SUMMARY:

Senior Technical Writer with over 20+ years’ experience writing Domestic and International documentation for Confidential to Confidential companies within various industries. Proficient in creating customer facing, technical and business related content in hardcopy, electronic copy, online and digital formats for both the wireless and cloud computing or On - Demand communities. Adept Confidential generating user experience (UX) content, performing business analysis throughout the System Development Life Cycle (SDLC), implementing multiple industry frameworks and developing Training materials for both Instructor-Led and Web-based audiences. Skillful Confidential interviewing Subject Matter Experts (SMEs), such as Engineers, Management and the User Community.

TECHNICAL SKILLS:

• Visual Basic 4.0 - 6.0
• OS/2 1.3, 2.0, 2.1, 7.2, 8.0
• WordBasic
• MS Windows 3.1 - 2000, Me, NT, XP, 7,8
• Hypertext Markup Language (HTML)
• AS/400, LINUX, Confidential Unix UI-MX 9.0, 10.0
• IBM PC and Compatible
• SAP, Rational SoDA, ClearCase
• IBM Mainframe
• Visual SourceSafe, MS Access, Oracle, Brio, Horizon
• Apple Macintosh
• Lotus Notes, Netscape, PeopleSoft, Vantive, Siebel, MCP, SIR, Firstwave
• AcrobatPRO, Aldus Persuasion, Claris Works
• PhotoShop, PhotoStyler, Adobe PageMill
• ClarisWorks, MacDraw PRO, Illustrator
• Captivate, Lectora, SimPRO, Articulate Presenter
• CorelDraw, Freelance Graphics, WordPerfect
• Author Tutor, Adobe Presenter
• FrameMaker+SGML, 5.0 - 11.0
• WebWorks Publisher, Author Publisher
• PageMaker, InDesign
• RoboDemo, Robohelp, RoboHTML, Doc-to-Help
• Paintbrush, Snagit, Visio
• Camtasia, DreamWeaver, IntraLearn
• MS Office Suite - Word, Excel, PowerPoint
• Project Workbench, MS Project
• Hijaak PRO, Paintshop PRO
• SharePoint, Documentum eRoom, Live Meeting

EXPERIENCE:

Sr. Technical Writer

Confidential

Responsibilities:

• Writing the System Architecture Document (SAD) for the Flex System
• Wrote the System Requirement Specifications (SRS) document for Flex System
• Wrote the Flex System High Level Design document to assist architects and engineers with the design and development of the IntelsatOne cloud-based Flex Network System
• Wrote the iNet User Guide to assist Engineers with Satellite, Beam, and Channel provisioning
• Created flow diagrams for system design and data flow
• Created SDLC templates with instructional content

Tools: and Applications: MS Outlook, Internet Explorer, MS Office Suite, Visio, Snagit, Adobe Creative Suite, Snippet, Jabber, WebEX, Google

Sr. Technical Writer/Information Security Specialist

Confidential, Atlanta

Responsibilities:

• Wrote Organizational Policies and Procedure
• Wrote Information Security Policies and Procedures, Standards & Guidelines to meet ISO 27001compliance
• Wrote Business Continuity, Disaster Recovery and Risk Management Policies and Procedures
• Wrote Contingency Planning and Infrastructure documentation
• Conducted Policy Writing Training Courses
• Provided mentoring sessions with team members

Tools: and Applications: MS Outlook, Internet Explorer, MS Office Suite, Visio, Snagit, Adobe Creative Suite, Snippet, Jabber, WebEX, Google

Sr. Technical Writer

Confidential

Responsibilities:

• Writing Confidential (UL) Listed device reference manual
• Writing Confidential device reference manual
• Writing Installation and Operating Procedures for Domestic and International emerging devices
• Wrote Method of Procedures for all devices used in the system architecture
• Worked with engineering during the design and construction of labs to test the devices that were used to implement the architectural design
• Writing customer facing hardcopy and online content for Domestic and International emerging devices
• Generating UX content and illustrating international and domestic emerging devices for use in various media
• Maintaining the devices catalog, which contains a list of all illustrated emerging devices and device specifications

Tools: and Applications: MS Outlook, Internet Explorer, MS Office Suite, Visio, Snagit, PhotoShop PRO, Illustrator, Acrobat, InDesign, WebEX, Box, Google Drive/Docs

