SUMMARY:

• Conscientious detail oriented, articulate IT Policy/Technical Writer, and Trainer with over 12+ years of experience in writing and creating systems and application software and hardware end user documentation solutions including user manuals, online help, simulation and training guides, tutorials, white papers, reports, e - learning curriculum, operations, and maintenance (O&M) manuals, proposals, policies & procedures, and leading teams in large enterprise application projects.
• Experienced in handling complex evaluations of data concerning Government and Private enterprise. Applies initiative and intuition in making sound recommendation; utilizes analytical insight to ascertain validity and impact of business data.
• Recognized for commitment to quality, initiative, and customer satisfaction.

TECHNICAL SKILLS:

Graphics/Authoring Tools: MS Project, MS Office, MS Visio, MS Power BI, Google Docs/Slides, Adobe Photoshop, Adobe Frame Maker

Technologies/Skills &Tools: Adobe Captivate, SnagIt, Adobe RoboHelp, MadCap Flare, Author IT

Analysis/Modeling Tools: HP Application Lifecycle Management (ALM), Rational Requisite Pro, JIRA, Confluence

Methodologies/Frameworks/Compliances: SDLC, CMMI, Project Management, Six Sigma, Data Flow Diagrams/Process Modeling, Use Cases, Agile/Scrum, Waterfalls, Information Mapping, Sarbanes-Oxley (SOX), Standard Operating Procedures (SOPs), PCI-DSS, HIPAA, IT security best practices.

Databases: Oracle, SQLBase, Access

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Sr. Technical Writer / Business Analyst

• Work with internal teams to develop, edit, and maintain security documentation for Standard Operating Procedures (SOPs), policies, guides, system security plans and training materials on the DoED process, operation procedures and best practices
• Defines customer requirements for large and complex documentation projects by gathering input from a broad set of sources including direct input from customers, software development, quality assurance, design documents, and by using pre-released software.
• Defines and drives the content strategy for technical documentation. This includes assessing, recommending, and implementing documentation tools/solutions based on needs assessments and anticipated future documentation requirements.
• Writes and maintains requirements documents and provides requirements support throughout the project lifecycle. Helps identify conflicts and inconsistencies in requirements and functions as feature requirements change and evolve.
• Provides domain-specific expertise and leadership, and perspective to cross-organization projects, programs, and activities.
• Reviews system requirements and specifications for the purpose of translating the information into product reference guides.
• Contributes to the development and execution of Documentation work packages on small to large projects and initiatives to support project and business objectives.
• Consults with SME’s to analyze business needs and perform extensive GAP analysis on the project as there are numerous “As-Is” and “To-Be” conditions.
• Leverage agile development process to design SharePoint resources. Build and maintain sites, forms, lists and workflows to improve business process.
• Identify candidate business processes which leverages SharePoint tools to enhance day-to-day office functions using workflows, Info Path forms and CorasWorks.
• Collaborate with developer teams, using data visualization tools, and using the Tableau platform to create business intelligence visuals.
• Create visuals for Controls and Compliance team mapping government regulations to internal policies, standards, and processes to be used in presentations.

Tools: Microsoft Word/Excel, Oracle 10g, MS Office Suite, MS SharePoint, MS Visio, MS Power BI, RoboHelp, Adobe Acrobat.

Confidential, Baltimore, MD

Sr. Technical writer

• Developed and edited technical product requirements for software releases, defining and documenting business process impacts as well as systems used in support of operations.
• Documented software requirements, quality assurance testing procedures, and metadata Project Coordinator for client implementation.
• Worked with Subject Matter Experts (SMEs) across the organization and at all levels of management to obtain information necessary to document security policy and procedures.
• Developed communications materials for publications, internet, strategic initiatives, user manuals, training materials, installation guides, white papers, and reports.
• Reviewed documents for technical accuracy in accordance with applicable regulations and standards.
• Draft migration/relaunch plan for the SharePoint 2010 environment including governance, infrastructure, requirements, timeline and test plans.
• Assisted in maintaining and updating the SharePoint platform.
• Assisted project leads with creating documentation, reports, and presentations to increase transparency into the agile process. In addition, supports the Agile team with eliciting requirements related directly to business need and transforming requirements into user stories and high-level functional designs.
• Developed gap analysis of current state and future state utilizing Microsoft Visio, Word, and PowerPoint.
• Established coherent procedures to implement the training process by leveraging various approaches and eliminating as awkward and siloed set of processes.
• Provided learning strategy and implementation support for DHS operations. Lead the design and development process for large-scale training solution for both internal and external clients.
• Collaborated with content SME, technical writers, and trainers to support training products, generating a 50% percent increase in overall training materials.
• Designed custom-eLearning courses tailored to client needs using reality-based scenarios, interactives and simulations.
• Used MadCap Flare to update over 100 Runbooks instructions for creating runbooks, and runbooks template to conform to the new standards.
• Developed new Frame Maker style guide for new security interface, designed MadCap Flare single-sourcing solution, and selected software tools to match writing staff needs.

