SUMMARY:

• Multitasking Senior Technical Writer Develop for Technical and Non - Technical Audiences
• Maintain Documentation Database and Templates Develop Complex and High Quality Projects
• Manage Multiple Projects Simultaneously Superior Meeting Aggressive Deadlines
• Resourceful Team Player and Independent Worker Focus on Audience and Meeting Objectives
• Professional Subject Matter Expert (SME) Interviewer Agile Business Requirement Analyst
• Work Closely with SMEs to Extract Comprehensive Information Maintain Long-Term Client Relationships 100%
• Work Closely with Cross-Functional Team to Ensure Projects Success Knowledgeable Critical Thinker and Analytical Problem Solver
• Catalogue Business Tasks and Responsibilities Achieve and Maintain Quality Performance 100%
• Developer for Multiple Federal Government Agencies Write Clear and Succinct to Deliver High Quality Projects
• Develop with Multiple Manual of Styles Depending on Subject Matter and Nature of Request
• Research and Analyze Document Data and Strategic Developer Agile Methodology Align Business Requirements with Solutions
• Manage Complex Projects Simultaneously Excellent Revenue Driven Communication and Marketing Standards
• Information Technology Infrastructure Library (ITIL) Technical Writer Develop Framework of Best Practices Projects
• Develop with ITIL to Facilitate Change and Growth Update SharePoint Services Document Libraries
• Leverage SharePoint Document Catalog Beyond Industries Firewalls Aligned IT Services to Support Core Business Processes
• ITIL Definition and Solutions Technical Writer Integrate Standards to Deliver Projects Continuity
• Motivated Self-Starter Encompass Attention to Detail Active Listener
• Well-organized and Competent Support Liaison Driven Time Management
• Adapt to Changing Policies and Procedures Willing to Surpass Requirements
• Exercise Discretion with Confidential Information Eager to Learn New Technologies and Products
• Multidimensional and Multiplatform Senior Technical Writer Policy and Procedures Senior Technical Writer
• Information Technology Infrastructure Library (ITIL) Technical Writer Business Process Senior Technical Writer
• Federal Government Senior Technical Writer and Editor Write High - Level Quality Projects Clear and Succinct
• Professional Subject Matter Experts (SME) Interviewer Foster Long-Term Relationship 100%
• Agile Senior Technical Writer User Experience and Product Engineer
• Project Manager and Task Manager Expert Problem Solver
• Office 365 E5 Administrator and SharePoint Develop Complex Infrastructure Projects
• Solution Advisor Superior in Meeting Aggressive Deadlines
• Disaster Recovery Senior Technical Writer Senior Proposal Editor and Content Writer
• SDLC Senior Technical Writer Lean Six Sigma Technical Writer
• Infrastructure Senior Technical Writer Planning and Organizing
• Leadership and Teamwork Creativity and Innovation
• Agile Quality Assurance Analyst Build Quality in and Eliminate Waste
• Systems Engineer Information Technology (IT) Comprehension
• Network Engineer Network Administration
• Helpdesk Technician Hardware and Software Support
• Microsoft Office Suite Microsoft Window 7
• Microsoft Word Microsoft Window 8
• Microsoft Excel Microsoft Window 10
• Microsoft Outlook Microsoft Windows XP
• Microsoft SharePoint 2013 Adobe Professional XI
• Microsoft PowerPoint Adobe Acrobat XI
• Microsoft Visio Snagit and Snagit Editor
• ISO Compliance Standards Methodologies and Full Life Cycle Developer
• SDLC Methodologies Documentation Professional Subject Matter Experts (SME)
• Agile System Development Lifecycle (SDLC) Enterprise Architecture (EA) Development
• Software Development Lifecycle (SDLC) Format and Edit Instructional and Operational Documents
• Systems Development Lifecycle (SDLC) Cloud Configuration Documentation
• Multitasking Information Technology Technical Recruiter Professional Information Technology (SME) Interviewer
• Manage Job Postings and Advertisement and Sales Initiatives Strategic Driven Return on Investment (ROI) Interviewer
• Campaign Visionary Contractor Googlebots Content Developer and Requirement Analyst
• Vested Government Agencies and IT Vested Recruiter Agile Recruitment Objectives and Pipeline Strategic Developer
• Network and Security Standard Operating Procedures (SOP) Mortgage and Consumer Banking Line of Business ( Confidential )
• Hardware and Software Standard Operating Procedures (SOP) Hardware and Software Manuals and User Guides
• PeopleSoft Application Standard Operating Procedures (SOP) Human Capital Manuals and User Guides
• Software Application Standard Operating Procedures (SOP) Systems Manuals and User Guides
• Policies and Procedures Standard Operating Procedures (SOP) Salesforce Standard Operating Procedures (SOP)
• Standard of Practice Standard Operating Procedures (SOP) Procurement Standard Operating Procedures (SOP)
• Strategic and Workforce Standard Operating Procedures (SOP) Line of Business Standard Operating Procedures (SOP)
• Mobile Standard Operating Procedures (SOP) Oracle Standard Operating Procedures (SOP)
• Healthcare Government and Clinical Overview Procedures Healthcare Standard Operating Procedures (SOP)
• Medicare and Medicaid Standard Operating Procedures (SOP) Agent Broker Standard Operating Procedures (SOP)
• Health Insurance Portability and Accountability Act (HIPPA) HIPPA Compliance Certification
• Centers for Medicare and Medicaid Policies and Procedures Training and Helpdesk Support User Guides
• Develop High Quality Documents Implement Style Guide Standards
• Engineer Standard Operating Procedures Develop Documentation Standards
• Create High Quality Documents Manage Project Version Control
• Manage Production and Review Process Identify and Implement Creative Solutions