Sr. Technical Writer

Confidential

Responsibilities:

• Wrote Confidential (UL) Listed device reference manual
• Wrote European Standard ( Confidential ) device reference manual
• Wrote Installation and Operating Procedures for Domestic and International emerging devices
• Wrote customer facing hardcopy and online content for Domestic and International emerging devices
• Generated UX content and illustrated international and domestic emerging devices for use in various media

Tools: and Applications: MS Outlook, Internet Explorer, MS Office Suite, Visio, Snagit, PhotoShop PRO, Illustrator, Acrobat, InDesign, WebEX, Box, Google Drive/Docs

Sr. Technical Writer

Confidential

Responsibilities:

• Wrote Confidential Listed device reference manual
• Collaborated with international Subject Matter Experts (SMEs) to gather information on international devices
• Wrote Confidential device reference manual
• Wrote Installation and Operating Procedures for Domestic and International emerging devices
• Wrote Method of Procedures for all devices used in the system architecture
• Worked with engineering during the design and construction of labs to test the devices that were used to implement the architectural design
• Wrote customer facing hardcopy and online content for Domestic and International emerging devices
• Generated UX content and illustrated international and domestic emerging devices for use in various media

Tools: and Applications: MS Outlook, Internet Explorer, MS Office Suite, Visio, Snagit, PhotoShop PRO, Illustrator, Acrobat, InDesign, WebEX, Box, Google Drive/Docs

Sr. Technical Writer

Confidential

Responsibilities:

• Wrote Confidential Listed device reference manual
• Wrote Installation and Operating Procedures ( Confidential ) for multiple emerging devices
• Wrote an online and hardcopy Administrator Guide for Digital Life Direct System Engineers (Living Documents)
• Wrote Initiative Requirements Documents, System Requirement Documents, Technical Requirement Documents
• Wrote Method of Procedures for all devices used in the system architecture
• Worked with engineering during the design and construction of labs to test the devices that were used to implement the architectural design
• Wrote all JAMA Contour training materials
• Created installation workflow diagrams
• Created business process flow diagrams
• Wrote customer facing hardcopy and online content
• Created interactive UX customized templates and ribbons
• Created the devices catalog, which contains a list of all illustrated emerging devices and device specifications

Tools: and Applications: MS Outlook, Internet Explorer, MS Office Suite, Visio, Snagit, Paintbrush, PhotoShop PRO, Illustrator, Acrobat, ClipArt, Articulate Presenter, Google Docs, InDesign, Confidential & Confidential Connect: iPad, iPod, iPhone

Sr. Technical Writer/Instructional Designer

Confidential

Responsibilities:

• Created Blended Learning Course for Confidential Laundering Execution for Diversified Commercial Banking
• Wrote Confidential Insurance Corporation Improvement Act ( Confidential ) reporting requirements compliance guidelines for Loan, Lines and Mortgages
• Developed eLearning Course for Loan, Lines and Mortgages
• Interviewed Subject Matter Experts to gather information for Training Development

Tools: and Applications: MS Outlook, Internet Explorer, MS Office Suite, Snagit, Paintbrush, PhotoShop, Acrobat, ClipArt, Lectora, Articulate Presenter; SharePoint

Sr. Technical Writer/Instructional Designer

Confidential

Responsibilities:

• Worked with management to develop and implement the Confidential (LEAN Methodology) policy, procedures and QA standards that were implemented throughout the entire organization.
• Wrote Sanitation Standard Operating Procedures (SSOPs) according to the EcoLab and Food and Drug Administration (FDA) guidelines
• Wrote Equipment Installation & Dismantle Guides
• Wrote Lock Out Tag Out procedures for securing production equipment
• Wrote wet clean procedures for equipment, such as dough dump, chipper trough, cooling spiral, enrobers, wire cut feed rollers, conveyor belts, etc.
• Wrote dry clean procedures for equipment, such as bulk silo, cloth conveyors etc.
• Created all workflow and process flow diagrams
• Developed an inactive Operator’s Playbook that incorporated UX content development principles
• Interviewed Subject Matter Experts to gather information for Training Development
• Conducted Train-the-Trainer (3T) courses
• Conducted performance evaluation by monitoring the Processing and Production Staff to see how well the SSOPs are being implemented within each area

