SUMMARY:

To bring order from chaos in project environments that are behind in documenting their requirements, processes, environments, applications, architecture and infrastructure.

TECHNICAL SKILLS:

• Office 365/Visio
• Outlook
• SharePoint
• Confluence
• JIRA
• SCVM
• FrameMaker
• SnagIt
• Robohelp
• Adobe Acrobat
• Wikis
• CMS
• GoToMeeting
• WebEx
• Google Meeting
• Google Docs
• HTML
• Salesforce

PROJECT HISTORY:

Sr. Technical Writer/Lead

Confidential, Boston, MA

Responsibilities:

• SOPs and Visio drawings for infrastructure and architecture environment using cloud - based services
• Lead and develop SOPs for change management, Salesforce access requests, VMware tools such as vRA, vRLI, vRO, vROPs with a documentation support team in India
• Develop SOP Template with entry and exit criteria/pre and post requisites
• Develop Visio Template for infrastructure and architecture using Confidential, Citrix, and Microsoft stencils with legend descriptions for engineering
• Track work in SOP tracker through stages of content received, WIP, and approval.

Sr. Technical Writer/Business Analyst

Confidential, Nashville, TN

Responsibilities:

• Virtualization Project for 66000 users in 7-phase deployment for VDI Infrastructure and Technology
• Develop run books and configuration guides for Confidential UCS, Citrix NetScaler, Tintri storage appliance with access to physical and virtual web server nodes in regional network clusters; these are equivalent tools and infrastructure to VMware
• Work with Project Management, Change Management and Incident Management to release emergency patch documentation for regional data center sites worldwide
• Coordinate and collaborate with SME’s from technology companies representing their equipment to the project at hand including data deduplication and replication of user data images; including Microsoft Azure discussions around SQL reporting on servers using SQL Server Reporting Services (SSRS)
• Document process flows and architecture/infrastructure in Visio building off of Senior Principal Engineers baseline drawings from strategy meetings
• Use of MS Excel for project tracking documentation, priority doc list and status reporting
• SharePoint Data Steward functions to manage documentation and access to users
• Develop RFP for vendor selection to lead storage technology with virtualization
• Work with Production Support Teams and Cybersecurity resources for daily 'ready for business' checks related to operational virtualization tools and devices including Confidential UCS, Citrix NetScalers, StoreFront, and XenDesktop
• Leverage documents created for My Source Social intranet for easy user access to resolve VDS issues and application support issues including AWS.

Data/Business Analyst, Senior Tech Writer

Confidential, Jacksonville, FL

Responsibilities:

• Business context models, key management, data governance, SharePoint Taxonomist
• Deep technical analysis and preparation of documentation for executive management to members of technical staff for Strategic Information Environment (SIE) shift for Confidential Cross, Blue Shield to become a virtual services company using an information bus with Trusted Integrated Information Layer (TIIL) technology
• Identify taxonomy and metadata for Data Governance Program (DGP) to clean up and level SharePoint project documents within libraries, as well as authorizations, versioning
• Document development of data mastering, MDM, data flows from source entities including web and cloud services, and business domains to data quality checking for natural and surrogate keys to conform and be trusted to the target business model with physical and logical data models (PDM, LDM) in the data store in both the enterprise data warehouse (EDW 2.0) and independent data marts while live data is consumed and stored in the Trusted Integrated Information Layer (TIIL)
• Analysis and documentation of SQL applied to IM data and SQL Server health reporting, business rules from external business domains, models to the target business context model
• Training of use of tools for data modelers from the Internet as SaaS, Ab Initio Metadata Hub
• Participate in RFP for Big Data with data analytics vendor to assist in build out of TIIL with Cybersecurity standards related to HIPAA and HL7
• Development environments included ITIL, SPRINT, LEAN, Agile, SDLC
• Government mandated standards also included ICD9 and 10.

Sr. Technical Business/Data Analyst

Confidential, Plano, Texas

Responsibilities:

• Canonical MDM Data Analysis, vendor-tenant analysis, and Wiki/SharePoint page updates
• Master Data Management (MDM) for Enterprise Service Management (ESM) group data correlation between proprietary search engine tools to build a Core Data Services (CDS) Master Data store
• Performed internet searches regarding company mergers and acquisitions to represent best updated information for Company Integrator project using data codes about company and services provided to them by HP
• Use of Wikis and SharePoint for intranet updates to pages.

