SUMMARY:

Established, consummate professional with an effective strategic communications skill set with over 10 years of technical writing, business analyst and web/content management experience in the Medicaid, Healthcare, and Financial/Information Technology Industry

TECHNICAL SKILLS:

• HTML
• XHTML
• DHTML
• Dreamweaver
• AJAX
• CSS
• Java
• JavaScript
• FrontPage
• TRACS
• MAPICS
• Visio
• ASP
• DITA
• XML/XSL
• Arbortext Provision
• Vasont
• RoboHelp
• SharePoint 2007
• SharePoint 2010
• Cloud Solutions
• SEO
• Google Analytics
• Wiki
• SQL
• ETK
• Visual Basic
• Confidential DB2
• MySQL
• Oracle
• ACT
• Remedy
• Dbase V
• Linux/UNIX
• Windows Vista/XP
• Apache/Tomcat
• Web Sphere Suite
• PeopleSoft
• CATI
• CMS
• GUI
• Silverlight
• Firefox
• Primavera
• MS Project
• Agile Environments
• Adobe Photoshop
• Adobe Flash
• Corel Paint
• Shop Pro
• GIMP
• VIM
• Paint Shop Pro
• Snag It
• MS Office Suite
• Lotus Notes
• Quark
• Windows
• Desktop Publishing MSWorks
• People soft
• PC Anywhere
• Corel Draw
• Frame maker Outlook Express PageMaker

EXPERIENCE:

Sr. Technical Writer

Confidential, Washington, DC

Responsibilities:

• Gather, analyze, write, validate and update training material, end - user documentation, operations manuals and technical user guides
• Responsible for converting higher-level concepts (notes from interviews/discussions, whiteboard diagrams) into formal documentation and customer deliverables
• Manage the overall web content & UI of the web portal using Dreamweaver, HTML, JavaScript, Word Press and JIVE while adhering to the corporate brand
• Manage production workflow of an online user publication
• Responsible for collecting, analyzing and delivering web analytics using Site Catalyst and Google Analytics
• Provide wireframes/prototypes to Technology team using Photoshop
• Provide leadership on Jive based collaboration models (blogs, FAQ, ) to facilitate collaboration within and across Management, Sales, & Business Technology
• Write and edit web content related to open source and company technology to optimize content for search, readability and diverse audiences
• Lead user communication during migration of special marketing and web content management system projects
• Design requirements for IT and web business solutions using Word Press, HTML and Photoshop

Sr. Technical Writer

Confidential, Columbia, MD

Responsibilities:

• Responsible for writing and editing business communication materials such as technical whitepapers, competitive briefs, datasheets, and brochures about products and services in a creative and professional format
• Developed user documentation for web platform team including, but not limited to Whitepapers, APIs, Use Cases and SDKs
• Responsible for eliciting, clarifying and translating business requirements into documentation and conceptual designs
• Researched and documented business requirements for content management projects
• Wrote and edited business processes for defined segments and work areas
• Wrote and edited web content to optimize search, readability and increase audiences

Publications Manager

Confidential, NY, NY

Responsibilities:

• Responsible for management/distribution of daily financial publications
• Acted as a liaison between editors and analysts to ensure quality & timely web content
• Created SOPs for technical publication user manuals
• Responsible for maintaining local and national website
• Responsible for writing and editing financial communication materials
• Responsible for maintaining financial archive manager of client/product information

Sr. Tech Writer/Information Developer

Confidential

Responsibilities:

• Created web content for technical and non-technical audiences using Robo Help
• Wrote several Healthcare communication deliverables (RFP responses, user guides, manuals, product cheat-sheets)
• Organized, developed and revised moderately structured technical information, such as reference, task summary and data/business analysis of healthcare information
• Used topic-based authoring to develop basic end user healthcare information for a browser software application in a CMS environment using Drupal, Wordpress and Joomla
• Documented APIs and SDKs for enterprise applications using JQuery, Vasont and XML, Citrix and HPQC
• Wrote business processes using a CMS(Vasont/DITA)
• Analyzed and developed engineering design documentation using Oracle, Wordpress, Provision and SQL
• Coded in HTML, DHTML, XML, JavaScript and JAVA as required to create end user requests across various industries
• Designed WIKIs and SharePoint sites(2007/2010) for assigned business areas
• Reviewed and documented product usability designs (GUIs, command names)
• Contributed to the fulfillment of projects and organizational objectives by gathering and interpreting requirements to establish business rules, testing and training requirements from internal and external resources
• Consistently and effectively communicated with cross-functional teams in Agile environments

Technical Writer/Webmaster

Confidential, Raleigh, NC

Responsibilities:

• Wrote online help documentation using CSS,DITA, HTML, Robo Help and XML
• Responsible for co-authoring and maintaining Confidential -NCXIX Mental Health Documentation Standards
• Performed analysis, research and editorial support of ad-hoc RFP pursuits
• Responsible for the development and strict adherence to the overall proposal schedule, proposal production schedule, response outlinesstoryboards, RFP compliance matrices, proposal development plan, as well as the coordination of all writing assignments
• Provided subject-matter expertise to the North Carolina Mental Health Program Supported business development documentation efforts such as proposals, bids, technical documentation, and white papers
• Created and maintained MMIS system documents and templates
• Supported documentation requests for over 400 users
• Served as leader of HP’s Global Writer’s Community
• Wrote, designed and edited communication materials for accuracy, clarity, consistency, organization, and conformance to documentation standards and other specific account requirements
• Responsible for design, development and maintenance of internal/external websites using FrontPage, HTML and ASP
• Responsible for designing/managing account SharePoint(2007/2010) sites

Sr. Business Analyst

Confidential, Raleigh, NC

Responsibilities:

• Gathered & clarified business requirements to establish & exceed customer needs
• Performed life cycle processes to continuously improve claim processing
• Utilized reports to track, analyze, and interpret data
• Identified claims adjudication Medicaid processes for internal/external clients
• Provided schedule management support for projects using MS Project/Primavera
• Consistently performed gap analysis between goals, skill sets and requirements definitions and system testing to successfully complete customer service requests
• Conduced market research and business intelligence analysis around product lines
• Provided weekly analysis of claim denials to verify MMIS system functionality
• Collaborated with system engineers to develop technical solutions using a SDLC
• Consistently gathered and tested research data and trends that resulted in a reduction in claim denials using HPQC, MMIS and other sources
• Designed and tested several new and existing web-based interfaces usually resulting in User Acceptance Tests

Publications Manager

Confidential, Cary, NC

Responsibilities:

• Responsible for management/distribution of daily financial publications
• Acted as a liaison between editors and analysts to ensure quality & timely web content
• Created SOPs for technical publication user manuals
• Responsible for maintaining local and national website
• Responsible for writing and editing financial communication materials
• Responsible for maintaining financial archive manager of client/product information

Call Center Site Manager

Confidential, Raleigh, NC

Responsibilities:

• Managed, administered, and executed business/strategic call center operations
• Conducted all training for prospective new call center representatives
• Responsible for maintaining and reporting statistical measurements
• Managed over 50 employees in an inbound, healthcare call center
• Conducted market research for call center
• Indentified opportunities to enhance/expand the Knowledge Management Program’s scope by leading projects to implement new, and improve or expand existing processes and/or technical platforms
• Recruited, screened and staffed all contract employees
• Designed and distributed sales and promotional materials for senior management