SUMMARY:

12+ years of experience as a technical writer working with industry leading software companies. Exposure to hospitality, advertising, capital markets and finance, telecommunications, health/disability insurance, BI consulting, and health care.

TECHNICAL SKILLS:

• Technical Writing
• Adobe FrameMaker
• MS - Office (Word
• PowerPoint
• Excel
• Visio)
• SnagIt
• GIMP
• RoboHelp
• ISO 2
• PCI-DSS v1.2
• PCI-DSS v2.0
• QA testing
• SDLC
• Integration
• Agile Methodologies copyediting proofreading graphic design entry level pen testing and vulnerability assessment
• Nmap
• Ncrack
• BackTrack5
• Atlassian Confluence
• Atlassian JIRA wireframing
• Balsamiq.

PROFESSIONAL EXPERIENCE:

Technical Writer

Confidential, Philadelphia, PA

• Develop Security Policy documentation based on NIST standards and best practices.
• Develop Business process flows and diagrams.
• Respond to Client Audit requests.
• Develop Confidential 's Business Continuity and Disaster Recovery Plans.
• Perform Business Impact Analysis for disaster recovery and business continuity scenarios.
• Recommend policy and system level remediation plans based on findings.
• Conduct HITRUST v8.0 Self - Assessment.

Business Systems Analyst

Confidential, Philadelphia, PA

• Business Systems Analyst for HCR Stabilization project, an umbrella project with yearlong multi-release implementation of fixes to improve customer open enrollment experience for 2017.
• Led team based approach to reorganize, streamline, and redefine departmental onboarding process for Project Managers and Business Systems Analysts.
• Supporting analyst for Communication and Branding, Operational Readiness, and Customer Impact portion of Project Cranberry migration of AmeriHealth NJ customer base to Confidential platform.
• Business Systems Analyst for Senior Campaigns project to redefine analytics tracking for bill collection of past due accounts.
• Author of Desk Level Procedures (DLPs) for Appeals, Service Operations, Underwriting, and Enrollment Departments.
• Ad hoc technical writing support.

Technical Writer and Business Analyst

Confidential, Marlton, NJ

• Part of the three person IT PMO organization.
• Responsible for EMR database conversion project management tasks, client-vendor relationship management.
• Actively worked with Continuum's Population Health department to ensure better Confidential t care and safety, enhanced Confidential t experience, and lower costs.
• Technical writer for four departments: IT Implementations, IT Help Desk, IT Networking, and IT Infrastructure.

Consultant; Technical Writer

Confidential, Marlton, NJ

• Technical writer for four departments: IT Implementations, IT Help Desk, IT Networking, and IT Infrastructure.
• Responsible for programming sensors and web portals, maintenance, and monitoring for Continuum’s Vaccine Temperature Monitoring program.
• Served as client liaison and representative for Confidential ’s Vaccine Temperature Monitoring program.

Technical Writer

Confidential, Philadelphia, PA

• Developed MS-Word and PowerPoint templates.
• Developed and Created Sales Methodology documentation.
• Assisted Sales department with client facing presentations, graphics development, and documentation for 16 different clients.
• Presented and created lunch and learn sessions.

Consultant; Technical Writer

Confidential, Philadelphia, PA

• Wrote use cases and technical specifications for the Group Claims Management team's Advanced Viewer application.
• Wrote runbook documentation for the Claims department to facilitate transition from paper claims processing to digital claims processing.
• Implemented templates to align styles, grammar, font, etc. with corporate standards.
• Cleaned up and streamlined existing documents on team's SharePoint site.
• Ad hoc document support/proofreading/editing, etc.

Consultant; Technical Writer

Confidential, King of Prussia, PA

• Created ETL Framework documentation to support onboarding of new ETL Talend developers.
• Updated existing documentation library to conform with latest software release.
• Updated existing documentation library to conform with company's MS-Word templates.
• Created Atlassian Confluence wiki pages to centralize documentation across teams.
• Created svn repositories for documentation to provide source control.
• Troubleshot and tracked documentation and QA issues using Atlassian JIRA.

Consultant; Technical Writer

Confidential, Mount Laurel, NJ

• Created Requirements documentation for Security Architecture designs.
• Regularly maintained and updated team Wikipedia.
• Performed Vulnerability Testing and Penetration Testing to support the Security Response Center and nCircle automated scan findings.
• Ad hoc document support for team and department members as needed.
• Facilitated lunch and learn sessions for department.

EFT Network Operations Supervisor

Confidential, Norcross, GA

• Supervised 8 employees across a 24-7 environment; provide biweekly on-call escalation support.
• Monitored network traffic, reports, and file transmissions for approximately 3,200 ATMs and 700+ clients, including 35 million in daily ACH totals.
• Created help documentation and procedures using Microsoft Word and screen captures to facilitate better understanding of system processes.
• Managed 200+ procedures and documents; ensured updates were made as code was implemented.
• Spearheaded transition of documentation library to dynamic, wiki based environment.

Technical Writer

Confidential, NYC, NY

• Developed technical documentation for Confidential ’s Fixed Income Markets, Sales and Trading, and Corporate Marketing product offerings.
• Managed and owned the Microsoft SharePoint document database and customer facing Extranet; principal member of SharePoint redesign team.
• Evolved the quality and reach of Confidential ’s technical documentation; produced user manuals, release notes, quick tips, known issues documents, scope documents, documents, sales presentations, and marketing flyers.
• Ensured consistency of outgoing documentation through the creation and modification of document templates and forms.

Technical Writer

Confidential, NYC, NY

• Produced documentation ranging from management overview to detailed procedures, information, user guides, and online help.
• Coordinated documentation for four developers with distinct product focuses, and ensured cohesion of documentation across product teams and applications.
• Attended meetings to define business requirements and design specifications to drive the development process.

Senior Technical Writer

Confidential, Columbia, MD

• Principal writer for Product Management and Research and Development departments.
• Business analyst and direct contact for third party, internal development, and professional services efforts.
• Researched and harnessed latest industry trends to promote innovative delivery of documentation.
• Author of original product marketing, white paper, end-user, and documentation, both internal and customer facing.
• Top level Escalation and QA resource for Gift Card solutions and Credit Card Security.
• Mentor and resource to three associate level technical writers.

Technical Writer

Confidential, Columbia, MD

• Responsible for maintaining, updating, and creating new documentation.
• Tested software and reported bug fixes—direct contributor to QA test procedure and protocol, customer escalations, and software development lifecycle.
• Comfortable working in a high paced, high stress environment.

Implementation Specialist

Confidential, Columbia, MD

• Wrote, prepared, and installed customized databases.
• Trained end-user to executive level clients.
• Installed software and hardware; programmed Unix-based, Windows-based and hybrid databases; trained employees on-site ranging from Property Expert to Basic user level.