Technical writer Resume

SUMMARY:

15 years in policies & procedures, compliance in aerospace, engineering, banking/finance
ISO certification project at Confidential: critical policies, procedures, standards in compliance with ISO requirements
Sarbanes - Oxley certification project at Confidential ; Pasadena, Ca: documented global organization for Confidential certification, including SOX controls
Business continuity planning, annual EEO-1 Reporting, OTS Compliance Exams, internal audits coordinator
B2B and retail sales of collection services, solar industry, credit card services, automotive, paint and hardware

PROFESSIONAL SKILLS:

Policies & procedures, regulatory compliance, documentation systems, process documentation, project management, B2B sales and software service, SharePoint, MS Office, HTML, SGML, XML, Adobe Acrobat, PDF, Corel Office, multiple editing tools, systems testing, customer service.

PROFESSIONAL EXPERIENCE:

Confidential

Technical writer

Responsibilities:

Operating procedures, business plans, employee & instructional manuals, etc
Virtual salesaAgent for loans, credit repair, etc., across the country

Confidential, Pasadena, Ca

Senior Analyst

Responsibilities:

Worked with a variety of stakeholders including the bank's BSA Officer, Corporate Compliance Department, and the HR Senior Counsel. privacy compliance and compliance testing, data security, privacy laws including BSA, GLBA, OFAC, Business Continuity Planning, annual EEO-1 Reporting, compiling OTS Compliance Exam Preliminary Examination Response Kit (PERK) and related data for examiners, Employer Posters, including writing the Employer Poster Policy & Procedure.
HR Project manager at Confidential Bank for business continuity planning
Participated in planning, preparation, recordkeeping, and recovery strategy sessions
Tracked completion of Business Impact Assessment and BCM milestones and reported to upper management
Recovery plans included bank and employee files, confidential and sensitive information, evacuation procedures, customer, Global Resources (Mumbai Call-Center employees), and vendor visitations, vendor management contingencies, payroll delays and contingencies, data back-up and storage in secure, remote off-site data centers

Confidential, Pasadena, Ca

Technical writer/editor

Responsibilities:

Project was to document the entire global organization, writing policies and procedures including internal controls for financial reporting based on training documents, in preparation for Confidential compliance
They needed a place to publish their docs, assisted with control, design, and analysis of all forms related to procedures in order that they have efficient, well-designed forms that will enhance end-user functionality, as well as enhance the organization’s image
Using the Oracle Tutor system for creating and maintaining process documentation, including procedures, instructions, forms, etc. in preparation for Confidential compliance.

Confidential, Pasadena, Ca

Technical writer/editor

Responsibilities:

Team lead for Confidential Customer Call-in Center: 30 minute call-back for help finding documents, with system functions, documentation process.
Duties included: overall system research, design, and implementation decisions, system configuration management, customer interface, team coaching. Cut costs and improved system efficiency by cutting wasted search time and headaches for busy personnel, and by giving needed feedback about customer concerns, which led to further solutions such as adding keywords to documents and search results, and adding search box for other databases, reduced customer stress by giving human face and voice to system.
Team lead for Remedy help ticket system: records feedback about customer concerns, document changes, etc
Duties included: overall system design, research and implementation decisions, system configuration management, customer interaction, team coaching. Cut costs and improved system efficiency by conceiving of solutions based on feedback, such as improved search capabilities, and clarifying user interfaces, reduced customer stress by recording customer concerns and helping implement needed system changes, and keeping customers apprised of results of their feedback.
Confidential Rules System metrics reporting: gathering, reporting system metrics, customer interface, and feedback. assisted programmer in setting up queries to generate useful system statistics, research, design, and implementation of meaningful metrics reporting, team coaching in metrics use and purpose. Cut costs and improved system efficiency by helping implement solutions based on metrics, such as clarifying user interfaces, and improving search capabilities, met new ISO demands by reporting critical system metrics.

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