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

SENIOR TECHNICAL WRITER

Responsibilities:

• Multidimensional and Multiplatform Senior Technical Writer create complex large multi - year Federal Government projects.
• Professional Agile Requirement Analyst integrate Agile Quality Assurance Analyst and Quality Controls proficiencies. Increases
• Business Process Development requirements.
• Hybrid integration of Engineering talent and Quality Controls, build quality in and eliminate waste in the SDLC and Lean-Agile development.
• The process and practice ensure deliverables suitability for its intended purpose. SharePoint Administrator manage project shared folders, collaboration sites, documentation, and other materials.
• Documentation deployment designed to meet or exceed client requirements for secure, reliable, and accurate deliverables.
• Provide technical and user system documentation support for all levels. Develop Network Diagrams and Process Flows for the
• Information Technology (IT) Infrastructure team and Agile Cross-functional team. Develop Frameworks to Improve Critical
• Infrastructure Cybersecurity, IT Infrastructure Engineering, and Business Process Engineering. The processes support ensures the IT
• Infrastructure is robust, scalable, and efficient to deliver the integrated documented services.
• Proficient Data Center Technical Writer and Editor. Improve IT Infrastructure deliverables and operational costs. Develop Data Center complex deliverables: Server Room Layouts, Rack Elevation, Cable Management for Network, Power Connections, Power and Energy
• Management, Uninterruptible Power Sources (USP), Data Center Performance, APIs, and Policies and Procedures Manual. Data Center
• Architecture, Data Support Infrastructure, Compliance Standards, Environment Control, Physical Security Systems, IT Equipment, and
• Operational Staff documentation. Data Center Engineering: Data Center Consolidation, Datacenter Facility Design and EngineeringServer Consolidation, Storage Design, and Engineering. Virtual Desktop Infrastructure (VDI), Cloud Configuration and Response to IT
• Security and Data Center Audits. Data Center Infrastructure Management (DCIM), Risk Management Framework (RMF), Project
• Management Plan, Update Help Center Queries, and Frequently Asked Questions (FAQs).
• Professional Technical Writer and Editor develop multidimensional Policies and Procedures and Standard Operating Procedures
• (SOPs) deliverables. Senior IT Documentation Administrator. In-depth expertise in completing requirements and interviewing Subject
• Matter Experts (SMEs). Business Process Technical Writer, Disaster Recovery Technical Writer. Agile Technical Writer, Information
• Technology Infrastructure Library (ITIL) Technical Writer, IT Service Management (ITSM) Technical Writer, SDLC Senior Technical
• Writer, Federal Government Senior Technical Writer and Editor, and Senior Proposal Editor and Content Writer. Project Lead, Project
• Manager, and Task Manager. Identify gaps in existing documentation and devise plans to create new documentation updates. Ensure project scheduled milestones and quality standards exceed requirement expectation. Committed to the highest technical writing.
• In corporate Quality Assurance technical writing. The process ensures the client receive polished and accurate written documentation.
• Integrate professional high-level engineering experience to sustain successful deliverables.
• Advance successful tasks and project deliverables. Document complex policies, procedures, guidelines, and standards for enterprise systems. High-level project deliverables: Information Technology (IT) Manuals, Training Manuals, Healthcare Manuals, Human Capital
