SUMMARY:

I can take the information from those who have it and provide it to those who need it in a form they can use.

EXPERIENCE:

Technical Writer

Confidential, Denver, CO

Responsibilities:

• Member of the IT organization.
• Created Job - Aids for various internal processes such as Azure and ServiceNow.
• Updated documentation in ServiceNow to adhere to current guidelines for Knowledge articles.
• Created Document Style Guide for Technical Services Business Application group.
• Documented customization to Confidential Lightning application in Salesforce

Technical Writer

Confidential, Denver, CO

Responsibilities:

• Member of the Change management team.
• Created SOP and Process Flow diagram templates.
• Worked with SMEs on updating existing and documenting new SOPs during SAP system upgrade.

Technical Writer

Confidential, Denver, CO

Responsibilities:

• Member of the IT team.
• Worked with the Product Owner to develop detailed Product Implementation Guide for the nationwide implementation of the new ticketing system.

Technical Writer

Confidential, Denver, CO

Responsibilities:

• Member of the IT team.
• Developed documentation to be used as tool tips and modals for software implementation in multiple counties.

Technical Writer

Confidential, Denver, CO

Responsibilities:

• Member of the HR team.
• Developed documentation for the global implementation of SmartSearch software.
• Tested and documented Manager’s desktop, SmartSearch front-end extension for Gates Career site.
• Assisted in testing and documenting Employee Change Request process software.

Technical Writer

Confidential, Aurora, CO

Responsibilities:

• Member of the Confidential IT Scrum organization.
• Developed documentation for the API Dictionary and New User Portal.

Technical Writer

Confidential, Denver, CO

Responsibilities:

• Created job-aids for internal staff for new Oracle Fusion Financial Application.
• Created eBusiness process flow diagrams for Personify eBusiness development for Confidential .
• Participated in UAT testing and created internal user documentation for the newly installed Personify software.
• Developed external facing documentation for the eBusiness side of Personify software for Confidential agents worldwide.
• Participated in meetings between in-house developers and Informatica to discuss d Confidential needed to develop an API.
• Gathered information and created API Developers’ user guide.
• Used Confluence to post and distribute API documentation.
• Used JIRA to create development tickets.

Technical Writer/Document Analyst

Confidential, Pittsburgh, PA

Responsibilities:

• Member of the Document Development team.
• Completed Confidential required that encompassed learning the structure of different templates used for Procedures, Policies and Quick Guides.
• Created internal customer service procedures according to Confidential standards and based on raw d Confidential supplied by SMEs.
• Worked with SMEs and edited existing documents in response to changes in Healthcare rules and regulations, and Health Care Reform Act.

Technical Writer

Confidential, Westminster, CO

Responsibilities:

• Member of the Information Development team at Confidential Prepaid Services.
• Created/edited documentation for internal use on how to use Confidential and Confidential .
• Worked with SME to develop documentation aimed to troubleshoot d Confidential errors, created QA test results matrix.
• Compiled Excel Functional Archive Template that included technical releases containing enhancements, bug fixes and operational improvements.
• Created Job Aid template, Job-Aids documents and Onboarding instructions.

Confidential, Boulder, CO

Technical Writer

Responsibilities:

• Gathered and researched information regarding Middle Market Business Unit system and Confidential Underwriting processes.
• Developed and wrote content for printed manuals and guides to support software and created workflow diagrams for underwriting system and processes for end user.
• Deciphered Business Requirements Specifications for the new software implementation.
• Presented guides and procedures in a user-friendly format, utilizing screenshots and visual aids in the documentation.
• Reviewed
• Current process & established future state procedures by working with individual process owners and SMEs.
• Previously created documents; used Visio, MS Word and Excel to create new documentation, created PDF files.

IT Project Coordinator

Confidential, South Plainfield, NJ

Responsibilities:

• Used PL/SQL, Clarity and JIRA to create development tickets and reporting.

Confidential, Denver, CO

Senior Technical Writer

Responsibilities:

• Member of the Wholesale Strategic Projects Applications & Reporting team.
• Created and edited documentation necessary for staff augmentation during the work stoppage.
• Worked with Technical and Business SMEs via WEB Live Meetings to document multifaceted process connecting SQL scripts, WebFOCUS and Excel to create management reports.
• Utilized new software updates to help streamline tasks and bring documentation up to date.
• Created document templates.

Confidential, Denver, CO

Senior Technical Writer

Responsibilities:

• Worked with SMEs from different functional areas on updating and documenting business policies and procedures.
• Used Visio to create process flow diagrams illustrating various business processes.
• Utilized Universal Content Management (UCM) system, Oracle Based Software, to manage, share and distribute information using intranet as a common access point for document updates and information sharing.
• Worked with internal department representatives to design, develop and implement a plan to reorganize website content according to the Company/Department Organizational Restructure Effort.
• Coordinated communication between business and IT concerning future UCM Change Management issues.

Confidential, Chicago, IL

Business Analyst

Responsibilities:

• Member of IT merger/acquisition team.
• Assisted in developing IT processes, procedures and merger related documentation.
• Worked with Subject Matter Experts from IT technical, functional and areas to create updated Change
• Management procedures that would affect Confidential merger.
• Based on the SME’s content built applicable action items to update existing and create new processes and procedures for Confidential 's IT Management Model; utilized COBIT and ITIL framework practices.
• Used SharePoint to set up documents review meetings and publish revised and new documents.