Sr. Network & Fiber Optic Analyst/Writer

Confidential, Austin, TX

Responsibilities:

• Network and fiber optic Infrastructure Standardization and Upgrade
• Worked directly alongside project management and network engineers on LAN Remediation and Upgrade project for 12 State Sponsored Living Centers (SSLCs)
• Generated meeting minutes, analyzed SolarWinds core switches, assisted in development of strategic implementation plan for adoption of standardized access to switches, considerations of using TACACS or RADIUS for multi-switch configuration access to streamline changes to over 180 switches enterprise-wide, fiber optic cable remediation, adoption of VOIP for interSSLC 4-digit dialing, layers 1 - 3 devices standardization (switches, routers, wireless access points), VDI considerations and lessons learned from pilot testing and WIFI building candidates for mobile devices
• Participate in site visits to 4 SSLCs to identify fiber upgrade needs and facilitated collection of data from all SSLCs on fiber remediation for termination issues, breaks, need to bury aerial fiber from wear and tear from environment and noted recommendations to apply better security best practices for switches, ports and routers, inclusive of Confidential CIP standards for power
• Delivered technical meeting notes for issues related to adopting private IP versus public IP, configuring more VLANS to separate voice, data, and video traffic.

Sr. Technical Writer/Data Flow Analyst

Confidential, Plano, TX

Responsibilities:

• Point of Sale (POS), PCI two-stage data integration Run Book process and Tiers 1 and 2 triage level support documentation, IT Run Books (High and Low-level) with ITIL standards
• Transaction flow analysis and documentation of Store Information Management Software (SIMS) baseline deployment built on TIBCO middleware from POS end (3000 stores) to Corporate
• Applications analyzed include: MACRS (depreciation), Lawson (store and product details), MDM (product inventory), Sales Tax and Data Warehouse
• Data tables defined with algorithm and batch or timer event for JMS (EMS) publish/subscribe processes noted to Open Source Apache web servers.

Bus. & Network Analyst/Sr. Tech Writer

Confidential, Austin, TX

Responsibilities:

• Telephony deployment activities for Confidential VOIP network to over 250 employees in relocated facility included development and delivery of training tip sheet for 3 digital phone models and documented edge server topology and call in flow software for RTS users
• Technical references included in documentation for call routings to Session Description Protocol (SDP), Session Initiated Protocol (SIP), Real-time Transport Protocol (RTTP) with encryption for Transport Layer Security (TLS)
• Diagrammed complete network server topology including database, resource and application servers; amounting to over 300 servers
• Gathered source code (CICS, DB2, Natural, Adabas, Java-HTML), docs, presentations, forms, telephony info for ILAAP Refactoring & Re-platforming project proposal for RFP to retrofit the mainframe for Registration and Titling System (RTS)application including the use of cloud computing services
• Integrated network, security, and application data and documentation from TxDOT source to reflect TxDMV branding and audience
• Provided analysis and documentation for core network infrastructure depended upon by 16 field offices around the State with migrated hardware to new building data center
• Provided training documentation for MS Office 365 migration and group email accounts from Novell GroupWise from programmer source information.

Sr. Tech Writer & Specifications Analyst

Confidential, St Petersburg, Florida

Responsibilities:

• Specifications created for Medical Device, Mechanical and Electrical Engineering resources
• Updated medical device documentation for Dialysis equipment with attention to FDA CFR Title 21, Parts, ISO 13485, 1 9001, and UL requirements
• Wrote electrical and mechanical specifications for an enterprise-wide business unit audience as a set of documented guidelines with flexible processes per region, inclusive of regulatory quality compliance; as device development included the EU, Medical Device Directives (MDD) were also researched and applicable aspects noted for manufactured Dialysis systems.

Sr. Technical Writer/Analyst

Confidential, Austin, TX

Responsibilities:

• Proprietary Knowledge Base (KB) Development
• Document TIERS knowledge base application articles for case worker help files
• Processed over 100 articles in to the data base for the knowledge base with specification 508 assistive text for disabled accessibility considerations
• Assisted business analysts to streamline support ticket data in preparation for migration to Remedy system inclusive of Change Management procedures for migration.