Tools: Microsoft Word/Excel, Oracle 10g, MS Office Suite, MS SharePoint, MS Visio, MS Power BI, RoboHelp, Adobe Acrobat.

Confidential, Washington, DC

Sr. Technical Writer/Business Analyst

• Assisted in the development of Information System categorization using appropriate standards and NIST guidelines to ensure compliance.
• Performed Federal Information Security Management Act Audit review using NIST 800-18 and industry best security practices.
• Maintained and reviewed information security system documentations including but not limited to System Security Plan (SSP), Plan of Action & Milestone (POA&M).
• Reviewed and evaluated current Federal client documentation including, but not limited to Security Plans, Risk Assessments, System-Level Controls Appendices, Application-Level Controls Appendices, and Security Categorizations.
• Developed the framework for operations documentation including templates for key operations documentation, e.g. SOPs, Runbooks.
• Wrote, developed, edited, and maintained security documentation for Standard Operating Procedures (SOPs), policies, guides, security plans, training materials, operation procedures and best practices.
• Wrote, edited, and maintained policies and procedures, technical reports, online content, end-user software and hardware manuals, operator manuals, training guides, tutorials, online help, context-sensitive help, technical specifications, installation guides, usability and regression testing of software applications. Ensured all documentation met Federal government Sections 508 Accessibility rules.
• Developed, produced, and maintained quality technical documents in accordance with standard software development life cycle methodologies.
• Worked closely with Project Managers, Network Engineers, and Graphic Artists to produce deliverables, including project documentation, project plans, operating procedures, concept of operations manuals, Technical Manuals, diagrams, standards guide, and statistical spreadsheets.
• Responsible for all software documentation development efforts but not limited to procedure, program documentation, web content - FAQs, user guides, "self-help" support resources, training materials, technical documentation - white papers, system documentation, user manuals, process and system flows.
• Responsible for monthly quality assurance audits for all of the company's IT projects executed for the USDA.
• Responsible for writing, training, and implementing CMM Level 3 for the USDA Finance and Accounting services, technical services organization (TSO).
• Provided critical support compliance analysis and testing for IT Governance and their COBIT initiatives effectively raising compliance standards throughout IT.
• Facilitated, monitored documented the progress of Systems and Application Hardware, and Software changes to the Customer’s environment, through the ITIL Change Management process.
• Documented all pertinent end user identification information, including name, department, contact information, and nature of problem or issue in Help Desk database (HP Peregrine ITIL tool).
• Wrote and maintained application support documentation - through troubleshooting processing and use of model, descriptions of error codes and prescribed course of action, a model logic walk through, and design documentation.
• Created product reference guides, installation guides, and five major help systems, with RoboHelp and MadCap Flare.
• Used MadCap Flare and Adobe Frame Maker to in corporate updates to existing documentation as needed to make corrections or update stale content. Managed all reviews and communications with stakeholders directly.

Tools: Microsoft Word/Excel, MS Office Suite, MS SharePoint, MS Visio, MS Power BI, RoboHelp, Adobe Acrobat.

Confidential, Washington, DC

Sr. Technical Writer 

• Developed test plans and mapped them back to requirements for traceability reporting. Analyzed the testing results and traceability reports to develop checklists and evaluate production readiness.
• Responsible for creating Software Requirements document, Software Design document, Software Test Plan document, Operations & Maintenance document, and Service Level Agreements documents. Created and updated documents in support of Systems Assurance as part of the Enterprise Project Life Cycle (EPLC) process.
• Developed a variety of technical and project related documentation including technical manuals, user guides, as well as project management life cycle and software development life cycle artifacts. Ensured all documentation met Federal government Sections 508 Accessibility rules.
• Consulted with business unit management and personnel to identify and document business needs and objectives, current operational procedures, problems, input and output requirements, data scope, usage, formatting, and security requirements.
• Produced weekly status report, inputs for monthly operations review, and set yearly team goals. Wrote yearly performance reviews.
• Proofed/edited external facing marketing documentation (both public and confidential, e.g. competitive analysis data, product overviews, product roadmaps, application-specific presentations, blogs, newsletters) prior to required legal department review. Managed documentation review cycles via SharePoint for all of NIH, hence streamlining process.

Tools: Microsoft Word/Excel, MS Office Suite, MS SharePoint, MS Visio, MS Power BI, RoboHelp, Adobe Acrobat.

