, JIRA - Agile/Kanban)
• Documentation/Collaboration Management (Confluence, SharePoint, GoogleDocs)
• Content Management (Adobe CQ, BrowserCMS, Brightspot, WordPress, Joomla)
• Change Management (Remedy, Service Now, Team Foundation Server)
• Database Administration/Management (MS SQL Server)

EXPERTISE AREA:

• Regulations
• Requirements Analysis
• Process/Workflow Analysis
• Data Analysis
• Technical Writing/Editing/Proofing
• Knowledge Management (Knowledge Bases, Runbooks, Work Instructions, CMDB, APIs)
• Desktop Applications (MS Office, GoogleDocs)
• Web-based Documentation (RDocs, Yardocs, MkDocs, Jekyll, Hugo)
• Mobile ( Confidential, Confidential )
• Process/Work/Data Flow Diagrams (MS Visio, Draw.io, Gliffy)
• Version/Revision Control (GitHub, SVN, CVS)
• Markup/Markdown Languages (reStructuredText, Pandoc, WikiMarkup, HTML, CSS, XML)
• Forms Automation (Nintex)
• Query Languages (JQL, MS SQL)
• Familiarity - Programming/Coding Languages (SQL, Java, JSON, JavaScript, PHP, Python, Ruby)

PROFESSIONAL EXPERIENCE:

Confidential, McLean, VA

Contract SharePoint Site Configuration Analyst/Sr. Technical Writer

Responsibilities:

• Interviewed users and gathered functional design requirements at the departmental and team level, performed a requirements and feature/functionality matching and gap analysis, researched and recommended alternative functionality solutions where necessary. Facilitated and communicated customer expectations, managed project scope, and provided recommendations and support for various issues.
• Designed user interfaces based on user experience requirements, created custom page layouts in the site pages library including pages for publishing content by configuring and refining web parts, advanced settings, promoted links, and adding images.
• After inventorying documentation and developing a scheme for capturing document metadata, based on those requirements, I designed and configured a document library storage structure, created new site content types, and added new site columns for capturing and filtering metadata.
• Using Nintex Forms and Nintex Workflow for SharePoint, designed and created a Security Access Request form for managers to request systems access for new employees using form controls such as the people control, single and multi-choice selections, drop-down lists, radio buttons, panels for choice descriptions, created tables, and used rules to hide/show controls. Additionally, I devised and configured workflows for email notifications and alerts upon form submissions.
• After developing a people and user groups scheme, created groups then assigned and configured site-level and unique user permissions based on required access to departmental and team pages, libraries, lists, and forms.
• Performed migration of all documentation from the old site to the new.
• Managed functional and user acceptance testing.
• Conducted demos of site features and functionality,
• Conducted post-launch training sessions for end users on uploading documents, adding metadata, checking documents in/out, creating documents using various content type templates, using automated forms, and posting calendar entries, announcements and upcoming events.
• Documentation authored included business and functional requirement documents, site configuration plan, user acceptance test plan, site administration guide, user quick reference guide and all site launch-related communications to users.
• In the process of creating departmental Knowledgebase using SharePoint search functionality including search box, content search, content query and search results web parts for user interfaces.
• In the process of mapping knowledgebase documentation requirements with SharePoint functionality including custom page layouts, term store metadata and documentation review/archive alerts.

Confidential, Washington, DC

Contract JIRA/Confluence Admin/Sr. Technical Writer

Responsibilities:

• Customized global settings and installed/configured add-ons and plugins to enhance system functionality.
• Set up customer portals including the creation of request types, issue types/schemes, custom fields, and custom email notifications.
• Created custom workflows/schemes for service desk fulfillment, change, incident and problem management including approvals, statuses, transitions, transition screens, exceptions, post-functions and validators.
• Customized create issue and view/edit screens, dashboards using gadgets, queues, dashboards, Kanban boards, queries/filters and reports including the use of JQL (JIRA Query Language).
• Set up user management including user roles, groups, organizations, projects directory structure and associated privileges and restrictions.
• Trained users on project administration, issue lifecycle and workflow processes.
• Customized global settings and installed/configured add-ons and plugins to enhance system functionality.
• Set up space directory structure, document workflows, and knowledge base.
• Creating knowledge base, space and page templates.
• Set up access management including user roles and permissions.
• Trained users on space administration, workflow processes, page creation and basic editing functions.
• Created documentation plans, policies, and workflows along with workflow diagrams and process documentation.
• Gathered information requirements and existing knowledge, then devised content creation, sharing, organization and update and implementation strategy for an organization-wide knowledge base.
• Created templates for UAT test plans and communicating change, deployment, incident and problem management information.
• Created, edited and proofread online help/web-based documentation including user guides, admin guides, system and developer documentation using RDocs and Yardocs.

