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Operations Specialist/technical Writer Resume

Norcross, GA

Technical Writer and Senior Business Analyst

Experienced in information technology systems and projects, offering over 20 years of key experience. Highly skilled technical writer with experience in RFI / RFP, SharePoint, design, system, and product requirement documents. Experienced in creating functional training materials on hardware / software products and conducting instruction sessions for end users. Practiced in successful system documentation and management with proven ability to execute strategies which support business and financial objectives. Expertise in translating customer requirements into system and functional specifications used as the structure for product design and development. Highly personable and self - motivated professional with the versatility to work among diverse groups and handle complex issues. Additional strengths include:

  • Gathering functional requirements
  • Writing scopes of work
  • Writing user manuals
  • Writing training manuals
  • Writing equipment operations manuals
  • Writing RFP responses
  • Writing system design books
  • Change management and analysis
  • Excellent communication skills
  • Conducting training classes

Professional Experience

Confidential, Norcross, GA

Operations Specialist/Technical Writer

Key Responsibilities:Build and maintain templates for each type of Statement of Work (SOW)

  • Create client-facing SOWs
  • Create vendor-facing SOWs
  • Request and ensure a Master Service Agreement (MSA) document is created as needed for each new client and their first engagement
  • Manage queues for SOW requests and update SOW status in tracking system (CRM and SharePoint)
  • Update tracking tickets
  • Manage and execute project initiation activities and project billing activities in OpenAir
  • Strive for excellent customer service
  • Build relationships with sales reps, solution architects, services managers, billing team


Contract Business Analyst/Technical Writer 

  • Performed contract technical writing for my former company (they moved to MD) on a contract basis. Duties:
  • Created documentation regarding ACS client networks and working with the network engineers to define and document network topologies
  • Performed focused information analysis and management across multiple channels while effectively communicating change and process improvements
  • Created maintenance manuals, making them cross functional and transferable between projects and divisions

Confidential, Norcross, GA

Business Analyst and Lead Technical Writer 

  • Led creation and modification of design documents for end users, ensuring that they were cross functional and transferable between projects and divisions. Responsible for technical training material development and conducting training classes on manufactured equipment.
  • Led technical consultant for sales and design divisions, facilitating processes from inception to completion by translating customer requirements into design specifications, writing preliminary / final design reviews, and customizing system design / functional specifications.
  • Acted as liaison between internal and external clients including hardware and software personnel to insure seamless performance and connectivity through coordinating departmental functions
  • Wrote test scripts for factory allocation, and participating in applications testing.
  • Coordinated end-user training programs, creating instruction manuals, and conducting training sessions for customers on ACS proprietary products.

Confidential , Alpharetta, GA

Client Data & Business Analyst 

Developed working knowledge of information systems management and established essential client relationships, enabling high quality documentation for specifications and business requirements. Standardized and enhanced current mapping procedures to facilitate importation of data and decrease turnaround time. Provided estimates of time and costs for projects.

Confidential , Snellville, GA

Database Analyst 

Conducted market research analysis for healthcare industry. Created SQL coding facilitating the streamlining, stratification and integrity of multiple databases. Performed report writing and data analysis using SPSS, Access, and Excel and coordinated with project managers to ensure that research samples were effective and viable. Created and tested surveys, including mail (paper), phone (CATI), and Internet. Performed report writing and data analysis using SPSS, Access, and Excel.

Confidential , Atlanta, GA

Business Analyst & Consultant

Project manager and lead consultant executing project scope, designing business and system requirement templates, and serving as lead analyst on mid-size projects (2-4 months in duration.) Utilized technical writing skills to create scripted test plans / cases, and use case templates in addition to updating technical specifications and performing integration testing using PL/SQL.

Confidential , Atlanta, GA

Business Systems Analyst

Efficiently managed communications between information systems and the claims, accounting and personnel departments, ensuring effective data collection, analysis, design, and documentation. Composed queries on the AS400 (HP3000) for management and subsidiary reporting.

Technical Expertise

MS Office Suite, CRM, SharePoint, PL / SQL, T-SQL, JAD, Oracle, Visio, Adobe:

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