• Manuals, Business Requirements Manuals, Security Manuals, Policies and Procedures Manuals, supporting artifacts, Cybersecurity
• Manuals, Enterprise Architect Manuals, Maintenance Manuals, Operation and Specification Manuals, and Systems and Software
• Development Life Cycle (SDLC) Manuals. New Document Template Development: Requirement Specification Document TemplatesRisk Analysis, Requirements Traceability Matrix (RTM), Functional Requirements Document Templates, System Requirement
• Document Templates and mandatory project aligned document templates.
• Secure International Organization for Standardization (ISO) deliverables. Develop ISO Templates, ITIL Compliance Managementand the Template Repository standards for the SDLC Process. Develop Version Delivery description for the whole System and Software
• Infrastructures comprising User Manuals with Installation and Maintenance Manuals. Integrate Style Guides structure and compliance.
• Industrialize Implementation Quality Management System and integrate Version Control Concepts and Best Practices. SDLC Process
• Template deliverables: Project Management Plan with Software and System Development Plan, Software and System Configuration
• Management Plan, Software and System Development Validation Plan, Risk Management Plan, Software Specifications, Usability
• Specifications Document, Risk Analysis Report, System Architecture Document, Software and System Detail Design, Software and
• System Test Plan, Software Test description, Agile SDLC Templates, Version description Document, User Guides, Training GuidesSoftware Guides, Installation Guides, Release Notes, Healthcare Guides and supporting material. Network Security Plans, System
• Security Plan, Disaster Recovery Plan, Communication Plan and the Project Charters. Created Palo Alto, Citrix, Checkpoint Diagramsand documentation. Documentation developed in a succinct Fast-Paced environment.
• Professional Subject Matter Experts (SMEs) and Interviewer. Develop and sustain successful long-term relationships with SMEs and diverse Stakeholders. Formulate high-value questions and a target interview plan securing success. Interview SMEs for relevant contentbackground information, product knowledge, technical details, business needs, and other contextual details for the subject matter domain. Continuously, research required topic before working with the SMEs. Design the processes and actions intuitively combining the SMEs data to resolve content and complexities risk factors. Capture the SMEs exact words accurately and completely. Facilitate meetings and coordinate participate logistics. Provide functioning solutions and expertise to project developments.
• Agile Business Requirements Analyst gather requirements for Chief Executive Officers (CEO), Senior Vice Presidents (VP), Project
• Managers, and diverse Stakeholders. Develop quality documentation for the Helpdesk and Service Desk Personnel, Architectural
• Engineers Network Engineers, Systems Engineers, Oracle Engineers Systems Administrators, IT Directors, and Software Developers.
• Enterprise Architects, Business, Analysts, Security Analysts, Trainers, Programmers, Healthcare Managers, Data Center Engineers, and
• Consultants.
• Write, proofread, edit, and revise documentation. Manage multiple projects and peer review simultaneously while meeting aggressive deadlines. Microsoft Office Suite, Microsoft Visio, SharePoint 2013 and 2016, Adobe Professional XI tools streamline process.