Confidential

Freelance Writer

Responsibilities:

• Proofread and edited a series of How-To manuals for publication
• Created curriculum for self-service training manual

Confidential, Palo Alto, CA

Contract Confluence Admin/Sr. Technical Writer

Responsibilities:

• Performed extensive Confluence screen design and configuration work, created global/space and page templates using advanced layout and macro functionality for deliverables such as service catalogues, service request pages, work instructions, team space templates, documentation space templates, and SDLC documentation templates along with installation, implementation and end user instructions for each.
• Restructured existing documentation spaces for optimal navigation, indexing and search; devised a documentation tagging process for efficient documentation identification, search and retrieval.
• Trained Knowledge Management personnel on global, space and page administration.
• Migrated, cleansed and proofread a considerable amount of documentation from SharePoint into Confluence.

Confidential, Washington, DC

Contract Sr. Technical Writer

Responsibilities:

• Short-term contract serving as Sr. Technical Writer in an Agile-driven environment.
• Using SharePoint as the repository, I reverse-engineered a set of SDLC documentation for a departmental website that provides labor law enforcement violation data to the general public,proofread and edited documentation created by other technical writers, and documented, analyzed and made suggestions for improvement of internal process workflows for later addition to the department’s SOPs document.

Confidential

Contract Freelance Writer

Responsibilities:

• Developed training curriculum and narration script for online training course.
• Data sourcing, creating and running SQL queries for data marketing analysis project.

Confidential, Chevy Chase, MD

Contract Documentation Manager/Technical Business Analyst

Responsibilities:

• Using the core principles of ITIL, managing a team initiative to productize a suite of approximately 40 integrated community applications, APIs and services for marketing to internal departments for implementation on their customer-facing websites. Specifically, requirements gathering/analysis/management, portfolio development, web/technical writing, and project management including tracking project risks, issues and scope changes, role availability, resource and task tracking, meeting scheduling/hosting, leading work sessions and project metrics/reporting.
• As a Confluence Guru, performing extensive space and page UI design work, created many custom templates, carried out Confluence plugins research, testing and installations, JIRA integration, global and space administration, advanced knowledge and use of macro functionality, set up documentation space structures, managed user/group permissions and provided end user support.
• As a JIRA Power User, performing project screen design and configuration work, created custom fields/issue types/workflows/schemes, plugin research, testing and installations, set up Agile Scrum boards, managed user and group permissions, and provided end user support.
• Creating requirements, architectural docs, technical specifications, use cases, APIs, mobile development documentation for Confidential and Confidential, deployment guides, technical reference guides, integration guides, customization guides, release plans, release notes, test plans, admin guides, contingency plans, runbooks, training and support manuals, monitoring/maintenance plans, and business presentations.
• Research and trial application development support tools and plugins; process analysis and improvements; and served as company-wide Confluence SME.

Confidential, Silver Spring, MD

Contract Technical Business Analyst

Responsibilities:

• Gathering certification business and technical requirements, documenting and analysis of existing team workflow processes, gap analysis, and defining project scope of work, timeline and work plan.
• Working with stakeholders, users, SMEs and developers, I fully incorporated the business and IT requirements into the design update of a collection of IT processes, services, tools, policies and procedures to clearly meet the criteria and requirements of agreed upon service levels and the Confidential 20000 certification standards.
• Using ITIL methodology, I improved upon existing and/or created new internal work processes including availability, capacity monitoring, asset/configuration management, incident, problem, change and release management, service reporting, continuity, and continual service improvement.
• Project management responsibilities including managing project expectations and dependencies along with costs and staffing requirements, defining baselines, critical success factors and key performance indicators for metrics reporting and improvement efforts, managing the resolution of open issues and conflicts, project status reporting, and managing team tasks and deliverables using MS SharePoint 2010 as a collaboration tool. Additionally, I was responsible for team training on upgraded/new work processes, leading internal audits, managing the creation of all project-related documentation and served as the certification SME.
• In connection with a major upgrade of the Confidential Service Desk (help desk ticketing system) to meet certification requirements, I conducted a group training for approximately 8 help desk team members on the newly added and modified features of the application, including modified workflows, processes and procedures, the opening and closing of service tickets, querying the knowledgebase for similar incidents, known errors and workarounds, and automated email escalations of incidents to Tier II and III levels.