Systems Analyst/Tech Writer

Confidential, Plano, Texas

Responsibilities:

• Reverse Engineering documentation and specifications for Commercial Lending Software
• Functional specification development from front to back end screens used for processing commercial lending software used to purchase, sell and service mortgages
• Development of information security processes for authorized access to the software
• Software served 500 personnel and generated over 250 million dollars per day in transactions
• Analyzed business intelligence artifacts applied to screen functions and results
• Defined use cases, data elements, SQL queries to/from the app, analyzed visual basic routines
• Analyzed MS Access design view for forms and tables to reverse document requirements.
• Content Specialist Article Development
• Wrote articles for computer troubleshooting and maintenance tips
• Wrote Oral Health Care device use article
• Wrote magazine article on web-based technology supporting client acquisition
• Wrote article regarding SaaS concepts and benefits.

Sr. Bus. Analyst/Technical Writer/Instructional Design

Confidential, Houston, TX

Responsibilities:

• Service Management Transition Project Management and Training Documentation
• Analysis and discovery of over 10,000 assets and resources comprising the BP field offices network equipment with references to cybersecurity protocols and standards
• Worked with Change Management and Incident Management to enhance the processes for hand-off of service management procedures for networks, call center, incident management
• Consolidation of information used to identify servers, routers, wireless access points, and switches to assist support personnel in troubleshooting equipment outages
• Created Remote Access Services (RAS) proposal for scoped project
• Provided instructional design for on-boarding of technical and management personnel to BP sites
• Diagrammed quality process flow for server deployment and maintenance in the cloud.

Sr. Technical Writer/Process Analyst

Confidential, Lake Mary, FL

Responsibilities:

• Analysis and updates to Infinys Rating and Billing software documentation library
• Utilized Adobe FrameMaker 9 in a CM Synergy build environment to administer new chapter information and changes to existing localized documents for both online and print versions
• Infinys Rating and Billing is the flagship software for the Company that is provided to many service industries including utilities, cell phone service, cable TV, satellite TV and other providers
• Provided documentation specification 508 compliance as conditional text in document changes for disability personnel
• Business intelligence artifacts were confirmed for data base schema table changes and parameters for configuration files were tracked in a collaborative document
• Documentation library included user, customized, programmer, server administrator, reference, SQL SSRS reporting and features guides in an ITIL framework
• Environment was agile with rapid deployment cycles for the software updates
• 508-compliance was applied to the documentation where applicable
• Online help files, data maps and DITA topics were delivered as needed for document update tasks.

Sr. Tech Writer/Business Analyst/Trainer

Confidential, Dallas, TX

Responsibilities:

• Developed shift run books, disaster recovery (DR), Business Continuity (BCP), NOC/GNOC Call Center, Incident Management Processes, Gap Analysis, On-call Calendar tool
• Created replete disaster recovery document with visits by Cummins for generator and Liebert for UPS backup features & issues and network restoration within secure data center
• Documented data center information security procedures for limited authorized access
• Created daily shift run book on tasks for NOC tier 1 and tier 2 personnel, including run commands and GUI instructions for web server admin actions on Open Source Apache and Tomcat servers
• Updated and created process flow maps and descriptions for 30 types of network monitoring alerts from AS400, Gomez and ProactiveNet including opening a bridge conference and coordination with change management and incident management and call center issues
• Demonstrated project management skills with Data Center consolidation project identifying responsible parties for cut-over plays for 7 data centers thinned to 3, including relocation of SANs and network server equipment using Confidential and CIP initiatives
• Aided business continuity web site information across the enterprise of 2000 affiliates for various disaster recovery scenarios
• Led a team for employee/employer communication improvements and presented findings to 25 upper and mid-level managers including the CEO
• Trained NOC personnel on proprietary on-call calendar for personnel access across teams to incident and resolution events at any time during 7/24/365 support
• Gap and quality analyses performed for NOC and GNOC management of process and procedure and all gap solution documentation was built within an ITIL framework.