Confidential, Richmond, VA

SENIOR TECHNICAL WRITER/ PROJECT MANAGEMENT/ BUSINESS REQUIREMENT ANALYST

Responsibilities:

• Multitasking Senior Technical Writer for SunTrust Policy and Procedure department. Develop Policies and Procedures and Business
• Processes for SunTrust Financial Services Line of Business ( Confidential ).
• Developed complex high - level Standard Operating Procedures (SOPs) sustaining the Mortgage Services Group, Risk Management Department, Bank Reconciliation Services Group, and Consumer Banking.
• Created New Document Templates. Document complex policies, procedures, guidelines, and standards for enterprise systems.
• High-level project deliverables: Information Technology (IT) Manuals, Training Manuals, Security Manuals, Policies and Procedures
• Manuals, supporting artifacts, Systems and Software Development Life Cycle (SDLC) Manuals, and New Document Template
• Development: Created User Guides, Software Guides, Systems Network and Security Plans, SDLC Templates, designed Research
• Reports, and SDLC Updates. Developed quality Software and Hardware SOPs, Oracle SOPs, and Financial SOPs.
• Professional Subject Matter Experts (SME) Interviewer. Developed and maintained long-term relationships with clients. Interviewed
• SMEs for relevant content, background information, product knowledge, technical details, business needs, and other contextual details f the subject-matter domain. Developed with different Manual of Styles depending on subject matter and nature of project request.
• Researched and analyzed documentation data. Confirm information accuracy while managing complex projects simultaneously.
• Coordinate peer meetings gathering and clarifying information. Work closely with Cross-Functional Teams to achieve and maintain
• corporate productivity. Catalogue business tasks and responsibilities. Coordinate projects via email. Provide knowledgeable critical thinking and analytical problem solving expertise. Create SharePoint Repository securing documentation for SunTrust teammates.
• Developed styles and formats to create clear and succinct documentation for Technical and Non-Technical audiences. Approved
• Point of Contact for documentation problems. Implemented the Disaster Recovery Plan (DRP) policies and procedure controls within
• SunTrust departments. Identified potential areas of concerns and prioritize efforts to keep the repository updated. Trained SunTrust
• Stakeholders on new policies and procedures.
• Developed multifaceted documentation Projects for an impressive group of SMEs. Gathered industry requirements for Chief Executive
• Officers (CEO), Senior Vice Presidents (VP), Department Mangers, and Project Managers. Developed quality documentation for the
• Helpdesk Analysts, Enterprise Architects, Network Engineers, Systems Engineers, Systems Administrators, and Software Developers.
• Developed for Architectural Engineers, Programmers, Business and Financial Analysts, Security Analysts, and Oracle Developers.
• Fostered long-term and profitable relationships with SMEs to influence accuracy throughout the development life cycle.
• Write, proofread, edited, and revised documentation. Analyzed projects process flow and usability for clients. Approved projects visual design. Restructured deliverables from Stakeholders to developed functional documentation. Set priorities and approval process.
• Managed multiple projects simultaneously meeting aggressive deadlines. Managed the distribution of technical and regulatory information from corporate to the field. The process ensures successful tracking and maintenance for quality project deliverables.
• Microsoft Office Suite, SharePoint 2013, Adobe Professional XI tools help streamline, and sustain deliverables.

Confidential, Arlington, VA

SENIOR TECHNICAL WRITER - SENIOR PROJECT ANALYST

Responsibilities:

• Multitasking Senior Technical Writer develop high - level complex projects. Proposal and Content Editor for Marketing Manager.
• Developed Qualifications Packets, Brochures, Award Submittals, and Advertisement Graphics. Created New Templates and Documents.
• Developed Technical Manuals, User Manuals for New Products, and Technical Reports. Researched Topics and developed content
• Developed content for the Federal Government Commercial Clients. Developed routine Standard Operating Procedures (SOPs) for
• Internal and External Clients. Analyzed and approved documentation.
• Professional Subject Matter Experts (SME) Interviewer. Develop long-term relationships with clients. Interviewed SMEs for relevant content, background information, product knowledge, technical details, business, and financial requirements. Developed with different
• Manual of Styles depending on subject matter and nature of project request. Researched and investigated document data. Coordinated projects via email and onsite. Confirmed information accuracy while managing and mapping complex projects.
• Developed new templates styles and formats to create clear and succinct documentation for Technical and Non-Technical audiences.
• Approved Point of Contact for documentation. Clarified information on Contracts relating to company terms and conditions. Worked closely with the Sales and Procurement teams, documenting product lines for prospective clients with constructions specifications.
• Interfaced with the Purchasing Department to achieve successful estimates based on forecasting and companywide bids. Reviewed and evaluated risk. Documented pricing and strategy developments. Provided synchronized analysis with factual real-time information.
• Developed multifaceted documentation for an impressive group of SMEs. Gathered industry requirements for Account MangersConsultants, Production Development Team, Project Executives, Procurement, Sales, and the Accounting Senior Vice President (VP).
• Developed quality documentation for the Architectural Engineers, Business and Financial Analysts, Marketing Manager, Marketing
• Teams, System Engineers, and Software Developers.
• Write, proofread, edited, and revised documentation. Analyzed projects process flow and usability for clients. Approved projects visual design for the Proposals process. Restructured project deliverables to developed functional documentation. Set priorities and escalated issues appropriately.
• Managed multiple projects simultaneously meeting aggressive deadlines. Managed the distribution of technical and regulatory information from corporate to the field. The process ensures tracking and maintenance for quality project deliverables.
• Microsoft Office Suite, SharePoint 2013, Adobe Professional XI tools help streamline, and sustain deliverables.

