SUMMARY

Talented, seasoned Technical Writer/Analyst who pro - actively works with all levels of management and individual contributors to capture business requirements, identify broken or missing business processes, recommend opportunities for improvement, and develop and document an optimized operations model that adds value to the bottom line by increasing employee productivity. I leverage my Yellow Belt Certification in Lean Six Sigma with my on-the-job experience in scope and requirements development and process re-engineering/improvement to provide value for companies such as Confidential

TECHNICAL SKILLS

Software tools: Proficient in MS Word 2010, FrameMaker 6.0, Visio 2010, Adobe Acrobat, SnagIt. Experienced in Confluence Wikipedia, Excel, PowerPoint, Project, SharePoint 2013, Lotus Notes, and Google Docs. Familiar with Blueworks, RoboHelp, Savvion, Minitab Statistical.

Applications: Confidential Network Navigator, ServiceNow (Fuji), SalesForce, Team Foundation Server (TFS), BMC FootPrints, JIRA, Confluence Wiki, Digital Fuel, CreateSpace, Kronos, Siebel, Telcordia Granite Inventory, Telcordia Network Engineer, MetaSolv, Pipeline, Remedy

Operating systems/platforms: .NET, Windows 7.0, XP, UNIX, IBM 370 MVS and VM/CMS, AS/400 Software development

Environment: ITIL, Agile (both using SDLC) Product data management systems Agile CM and SAP Database

Familiarity: SQL/Server, Oracle and MS Access Modeling Object-oriented analysis, UML Document encoding SGML, HTML, XML (familiarity only)

PROFESSIONAL EXPERIENCE

Confidential, Denver, CO

Technical Writer/Analyst

Responsibilities:

• Wrote, edited, revised, and published HITRUST policies and procedures that include HIPAA and HITECH compliant language using Google Docs. Prepared for HITRUST compliance audit in this Amazon Web Services (AWS) environment. Policies are used also as collateral for responding to RFPs from Covered Entity clientele such as United Healthcare Group.
• Submitted a project management proposal to SVP, which was accepted, to leverage subject matter and stakeholder resources to gather source material in order to expedite my writing of processes/procedures.
• Supplied relevant documentation as part of an IT infrastructure team responding to a client RFP.
• Wrote and was accountable to user stories posted in JIRA supporting the Agile development team.

Confidential, Lone Tree, CO

Technical Writer/Analyst

Responsibilities:

• Designed, developed and wrote user guides for a global telecommunications company’s implementation of Confidential Network Navigator, an Operations Support Systems (OSS) application. Supported a multi-national team transitioning from legacy OSS to the Confidential platform.

Confidential, Englewood, CO

Technical Writer/Analyst

Responsibilities:

• Designed, developed and implemented a full-suite SharePoint 2013 Team Site, Enterprise edition, incorporating managed metadata.
• Worked documentation projects using ServiceNow stories and tasks in this strictly enforced ITIL shop.

Confidential, Broomfeld, CO

Business Analyst/Technical Writer

Responsibilities:

• Wrote and published scope and requirements documents, in a modified Agile/Waterfall environment, following a strict SDLC, that provided application and database developers with technical requirements for system upgrades and enhancements, resulting in rapid deployment of system automation resulting in 23% enhanced productivity.
• Managed, designed, and implemented process efficiencies that streamlined by 30% IT Change Management for multiple enterprise applications and complex network infrastructures.
• Documented Reporting Billing Process by diagramming and describing processes for order input, billing, and invoicing to Confidential .
• Aided in determining operational objectives and business functions gathering information; evaluating output requirements and formats by documenting application/server architecture standards, and diagramming and describing network topologies/interfaces for 18 enterprise applications.

Business Process Analyst/Technical Writer

Responsibilities:

• Designed and wrote 13 documents using a modified SIPOC methodology to capture some 40 processes describing Urban’s processing of U.S. Government HAMP borrower documentation for Confidential (BAC). Documentation used in two zero-finding BAC bank audits.

Confidential, Denver, CO

Business Process Analyst/Technical Writer

Responsibilities:

• Designed and wrote a cabling standard manual based on Telecommunications Industry Association (TIA) 942.
• Developed an optimized process model for maintaining standardized spare levels of network devices at 22 separate enterprise data centers located in five states. Implementation has a projected productivity increase for network operations/engineering personnel of 25-30%.

Confidential, Westminster, CO

Freelance Writer/Analyst

Responsibilities:

• Developed and wrote draft of sales training manual to increase sales closures of representatives establishing credit card customers.

Confidential, Englewood, CO

Senior Technical Writer/Analyst

Responsibilities:

• Developed process flows and standards documents that defined MSO industry best practice metrics and key performance indicators (KPIs) for the Customer Service/Technician line of business, measuring agent adherence, efficiency and effectiveness.
• Used SharePoint Designer to develop SharePoint websites as document repositories with full scale document management functionality in order to track the progress of multiple documents in various stages of review.

Confidential, Englewood, CO

Senior Technical Writer/Analyst

Responsibilities:

• Documented a Data Treatment Guide for all technical and user functions of Digital Fuel’s data warehouse dashboard/scorecard tool that reported six-figure-daily Oracle and SQL Server transactions, providing enterprise business intelligence KPIs to VP and C-levels.
• Wrote and published KPI metric definitions that were being integrated into the Digital Fuel application, and methods and procedures that included FAQs, a Help Desk Escalation Guide, and How to Access LOCUS, all published on a CreateSpace web document repository.

Confidential, Centennial, CO

Freelance Writer/Analyst

Responsibilities:

• Developed an outline and draft of a book explaining how to develop a personal brand for publication on LinkedIn, Facebook and Twitter.

Confidential, Broomfield, CO

Senior Technical Writer/Analyst

Responsibilities:

• Wrote Private Dedicated Ring (PDR) Metro Ethernet process and documentation that reduced circuit turn-up time by 85% (30 days to 5 days).
• Managed and documented gap analyses using time-in-motion studies, SQL query results, and Six Sigma Pareto charting.

Senior Technical Writer

Confidential

Responsibilities:

• Wrote, edited and published 750-plus HTML text pages and Visio flowcharts that documented departmental processes and task-oriented procedures for Internet Protocol (IP) engineers in IP and Data Services.
• Documented engineering standards for domain name servers (DNS), IP testing protocols, UNIX PERL scripts, tools and utility software that helped engineering departments reduce operating costs.
• Supported the Switch Access Business Management and IP Operations Engineering Teams to decompose and improve current processes within the end-to-end voice factory model of planning, provisioning, translations, and test and turn-up.
• Wrote product development artifacts, documented physical and system architectures, and provided process and procedure documentation, including engineering Methods of Procedure that streamlined engineering and technician workflow.

Confidential, Lakewood, CO

Senior Technical Writer

Responsibilities:

• Wrote and edited qualifications statements and resumes as supporting documentation for a proposal submitted to the U.S. Bureau of Reclamation. Company used resumes to support a $25 million contract bid.