SUMMARY:

• Over twenty years of varied IT experience including intensive customer support services, Technical Writing and Database Monitoring support services.
• Writing, editing and formatting of contract required documents including end - user and technical guides, requirement and system design documents, SLAs and test plans, policy, standards and procedures to adhere to designated specifications.
• Document version control and tracking. Install, configure and maintain Guardium DBmon environment.
• Prior experience included six years in a training environment encompassing course development for generic and tailored customer requirements. .
• Provided formal classroom instructions for entry through advanced level courses as required. Specific duties in previous positions included providing support for Oracle and Sybase applications including data modifications, table creation, ad-hoc reporting and maintenance. Documentation included creation of Visio workflows and diagrams.

TECHNICAL SKILLS:

Operating Systems: UNIX (SUN Solaris), Windows 2000/NT.

Languages: C, COBOL, SQL (familiar with PL/SQL, have knowledge of HTML structure & usage).

Databases: Oracle, Sybase, MS Access.

Software: Remedy, Excel, PowerPoint, Window s Office Suite, Visio, Guardium versions5 through 6.1, SharePoint, Galagher, JIRA, Agile, HP Quality Center, Working knowledge of Active Directory

PROFESSIONAL EXPERIENCE:

Confidential

Technical Writer

Responsibilities:

• Possess understanding of technical matter, process and problem management application functionality
• Provide creation and updating of standard and guideline documents
• Provide creation of presentation documents including Visio diagrams
• Provide updating and formatting of internal technical policy, process, standard and procedure documents
• Interface with IT team members in document updating project

Confidential

Technical Writer

Responsibilities:

• Possess understanding of technical matter, process and problem management application functionality
• Provide creation and updating of standard and guideline documents
• Provide creation of presentation documents
• Provide updating and formatting of training and end-user documentation

Confidential

Technical Writer

Responsibilities:

• Possess understanding of technical matter, process and problem management application functionality
• Provide creation and updating of requirement documents
• Provide updating and formatting of training and end-user documentation
• Provide additional support for CAS2.0 application testing
• Creation of test case scenarios
• Test and analysis of Data Export features and functionality
• Creation of tickets to Vendor reporting application issues

Confidential

Technical Writer

Responsibilities:

• Possess understanding of technical matter, process and problem management, and service level agreement subject matter.
• Provided support in creation and updating of service level agreements, standard operating procedures, technical description and process documents, user guides and requirement documents, and tutorials

Confidential, Chantilly, VA

Requirements Analyst

Responsibilities:

• Provided support for Confidential Identity Protection Billing applications
• Creation of User and Technical reference guides to support production projects
• Provided SQL support of BAC billing research endeavors in Production environment
• Provided requirements detailing for major projects in an Agile environment
• Conducted project development and implementation status meetings
• Provided project timeline support and documentation

Confidential, McLean, VA

Application Support Specialist

Responsibilities:

• Creation and maintenance of Application Operational Handbooks containing application resource information, Creation and maintenance of Operation Runbooks
• Maintenance of existing application installation and implementation guides.
• Documentation tasks required interaction between development and project members for understanding of the audience for the documentation.
• Provided support services for Single Family housing PE applications. Tasks include triaging application errors, creating Remedy tracking tickets and documenting problem resolution process.
• Provided on-call application support on team rotation, maintained the team rotation schedule.

Confidential, Reston, Va

Technical Writer / System Analyst

Responsibilities:

• Planned the installation of 35 Guardium devices into the Confidential production environment.
• Tracked changes to the environment through Remedy ticketing process. Presented changes to the change control team before implementation.
• Documented the configuration and utilization of the Guardium environment.
• Installation of the Guardium hardware & maintaining the functional environment after installation.
• Provided 24/7 support of the Database monitoring tool in a team rotational format.
• Maintained the schedule for on-call rotation.

Confidential, Arlington, Va

Technical Writer

Responsibilities:

• Duties included the update of task order related data files & the maintenance of user ids & profiles in the ESEConnections data repository.
• Edited& formatted contract required data standards, requirement documents & system design documents to adhere to designated specifications.
• Gathered/processed task order related monthly deliverables & assigned document tracking numbers to deliverable artifacts.
• Worked with Task Order teams to generate project requirements & maintain documentation standards (every project has a project plan with timeline. Maintained awareness of the task order timelines & met the projected due dates for deliverables on a regular basis).