Tools: and Applications: MS Outlook, Internet Explorer, MS Office Suite, Access, Visio, Snagit, Paintbrush, PhotoShop PRO, Acrobat, ClipArt, Google Chrome, Google Docs, InDesign

Sr. Technical Writer/ Business Analyst/Instructional Designer

Confidential

Responsibilities:

• Worked with the development team to redesign and in corporate Confidential in the Graphical User Interface
• Mapped all requirements to system design specifications
• Redesigned the IAS online manual
• Wrote new content for the IAS online manual, FAQs, Tutorials
• Developed Google Web pages for the IAS site
• Created all workflow and process flow diagrams
• Developed and implemented the Web-based training (WBT) redesign

Tools: and Applications: MS Outlook, Internet Explorer, MS Office Suite, Visio, Robohelp, Snagit, Paintbrush, PhotoShop PRO, Acrobat, ClipArt, Flash, Captivate, Lectora, Google Chrome, Google Docs

Sr. Technical Writer/Instructional Designer

Confidential

Responsibilities:

• Developed training assessments for Boarding Breakfast/Lunch/Dinner
• Developed all assessments, using Confidential Taxonomy and Confidential ’s Four Levels of Evaluation
• Ensured that all assessments were SCORM compliant and relevant to the Moodle Virtual Learning Environment (VLE)

Tools: and Applications: MS Outlook, Internet Explorer, MS Office Suite, Snagit, Acrobat, Moodle CMS

Sr. Technical Writer/Business Analyst

Confidential

Responsibilities:

• Wrote the Policies and Standard Operating Procedures for the Confidential, which include business and process flow diagrams
• Wrote the Legal Measures Requirements document, which included workflow and process flow diagrams
• Wrote the Collections Requirements document, which included workflow and process flow diagrams
• Wrote the Accounting Requirements document, which included workflow and process flow diagrams
• Wrote the Technical Requirements document, which included workflow and process flow diagrams
• Designed and developed the customized templates that were used to develop all internal and external documents and communications
• Attended virtual Joint/Rapid Application Development (J/RAD) sessions

Tools: and Applications: Internet Explorer, MS Office Suite, Visio, Snagit, Paintbrush, PhotoShop PRO, Acrobat, SharePoint, MS Live Meeting, RequisitePro

Sr. Technical Writer/Instructional Designer

Confidential

Responsibilities:

• Aided with implementing ITIL (Information Technology Infrastructure Library) and ITSM (Information Technology Service Management) processes for Confidential Service Manager and Confidential Blueprint/Service Management Reference Model
• Wrote online procedures manuals for Confidential Blueprint Service Manager Technology
• Developed the storyboards and online training for Service Manager, Release Control, and Revision and Configuration Management (RCM) systems
• Developed elearning and Instructor Led Training ( Confidential ) templates
• Developed the training materials for all Service Manager and RCM processes
• Wrote the template and documentation process user manual

Tools: and Applications: Internet Explorer, MS Office Suite, Visio, Snagit, Paintbrush, PhotoShop PRO, Acrobat, Captivate, Articulate Presenter/Quizmaker, ClipArt, Primavera, Service Manager, Revision and Configuration Management, Service Manager Blueprint, Sun Java, eGrid, SumTotal LMS

Project Lead/Sr. Technical Writer

Confidential

Responsibilities:

• Met with Subject Matter Experts (SMEs) to gather information regarding Reverse Mortgage processes
• Wrote the policies and procedures for the following departments: Compliance, Loan Servicing, Closing and Post-Closing
• Created process flows and work instructions for various departments within the company
• Documented the Confidential Licensing System (NMLS) registration policies and procedures and the Comprehensive Compliance Plan

Tools: and Applications: MS Outlook, Internet Explorer, MS Office Suite, Visio, Snagit, Paintbrush, PhotoShop PRO, Acrobat, Oracle Author Tutor/Publisher, Robohelp, SharePoint, Documentum eRoom, GoToMyPC

Sr. Technical Writer/Sr. Instructional Designer

Confidential, Duluth, GA

Responsibilities:

• Met with Subject Matter Experts (SMEs) to gather information for the ResMan TimeCard System Standard Operating Procedures (SOPs) and training content
• Created all storyboards for the ResMan TimeCard and Project Reporting System.
• Developed Instructor Led Training for the ResMan (PlanisWare OPX2) using Word and Powerpoint
• Developed Web-based training for the ResMan using Lectora Integrator and Lectora Online
• Wrote the ResMan SOP using a predefined template and business solution
• Developed the customized templates used to create the ResMan User’s Guide and training artifacts
• Wrote the ResMan User’s Guide and generated help documentation

Tools: and Applications: MS Outlook, Internet Explorer, MS Office Suite, Visio, Snagit, Paintbrush, PhotoShop PRO, Acrobat, ClipArt, Robohelp; eRoom; Lectora

Project Lead/Sr. Technical Writer/Sr. Instructional Designer

Confidential, Atlanta, GA

Responsibilities:

• Met with Subject Matter Experts (SMEs) to gather information for the Oracle 11i Procure-To-Pay, Finance and Human Resources Standard Operating Procedures (SOPs) and training content
• Developed customized templates and wrote the SOPs, which included process flows, workflow diagrams and work instructions for various departments within the Enterprise
• Generated all System Development Life Cycle (SDLC) documentation, which included requirement specifications, design documents, test scripts, guides and course content
• Performed User Acceptance Testing (UAT) using test scripts and test cases that were stored in Confidential Quality Center
• Wrote and developed the materials for Oracle 11i Human Resources Management Systems (HRMS) module, which includes Recruiting, Records Management, Compensation, Occupational Medicine, Pension, Employee Relations, Benefits, and so forth
• Wrote all Payroll, Accounts Payable and Receivables SOPs and policies.
• Created all workflow diagrams using Oracle Tutor and Visio, which were incorporated in the WBT using Oracle UPK
• Wrote the Instructor-Led Training ( Confidential ) and Web-based Training (WBT) for the Oracle 11i Procure-To-Pay module, which includes Contracts, Contract Administration, Purchasing, Supply Chain Management, Order Management, and iProcurement
• Wrote and published all assessments in Oracle Learning Management (OLM)
• Ensure that all assessments were SCORM compliant
• Developed the Confidential and Web-based training for the Oracle 11i HRMS, Payroll and Finance modules that included demo, training and assessment development.
• Mentored writing and management staff on Oracle 11i writing and training development products
• Wrote the Payroll Training Guide, which consisted of such topics as: Managing Employee Tax Data, Setting Up Direct Deposits, Understanding Deductions, Handling Garnishments, Adjusting Balances, and Processing Fringe Benefits.
• Wrote the Administrative Guidelines and SOPs for the Change Management Organization, MARTAnet (the internal Website or Intranet used throughout the enterprise), Bus Operations and Transit Marcom or advertising services
• Performed quality checks on all documented materials before the client presentation
• Wrote a Corporate Style Guide to aid others with the writing and editorial process
• Acted as one of the SharePoint Administrators/Contributors/Workflow Designers for document control and approval, event notification, and task reporting and notification

Tools: and Applications: MS Outlook, Internet Explorer, MS Office Suite, Visio, Captivate, Flash, Snagit, Paintbrush, PhotoShop PRO, Acrobat, Robohelp, Oracle UPK, Oracle Author Tutor/Publisher, Oracle LM, SharePoint; Confidential Quality Center

Sr. Instructional Designer

Confidential, Alpharetta, GA

Responsibilities:

• Wrote the facilitator and participant guides for the OnDemand Billing Inquiry (ODBI) system a web-based application that allows users to search, retrieve, view and print billing detail/documents
• Wrote the facilitator and participant’s guide for the Global Scanning System (GSS), an application that uses a wireless network to communicate with the scanners that hub employees use when loading and unloading packages and sales associates use Confidential point-of-sale (POS)
• Create Confidential and web-based training materials for the Technology Support Center that included OnDemand Server Administrator, Help Desk Field Service and Remote Access Protocol training
• Wrote all soft skill training materials for sales associates
• Created job aids, handouts, pre-trips, exercises, slides, role-plays and training assessments for all courses
• Integrated courses into the Oracle learning management system (OLM) to track and manage multiple courses and assess the participants learning ability
• Created all simulations using Captivate

Tools: and Applications: MS Outlook, Internet Explorer, MS Office Suite, Visio, VisualBasic, Robohelp, HTML, Snagit, Paintbrush, PhotoShop PRO, Acrobat, ClipArt, Captivate