CAREER SUMMARY:

• Extensive comprehensive hands on technical writing and editing in the following industries: banking, healthcare, insurance, automotive, government, and military.
• Considerable applied knowledge and experience in information technology, information security, cybersecurity, engineering, and business.
• Demonstrated strong communication and training skills. Worked well interpersonally with all levels of employees and customers to ensure documentation was complete, accurate, and on time.
• Versatile writing and documentation talents.
• Technically proficient; yet likeable, approachable, and able to build relationships.
• Interpersonal collaboration and partnering abilities.
• Expertise in aligning business with technical capabilities and training needs.
• Cybersecurity Policies, Procedures, and Guidelines
• Computer - Aided Design and Engineering (CAD/CAE) Procedures
• Technical User Guides
• Quick References Guides
• Reference Materials for Online Manuals
• Job Aids
• Technical Support Materials
• Information Technology Change Control Procedures
• Engineering Change Notices and Procedures
• Engineering Training Materials
• Student Workbooks and Instructor Lead Training Guides
• Healthcare Web Content and Brochures
• Multiple Documents for Government Projects
• Military Operation and Maintenance Manuals
• Wrote and produced a wide-variety of technical manuals, illustrations, flowcharts, process maps, data flow diagrams, templates, and proposals to reduce costs, save time, and benefit workflow.
• Applied unique technical and creative writing talents.
• Created original documentation from scratch.
• Produced global standardized and centralized policies and procedures across all organizational units.
• Wrote and produced policies and procedures in a consistent format, style, and voice.
• Partnered and collaborated with customers and suppliers to analyze business needs, requirements, and capabilities.
• Demonstrated strong communication and leadership skills and actively followed-up with others to complete written tasks.
• Drove to obtain results and acted as a liaison between executive, program management, and technical teams.
• Actively worked alongside instructional designers and trainers to develop content and training solutions.
• Streamlined business and technology processes.
• Eliminated redundant processes and improved organizational efficiency and communication.
• Researched, gathered, analyzed, organized, and clarified complex technical information.
• Identified and filled in informational gaps.
• Interviewed and drew out detailed information from various subject matter experts.
• Translated complex technical information into simplified language for end users.
• Applied International Standards.
• Applied Information Technology Infrastructure Library (ITIL) practices.
• Applied federal, state, and local laws and regulations.
• Applied legal and regulatory requirements.
• Applied knowledge of National Institute of Standards and Technologies ( Confidential ) framework.
• Applied ISO 9000 series quality standards.
• Wrote and edited military publications.
• Compiled and recorded data to capture a corporate history of information for compliance, continuous monitoring, auditing, and traceability.
• Maintained a centralized process assurance document control repository of all policies, procedures, and revision changes.
• Facilitated meetings and presented status to senior leadership.
• Demonstrated patience and perseverance to work through ambiguities and unknowns.
• Handled difficult situations diplomatically with interpersonal tact and finesse.
• Stand-up presentation, instruction, mentoring, and coaching abilities.
• Open, flexible, and adaptable,
• Ability to multitask, quickly change direction, and interface with many different personalities and styles of communication.
• Applied best practices and lessons learned to business and technology processes.

TECHNICAL SKILLS:

Software Packages: Microsoft Office Suite, Visio, Visio Professional, SharePoint, and Adobe Creative Suite

Specialized niche market expertise: diagramming information technology infrastructure using Microsoft Visio Professional software.

Graphics Tools: Snagit, Adobe Photoshop, Publisher, and Digital Photography

PROFESSIONAL EXPERIENCE:

Confidential

TECHNICAL WRITER

Responsibilities:

• Created a roadmap collection of system resources outlining instructions for end user automotive manufacturing engineers, plant shop personnel, directors, administrators, program managers, project managers, product engineers, industrial engineers, materials engineers, controls engineers, safety engineers, and quality engineers.
• Administered a single source knowledge repository and library of standard automotive manufacturing and supplier processes and operations.
• Provided a liaison role as a resource between program management and manufacturing engineering teams.
• Partnered and collaborated with instructional designers and trainers to develop content and deliver global standardized and centralized procedures using system software.
• Applied Agile Software Development Methodologies.
• Demonstrated strong communication skills to gather information from multiple sources.
• Translated complex technical information into plain language to produce precise written work instructions.
• Worked alongside customers and suppliers to develop information.
• Submitted to senior leadership written procedures and training information for review and feedback.
• Wrote simplified step by step instructions how to navigate and use the system to access, process, and upload information.
• Integrated detailed technical data, including automotive parts, assemblies, and equipment.
• Created process flowcharts, maps, and diagrams of business and technology processes.
• Applied Confidential 16949:2016 technical specifications for quality management system.
• Developed procedures to standardize and commonize business and engineering processes.
• Substantially increased organizational efficiency, accuracy, and cost savings by eliminating redundant processes.
• Reduced system complexity and simplified content for various end users.
• Maintained a process assurance document control repository and detailed revision level history of all engineering and manufacturing policies, procedures, and documents.
• Collected, processed, digitized, and monitored documents for document control.
• Worked closely alongside program management and engineering teams to improve business and technology processes.
• Urgently followed-up with others on a timely basis to ensure information was accurate and completed on time.
• Coordinated and documented an Identified Issues and Action Items List for senior leadership to drive informational issues to resolution.
• Ensured on-going information updates by training developers were clearly communicated to senior leadership quickly.
• Traveled to various on-site facility locations to meet with customers for meetings.
• Partnered with instructional designers to develop content and training solutions.
• Assisted in making timely decisions for training content and deliverables.
• Assisted in strategizing the best way to develop, organize, and present information for users/audiences.
• Clearly defined objectives, definitions, and outcomes for users.
• Worked side by side with trainers to review a course curriculum outline in addition to detailed courses, lessons, and activities.
• Reviewed the progress of training deliverables, including storyboards, and made improvements to information.
• Interviewed program management, engineering, and technical subject matter experts.
• Drew out detailed information to gather pertinent facts.
• Interviewed engineers and IT professionals to structure and outline information to develop written training.
• Identified and documented organizational risks and impacts.
• Performed a gap analysis and filled in information to gain efficient business continuity, standardization, compliance, and consistency.
• Clearly defined objectives, definitions, and outcomes for end users.
• Clearly defined roles and responsibilities in order to ensure organizational accountability and effective team interface.
• Collaborated and kept track of schedules, milestones, issues, risks, and action items affecting documentation deliverables.
• Assisted the organization in facilitating the process of business and technical information.
• Tested out and walked through system software and discovered what worked and did not work to verify user functionality.
• Reviewed written instructions to confirm information was understandable, relevant, and usable to users.
• Actively participated in meetings and recorded notes and meeting minutes.
• Cultivated relationships and built credibility and trust within the organization.
• Demonstrated active listening skills.
• Accurately interpreted the work direction given by others and asked the right questions to produce the needed end result.
• Applied interpersonal skills to understand individual personalities, mind sets, perceptions, needs, and styles of communication.
• Collaborated with others and juggled multiple projects and documentation at a given time.
• Adjusted quickly to multiple demands, shifting priorities, ambiguity, and rapid changes impacting training documentation.
• Demonstrated patience and perseverance and handled difficult situations diplomatically when gathering information from multiple people with competing priorities.
• Demonstrated solving complex problems, including system complexities, and resolved issues before escalation relying on sound judgment and experience.
• Mentored and coached less experienced team members and staff.
• Researched, analyzed, and interpreted detailed technical data.
• Developed procedures, documents, and training materials within an evolving conceptual framework.
• Developed, clarified, and brought technical information into line.
• Planned, analyzed, organized, and synthesized detailed technical data according to logical systems, components, sub-components, specifications, and application functionalities.
• Parsed out detailed technical information.
• Extracted key information from cryptic white board notes, volumes of data, and unclear instructions.
• Identified and reconciled conflicting informational differences and exceptions.
• Researched, gathered, and pulled together complex information to uncover the true underlying end user needs.
• Identified and defined the baseline root of information for a one source of truth standard bench mark.
• Developed a list of common standard user tasks.
• Produced a checklist of hardware and software items.
• Ensured referenced requirements and specifications were accounted for and cross-linked to the appropriate user applications.
• Organized and presented information in the correct sequence of procedural steps.
• Adhered to template, format, and publication style guidelines for consistency in all written procedures.