Confidential, Atlanta, GA

NOC SUPPORT ENGINEER/ SENIOR HELPDESK SUPPORT TECHNICIAN/ SENIOR TECHNICAL WRITER

Responsibilities:

• Multitasking Information Technology Expert, Technical Recruiter, and Technical Writer Developer. Experienced supporting multiple
• Implemented Disaster Recovery Solutions and Corporate Standards. Configured
• Broadband Internet Access, Supported Cloud Services and Cloud Configuration Documentation, Cloud PBX Solutions, and Mobile
• Services. Supported Web Hosting, Hosted Microsoft Exchange, Virtual Receptionist, Voicemail Services, Virtual Private Network
• (VPN), Audio and Web - Conferencing. Secured Desktop Requirements, Secured Backups and Recovery Processes, Managed Firewallsand IP Addresses. Created New Templates and Documents. Developed Technical Manuals and User Manuals for New Products with
• Technical Reports. Develop Network, Software, Hardware, and Procurement Standard Operating SOPs for Internal and External clients.
• NOC Support Engineer resolve issues relating to Desktops, Laptops, Operating Systems, Network Protocols, Mainframes, MobileContract Development and Client Server Technology. Provided Remote Hardware Diagnostics Support, Siebel, and Systems
• Applications Products (SAP) Support. Coordinated on-site repairs for customers. Developed Training documentation standards.
• Implemented new projects, monitored, and proactively researched successful resolution solutions. System Administrator setup accountsemails, user ids, and passwords. NOC Support Engineer. Supported Remedy Ticketing Systems.
• Managed multi-function System Queues. Resolved high volume database backlogs. Worked closely with Internal and External groups to identify, resolve, and coordinate systems resolutions. Provided customers with qualified support to reduce operating costs. Reduced customer perceived and actual waiting time to improved consumer satisfaction. Implemented and improved helpdesk standards to increase service quality. Created technical procedures and maintained documentation.
• Professional Subject Matter Experts (SME) Interviewer. Develop long-term relationships with clients. Interviewed SMEs for relevant content, background information, product knowledge, technical details, business and financial requirements. Developed with different
• Manual of Styles depending on subject matter and nature of project request. Researched and investigated documentation data.
• Confirmed information accuracy while managing and mapping complex projects simultaneously.
• Developed technical documentation for Confidential Consultant, Customers, Engineers, Developers, Employees, and
• Salesforce. Developed for Stakeholders multiplex compliance Standard Operating Procedures SOPs.
• Write, proofread, edited, and revised documentation. Developed and maintained policies and procedures. Secured Cbeyond Mobile
• Devices, Systems, Networks, and Cloud Storages documentation reliability. Develop technical documentations and SOPs after consulting with customers to refine functional requirements. Translated functional requirements into Technical documentation.
• Microsoft Office Suite, Snagit, Adobe Professional tools help streamline, and maintain documentation deliverables.