Confidential, Baltimore, MD

Sr. Technical Writer

• Responsible for the preparation, review, revision, and maintenance of technical documents for both internal and external audits, including software and systems engineering, system operations, and testing.
• Wrote and edited technical documentation for all of the project’s hardware and software to include installation, configuration, and how-to documentation, including policies, technical drawings, flowcharts, etc and procedures.
• Converted word to PDF and moved into SharePoint space. Updated department SharePoint site with reporting views of medical charts status to provide transparency.
• Developed outlines and drafts for review and approval by technical specialists and project management ensuring that final documents met applicable contract requirements and regulations.
• Researched and gathered technical, background information for inclusion in project documentation and deliverables.
• Defined proper templates for program documents, and overall document approval process, by representing Data Management function during regular audits by Quality Assurance.
• Acquired subject knowledge by interviewing product developers, observing performance of production methods, referring to technical specifications, blueprints, engineering illustrations, and trade journals. Oversaw preparation of illustrative materials, selecting drawings, sketches, diagrams and charts. Conducted quality review of materials.
• Facilitated the development, coordination, documentation and training of new processes, identified process gaps, and maintained process changes to accommodate new product integration throughout the organization. Met regularly with management at all levels to coordinate activities.
• Responsible for the Information Technology Infrastructure Library (ITIL) practices including process and procedure development, deployment, management, measurement and governance of Incident Management, Request Management, and CMDB. Knowledge and Service Level Management.
• Produced ITIL Incident, Problem, and Change Management Processes, obtained customer sign off, aligned client legacy processes with HCL Gold Standard processes. Validated numerous client Six Sigma findings aligned to and ITIL methodologies.
• Chair process workshops and produce deliverables for the ITAM regulatory project (Governance and Policies work stream). Deliverables include: Request Asset Standards, Release Management, Asset End-of-Life, and Full Architectural life cycle.
• Documented and validated entry/exit criteria for internal and external process relationships.
• Provided documentation support to IT systems including troubleshooting and maintenance of Mainframe systems.

Tools: Microsoft Word/Excel, MS Office Suite, MS SharePoint, MS Visio, MS Power BI, RoboHelp, Adobe Acrobat.

Confidential, Washington, DC

Sr. Technical Writer

• Worked on developing improvements for SOX process which included standardized workbooks, enhanced test scripts, walk through documentations and SharePoint development
• Reduced SOX deficiencies each year through effective monitoring, reporting and documentation to ensure compliance with SOX Act.
• Compiled, edited, and authored software and hardware Technical and Maintenance documents including data sheets, hardware data modules, user manuals, application notes, product briefs, programmer's guides, software development guides, technical reference guides, and white papers, while meeting production deadlines.
• Performed gap analysis of technologies across multiple print facility locations to standardize processes while maintaining the best of class offerings for the business.
• Documented and maintained policies and procedures in SharePoint for Contact Center employees and trainers in the Learning & Development department.
• Maintained the Requirements Traceability Matrix (RTM), Test Data Matrix (TDM) and Status Reports related to the project.
• Wrote clear technical documentation with technical writing standards and industry style guides, while employing appropriate grammar and writing style. Used designated style guides (Chicago Manual of Style (16th ed.), the Microsoft Manual of Style, and the ODT Documentation Standards and used the established templates.
• Created written technical requirements documentation for numerous Information Technology Departments within CSC. Coordinated the review and approval process for Standard Operating Procedures (SOP's) Policies and Standards, Guidance documents and Work Instructions documentation.
• Writing and editing system requirements, test scripts, work instructions, configuration guides, and other technical documentation; incorporating all information into the required process definition documents, support policies, work instructions, User Documents, Training Guides, and other relevant documents.
• Collaborated with Subject Matter Experts (SME) to gather data for required documentation. Developed and managed On-Line Help systems using Adobe RoboHelp 8 to streamline end-user publications library. Maintained system and facilitated software integration of On-Line Help system.
• Created online help, end-user software manuals, and training guides and materials.
• Conducted usability and migration testing of software applications and documentation in collaboration with engineers.

Tools: Microsoft Word/Excel, MS Office Suite, MS SharePoint, MS Visio, MS Power BI, RoboHelp, Adobe Acrobat.

Confidential, Washington, DC

Technical Writer

• Wrote documentation associated with the project management life cycle, including original concept designs, requirements, use cases, specifications, gap analyses, and implementation plans, and release notes.
• Planned, built, and created comprehensive, clear, and easy-to-use self-service online help and functional information within the agreed timeframes.
• Wrote deployment documentation including detail steps to deploy custom IT solutions between development, integration, test and production environments.
• Reviewed and updated current information security documentation including, but not limited to, Process documents, System Security Plans, Disaster Recovery Plans, Configuration Management Plans, Risk Assessments, Security Controls Compliance Matrix, Application-Level Controls Appendices, Service Level Agreements, and Contingency Plans.
• As a member of the client-site Program Management Office, provided technical writing, asset management, and analytical support to a federal land management agency. Developed, wrote and supported staff with the preparation of a wide variety of business documentation, including senior-level client communications, business practices, whitepapers, analysis papers, and presentations.
• Met with Federal Government clients and site personnel to perform information gathering for C&A security documentation creation and interviews.
• Maintained the Requirements Traceability Matrix (RTM), Test Data Matrix (TDM) and Status Reports related to the project.

Tools: Microsoft Word/Excel, MS Office Suite, MS SharePoint, MS Visio, MS Power BI, RoboHelp, Adobe Acrobat.