Confidential

TECHNICAL WRITER

Responsibilities:

• Wrote and streamlined information technology and business policies and procedures.
• Applied Information Technology Infrastructure Library (ITIL) practices to financial processes.
• Ensured rules and guidelines set by compliance standards were met.
• Demonstrated strong verbal and written communication skills and easily communicated with people to help them follow standards.
• Wrote and edited policies, procedures, and other documents in a standard consistent format, style, and voice across all organizational units.
• Acted as a liaison between program managers, project managers, and information technology teams.
• Interviewed a wide-variety of subject matter experts to develop written procedures.
• Gathered and organized information obtained from multiple sources.
• Evaluated information gathered from multiple sources and reconciled conflicting information to uncover the true underlying end user needs.
• Wrote and translated complex information into simplified language for various end users/audiences.
• Filled in informational gaps to ensure procedures were complete in preparation of assessments and audits.
• Wrote and translated information technology concepts into IT and business value.
• Worked independently and alongside other team members to produce documentation and meet publication deliverables.
• Applied process maps and flowcharts using Visio software.
• Created data flow diagrams, requirements specifications, use case scenarios, and acceptance testing.
• Responsible for creating reporting standards and processes as well as developing and maintaining documentation for policies, procedures, and best practices for system analysis and information technology.
• Ensured business and technology policies and procedures were in sync with one and other in accordance with ITIL practices.
• Presented to senior management the status of completed procedures and project documentation using pie charts, graphs, and condensed written summaries.
• Conducted needs assessment and task analysis prior to developing curriculum.
• Developed design documents to provide the overview of planned training programs.
• Designed training materials and selected the most effective training method to meet objectives.
• Produced paper-based training materials to support facilitators.
• Produced paper-based and web-based training materials for team meetings and self-studies.
• Produced supporting training materials including overheads, prepared flipcharts, and posters to supplement and enhance classroom training.
• Revised and updated training materials on a periodic and as-needed basis.
• Developed coaching materials for managers and mentors to use to coach representatives.
• Developed effective and efficient curriculums for trainers and supporting facilitators.
• Developed evaluation strategies and materials to effectively evaluate training programs.
• Designed and developed training materials to support representatives to ensure that they could effectively perform the objectives listed in specific training curriculums.
• Worked effectively with other team members and outside contractors to develop curriculum and communications.
• Developed pre-assessment and post-assessment exams.
• Interpreted business processes and business data and the results of assessments based on revisions to training programs.
• Applied knowledge and experience in information security principles and practices along with advanced understanding of security protocols and standards.
• Applied high-level knowledge of information technology systems and applications, networking components, and various operating systems.
• Applied practical data center experience, including documenting networks, computing, and operations.
• Applied knowledge of National Institute of Standards and Technologies ( Confidential ) framework to documentation.
• Applied knowledge of National Institute of Standards and Technologies ( Confidential ) 800-53.
• Applied Information Technology Infrastructure Library (ITIL) incident and problem management) practices.
• Documented cyber security standards across architecture and applications.
• Created Visio technical diagrams associated with architecture and applied to documentation.
• Collected, assembled, and documented various artifacts across a variety of cyber security infrastructure and security applications.
• Applied cloud technology knowledge to internal policies and procedures.
• Applied software development lifecycle to technology processes.
• Inventoried existing cybersecurity documents and drawings.
• Monitored and advised on information security issues related to systems and workflow to ensure the internal IT security controls were appropriate and operating.
• Facilitated Security Control Assessments (SCA), Continuous Monitoring Activities, Plans of Action and Milestones (POA and M), and Corrective Action Plans (CAP).
• Satisfied assessment requirements.
• Examined and tested procedures in accordance with Confidential SP 800-53A Revision 4.
• Validated information system security plans to ensure Confidential control requirements were met.
• Ensured policies were adhered to and that required controls were implemented.
• Authored recommendations associated with findings on how to improve the security posture in accordance with Confidential controls.
• Designed and implemented a documentation collection model.
• Developed and utilized a communication process around documentation updates.
• Identified organizational strengths, weaknesses, risks, and impacts.
• Performed a gap analysis and identified areas where processes needed to be defined, documented, and improved to gain efficient business continuity, standardization, compliance, and consistency.
• Filled in gaps and provided a remediation plan, writing procedures and implementing processes identified in the gap analysis.
• Clearly defined objectives, definitions, and outcomes for end users.
• Clearly defined roles and responsibilities in order to ensure organizational accountability and effective team interface.
• Kept track of schedules, issues, risks, and action items affecting documentation deliverables.
• Developed a centralized process assurance document control repository and detailed revision history of all written policies, procedures, documents, data flow diagrams, and revision changes using SharePoint software.
• Maintained a controlled tracking system for all procedures listing detailed reviewers, due dates, and actual completion dates.
• Drafted, routed, and disseminated written policies and procedures.
• Obtained and recorded organizational approvals and sign-offs.
• Updated and published final approved policies and procedures to SharePoint.

