SUMMARY:

• Overall 7+ years of experience with business operations and process evaluation.
• 4+ years of recent experience working as Technical Writer.
• Manage all aspects of projects, including planning, writing, review process, coordination of other departmental resources, and publication.
• Developed and introduced an innovative service strategy which was recognized as the cornerstone of the Customer Service (CS) department.
• Create and maintain the project schedule that the team used to plan and prioritize activities. Thereafter, participate in post implementation follow - up by getting feedback and resolving any issues.
• Developed style sheets and templates. Writing the life cycle of the software.
• Experience in practice of IT Governance Control (ITGC) and Internal Audits.
• Experience in reporting along with being a key team participant on process improvement and tools application.
• Provided substantive editing and proofreading; standard operating procedures created by previous authors, verifying the written material in accordance with the internal compliance standards.
• Acquired and utilized product knowledge by working with senior leadership, subject matter experts, product developers, quality team, and business analysts by referring to the product, the technical specifications and services offered to clients.
• Experience in preparing instructional manuals, program documentation, how-to guides, training manuals, user manuals and operational procedures.
• Creating functional specifications, process maps, business requirements analysis, flowcharts and multimedia presentations.
• Experience to work with various departments to ensure Compliance with Sarbanes Oxley Act (SOX).

TECHNICAL SKILLS:

• Ability to grasp technical concepts or features
• Documentation in clear and crisp writing
• Domain (product) Knowledge
• Illustration and basic designing skills
• Proven ability to learn new technology
• Strong Analytical and Research Skills
• Ability to work with various department as a team

PROFESSIONAL EXPERIENCE:

Confidential

Technical Writer

• Written SOP about procedures of the organization for Elderly Home Care services.
• Develop templates and ensured all documents created or updated are clear, concise, professional, and correct.
• Gathering, analysis and documentation of requirements from the business.
• Worked in short-term project for setup of new business and creation of manuals for client and residents of the home care.
• Edited, re-wrote, and created new technical documents for content in business unit’s policies and procedures.
• Studied flowcharts, specifications, mock-ups and business processes.
• Independently managed, created and continue to maintain manuals, presentations and job aids.

Environment: s: Microsoft Word, Microsoft Visio, Adobe PDF, Snipping Tool and SnagIt.

Confidential

Technical Writer

• Prepare instructional manuals and other important supporting documents that are technically complicated for most readers and then communicates them into a much easier to understand language.
• Developed and maintained new business management reports and identifying trends and issues by being a key team participant on process improvement and tools application.
• Partner deeply with a cross-functional team from Product Management, Technology, and Client Services.
• Develop templates and ensured all documents created or updated are clear, concise, professional, and correct.
• Participated in internal audits to ensure compliance and created documentation in accordance to IT Governance Control.
• Perform Gap Analysis of Mission Essential Task Lists, Directives, Operational Orders, Task Orders, etc, and identify process improvement opportunities.
• Perform proof reading for all the written documentation and provide support to contract Program Manager, as necessary.
• Setup the Test Case templates for the development teams.
• Collaborate with the Application Development team in enforcing mandatory documentation for every project.
• Develop procedural documentation such as Standard Operating Procedures. Produced multimedia training presentations.
• Worked with departments of finance, technology and internal audit to ensure Compliance with Sarbanes Oxley Act (SOX).
• Liaised with IT staff to ensure quality, timeliness, and efficiency of technical document updates.
• Gathering, analysis and documentation of requirements from the business.
• Maintained knowledge base by collaborating with development and Support Teams.
• Maintain training materials and update documents after each product release.

Environment: s: Adobe PDF, Microsoft Suite, Visio, Dreamweaver, SnagIt, SharePoint, Adobe Captivate, Articulate Storyline, Snipping Tool, MadCap Flare, HTML5 and Online designing tools.

Confidential

Level II Analyst

• Worked under Quintiles account as the Clinical Data Analyst. I also completed my GCP Certification in the month August 2012.
• Helping CRAs, CTAs and project managers with any technical and document related issues. Writing ad-hoc queries. Accurately updating administrative records.
• Working with the study teams during internal audits as well as during audits by regulatory authorities like the FDA.
• Prepared guidelines that are followed by the entire global team during audits.
• Being the point person for the data needs for over 160 studies.
• Perform UAT for any new software or operating system before my study teams start using it.
• Smooth internal and external communication, building and maintaining client relations. Creating reports in Excel spreadsheet for senior management.

Environment: s: Microsoft Word, Microsoft Visio, Adobe PDF, Microsoft Excel, PowerPoint and SharePoint.