Help Desk Lead/Technical Writer Resume Fort Belvoir, VA - Hire IT People

SUMMARY:

Market and Trend Analysis Business Analysis and Strategy
Writer, Analyst, Manager, and former Military Officer with nearly 30 years of experience in producing quality on - time deliverables, thoughtful business analysis, with revenue and cost saving results across multiple industries. Skills include precise written and oral communication, financial and budget data analysis, quality and accuracy results under tight deadlines resulting in EBITDA growth and operational efficiency, cohesive team building, and training and development.
Data Analysis and Research Software Development Lifecycle

TECHNICAL SKILLS:

Expertise in Agile, SCRUM, Waterfall, and Kanban development methodologies.
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), Atlassian Suite (JIRA, Confluence), and Trac Issue and Project Management software.
Basic HTML, CSS, Wikipedia and MediaWiki tags.
Basic Accrual and Cash Accounting principles.
Skilled strategic resource capable of working across functional teams to deliver multiple projects and processes on aggressive and tight deadlines.
Demonstrated ability to quickly digest object oriented technologies, complex system configuration and functionalities and produce meaningful technical requirements, user stories, and training materials.
Multi-lingual (Greek).

PROFESSIONAL EXPERIENCE:

Confidential, Fort Belvoir, VA

Help Desk Lead/Technical Writer

Successfully delivered data products across the enterprise in support of strategic planning, programming, and resourcing decisions for over $32 billion in annual Army resources during the Program Objective Memorandum (POM) cycle.
Provided onsite and online training to Program Managers (PMs) and other key players in the critical quarterly equipment availability process.
Training and expertise reduced user errors during that process by ~20% from previous fiscal years while increasing PM Available Scorecard submissions to over 92% over a span of three quarters.
Conceived, produced, and perpetually updated comprehensive, detailed documentation for the critical PROBE-FDIIS sync process that manages and updates current Army budget positions.
Delivered guidance on EE and SS Program Evaluation Group (PEG) responsibilities and activities.
Used additional time to learn fundamentals of other critical Army systems of record including FMSWeb, LMDB, and LOGSA and also the basic concepts of Oracle relational databases.
Created basic initial user guide for new Army Investment and Sustainment Information System (AISIS), supporting SS PEG (Army G-4).

Confidential, Rockville, MD

Technical Writer/Analyst/Trainer

Used my intuitive understanding of customer operations, industry best practices, and attention to detail to deliver 42 on-time and under-budget deployments.
Worked seamlessly in SCRUM and Agile development environments to iteratively produce complete and comprehensive documentation.
Led post-mortems of each customer go-live and documented lessons learned and success criteria. These initiatives led to a ~20% support call reduction YOY compared to company historical averages.
Developed and implemented an interactive, repeatable, and ongoing product training curriculum for new team members. Management estimated that the program helped new team members learn the products, their enhanced value and contribute two weeks faster than previous programs.
Coordinated and led a cross-functional initiative to develop a style guide for all product related writing activities. This effort kept the product succinct and consistent for all users.

Confidential, McLean, VA

Technical Writer

Coordinated across multiple teams to ensure feature and technical accuracy in a Waterfall development environment.
Developed a new company-wide style guide to develop internal writing standards and facilitate customer and team contributions.
An aggressive customer initiative across all customer interactive teams resulted in a 50+% increase in best practices contributions to the user documentation in the first year of the program.
Produced multiple 200+ page documents outline two new modules in less than a year.
Converted and updated outdated user guides and documentation from RoboHelp to MediaWiki format.

Officer

Confidential

Led and coordinated combat missions during Operation Desert Shield/Storm. Responsible for $12 million of military unit supplies, vehicles, arms, munitions, and equipment.
Awarded the Bronze Star Medal for valor courage and meritorious service.
2nd place-Army Fire Direction Center skills competition (24 crews) scoring 998 out of 1000 points.
Collaborated with key unit personnel to design and implement intense practical and academic training program over a one month period for a crew of seven soldiers.