Technical Writing • Business Requirements • Project Management
Coursework Development • Document Control • Business Communications

Confidential,
tX 03/2012–09/2012

Wrote SEC regulatory procedures for FPCMS to comply with the LEAN initiative. Wrote and edited high-level overviews using a MS Word template for review and final approval. Uploaded documents into a SharePoint site and company knowledge base for online viewing using structuredXMLtags. Collaborated with team members regarding relevance, accuracy, and completeness of regulatory documents, as required. Utilized extensive project management skills to set priorities.

Confidential,
dallas, tx 11/2011–12/2011

Conducted extensive interviews with sales planning associates and management to write task-oriented procedures to comply with company requirements to train new hires. Transferred content to a training guide in MS Word format.

Confidential,
USAA – SAN ANTONIO, TX 05/2011–09/2011

Performed extensive gap analysis using high-level process maps, statistical reports, data collection and interviews with Business Analysts in a business to business environment relating to banking regulatory compliance for the Office of the Comptroller of the Currency. Uploaded procedural documents into a SharePoint site for online viewing and version control.

• Fostered productivity and regulatory compliance by writing comprehensive step-by-step instructions.

Confidential,
Garland, TX 10/2010–12/2010

Automated leader-led courses (ILT) by thoroughly assessing existing training material, collaborating with Raytheon employees, and re-designing training content into a computer-based (CBT) format using ADDIE methodology and Information Mapping. Designed layouts using PowerPoint presentations to illustrate functional parts of military aircraft.

• Formulated innovative training content through the utilization of an informal design process conferring with SMEs and conducting in-depth research.

Confidential,
, TX 06/2010–09/2010

Facilitated productive training modules by developing simulated instructional slides, using different media files in Qarbon ViewletBuilder and job aids written in Microsoft Word for a new inventory software application.

• Significantly reduced help desk calls by designing thorough, easy to understand training material.

Confidential,
Confidential,
TX 06/2008–04/2009

Leveraged extensive needs analysis, writing and editing techniques to develop and implement course objectives relating to sales, customer service, telephony network infrastructure for AT&T under tight deadlines. Ensured all training material was complete and accurate by analyzing Excel databases for course/lesson SCO relationships. Communicated with staff via Microsoft LiveMeeting to discuss status updates and present ideas. Uploaded complete courses to a SharePoint site for storage and also into a Learning Management System (LMS) and an automated testing application.

• Delivered more than 1,200 CBT courses on time and under budget through effective project management.
• Delivered innovative training material utilizing SCORM principles in the development of CBT training material, embedded in an online application.

TECHNICAL WRITER, Confidential,
- DALLAS, TX 8/30/2007–4/9/2008

Updated Functional Specifications and gathered specification requirements from Software Developers. Wrote online help topics for a tax assessment software application tailored for tax agents and assessors.

• Created visual and conceptual designs in MS PowerPoint from discussions with Developers and the client\\\\\\\'s representative.

technical writer, Confidential,
Irving, TX 05/2006–08/2007

Identified procedural flaws by performing thorough needs analysis on existing documentation, while describing call center operations in detail referring to Visio diagrams. Adhered to TXU Energy and Capgemini legal regulations while documenting policies and procedures. Assisted with company-wide audits by preparing documents for peer and final review.

• Guaranteed a smooth transition to new procedures by developing comprehensive instructions using Adobe Dreamweaver/HTML for online training.

Confidential,
Contract – InfoVision and TEKSystems
Ensured an efficient conversion to new applications by gathering information for new Information Technology applications, as well as business communications, network infrastructure and IP systems. Followed progressive software development lifecycle gaining knowledge from business requirements and SME interviews.
Wrote Service Level Agreements (SLAs) and contractual requirements, job aids, summary reports and matrix tables describing the relationships and roles of FIOS team members. Gathered all relevant job aids into Lotus Notes for ISO compliance.

• Created job aids for FIOS project to facilitate efficient product implementation and provisioning.

Confidential,
Analyzed and tested the VisionREZ™ software application used by Architects and Contractors to write online help topics. Created an integrated help file in Macromedia eHelp, incorporating 2-D / 3-D animated graphics, and AutoCAD drawing files.

• Reduced the need for technical support by writing online help topics to integrate within software application.

Confidential,
Wrote process documentation for legacy billing and ordering systems using existing Business Requirement Documents (BRDs) and notes from extensive SME interviews and notes.

• Ensured accuracy of new process documents against existing billing systems through Quality Assurance testing.

Confidential,
Developed relevant user documentation, release notes, product descriptions, marketing brochures and training guides in Framemaker 7.0 for vehicle tracking product, including the creation of PDF files for final distribution and printing.

• Increased productivity and decreased the need for customer service calls by documenting comprehensive instructions and user documentation.

• Microsoft Office 7.0 (Word, Excel, PowerPoint, LiveMeeting, Project, Publisher, Outlook) SharePoint 2007, Visio Professional 2007.
• Adobe Creative Suite CS4, Adobe Dreamweaver CS3, RoboHelp CS2, Framemaker 7 & 8, Captivate CS3, Acrobat X, Acrobat Connect and Illustrator CS5
• TechSmith Snag-IT, Paint Shop Pro, Help Studio 3.0.
• ActionScript 3.0, HTML, CSS