Confidential, Omaha, Nebraska

SOFTWARE AND HELPDESK SUPPORT/ SENIOR TECHNICAL WRITER

Responsibilities:

• Multitasking Information Technology Support Expert and Technical Writer. Experienced supporting multiple High Volume Helpdesk and Technical Environments. Configured Sirius XM Application, Supported Internet Radio Clients, and provided Research
• Development Support. Provided Software Implementation and Data Migration Support. Develop Rapid Response SOPs for Users and
• Customers. Resolve problems relevant to features and functions in the products services division. Configured Internet Connectivity and resolve Network Issues. Provided telephone support to over 200 customers per day. Created New Templates, Standard Operating
• Procedures (SOP), and User Guides for New Products.
• Provided Remote Hardware Diagnostics Support. Coordinated on - site repairs for customers. Developed Training procedures and standards. System Administrator setup accounts, emails, user ids, and passwords. Provided Database Administrator Support to Internal
• Customers. Worked closely with the Sales Team to document product lines for prospective clients.
• Managed multi-function System Queues. Resolve high volume database backlogs. Worked closely with Internal and External groups to identify, resolve, and coordinate systems resolutions. Provided customer with qualified support to reduce Salesforce operating costs.
• Reduced Automotive Dealerships and Sirius customer perceived, and actual waiting time to improved customer satisfaction.
• Implemented and improved Helpdesk standards to increase service quality. Create technical procedures and maintain documentation.
• Developed technical documentation for Consultant, Customers, Engineers, Employees, and Salesforce. Developed Standard Operating
• Procedures SOPs compliance standards for Stakeholders. Created various Training SOPs for Remote Employees.
• Write, proofread, edited, and revised documentation. Develop technical documentations and SOPs after consulting with customers to refine functional requirements. Translated functional requirements into Technical Specifications.
• Microsoft Office Suite, Snagit, Adobe tools help streamline, and maintain documentation deliverables.

Confidential, Atlanta, GA

SYSTEM ENGINEER/ PROJECT MANAGER/ SENIOR TECHNICAL WRITER

Responsibilities:

• System Engineer and Technical Project Developer experienced supporting multiple environments. Engineered the System
• Development Life Cycle (SDLC). Developed the Planning initiatives for Project Design, Implementation, Operational Testing, and
• Hardware and Software Deployment. Integrated SDLC standards for Platforms Services to meet and exceed customer expectations.
• Developed Information Technology Infrastructure guidelines. Developed Information System Development processes and
• Methodology Standard Operating Procedures (SOPs). Evaluated and identify the existing Systems deficiencies and improvements.
• Interviewed User, Customers, and Consultants. Designed New Templates for Hardware, Software, Operating Systems, and
• Programming Security Infrastructures. Updated System and install programs. Train Internal and External personnel.
• System Engineer executed Infrastructure maintenance. Design System Operation for corporate productivity. Developed System and
• Network Updates for Internal and External Customers. Industrialized Network Cable Installation and Network Installation implementation plans to configure Windows NT Server Workstations. Design the Specifications requirements. Planned System Analysisprovided efficient services and resources. Provided Network Hardware, Software, Operating System, and Applications Analysis to forecast users requirements. The process ensured the Service Level Requirements for throughput, response time, turnaround time, and services availability.
• Engineered complex Information Technology Technical Writer Projects. Designed Microsoft Windows Environment SOPs. Performed complex Installation, Data Migration, Workstations Deployment, Servers, and related Hardware and Software modifications. Provided
• Infrastructure Diagnostic Testing and Repair Resolution. Troubleshooted and Resolve Computer and Telephony related issues. Provided
• On - Site and Remote Client Support. Knowledgeably provided Support to multiple departments, ensuring technical competency to users.
• Managed with a strong commitment to Customer Service while securing confidential information to protect our clients. Develop
• corporate administration policies, standards, and technology. Managed multiple projects simultaneously to meet aggressive deadlines successfully. Active driven time management and resourceful leadership. Managed the distribution of technical and regulatory information from corporate to the field. This method ensures successful tracking and maintenance governing project deliverables.
• Managed assigned Projects and Programs to deliver quality Services. Managed Internal, External, Staff Administrators, Service ProvidersSite Personnel, outside Vendors, Helpdesk Support, and Consultant inquiries. Provided Technical Assistance and detail Support.
• Write, proofread, edited, and revised documentation. Develop technical documentations and SOPs after consulting with customers to refine functional requirements. Translated functional requirements into Technical Documentation.
• Microsoft Office Suite, Adobe tools help streamline, and maintain documentation deliverables.