SUMMARY

• Adept technical communicator and project manager with more than 20 years of experience overseeing complex documentation of enterprise applications, architecture, and networks.
• Seasoned team leader with advanced Scrum Master certification and hands - on expertise in challenging, deadline-driven Agile-Scrum environments.
• History of success championing process improvements, gaining stakeholder buy-in, and marshaling inter-departmental resources to ensure on-time completion of complex projects.
• Strong technical skill and advanced knowledge of cloud-based enterprise systems, SaaS development processes, telecommunications, big data and virtualization technologies.

TECHNICAL SKILLS

Project Management: Negotiation, organizational influence, risk management, project planning, schedule management.

Methodologies and Concepts: Scrum Master Certified, Agile, DevOps, waterfall, Software Development Life Cycle (SDLC), system architecture, ITIL, GxP, NIST, Security policies, business processes.

Soft Skills: Facilitation, Coordination, Approachable, Flexible, Problem Solving, Analytical, Coaching, Mentoring, Time Management, Relationship Building, Relationship Management, Verbal Communication, Personnel Management, Training, Leadership, Collaboration, Organization.

Business Analysis: Requirements documentation, client interaction, functional and non-functional requirements, business cases, and use cases.

Project Management Tools: Visual Studio Team Services (VSTS), Team Foundation Server (TFS), Microsoft Project.

Operating Systems: Microsoft Windows, Microsoft Windows Server, VM, UNIX, Linux, and Mac OS.

Markup Languages: XML, DITA, SGML, HTML, and Wiki.

Authoring Tools: Arbortext Epic Editor, XMetaL, oXygen, Dreamweaver, Confluence Wiki Editor, Microsoft Front Page, HoTMetaL Pro, FrameMaker, Structured FrameMaker, IBM ID Workbench, Microsoft Word (expert).

Learning Management Systems: Adobe Captivate and TechSmith Camtasia.

Content Management Systems: Documentum, Vasont, Microsoft Sharepoint, myCIMS.

Publishing Applications: Adobe Acrobat, WebWorks Publisher.

Office Suites: Expert user of Microsoft Office and other office suites.

Spreadsheet Programs: Microsoft Excel (with Solver), statistical analysis with Power BI, and linear programming.

CASE and System Analysis and Design Tools: Microsoft Visio.

Graphics Programs: SnagIt, Corel Paintshop Pro, Adobe Photoshop.

Networking: Knowledge and experience managing client-server and peer-to-peer LANs using IEEE 802.3 and 802.11N and G standards.

Database Management Systems: Microsoft SQL Server, Oracle PL/SQL.

PROFESSIONAL EXPERIENCE

Confidential, Burlington, North Carolina

Senior Technical Writer

Responsibilities:

• Developed automated requests and workflow enhancements to streamline new device onboarding and new user authorization, integrating stringent security standards.
• Designed highly efficient processes for implementing enhanced network security across all Confidential locations nationwide; compiled NSP Implementation Playbook defining all workflows.
• Developed over 20 processes and workflows to support device onboarding to ultra-secure corporate network, ensuring highest levels of security for sensitive corporate information.

Confidential, Durham, North Carolina

Resident Resource Consultant

Responsibilities:

• Developed and published more than 30 policy and process documents within 6 weeks and performed risk assessment of 18 applications within 4 weeks.
• Created comprehensive project plan guiding implementation of risk management profiles.
• Played key role in ensuring successful Sarbanes-Oxley audit.

Confidential, Morrisville, North Carolina

Senior Technical Writer

Responsibilities:

• Developed comprehensive supporting documentation under strict guidelines and challenging deadlines, establishing strong foundation resulting in passing of GxP and ITIL inspection.
• Published detailed risk assessment of all aspects of corporate repository, bringing key security challenges to corporate attention.

Confidential, Winston-Salem, North Carolina

Senior Technical Writer & Business Analyst

Responsibilities:

• Identified need and led development of comprehensive business requirements document to guide development of robust and secure banking applications.
• Developed documentation supporting secure and effective migration of approximately 300 web applications to cloud.
• Introduced much-needed style guide based on Microsoft Manual of Style, ensuring streamlined communication of complex technical processes across diverse global operations.

Confidential

Senior Technical Writer

Responsibilities:

• Set up and managed 2 Windows-based VM servers with Oracle and SQL Server Database Management Systems to manage document validation process.
• Championed initiative to streamline OpenWay content library, reducing 1,200-page user guide to 350 pages, simplifying installation and configuration procedures and improving usability.
• Achieved Star Award for leading development of fully-validated release and procedure documentation that received high levels of customer satisfaction.
• Developed technical documentation supporting data collection software that interacted with Smart Meters, collecting and managing data from gas, water and power meters.
• Overhauled all company documentation to ensure accuracy, applying global English to raise communications standards for translated documentation.

Confidential, Morrisville, North Carolina

Technical Writer

Responsibilities:

• Carefully monitored engineering change requests; leveraged internal feedback to improve process efficiency and management documentation.
• Produced documentation DVD defining complex processes and procedures for internal software and technical platforms.
• Achieved Golden Hammer Award for outstanding performance in developing complex solution documents and Golden DIG Award for generating highest customer traffic within 1 month.
• Played key role in formalizing processes for streamlined documentation development, reducing cycle time involved in documenting highly complex system and network architecture.
• Developed Design & Implementation Guides for service provider and enterprise network storage solutions, resulting in adoption of cloud services, SaaS and triple-play service architecture.
• Led development and enhancement of Wiki Authoring Tool to improve team collaboration, communication and knowledge sharing, reducing development time for critical deliverables.