Confidential, Suitland, MD

Contract Technical Business Analyst

Responsibilities:

• Segmented and analyzed census data
• Created numerous dataflow diagrams
• Using functional requirements, created technical specifications as input into the DocuPrint process
• Output a  Confidential  Questionnaire for use in determining correct matches and gathering additional information on potential duplicates to the 2010 census.

Confidential, Washington, DC

Contract Sr. Technical Writer

Responsibilities:

• Created a systems architecture re-design document and supporting documentation, e.g., asset and configuration management, network operations and maintenance, etc.
• Researched, evaluated and acquired tools to monitor network and database services and events in compliance with ITILv3 and Confidential 9000 standards.

Confidential, Chevy Chase, MD

Contract Sr. Technical Writer

Responsibilities:

• Interviewed departmental teams to gather existing compliance policies, procedures and processes
• Evaluated and updated policies, procedures and processes for compliance with regulatory requirements
• Documented updated policies, procedures and processes in the form of audit-ready IT Compliance Plan documentation

Confidential, Washington, DC

Contract Requirements Analyst/ Technical Writer

Responsibilities:

• Business requirements gathering, use case modeling, functional and technical requirements development and management.
• Research, evaluation, acquisition and configuration of 3rd party tools.
• Evaluation of new or enhanced applications verifying requirements match and functionality; reviewing application content for readability, layout, spelling and grammar; and performing random testing of applications for user-friendliness, bugs and defects.
• Development, editing and/or proofreading of technical documentation including system architecture and network operations docs, installation and operating manuals, user guides, software conversion plans, test plans, cheatsheets, advanced MS PowerPoint presentations, white papers, web writing, marketing materials and interoffice forms using InfoPath.
• Coordinating the change management process for members of the Multimedia Services Division utilizing the Remedy User Request system including quality assurance of user requests; change impact analysis and reporting; development of system queries and reports; hosting of weekly departmental and Fund-wide change control meetings; management of departmental IT system assets; file management of Confidential, Confidential and Confidential server environments; end user training and support.
• Utilizing the Remedy Service Desk solution, logged, categorized and prioritized incidents based on impact and severity, routed incidents to the appropriate team and escalated incidents as necessary per the Incident Communications Plan; updated incident statuses through notifications to users and stakeholders via email and/or phone; conducted post-resolution reviews to ensure SLA requirements were met and user satisfaction was achieved; and created reports that included metrics regarding service interruptions, incident backlog, resolution times, etc.
• Devised a curriculum and implemented group training for 30 users on performing common tasks such as viewing, searching, printing and downloading information; subscribing/unsubscribing to various feeds; and retrieving archived information. Additionally, I provided end user support.
• Conducted an audience analysis to gauge the skill level and familiarity of end users with travel request systems in general. Devised a training guide at the “intermediate” level. As there were three user roles for the application, I conducted three hands-on training sessions (one session per role, approximately 25 users per session). Training included how to add, update, submit, cancel, delete, view, approve, search, print and download a travel request. I also provided end user support for this application.
• I executed a hands-on training session for team members on adding and managing tasks, creating workflows, creating document libraries, uploading documents, and checking documents in/out of the libraries.
• Survey Development and Administration - I conducted group training for approximately 10 departmental administrative assistants on developing and administering surveys in the Confidential Feedback Management software. Curriculum included a summary of how the software worked; how to layout the survey for optimal response; survey launch, monitoring and close; how to query survey results and print/export results. Additionally, I developed and provided a quick reference guide for end user support.
• Sub-site and page creation, configuration of web parts and objects; advanced workflow design, managing user groups, permissions and unique access rights, document/content management, end user training and support and incident escalation.
• Advanced questionnaire/survey design, development, testing, launch, monitoring and reporting services; advanced HTML editing, and survey consultation with clients regarding layout and content suitable for optimal feedback and response.

Confidential, Washington, DC

Contract Requirements Analyst/Technical Writer

Responsibilities:

• Serving as the liaison between client stakeholders and development team for new projects, releases and regulatory/industry updates
• Gathering, analyzing, documenting and managing requirements for application development and enhancements via SharePoint/Team Foundation Server
• Requirements validation and integration testing of ColdFusion, Oracle 9i and SQL Server database applications
• Developing runbooks, technical specifications, test plans, user guides, installation guides, operations and maintenance guides, training manuals, SOPs, process documentation and general documentation templates
• Participation in project planning, peer review, and lessons learned sessions
• Software tools research and evaluations
• Evaluation and redesign Webmaster and ListServ administration processes
• Providing end user support for various internal applications