Confidential

TECHNICAL WRITER

Responsibilities:

• Wrote and revised information technology infrastructure and information security policies and procedures. This was done for compliance auditing purposes in order to comply with legal and regulatory requirements.
• Applied Information Technology Infrastructure Library (ITIL) incident and problem management processes, including legal and regulatory requirements, to internal policies and procedures.
• Applied National Institute of Standards and Technologies ( Confidential ) framework.
• Assisted, coordinated, communicated, and followed up with all levels of the organization to produce written procedures.
• Identified, supported, and translated effective written procedures for daily operations.
• Ensured business and technology policies and procedures were in sync with one and other in accordance with ITIL practices.
• Assisted program management in developing an effective written Change Request Procedure.
• Wrote a Baseline Server Build Procedure.
• Applied Health Insurance Portability Act ( Confidential ) requirements.
• Utilized data governance/data stewardship principles, policies, and processes.
• Analyzed and documented business and system processes using various methods and tools.
• Communicated and presented project documentation and reports for development processes, process management, and process optimization.
• Maintained a centralized process assurance document control repository and detailed revision history of all written procedures, documents, and revision changes using SharePoint software.
• Acted as a liaison between security, applications, vendors, and infrastructure teams.
• Proactively communicated and collaborated with program managers, project managers, and data management teams to analyze information needs, led functional efforts, and delivered project artifacts.
• Used advanced communication skills to elicit, analyze, document, and validate requirements and design and testing plans.
• Developed detailed procedures, collaborating with server and end point technicians.
• Addressed Network security and applied Payment Card Industry Data Security Standard (PCI DSS).
• Applied knowledge of National Institute of Standards and Technologies ( Confidential ) 800-53.
• Learned and discovered what security controls and program elements existed in the scope of the Information Security environment.
• Coordinated minimum security baseline and technical control documentation.
• Implemented infrastructure controls to provide security monitoring and discovery capability for objects and artifacts.
• Used the discovered data to outline and prioritize compliance strategies.
• Reviewed, strengthened, and disseminated Security Policies and Standards.

Confidential

POLICIES AND PROCEDURES WRITER

Responsibilities:

• Rebuilt the banking branch website which included policies, procedures, and instructions for bankers, tellers, and assistant bank managers.
• Partnered alongside the policies and procedures team to ensure content was accurate, easy-to-understand, clear, and up-to-date.
• Interviewed and collaborated with business and technology subject matter experts to obtain key content information.
• Revised content in compliance with regulatory and legal requirements.

Confidential

TECHNICAL WRITER / BUSINESS ANALYST

Responsibilities:

• Partnered and collaborated with global banking business and technology customers and suppliers to produce a high-level Master Release Project Charter which outlined business plans and regulatory requirements as set forth in the Basel 2 Implementation Plan.
• Interviewed subject matter experts from the business finance modeling team to gather requirements.
• Applied an understanding of customer requirements and the end users’ level of technical aptitude.
• Worked with senior-level management to provide and obtain information and build consensus regarding project direction.
• Demonstrated knowledge, creativity, and company practices and priorities to obtain solutions to complex business and technology problems.

Confidential

TECHNICAL WRITER

Responsibilities:

• Created, wrote, and edited training and technical support materials for various user audiences.
• Researched information and interfaced with various business and technology subject matter experts to obtain data to produce training materials.
• Presented training information in a user-friendly format.

Confidential

WRITER

Responsibilities:

• Researched healthcare data and interviewed Physician Confidential to obtain information to create original patient recovery written materials.
• Wrote healthcare information for patients that included Web content and brochures.
• Applied Health Insurance Portability Act ( Confidential ) requirements.

Confidential

TECHNICAL WRITER

Responsibilities:

• Created, wrote, and improved automotive business and technology policies, procedures, and guidelines to achieve compliance to quality management systems.
• Produced manuals and technical guides in a documentation control matrix and flowchart/ data flow diagram format with informational bullets using Microsoft VISIO, PowerPoint, and Word software.
• Produced user documentation for both internal and external customers and suppliers, including new business development, program management, account management, finance, material planning and shipping, and quality.